Hacker News Reader

Comment by tjbiddle | Hacker News Reader

Unfortunately this same attitude bleeds into consumer-facing customer support so often.

I'll find a bug, and message support about it.

Yes - I've cleared cookies, Yes - I've tried incognito, Yes - I've rebooted, Yes - I've tried a separate browser, Yes - I've tried a VPN, Yes - I've tried different DNT, Yes - I've tried incognito, Yes - I've tried rebooting, Yes - I've tried an entirely separate device.

Infuriating. I'm sure it catches plenty of tech illiterate people's garbage bug reports that are just their issue - but so often I'm left banging my head on a desk when I know it's an actual problem.

View on HN

It catches tech literate people's bugs so often too.

I maintain my teams VPN, and I have a script that I ask people to run to generate logs when there's an issue. It checks connectivity, flushes DNS, restarts the VPN and toggles the network device off and on again, then checks connectivity again.

The only person so far who this didn't fix the issue for (on an engineering team) was someone who had another VPN client installed and running, despite their insistence that they had followed the setup instructions clearly. That person was an engineer working on infrastructure and online services.

Apple wouldn’t even tell me they refuse to ship a replacement AirPod (I have to make a repair appointment) until I went through their trouble shooting process.

The worst part is if they can fix my airpod, they will charge me $69 for the fix. If they can't, they will charge me $69 to replace the airpod. If I say its “lost”, they’ll make me go through “find my” and then charge $69 for the replacement. I’m considering putting it in a blender to speed things up.

I think you misunderstood this whole process. Airpods are impractical to repair so when you get it "repaired" at the apple store or mail it in, they are always giving you brand new airpods. If you don't have applecare, "repairing" costs the same as buying a replacement because that's exactly what you're doing.

I dont think this is the same problem.

Reply on news.ycombinator.com