Re: [libreplanet-discuss] How respond to a tech support technician that insists on needlessly installing proprietary software? (libreplanet-discuss Digest, Vol 52, Issue 1)

[arthur_torrey]

Seems odd that a tech support person for a FLOSS program would want to install 
proprietary stuff, but that's off the subject...

My answer would be to respond to the tech that can't discuss the use of other 
software with a request / demand to be connected to someone that CAN discuss 
it...  

Presumably the person with the script is a first level peon who is only ALLOWED 
to do certain things following a specified protocol - and not following it 
could get them in trouble.  While frustrating, it doesn't help anyone to get 
mad at the peon that is following their job instructions.  

So as soon as it becomes obvious that you are asking for resolutions / 
procedures that are outside their "designated box", requesting escalation to 
someone that CAN authorize non-standard approaches seems appropriate, and keep 
bumping it up the tree until you get to someone that can either let you use 
other approaches, or explain exactly what it is that their software does that 
yours doesn't  (assuming Mary-Anne is correct in that the proprietary software 
does something non-obvious that the tech support folks need...)  

Make the complaint about needing to bump a secondary issue - if they get enough 
complaints, and requests to allow use of a FLOSS option then it may trickle 
back down to the peons on the front line...

ART

------------------
Arthur Torrey - <arthur_torrey@comcast.net>
-------------------


----- Trimmed Original Message -----
From: libreplanet-discuss-request@libreplanet.org
To: libreplanet-discuss@libreplanet.org
Sent: Tue, 22 Apr 2014 16:00:17 -0000 (UTC)
Subject: libreplanet-discuss Digest, Vol 52, Issue 1


Today's Topics:

   1. How respond to a tech support technician that insists on
      needlessly installing proprietary software? (zerothis baud)
   2. Re: How respond to a tech support technician that insists on
      needlessly installing proprietary software? (Mary-Anne Wolf)


----------------------------------------------------------------------

Message: 1
Date: Mon, 21 Apr 2014 12:35:25 -0700
From: zerothis baud <zerothis23@gmail.com>
To: libreplanet-discuss@libreplanet.org
Subject: [libreplanet-discuss] How respond to a tech support
        technician that insists on needlessly installing proprietary software?
Message-ID:
        <CACvt24FFeCTyNs+9d-nRZz0O8EYjp4+nZKB_ubgVCYRZ5RE0jA@mail.gmail.com>
Content-Type: text/plain; charset=UTF-8

Very often technicians start down the path of having me install
software without saying what they're doing. I've gotten to where I can
recognise this and respond with directly to the issues they will
suppose makes it necessary for them to have their software and only
their software installed. .......