32 پاسخ به “AST Computer – قصه هایی از پشتیبانی فنی”

  3. My cousin actually got a call from a customer upset they couldn't find the CD ROM drive because they thought it was a cup holder.

    He also had a call about someone upset their internet didn't work. Turns out the person bought a wireless router, took it home and put it on a shelf (still in box), and expected internet because it was wireless and they didn't even have an ISP.

    And these stories are from around 2005 so you'd think people knew computers by that time.

  5. I do tech support and being able to remotely connect to computers with software like Teamviewer or over RDP is a literal blessing for us. But it never hurts to simply know what you're doing and knowing the steps so well that you can walk a user through them without even seeing them.

  7. your tales were awesome, great job really entertaining. You definitely right when the consumer allot of time knows more then the technical support side and sometime leads to allot of frustration. It happen once in a while (like once every 2 years) that I get someone really knowledgeable and it surprise me every time.

  9. I've supported many different softwares, and Winfax was one of them.
    The counting keyclicks was standard. You wouldn't believe the things people would do and type, so you had to know as best as possible. General and excellent advice, never lie you your doctor or your technician. We don't care what porn you have, we just want to fix the problems, and if you lie to us or don't follow the exact instructions death can occur. In the case of software, that's just your software and data, but it's still something people find important.
    As to people holding things up to the screen to fax them, or even sticking them into/under the keyboard, I got a call like that every week or two.
    When IBM started their ads with the pixie dust in the computers, every techie in the world groaned in pain over what they knew would invariably happen. (It did happen, of course)
    Probably every story you've ever heard about users doing insane things with computers I've taken multiple calls where that exact thing happened. Except for one. Nobody I talked to ever mistook the cd rom tray for a cup holder, though many made jokes about it.

  10. Nice. I still have an old latop AST with 386 processor, and a funky removable trackball mouse on the front of the laptop and removable 60MB hdd

  14. smh – getting people to take apart their PCs and wipe the grease off the processor to prove they had a pentium……
    You were that guy who had to prove being right instead of just telling them to take it back to the store or get a better benchmark program?

    As for 20 calls a day. Wow. We were allowed 10 minutes tops and heavily leaned on to get it to half that, and so didn't have the luxury of walking through installs of the OS. That scandisk and defrag? It did work for those customers who reported slowness or the odd crash, as hdds in those days were not like they are now, and people would rip the power out over anything.

    Sounds like AST did it right, we were lucky to be told that there was a new product coming out before they started to sell it, let alone training…..

  17. I taught computing to adults from 1984 to 2014, mainly beginners. There were some things that a lot of my students found difficult to get even when I coild demonstrate, and point at things, and see what they were actually doing. I did wonder what on earth this would be done as tech support over the phone. Now I know. Thanks.

  19. A tale back from when I was learning, it was mid 90s, we were an insurance company and every sales guy had a laptop that got regular updates on CD the sales people had to install manually, but we still had a tech guy just in case and he also was responsible for stuff in house.
    I swear, that the person with problems was a woman is coincidence, no rant about how women can't be tech savy, it just happened to be the case, ok?
    So, tech guy (TG from now on) got the call.
    SW: The update CD won't load.
    TG: Did you by any chance put it upside down onto the tray?
    SW: Do you think I'm stupid?
    TG: No, no … ok …
    He went through a plattera of things that could be wrong like the drive not responding and stuff, after half an hour …
    TG: The last thing I can think of is you got the wrong CD. What's written on it?
    He obviously heard the tray coming out and wanted to get done and asked again.
    SW: Just give me a second, I have to turn it around first.
    That was the day I understood, why nobody gave him hell for having a bottle of vodka in his desk.

  21. 38:27 "I dunno who would spend three thousand dollars on a speaker phone."

    Likely the same people spending in excess of one thousand dollars every year on the new iPhone.

  24. 🤔 didnt know samsung had bought ast. at that point in time samsung was a "garbage" brand..i always thought of em as a cheap electronics kmart brand before many years later when they were making beast lcd monitors and flat panels…fascinating. never got around to watching this vid before because it was too long, but i now have at least two weeks of free time due to corona lockdown 😀

  25. I am reading this off of a script . So I say this. This is what the customer service person is doing.

    So I say (when I call in)
    I know that it really does not work as you described it. I know this because I have already done this and doing this does not do the thing you say it does. I know this and I think you either know this and are reading or using a script or else you believe it does something although it does not do that and you need to know it does not really work that way.

  27. Your talk is very interesting, I love anecdotes, the CD within 5 1/4 starts also happened to me.

    Some things that happened to me in technical support of my company, (I have a software and hardware company), when people did not know what a mouse was, since some computers used the Case, CPU placed under the desk the mouse cable seemed More logical that it came from the edge of the table and not from the screen, and by placing the mouse upside down it was impossible to make it work well,
    sometimes they used it sideways.

    Another thing that happened to me is that I said (point the mouse arrow at OK) and they placed the arrow on OK but did not press any buttons, that gave me some headaches haha.

    Also a technician once plugged the power of a hard drive in reverse (the thick 4-wire plug) and I don't know how I can get it, because that is not supposed to be done, of course I damage the hard drive.

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