An actual transcript from a “technical support” chat with Microsoft.
Outsourcing telephone support jobs to cheaper foreign labor sources is one of the reasons my sister is currently unemployed. But that’s just one of the reasons I’m so opposed to outsourcing. The other is obvious from this actual transcript from a recent technical support session I had with Microsoft. This alone is one good reason to avoid buying products from companies that outsource their technical support.
Welcome to Microsoft Windows XP Chat Support
The Windows XP Chat Session has been accepted.
{Vinoth}Thank you for using Microsoft Windows XP Chat Support. My name is Vinoth. May I address you by your first name?
{Maria Langer}Yes.
{Vinoth}Thank you.
{Vinoth}Maria, how are you today?
{Maria Langer}I’d be better if I could get this thing to work.
{Maria Langer}Can I explain my configuration to you? It’s somewhat unusual.
{Maria Langer}I think knowing what I have here will help you.
{Vinoth}Maria, please do not worry, I will put my level best to fix this issue.
{Vinoth}Sure.
{Maria Langer}All the computers are networked via a wireless network on an Airport Base Station.
{Vinoth}Okay.
{Maria Langer}So I know the wireless part is okay.
{Maria Langer}The printer is an HP LaserJet 2100TN network printer.
{Maria Langer}It is connected to one of the Macs via an Ethernet cable and hub.
{Maria Langer}I cannot, however get the PC to print to the printer.
{Vinoth}Is your computer is connected to a Domain or a Workgroup?
{Maria Langer}Domain or workgroup. Not sure what you mean.
{Vinoth}Is the airport basestation is connected to any fileserver?
{Maria Langer}No.
{Vinoth}Okay.
{Vinoth}Just to make sure I have the correct information, could you please confirm the following information?
Case ID : SRZ050606001585
Email Address : mlanger@xxx.com
Phone Number : 928-684-XXXX
{Maria Langer}That looks right
{Vinoth}In case, if we need to contact you through phone regarding this issue, what would be the best suitable time (A two hour time slot with the time zone)?
{Maria Langer}Mornings are best. I’m here by 7 AM MST.
{Vinoth}We are going to troubleshoot this issue through chat and in case if we need to contact you through, can I take the suitable call back time as 7 am – 9 am MST?
{Maria Langer}Any time from 7 AM to 3 PM should work.
{Maria Langer}That’s a more precise answer.
{Vinoth}Okay.
{Vinoth}Maria, I understand that you want to install a network printer in your wireless network environment, is this correct?
{Maria Langer}Let me try this again.
{Vinoth}Okay.
{Maria Langer}I want to connect to an existing printer that is connected to a computer accessible via a wireless network.
{Maria Langer}Ok.
{Maria Langer}I guess the terminology would be to “add” a network printer to Windows.
{Vinoth}May I know how many computers connected in your network?
{Maria Langer}There are actually 3 Macs and 2 PCs, including my husband’s laptop in the other room. But I don’t access the Laptop.
{Vinoth}Maria, I understand that you have 3 Macs and 2 PCs and your laptop, currently the HP Printer is connected to one of the MAC and working correctly as a Local Printer, now you want to install that printer as a network printer so that you can give print from any one of this computer, is this correct?
{Maria Langer}Yes, but that printer is also working fine as a network printer among the Macs. Printer sharing is turned on on the Mac.
{Maria Langer}I don’t think it’s working as a “local” printer at all. They all access via the network.
{Maria Langer}The answer, according to the Apple support site, is to set up SMB/CIFS printer sharing.
{Maria Langer}There’s nothing about it in onscreen help.
{Maria Langer}http://docs.info.apple.com/article.html?path=Mac/10.4/en/mh1770.html
{Vinoth}Okay.
{Vinoth}Do you able to access that network computer through any of the other two Windows XP Desktop computers?
{Maria Langer}Yes.
{Maria Langer}The computer I’m trying to print from has no trouble “talking” to any of the Macs via the Wireless network.
{Vinoth}May I know the operating system of both the MAC and the Desktop Computer (XP Home or Professional)?
{Maria Langer}Mac = Mac OS X 10.4.1
{Maria Langer}PC = Windows XP Home
{Vinoth}Thank you for providing this information. Please give me 2 to 5 minutes, while I go through this case information. In the meantime, please read through the following:
{Vinoth}In the meantime, if for any reason you need to reconnect to Chat Support regarding this issue, please use your SRZ case number.
