Tech Support from the Other Side of the Phone
Jun 03, 2010, 21:32 (1 Talkback[s])
(Other stories by Cathy Malmrose)
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"Too often, we tell the person calling in to tech support, "Why
didn't you call earlier?"
"For example, yesterday a customer called explaining that he had
spent *weeks* trying to get this desktop do x, y, and z (details
omited to protect the innocent). It was obvious that he was angry,
frustrated, and mentally past the point of logical thought.
"He was verbally "on" but mentally "off" for approximately four
"Ironically, the fix he needed took only two minutes for us to
"Why hadn't he called earlier? Why waste weeks banging his head
against a fully fixable UBF problem? (UBF = user brain failure) It
was a simple fix!"