Bend in the Weather

I think the recent Dilbert comic is something many computer geeks often face.



Whilst I personally haven't experienced the 'date and dump support' that Dilbert refers to hear, I do see close resemblances of it enough to annoy me.

First off let me explain the personal tech support I don't mind.
I don't mind helping friends and family out. Indeed I enjoy it. This brings me a sense of accomplishment and I love watching the light-bulbs go on when I explain a technical concept or show them how to resolve the same issue in future.
For me, family tech support is not a burden at all and something I don't mind.

Those close enough to me to receive support, don't normally just have their issue 'fixed', but an explanation of what occurred, how to resolve it in future and how to mitigate it from ever happening again.

I only recently moved my Aunt from Windows (which she's quite proficient on) across to Linux. She's now running a dual boot Windows XP and Ubuntu 8.04 system.
She has been going great guns! She's got all her peripherals working correctly (monitor/video, card reader, printer and scanner). The only bug bear we currently have is her Palm Zire 21. Though it appears a little more tweaking we will have Palm USB Syncing sorted out.

She's already finding replacement applications under Linux to do away with those she's used under Windows. And we're in the process of moving her data over.

In the long term, we'll probably remove most of the applications off Windows XP and then shrink the partition size down so she can have a larger Linux partition. There will be a few applications that are Windows only and for that she'll more than likely keep a Windows XP partition for those legacy applications (that or we migrate them into a Virtualized Windows machine using something like KVM or VMWare). Some of her 3-D FPS games however are Windows only (and not even available under Wine) -- so Windows on a real partition does have some merit here.

In that sense my Aunt has taken the lead, she's done a lot of ground work and is experimenting and learning at the same time. I love to encourage that and assist her when needed. It's fantastic watching the journey of self-discovery in relation to Linux.

It's these types of jobs (Windows or Linux) I love to see...

Those who can be bothered to take ownership of their own problem and want guidance on how to resolve it, I'm more than happy to assist!

Now, onto the types of personal support I don't like.

How many of you attend a social gathering of someone you know and whilst mingling you're introduced to someone you have never met before?

You're either introduced by your common acquaintance as the 'computer insert phrase here like guru/genius/geek/nerd'. The conversation then quickly swings to one of the following themes:

• I am thinking of buying a new computer...
• Can you get me a new computer cheap?
• Do you have a copy of insert either a Microsoft product or other proprietary software?
• Something is wrong... (goes on to explain how they have porn adverts adverts popping up on their screen).
• I clicked on this link/Email. (goes on to explain that ever since his computer does weird things -- basically infected by a virus/trojan/is now part of a zombie network).
• Where can I download (goes on to say they want pirated software/music/videos).

I have learnt over the years how to brush these off. Not because I can't help. Not because I'm an angry person but mainly if I don't I would find that every waking hour I would be doing personal technical support.

Anyone who works in tech support in any capacity knows that their most precise item is time (Something sadly we appear to have less and less of these days).

These naive people (it's not really there fault, granted ... but some thinking prior to speaking would help!) don't realize just how offending it can be.

Seriously, I didn't study for years and hone my skills over thousands of countless hours so I can be your walking technical wizard that you can wave over "your" issue at your whim!

Those that expect me to sit down and fix their computer for hours at a time... they are the ones I want to drop, they end up becoming multiple offenders, and never actually learn.

So is this a common occurrence for others as well?
Have you learnt how to shake of those needy tech support whores that never want anything more than you to solve their problem and aren't interested in fixing it themselves?

Seriously, what is it with computer tech support? I have friends that are plumbers, mechanics, electricians, chiropractors, lawyers and a range of other professions. I don't get them to fix my taps, car, lights, back, etc all on their personal time and for free. Why is tech support expected to be?

Seriously, I don't want to do it outside hours for a fee anyway. I'm busy enough with work, homelife and attempting to build a house anyway.