Regular readers will probably know I used to be a support tech for a medium large ISP in the American Midwest. I loved that job, although it could be frustrating at times, and I have to tell you, working at that job just completely confirmed all of my dislike of stupid people and confirmed all of my cynical pre-conceived notions about the nature of human beings.
And, frankly, working as a support tech will make ANYone cynical. I’m convinced of that.
Anyway, one of the places we provided support for had a reputation for being full of utter morons. There was a big maximum security prison in the city, and apparently a lot of families moved there to be near Bubba while he did his term for armed robbery or whatever. In fact, the prison was the only real ongoing industry in the city, which had once been fairly big and thriving, but economies change, etc. It had become a place with lots of cheap housing, which does tend to draw a certain sort of “lower” element of society…
I’ll refer to this city as Dumbville, which was the actual nickname we used for the place.
A newish support tech was on the phone with a client. General Manger, who was NOT a Suit or a Sales Weasel but rather a techie who had a fair bit of business experience, walked into the tech lair. Newish tech is looking somewhat confused and/or stressed. Tech asks the person on the phone to hold, lowers the phone, and turns to the General Manager.
Tech asks GM question, something along the lines of, “This person is trying to do [something that should be really simple] but they can’t. I’ve been on the phone with them for a while now, but I can’t figure out what the problem is. Any ideas?”
GM mimes/says quietly, “Are they on hold?”
Tech sort of half nods in a non-committal way.
GM then asks, “Are they from Dumbville?”
Tech nods tiredly and rolls his eyes.
GM then launches into a loud and highly derogatory rant about how Dumbville is full of complete and total morons. Tech goes pale. Tech raises phone to ear and stammers something like, “Uhhh… you there?” GM goes red. Phone had NOT been on hold. Client heard the whole rant. Client was NOT pleased.
I can’t remember how they got out of that one, actually…
And no, the newish tech wasn’t me. He did learn his lesson, though. He ALWAYS used the actual “hold” button from that day forward.
