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When a support agent asks me to clear my browser's cache and cookies, I get the feeling that they don't care... (self.microblogish)

submitted 6 days ago* (last edited 6 days ago) by xia to c/microblogish

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Yes, in part that they don't care that they are making more work for me (logging back in to every site), but moreso that they don't care how (or that) their website is broken.

If I, through ordinary use of a website, can get it into an inconsistent state, then other users probably are too. Isn't the site-specific state VALUABLE in diagnostics? Shouldn't your SREs be itching to get ahold of a bonafide failure case? Why is it the first thing that is so carelessly destroyed?

In theory, even if they are getting flooded with tickets from their broken website... what if it's not THAT known issue your site is dealing with, but a DISTINCT issue that might not be solved by the same solution. Where is the science/knowledge process here?

Yes, I ought to be able to cast it into a perspective of them trying to unblock me as fast as possible, but for some reason... hearing something so blithe tends to send a clear signal that you want me to quickly go away and stop bothering you... that they don't care in general.

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[–] pressedhams@lemmy.blahaj.zone 4 points 6 days ago (1 children)

Well, I can say as someone who works a support desk, I don’t have control over what the devs do with the website. There is a known issue switching between accounts and you have to clear your cache for all time every time you switch. Our site also only supports Chrome/Edge so fuck Safari and Firefox I guess.

[–] witheyeandclaw 1 points 2 days ago

If I forward that incident to the resolution team without trying browser troubleshooting first, especially if the Knowledge Base says to, it will be sent right back to me and eventually I will be disciplined for it.