Grr

OK. I work in tech support. I have for a very long time. I just talked to a JERK on the phone.

I called twice today about a small hand held scanner (pen for scanning textbooks for the student to have the text read to them or lookup words in dictionary) and asked a fairly basic question about the software. David was pretty short with me but I understood. I told him honestly that this stuff had been dropped off on my desk and knew little about it. Usually, tech guys understand the situation I am in and are helpful. David wasn’t.

He answered my question (I had to hold down ESC while powering up to get the right options). So, I have to call back because the next step in the software kept crashing.

Me: Hi, I talked to you earlier today about this pen.
David: Yes.
Me: I have software on a USB drive that they gave me to install.
David: WHO gave you software?
Me: They lost the CD and downloaded software from the website. I need to install the Spanish dictionary but it doesn’t work.
David: You are going to have to send it all to me and I will install it. I don’t know what all they have done to mess it up.
Me: Isn’t there a document on the web that can explain the process of installing this?
David: I can think of no such DOCUMENT.
Me: Is there software ….
David (loudly and rudely): Sir, could you please not talk? I am trying to concentrate here to give you an answer!

He then points me to a place on the web (huh) with software to download. He starts to explain in great detail about downloading and double-clicking. I do what he says.

So, now I have the new software, you know the kicker?

STILL DOESN’T WORK.

Now what do I do. David and I are in a fight so I am not crawling back to him.

Just saying, telling the customer not to talk is not really # 1 on the customer service checklist.