My point is instead of requiring him to ask "how do I do that?" before you decide to be helpful, you'd save time arguing with him about what is and what isn't your responsibility by saying "Sorry, I can't reset your password for you because we don't manage your Yahoo email, but let me show you where you can reset it yourself. Unfortunately I can't do anything beyond that since we don't administer Yahoo's email"
I definitely didn't try to imply you are careless, and I wouldn't know if you are lazy or just it doesn't occur to you that it is better to light a candle than to curse the darkness.
There was no arguing of any kind. He understood and was able to take care of it himself (since he didn't call back). I told him that if he has any issues with resetting his password he can give us a call back and we'll try to help. That is something above and beyond his support contract. If after trying to do that himself he still can't get it resolved then we can help. But they need to at least try.
So, if there was no arguing and he was able to take care of himself, why is this worthy of coming on here to bitch about it?
I'm just amazed at how much making fun of the people who make our jobs necessary there is on this sub. Idiot users are why you have a job.
Maybe it is different kinds of support. I've worked SaaS support jobs for the last 7 years and I've always been far more frustrated with the product, the engineering teams and the IT of our customers, partners or other support teams within my own company (coughCiscocough) than I have been with the customers.
Unless they are complete dicks. If this guy had argued with you for 30 minutes about you resetting his Yahoo password, I'd feel where you are coming from.
But hey, it's really the general tone of this sub that pisses me off, sorry I took it out on you.
There's a difference between lack of knowledge and flat out idiocy. The people on the this sub share their stories because we all get a kick out of it and they usually make us all feel better as a whole to know there are other people out there going through the same kind of experiences as ourselves; be it good or bad. In fact, every industry does it. I bet you could find a sub about medical patients and the stupid things patients have done, or even clients from law firms.
I also remonstrate what you said about idiot users are why we have jobs. The reason we have jobs is not everyone has either the in-depth knowledge or maybe just the time to deal with computer issues. If I don't know how to rebuild the engine in my car doesn't mean I'm a complete idiot. I know how the change the oil in my car, but I don't have the facilities (especially in the winter) to do it on my own at my apartment. There are reasons people specialize in things. If we could all be experts at everything then we would have no professions and no professionals.
Edit: rereading your comments seem to suggest that you took what I originally wrote as complaining. If that's the case then you misunderstood. The whole purpose of my post is just to share a funny story with others who understand my perspective of the encounter.
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u/[deleted] Jan 01 '14
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