Please Don't Ask Me About Windows On Christmas 559
Like many Slashdot users I spend a wee bit of my otherwise leisure
time doing gratis tech support for people I may not even know. I usually don't
mind too much but last Christmas I got more than one call from distant
relatives that, along with wanting to spread holiday cheer, had me weigh in on
whatever might be wrong with their new gadget. I was pleased as punch to see this
article in the NYT (F.R.Y.Y.Y) about
where I might be able to send the less techo hip. If you do *Windows* tech
support for grandma after hours this article might also come in handy." Here are a couple of previous articles about the sorry state of conventional support options -- perhaps articles like this will spark some entrepreneurial ideas, too.
Joke if you may, Timothy (Score:3, Insightful)
Users of free software are an interesting bunch. They knowingly accept and embrace and are even attracted to the fact that it's traditionally much harder to use than everyday Windows software. This is fine and good until 90% of them realize that they can't even get their freshly-downloaded project to configure/compile itself. Another 8% do manage to do so, but then they run into problems figuring out how to get it to work to do what they want it to do (e.g. "Hmm, was that tar -xfp or -xzfv tar?). Still the meager 2%, or the truly gifted gurus, actually manage to run the program.
Now comes the tough part -- tech support.
After using pico or more software to read the INSTALL and README files, a user is still baffled by certain run-time characteristics of the Free Software project. They then turn to (as indicated on the project website) to the appropriate IRC channel.
You guys all know what happens next; after a series of RTFM j00 dumb n00bie!!1 and Wow your dumb comments, 99.1% of these folks who were initially awe-inspired by Open Source turn severely sour on it and give up. They then reinstall Windows and go along their merry way.
This is all (mostly) truth, people, and the figures prove it. There are probably a couple million people who use Linux as their preferred desktop. Everyone else uses Windows or OS X because support options with these types of licensed proprietary products are paramount when compared to Linux-class code and support.
Your parents run Windows for a reason, and trust me -- it's not because it looks that incredible. It's just easier to use, and easier to get support for. End of story.
Sure, I use Linux and really respect myself and others who do the same. But even the most unexpected people [slashdot.org] turn to another platform after awhile because the support that we all give for our Linux projects just simply sucks. I know I personally don't have time to support apps I write, and you folks probably don't either.
PC Support (Score:4, Insightful)
Re:Ah yes... (Score:5, Insightful)
Imagine I'm a Linux and BSD poweruser/sysadmin and the problem is related to Windoze or Mac. I honestly don't know that much about those systems (nor do I care to learn) so there's no 'pretend'.
I should probably explain this attitude more generally. Since I don't have anything to do with Microsoft, there's no basis for me to bash(1) their products. Likewise I don't fancy buying an Xbox to be modded into a Linux box, because I don't want to be involved with M$ in any way.
In many cases it's best just to ignore M$ quietly, and focus on doing your things with the best tools. I know there's the practical problem of getting a box (especially laptop) without Windows, but for many other things the quiet way should work.
Think of it this way: M$ is the neighbourhood bully who gets his satisfaction from pissing you off. He will be powerless if you just ignore him.
Re:My tech support advice come Christmastime? (Score:5, Insightful)
How about... (Score:5, Insightful)
We're called Geeks and Nerds in general...
...but when 'they' (the populace who ridicule or look down on us) want us to do something for them, we're called 'friends'. That is until we've fixed it and gone home.
Cynicism, don't you just love it, eh?
Altruism? (Score:5, Insightful)
Well.. (Score:3, Insightful)
People are just generaly looking for advise of somone they consider an expert. Most often they think you just know the answer rather than having to look it up, find out what's going on, so they don't see it as a burden to you.
It's not just somthing that happens to IT people. It's just that you happen to be one, so it's more evidnet.
Re:Ah yes... (Score:5, Insightful)
Well then, why the M$ crap?
I tell people to call Microsoft (Score:5, Insightful)
This is my thinking on the matter:
If I go do the job that MS tech support is supposed to be doing, I am, in fact, donating to them. Why should I do that? They have money and resources and time. They are not paying me to answer questions. So, why should I spend my time and energy?
Now, I am not talking about fixing stuff at work. I am talking about fixing other people's computers.
I first took this stance a few years ago at a family get together. Suddenly it was "let's ask Randy all our Windows questions." On the way home it dawned on me what an entirely shitty evening I had because I got to solve everyone's problems for free. I fixed their problems and got nothing in return.