To reconnect, please do the following:
1) Open “Help & Support”
2) Choose to “Get Support”
3) Choose to “Get Help from Microsoft”
4) On the next screen, choose the option to “View My Support Requests”
5) Click on this SRZ Case number in the ID list and then select Chat.
{Maria Langer}Okay. Perhaps you can point me to a document with the following information:
{Maria Langer}”To print to your printer, Windows users must configure an SMB/CIFS network printer and use the Postscript printer driver, even if the printer isn’t a Postscript printer. Your Mac will translate the Postscript code into code the printer can understand. Have the Windows users see their Windows documentation for information on adding a network printer.”
{Vinoth}Okay.
{Vinoth}Now, all the computers in the network able to communicate with each other (both the Mac & Desktop Win XP) and the HP printer is working as a network printer and you can able to access the printer on all the MAC computer and now you want to share the printer so the Windows XP Computer can also access that computer, is this correct?
{Maria Langer}The printer is already set up for sharing, but the PC can’t “see” it.
{Maria Langer}In other words, I’ve done everything correctly on the Mac side. It’s the windows side I can’t get set up right.
{Vinoth}Does only the Windows XP Desktop computer unable to access the Printer or the MAC?
{Maria Langer}Yes.
{Vinoth}Does the MAC computer able to access this network printer?
{Maria Langer}Yes.
{Maria Langer}All of the computers can print to the printer EXCEPT THE WINDOWS PC.
{Vinoth}Okay, please give me 5 to 7 minutes to research this issue.
{Vinoth}Thanks for waiting. I appreciate your patience.
{Vinoth}Maria, since the printer is connected to one of the MAC, it lies under out of our Windows XP Support boundary, but still I will my level best to fix this issue.
{Vinoth}I’m going to research this issue for you now. It could take up to 5 to 8 minutes to check every possible avenue for a resolution to our issue. If you need to step away from the computer for a few minutes while I’m researching it, please feel free to do so. Your patience and co-operation is highly appreciated.
{Maria Langer}THIS IS BULLSHIT. The problem is, you don’t understand English.
{Maria Langer}While I was waiting for you to decipher the information, I FIXED THE DAMN PROBLEM.
{Maria Langer}Why do you think I have FIVE MACS and only one PC?
{Maria Langer}Because I’m sick of dealing with support people who will use any excuse they can to NOT answer a question they don’t understand.
{Vinoth}I am sorry for the inconvenience.
At that point, I left the chat.
Subsequently, Microsoft tried to contact me several times to talk to me about this session. I refused to talk to them.
It’s a shame that one of the biggest companies in the world, owned by the richest man in the world, turns its back on the U.S. public by outsourcing jobs to people who don’t even have the basic communications skills needed to get the job done.
I’d ask everyone to boycott Microsoft, but we all know how impossible that is. Instead, I ask that if you have a similar experience, write to Microsoft to complain. Let them know that U.S. customers want to be supported by U.S. workers. Keep jobs for American companies in the U.S.
I reached Ennis, which Lynn had told me was very touristy. I didn’t really notice that, but I made my turn there, so I may have missed that part of town. I was still on route 287, but it was heading southbound now. After a while, the road joined up with the Madison River, which I followed for quite some time. When I got to the turnoff for Quake Lake, I turned in. Lynn had told me a little about the place and said she’d wanted to see it when she and Ray had driven past. Ray hadn’t been interested at the time, so they’d gone past without stopping. The place was situated in a canyon where the Madison River flows. In the late 1950s, an earthquake had caused a landslide that dumped debris into the river bed. Twenty-eight people had been killed, although I don’t know how. Perhaps they were on the road there? In any case, the natural dam caused by the landslide had created Quake Lake. I read all this on the sign outside the visitor center. It was all I needed to know, so I didn’t go in. I took a picture of the little lake, then got back into the car and continued on the road as it wound alongside it. There were lots of dead trees sticking out of the water. I imagined a heavily forested canyon suddenly filled with water and the slow death of the trees that were submerged.
