Conversation

Notices

1. Embed this notice
   GunChleoc (gunchleoc@mastodon.scot)'s status on Thursday, 19-Oct-2023 23:10:20 JST GunChleoc

   in reply to

   • Ben Curthoys
   • tellyworth
   • Sukil Etxenike
   • Rihards Olups
   • Simon Jaeger

   @bencurthoys Thanks for the rabbit hole https://www.explainxkcd.com/wiki/index.php/806:_Tech_Support

   @richlv @tellyworth @sukiletxe @simon

   • clacke likes this.
   • Embed this notice
     Ben Curthoys (bencurthoys@mastodon.social)'s status on Thursday, 19-Oct-2023 23:10:21 JST Ben Curthoys

     in reply to

     • tellyworth
     • Sukil Etxenike
     • Rihards Olups
     • Simon Jaeger

     @richlv @tellyworth @sukiletxe @simon Well we all wish there was an xkcd shibboleet sometimes :)

   • Embed this notice
     Ben Curthoys (bencurthoys@mastodon.social)'s status on Thursday, 19-Oct-2023 23:10:22 JST Ben Curthoys

     in reply to

     • tellyworth
     • Sukil Etxenike
     • Rihards Olups
     • Simon Jaeger

     @richlv @tellyworth @sukiletxe @simon People are liars. You said it was a blank page: they fundamentally don't trust you even to recognize what a blank page looks like, because they have been lied to SO MANY times before and wasted SO MUCH time by trusting what people said and starting to diagnose a problem based on incorrect data and assumptions.

     If you are doing customer-facing technical support you quickly learn: trust no one.

     clacke likes this.
   • Embed this notice
     Rihards Olups (richlv@mastodon.social)'s status on Thursday, 19-Oct-2023 23:10:22 JST Rihards Olups

     in reply to

     • Ben Curthoys
     • tellyworth
     • Sukil Etxenike
     • Simon Jaeger

     @bencurthoys @tellyworth @sukiletxe @simon
     Haha, now THAT is a good reason :D
     Still, there have been times when I send "dig" output reporting some DNS problem (to tech support, not some generic contact), and they come back with "screeenshottttt".
     In such a case, just checking the DNS response would be the most reasonable option.

   • Embed this notice
     Rihards Olups (richlv@mastodon.social)'s status on Thursday, 19-Oct-2023 23:10:23 JST Rihards Olups

     in reply to

     • tellyworth
     • Sukil Etxenike
     • Simon Jaeger

     @tellyworth @sukiletxe @simon
     Not sure crashed browser could be equated with a blank page ever. What would a screenshot show then?

     I described to them right away in the initial message what the page source was (whatever it was, don't recall the detail) - gave HTTP response code and all other detail.

     What extra context could a white rectangle provide in that case?

     clacke likes this.
   • Embed this notice
     Ben Curthoys (bencurthoys@mastodon.social)'s status on Thursday, 19-Oct-2023 23:10:23 JST Ben Curthoys

     in reply to

     • tellyworth
     • Sukil Etxenike
     • Rihards Olups
     • Simon Jaeger

     @richlv @tellyworth @sukiletxe @simon If I had a pound for every some someone reported that when they clicked on something "nothing happened", when in reality when they clicked on the thing a concise and informative error message appeared...

     clacke likes this.
   • Embed this notice
     Rihards Olups (richlv@mastodon.social)'s status on Thursday, 19-Oct-2023 23:10:24 JST Rihards Olups

     in reply to

     • Sukil Etxenike
     • Simon Jaeger

     @sukiletxe @simon I’ve had support request a screenshot when I reported a blank page being served.
     We as a subculture should revive goatse so that people are less inclined to stubbornly go “screenshotsscreenshotsscrrrrrrrr…”.

   • Embed this notice
     tellyworth (tellyworth@ioc.exchange)'s status on Thursday, 19-Oct-2023 23:10:24 JST tellyworth

     in reply to

     • Sukil Etxenike
     • Rihards Olups
     • Simon Jaeger

     @richlv @sukiletxe @simon “blank page” can mean a range of very different things (crashed browser, hung browser, null document, window behind something else, content below the fold, not actually blank). Even when it’s obvious to you, a screenshot can help give extra context and clues to support staff and devs.

     clacke likes this.
   • Embed this notice
     Sukil Etxenike (sukiletxe@mst.universoalterno.es)'s status on Thursday, 19-Oct-2023 23:10:26 JST Sukil Etxenike

     in reply to

     • Simon Jaeger

     @simon And I'm like lady, you aren't listening, I'm providing you with the exact error message and the steps I take (not the timestamp though), what else do you want from me? Finally I said to hell with it and switched to Apple Pay as my primary method, reported it again on the phone and got some understanding from the rep this time, and don't care if they've fixed it anymore.

   • Embed this notice
     Sukil Etxenike (sukiletxe@mst.universoalterno.es)'s status on Thursday, 19-Oct-2023 23:10:28 JST Sukil Etxenike

     • Simon Jaeger

     @simon Oh, but it doesn't only happen in accessibility! I remember when Apple TV+ came out, if you didn't have a credit card as your first payment method, you were required to input the details of one to watch it on the web, allegedly to get authorisation from the family organiser (I didn't have family sharing back then). The problem? Debit cards weren't supported. So I e-mail support and their reply is to please provide screenshots along with the time.

     clacke likes this.