What really took the cake though was this friend of a friend whose computer I got roped into fixing. While I am sitting there trying to fix a sound card problem and get the 10 different copies of Netscape off the machine (yes, she had 10 copies of Netscape) the lady says to me, "well, my son says there is nothing wrong with the sound card drivers." I looked her square in the eye and said "Who's your son?" Then I got up and promptly left. I wasn't charging the lady any money, but the last thing in the world I want is some car mechanic son of hers telling me how to do my job.
I now provide support for only two people - my mom and my dad. That's it. If someone asks me for help I tell them I charge $100/hour billable in 15 minute increments. Unless they are running Linux, then I do it for free.
One final story: I had this one chucklehead I used to work with call me up at work one day and ask some dumb Windows question - it was something like "Why do I get a blue screen?" My answer - "That's Windows!" He proceeds to tell me how Windows is really popular and that when he worked for some company on the help desk (like this guy could help anyone) he came to that conclusion because he got 100 calls for Windows support vs one call for Mac support. To which I replied, "Well, maybe that's because Windows is so shitty it needs that many support calls." He hung up pretty quick.
Re:PC Support (Score:5, Insightful)
So while you should never expect gifts from family in this way, you should always give them.
Re:Upgraded to Linux/OpenOffice (Score:3, Insightful)
What a bunch of whiny people (Score:2, Insightful)
Honestly. THIS from the crowd that chants "information wants to be free" and demands free MP3s, free software, free source, free speech, free beer, and even free Kevin.
Most of us are doing fairly well for ourselves. Getting some good money in doing what we most love. I would do what I do for free if I didn't have any bills to worry about.
Most considerate relatives give back of their own talents and abilities to those that give free support, and if they don't, your problem is you don't stand up for yourself.
I swear I mean all of this, it isn't a troll. However, I expect the flames to start in 3...2...1...NOW
Free tech is great karma (Score:5, Insightful)
Bottom line, don't lament your inevitable consultation requests. Help them as best you can, and then cash in the karma for appropriate favors from them. I think you'll find it comes in handy.
Re:Ah yes... (Score:5, Insightful)
Imagine I'm a Linux and BSD poweruser/sysadmin and the problem is related to Windoze or Mac. I honestly don't know that much about those systems (nor do I care to learn) so there's no 'pretend'.
I used to work with a guy who had this same attitude.. The guy was a super genius and could to anything with linux you'd ever want done, but had some secret hatred of microsoft and refused to go near their products. Problem is, in the Real World you can't just ignore them. Case in point, said co-worker was asked to setup a samba server on linux. He had no problems setting up the server, but even *mapping a drive* from windows to test the server took him hours since he knew so little about windows. Like it or not, Microsoft has a MAJOR foothold in the PC and server world (to say the least), and simply ignoring them will do much more harm to you than to them.
In many cases it's best just to ignore M$ quietly, and focus on doing your things with the best tools.
That's YOUR decision if you choose to ignore Microsoft just because they're microsoft - and I certainly won't bash you for it - but sometimes a microsoft product IS the best tool for the job.. Throwing it away just because it is made my microsoft seems a little short sighted.. To me, "best tools" should include ANY tool that helps me accomplish what I need to accomplish with my PC.
Think of it this way: M$ is the neighbourhood bully who gets his satisfaction from pissing you off. He will be powerless if you just ignore him.
Ugh, slashdot analogies are always horrible.. And since we've established that, let me make an equally horrible one... Think of Microsoft as your corner crack dealer. You may not approve of what he does, and yes, if you ignore him he probably won't try to sell you crack.. But hey, if you need some crack, he's the only place you're gonna find it.
(Sheesh, did I just stick up for microsoft AND refer to them as a crack dealer in the same post? I need to leave the beer alone).
Shayne
When I fix 'doze problems.... (Score:2, Insightful)
Help mom and your sanity with Netmeeting (Score:3, Insightful)
(I don't mind helping out, but doing it blind via a phone call is really hard and very time consuming.)
Why not do it? (Score:5, Insightful)
I see a lot of griping about fixing computer problems here. Sure, I can understand politely saying "I'm sorry, its Xmas, I'll help you another day", but I don't understand saying "Go away, I'll never help you!"
I will admit, I have fixed computers for family and friends. I have even given away low cost parts for cheap. In return, I have called on the same members of my family and friends for help moving, for advice on vehicle problems, to borrow items, or just to dig their brains for a specific kernel of knowledge.
