now this tech is telling me that it's a new serial number, so they actually replaced the unit. but it's still doing the exact same problem. it prints one label, then says that it failed to print that one, and just sits there refusing to print any more labels. ever!
he's telling me that it could be a firmware update issue and that we should go ahead and update the firmware for this printer. ok, i'm willing to try it since it'll be done while i'm on the phone and i shouldn't have to hang up and call back.
i know i've had my fair share of both sides of these tech calls, being the customer and being the support. honestly, i don't really like being the customer...
scratch that, he DID want me off the line. as i've said before, i've been on both sides, and i can tell when the tech is just trying to get me off the line because a problem is too hard for them to figure out easily. he's emailed me the info on how to do the firmware update, so i can do it "at my own convenience". this is tech-speek for "don't stay on my line, i've had a long day and really would rather not help you right now, so i'm gonna email you something to try and if/when it doesn't work you'll call back and most likely get some OTHER tech besides me so i won't have to deal with this issue any more".
these techs think i'm some idiot or something. the reality is that i probably know more than they do when it comes to computers!
i really wish i could just make them understand that i know what i'm talking about and have the issue pretty-well narrowed down to what the problem is.
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