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Skep's Pick: The IT Skeptic Awards for 2008 This link is here because...(hover)

awful

Awful support conversations

I'm thinking to collect awful support conversations. Do people like reading these for amusement? Should we start a collection? Please let me know - comment below. Personally I find it astonishing just how bad support can be - it never fails to amaze me (again)...

how not to do Level 1 support

This post is longer than normal but you may find it entertaining as an example of

  1. how not to do Level 1 support. All the politeness in the world is no substitute for actually listening, and having some understanding of the environment
  2. where email-based support (as compared to actually talking to people) can go wrong
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