Help your family and friends. The only calls you should be turning down (or charging for) are from aquaintances that only contact you when they need computer help. Being friendly isn't an excuse to be walked on.
Just my $.02
Re:Ah yes... (Score:5, Insightful)
Some of us don't have an attitude; we're just doing our job. And you know how you become a super Linux guru knowing little about Windows? It's because you focus your efforts. It's better to do one thing well than do a shitty job knowing a little bit of everything. I don't hold it against a Linux guru if he does a very good job not knowing windows, nor do I hold it against a good (yes GOOD) MS guru if they also know their stuff and know little about Linux. Rather smart people may be able to master everything, but not so smart people like me might have to concentrate our efforts to do a better job in other areas. I spend most of my time as an admin on our Linux/NT servers, but is it really my fault because I don't know every single problem with Windows? You tell me. I really don't think so.
user (on phone): Exel is giving me an error.
me: okay
user: something about not enough memory.
me:
user: But I just want to save the file but it won't let me. I don't even have anything else open.
me:
Some of us have to pick our battles.
I don't give support anymore.......... (Score:3, Insightful)
The only people I provide support on their personal machines are my parents.
A while ago, one person decided to accuse me after fixing her laptop of locking her out of some silly ass program that she uses - it turned out that she was playing with the settings and set a password on her program and forgot the password.
So fuck em. If they ask for computer advise from me, I tell them to go to Dell or Gateway. If they ask for me to fix their PCs, they get told depending on my mood one of the following:
Re:Ah yes... (Score:2, Insightful)
after a friend asks me for help w/ computers, i ask friend a question related to their area of expertise. works great, some folks dont like to talk about what they do, or dont like to after-hours ("oh, you're a doc? what do you think of THIS rash?"), so they never ask me computer questions again. some folks love the interest i display so they continue to ask me, and we end up in a win-win situation.
i dont see why comp help is so much diff than any other... some mechanics in my family dont like it when i ask about my car, some do. some lawyers i meet wont respond to legal questions, some will. and of course sometimes the physicist will look at me with that condescending look of "you dont know squat about super strings, do you" - the same look i give people who ask me questions about LIEnux.
Don't help them! (Score:4, Insightful)
Don't be free tech support for Microsoft. If they want to use Windows, fine. It's their choice, their problem. Not yours. Let them pay... how much is now? $100 a call?
Users must learn the cost of their decissions.
Hmm... windows myth (Score:2, Insightful)
I also wonder if the reduction of support calls and increase in profit is simply the result of more people having years of experience with windows. I'm not saying windows hasn't improved, but since windows accounts for a higher percentage of desktop systems than 1988, more people are familair with it. One would expect the percentage of calls to stay roughly the same as time goes on. But on the otherhand, it could simply be attributed to manufacturers improving the installation/manufacturing process. Early on, manufacturers were still figuring out a reliable way to build systems, but as time went on they got better at it. So in many ways, the percieved improvement of windows may not be the results of Microsoft engineers and is most likely the result of programmers getting better at writing software drivers for windows. then again these are all guesses without any proof.
Re:Here's the trick (Score:3, Insightful)
At least you guys can meet girls when they come and ask you for help, but no guy is going to come up to me for help with their computers.
Oh well, the big upside of not being a history major any more is that when I graduate, I won't be asking people "do you want fries with that?"
yup.. RINGER OFF (Score:2, Insightful)
Re:Upgraded to Linux (Score:3, Insightful)
Actually, that is something I would love to be able to do.
In windows, you generally have to say. Ok, right click on that funny icon right there. What, you say? Don't you find it? Ok, it should have a label called "foo". Oh, you are running the norwegian version, hmm.. in that case it should be called "bar" or something. You still can't find it. Let's see, which version of windows are you running? Hmm, you are right, how would you know? I think I remember that in windows 98 it used to be somewhere else...
Sure, these visual environments might be user-friendly when you do not know the command-name, but are at least somewhat able to use a computer, and can find it by experimenting. Asking your mom to do that experimenting and tell you what happens on her screen is not so fun...
The result of all this is that I usually answer that I do not know, and even if I knew the answer, I wouldn't be able to tell her, because it's "complicated to explain over the phone". That usually stops her from bothering me anymore, and since a computer really isn't very essential to her life, I couldn't really care less...