I know I.T. gets some pretty stupid customers, and I know that there is a checklist that employees need to go through to get out of the way, but it would really help if they would pay attention to their requests for help.
My then-boyfriend was getting a strange error on his new computer. After trying numerous things in the hopes of fixing the problem himself, he spends half an hour detailing in an email what the error says and what he has tried; including checking for updates from Microsoft, updating the drivers, rebooting, etc. This is a series of emails between the two.
Tech Support: Is your computer plugged in?
Ex: ...yes it is plugged in, and turned on, and my monitor is on. As I already said, I get the error when I do [this], and I have already tried [list of attempts].
Tech Support: Is the computer and monitor turned on?
Ex: Are you seriously not reading what I'm telling you?
Tech Support: Please go to Microsoft and check to see if there is an update to fix your issue.
Ex: ...did that. I'm still getting the error.
Tech Support: Have you tried updating your drivers? Here's how you can check to see if they are out of date...
Ex: *facepalming* They are all up to date.
Tech Support:: Did you reboot after installing your updates?
I watched this exchange over the course of two days, with the tech support going point by point on a laundry list of things to try, never acknowledging that my boyfriend had repeatedly informed them that he had already tried all of the things Tech Support was suggesting.
Eventually, they figured out that it was a corrupt file in the update provided by their own website; after three rollbacks and re-installs of their update.
Then they sent my boyfriend a feedback email. He wasn't too hopeful that it would be read, but he did go into detail about why he was ranking his experience as unsatisfactory.
May all your tech support pay attention to the things that have already been tried,