I headed into the park, crossing over the border into Wyoming, the eighth state I’d visited so far. My National Parks pass got me in without a fee. (It works at Yellowstone but not Mt. St. Helens? What kind of bull is that?) I took the map and gave it a quick look. My objective was not to visit the park. My objective was to take a nice, scenic ride south toward Salt Lake City. The problem was, it was a Saturday in August. The park was full. And the tourists were of the most annoying variety: drive-through tourists who will stop their car anyplace someone else has stopped, just to take a picture of whatever that other person is taking a picture of. When I wanted to drive slowly, there was someone on my butt. When I wanted to drive faster, there was someone in front of me. When I wanted to stop in a place where no one else was stopped, two or three other cars immediately appeared, spewing occupants armed with cameras to take the same picture I was trying to take. At one point, I reached a traffic jam on a narrow, one-way road as at least 30 cars had stopped to photograph a grizzly bear on the other side of a creek. I was so wigged out by the crowd that I neither stopped nor saw the bear.
I did see plenty of elk, though. The first herd was right inside the park, grazing along the Madison River. I guess seeing tourists have tamed them, to a certain extent, because some very gutsy tourists were approaching quite close and the elk didn’t seem to care. I also saw a few bison. Most of the bison, as I recall, are on the grassy east side of the park. I was on the west side. I saw four individual animals, each of which were the subject of many tourist photos. But the one that amazed me the most was the one walking alongside the road in a forested area. I think he was lost. But he was walking on the pavement, forcing vehicles to go around him. That, of course, caused a traffic jam because everyone wants the thrill of driving alongside a walking bison. When it was my turn to pass him, I didn’t stop. I just aimed my camera and pushed the button while I kept driving. He was so close that someone sitting in my passenger seat could have reached out and touched him. Although he didn’t seem interested in me (or anyone else), I could imagine what those horns would do to my car’s paint job if he decided he didn’t like the color red. I wondered what he thought of the long line of campers and SUVs and cars filing past him in slow motion. I also wondered where he was going. Probably to the administrative offices to complain about all the traffic and exhaust.
I took the exit to the Old Faithful Inn, in search of a decent lunch. I got a great parking spot in the shade and got out with my camera. There was a huge crowd of people sitting on benches, facing the Old Faithful Geiser, which was spewing out various amounts of steam to keep them entertained. I tried two places and found a cafeteria and a buffet. I checked out the buffet and was surprised to find that the cafeteria food had looked better (although it didn’t smell better). As I was walking back to my car, Old Faithful let go and I managed to get a bunch of good photos. It was still bubbling water when I left.
I also managed to get a photo of this little fellow. It’s unfortunate, but people at national parks find it necessary to feed the wildlife. As a result, they become tame, like this guy probably was, and they forget how to forage for themselves. In the winter, when there are fewer tourists around, they starve. That is if they don’t get sick and die from the junk the tourists feed them.
The road followed the Snake River down to Jackson Lake and Grand Teton National Park. The main feature of Grand Teton is the mountain with the same name, on the southwest side of the lake. It’s 13,770 feet tall, very rocky, and has a glacier not far from the top. In this photo, it’s the mountain that’s farthest away. It was after 3 PM and the sun was moving to the west, making it difficult to get a good photo of the mountains from the east. I followed the road, choosing the path that kept me close to the lake rather than the faster road that went direct to Jackson. A scenic drive.
The folks at the Old Nursery Coffee Company here in Wickenburg have added free wireless Internet access. So now I’m sitting at a table in the shade, watching the world go by and sniffing the wonderful aroma of orange blossoms while I type this blog. Today is also the day I brought Alex to start his “day job.” Alex’s old cage has been sitting out on our back patio, getting ruined by the afternoon sun, for about a year. The coffee shop here has a nice roof overhang by the front door that’s perfect for Alex’s cage. So I asked Heather if Alex could spend the day here. She liked the idea. Today’s the first day that I’m not working hard on a book (I finished my Tiger book on Friday) so I decided to bring Alex and his cage today. It took me about a half hour to get his cage out of Mike’s pickup and set up on the patio. Now he’s climbing around in there, talking now and then (“Hi Goober”). He wasn’t happy to go into the old cage, but I think he’ll be okay. He seems to be settling in. I’ve been here with him for about an hour, but when I finish typing this and uploading it to its site, I’ll go do some errands and check back in a while.