dr_st wrote:Strange, I would expect someone working at support to know that there are several easy and documented ways to get the Windows version that work on every release starting from Win95, without asking silly questions about clouds or 'background with squares': hit Win+Pause, or right click 'My Computer' --> Properties, or Start->Run->winver. Take your pick. Of course that does not help if it gets stuck during boot, but then there are also documented ways of bringing up the boot menu / safe mode, whatever.
Don't be pretentious, dude. Work a day in tech support and see how each of those suggestions goes over. You're not wrong, there are shortcuts, and sometimes those work. But... sometimes you're working with someone who is visual, so you need to meet them where they're comfortable. The biggest skill in tech support is not your technical knowledge, it's knowing how to communicate with people - particularly those with very little technical knowledge. You start to learn which tactics yield results, and adjust your methods accordingly. It doesn't always work out, because people are different - their experiences are different, their attitudes, their language skills, their perceptions -- all different.
There are a lot of people out there... a LOT... who will not understand what you're saying if you say "right-click My Computer." It sounds ridiculous, but for one, you have to explain to SOME folks what it means to click with the right mouse button. Others, you have to clarify that "My Computer" is an icon that is (potentially) on their desktop. Oh, the Desktop is the screen you see when there aren't any windows open. A window is a screen like your mail or browser or a game.
I used to have to make sure, when helping someone set up their POP3 accounts, that when spelling "mail dot yourisp dot com" we are referring to correspondence, not anatomy.
dr_st wrote:Again, I'd expect support techs to actually know the advanced shortcuts that work on every version of Windows, so that it shouldn't take them (the support techs) any longer to diagnose problems.
All well and good, and many of us did. But, then you have to know things like, in Windows 98 you will often have to remove all the protocols in the networking panel and add them back because certain programs will botch registry settings to the point that a correctly configured stack just won't work. In XP, the best way was to use netsh to reset it, which... oh boy was that fun. Some people start to panic when you have them type at a CLI. Others just barge ahead and press enter every time you pause. At any rate, there's no Windows-key + NETSH shortcut there. You have to know which OS you're on, its quirks, and how to fix them.
dr_st wrote:So it's not really that the 13-year old you had no clue. It's just that as we get older, we get entrenched in doing things the way we are used to, and less open to change. It's a natural process for all of us pretty much.
True, but what change? Changes to a UI that don't improve things are unnecessary. OK, I'm a techie, I can adapt. What about the accountant, though? S/he's just trying to put numbers in Excel. Why do THEY have to learn a new UI? What does it do for them that the previous one didn't? How is it making their life better? Nobody reinvents the hammer every three years. It's a refined tool that works well at what it does, and you aren't going to improve it by re-releasing it with the peen hidden behind a slip-down visor.
dr_st wrote:Many (most?) of these touch gestures are available in Windows 10. Did you not know? Guess not.
I know a lot of them are available now, yes. (Although, this goes back to how I still haven't met a PC trackpad that works as well as Apple's. I'm assuming it's only a matter of time though.) That actually wasn't meant to be a dig at Windows. E.g., I use KDE 5 on a docked laptop with KB and mouse, and when I start coding or I'm logged into a bunch of network equipment and have half a dozen SSH windows open, I miss the gestures I use on OS X. Maybe some day I'll give Unity a shot and see if I'm missing anything.
ZellSF wrote:I asked technical people why they weren't using a solution available to them, at no point did I imply I was talking about the experience of doing tech support, nor do I see the relevance of it.
Sorry, that was not meant to belittle a perfectly valid suggestion. It doesn't work for me because often when I'm trying to re-acquaint myself with Windows, it's not my computer. That's all I'm saying. Well, that and I don't know why it's necessary to hack the OS back to something usable. The tech support bit is an illustration of why pointless change is not harmless.