So When your deal with tech support

Hi everyone,

I’m sorry if this blog post is a little bit late coming this week.  I’ve spent the last few days dealing with some technical issues on the blog that have prevented me from being able to add new posts.  Let me just say the experience was not a very pleasant one.  That got me thinking about technical support, “Why is it often so frustrating to deal with?”  When I first realized I was encountering issues with my blog site in the middle of last week I didn’t really think it was all that serious.  First, here is a little backstory on where things started going downhill for me.  What I’ve been trying to do is recover my password so I can login to the admin section of the blog and keep the posts coming out.  However, attempting to send myself a password reset email results in a server error 500 message, which seems to be internet’s equivalent of the old “blue screen of death” which computers used to display before they would spontaneously catch fire.  I’m just kidding about the fire of course unless you were really unlucky.

What followed next was about 30 minutes in a live chat session with a tech support representative from the hosting company I use.  The net result of that conversation was that I would need to submit an additional help ticket to their support department.  Now where I think a lot of people get frustrated at support staff right here in the process.  It’s taken half an hour to tell me essentially the person I’ve been chatting with isn’t in a position to help me, and I’ve now essentially got to start again this time playing what amounts to emails’ version of telephone tag.  Now at this point things have started to get a little annoying, but still hopeful for a quick resolution I sent off a support ticket detailing the issue.


The following morning I received a reply (which isn’t bad considering this was now Saturday) the trouble was that the person responding clearly either hadn’t read or understood that all I was trying to do was send a reset password request to my email address.  I can only assume that my support ticket was directed to this guy  Needless to say by now I was frustrated, if I’d had a mirror handy I probably would have looked like this fellow:

So for now the struggle continues to find genuine answers and get back into the blogging saddle proper.  If you’re reading this on my blog you can take some comfort in the fact that some way, somehow I was able to get things working again.

*Update*  Just got everything back up and running Happy Days are here again!!