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Glenn Wakefield
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Multnomah Falls Oregon
April 25, 2013
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Because we all have an obligation to be responsible custodians of our fragile earth and all of it's beautiful creatures.

Found this and thought it was quite apropo and worth sharing.

The Man He Killed by Thomas Hardy

Had he and I but met
    By some old ancient inn,
We should have set us down to wet
    Right many a nipperkin!

    But ranged as infantry,
    And staring face to face,
I shot at him as he at me,
    And killed him in his place.

    I shot him dead because—
    Because he was my foe,
Just so: my foe of course he was;
    That's clear enough; although

    He thought he'd 'list, perhaps,
    Off-hand like—just as I—
Was out of work—had sold his traps—
    No other reason why.

    Yes; quaint and curious war is!
    You shoot a fellow down
You'd treat, if met where any bar is,
    Or help to half a crown.

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So, yesterday my wife and I were at Valley View AMC to watch The Hobbit and the snow/sleet was just slowing down after depositing it's blanket of ice on the cars... My wife was inside as I went to get our car and when I picked her up she told me the following little anecdote.

While waiting for me, she saw someone in the parking lot dressed in tennis shoes, shorts, and a short sleeve shirt working hard to scrape the snow from all of the windows on a car. As he shivered and scraped, she thought to herself, "Some really ignorant individual... knew how cold it was and still went out today without long pants or a jacket..."

The man finished scraping the ice off of the car and then... turned around and walked to a different car which was running and had all of it's windows already cleared and got in and drove away. Apparently, the car whose windows he had scraped wasn't even his!

WOW! Suddenly, the realization hit... This was not the ignorant individual that he originally appeared to be at all! He had stepped out of his own warm and comfortable vehicle and voluntarily subjected himself to the cold in order to make someone else's day a little brighter... A good Samaritan on Christmas day and we had the privilege of observing his act of kindness. It makes me stop and think... Random acts of kindness... Bless you good Samaritan and may your selfless acts return to you a hundredfold!

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I just found this image on Imgur. Beautiful so I decided to share it. Happy Litha everyone!

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So, My sweet wife sent me a link to an article at that I feel sums up quite nicely how we Techies often feel when faced by a cantankerous caller or one who just feels like we are the best target for their ire... So, without further ado, The Ten Commandments for having a pleasant and fruitful Tech Support call... Copied from


1. Do not immediately mouth off that you feel the product is defective. Sure in some cases that’s true, but many times that “defective” product can be fixed by a reboot/reset/reload/reformat etc.

2. Do not spout off your credentials like your degree, certification or whatever. 1), It’s not going to make the CSR skip troubleshooting steps, and 2) It’s only going to make you look foolish when the fix was something simple like a power cycle or moving to a different outlet. Just do what the CSR tells you to do.

3. Do not refuse to do a troubleshooting step that may end up fixing the problem because you feel it’s not going to work. Remember, you called us for help. Also, don’t mouth off that you “know” what the problem is, because again when the problem wasn’t that it’ll make you look foolish.

4. In cases where the CSR diagnosed that your computer needs to be formatted and reloaded, sure it’s ok to have to call us back after you back up your stuff. What’s not OK is when you refuse to do a format and reload because “you have to spend a bunch of time reinstalling your software.” Come on, are you that lazy?

5. BE IN FRONT OF YOUR COMPUTER WHEN YOU CALL. Also, when calling please have your computer turned on and ready to go. The only exception to this is when calling about your PC having an error on startup, obviously the CSR will want to know what the error is by having you turn your computer on.

6. This is when calling ISP tech support: When the tech finds your modem is indeed defective, do not bitch and moan when he/she tells you that you need to pay for a new one if it’s out of warranty, or mouth off that because you’re paying for the service you should get a new one for free. Why? It’s very simple: your ISP does not make the modems. They were made by a 3rd party company that gives at best a 1 year warranty, and your ISP is really just a reseller that can only replace the modem for free when it’s in warranty. It’s like a car: Once your car goes out of warranty, you’ll have to pay for repairs even though you still are making payments on it. Are you going to mouth off to the dealership about it?

7. Also, for ISP tech support: When the CSR tells you the company is not responsible for inside wiring and if you want inside wiring covered you need to buy a monthly service plan, do not mouth off with “Yes you are” or “I don’t see how I’m responsible for my inside wiring.” If you were to buy a Mustang, is your dealer responsible for all the aftermarket crap you’re going to put on it? Also, some of you might say “but they installed the jacks/coax/whatever so yes they are responsible.” Um, no. Once those jacks get installed, they’re installed as-is with no warranty. Simply put, if you want your inside wiring covered, don’t be a cheapskate and pony up for the monthly service plan.

8. Don’t accuse the CSR of patronizing you or say something asshole-ish like “none of your business” when he/she asks you “how’s the weather” or “how’s your day going today.” Not only is the CSR trying to be nice, but many times it’s part of their QA requirements to say things like that to “build rapport.” In other words, they are trying not to flunk their audits and in many cases lose their bonus. Just answer their question and get on with life.

9. If the CSR tells you something is not covered, IT’S NOT COVERED! Also, do not mouth off that you got a virus even though you have antivirus software and start saying the software is crap etc. AV software is like modern safety features on cars: Just because modern cars have 10 airbags, door guards etc doesn’t mean you won’t get hurt in a crash, just because you have antivirus software doesn’t make you immune to viruses. Also, getting a Mac doesn’t make you immune to viruses either.

10. Last few things I want to mention: When you tell me “I’ll let you talk to me son he’s a genius,” please keep in mind that just because he plays WoW 10 hours a day does not make him a Genius! Also, if you hate calling tech support and getting India, here’s a tip: spend a little more and get a product marketed towards businesses. Wonder why the business-class router is $250 and that Linksys consumer router is $60? Because when you call tech support on the $250 router you get an American who can troubleshoot with his eyes closed. With the $60 Linksys router you’ll get a script reader that you can’t understand. Oh, and do not get butthurt that the CSR can’t make direct recommendations, because companies don’t like being liable if for example it hoses your system.*************************************************************************************

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