I sometimes wonder what the purpose of such an existence is, but I can't really picture doing anything else.
The real, noble purpose of such a job is to help out those of us who DO know what we're doing. People who can do basic diagnosis, problem-solving, and google-searching - but either can't find the solution for a fairly complicated problem or need something that's beyond our reach (like having warranty-provided hardware sent for a problem we've already diagnosed as needing the hardware to fix).
Sometimes I wish tech support lines would have an alternative for those of us who do know what we're doing - have the majority of workers working the "general" line for anybody who doesn't know what they're doing, but also commit a small minority to a different extension so that we can get right down to fixing the problem without all the introductory BS used to ensure that we know what we're talking about. I suspect things would go a lot faster for people like myself (though it'd probably make the lives of the "general" tech support workers even worse!)
For instance, the other week, my AC adapter for my laptop blew. I tested the battery, the computer, and the cord. Based on the AC adapter's previous and current behavior (the LED on the adapter wasn't shining, indicating power wasn't even reaching the box), I knew I needed a replacement (as covered under warranty).
I immediately explained all this to the tech support guy and then requested the adapter be sent, based on my pretty air-tight reasoning that the problem could only be addressed by this specific hardware replacement - but he still followed the flow-chart, making me check the battery, the laptop, the adapter, and every sort of cross-check. He asked me a questions, knowing I already knew the answer (because I had provided him the answers in my introductory explanation to the problem!) What should've been a 4-minute phone conversation ended up taking 30 minutes.
USS Triumphant said:
our boss was worried that the news it would make would make people think we snooped through all their files when they brought a machine in to have it worked on. We do, of course, but we don't need to advertise it.
And that's wrong. It's unethical and it's unprofessional.
You don't have the right to go through your customer's stuff in any capacity that doesn't help you fix their computer. Customers have a basic expectation of privacy. For instance, I have sensitive, embarassing, PRIVATE material on MY computer, like pictures of my girlfriend (material I'm not ashamed to admit exists, but won't want anyone to see). Assuming I don't leave it on my desktop, assuming it's buried even ONE folder down, I would expect that any tech support guys wouldn't be going through it and viewing it.
Imagine you had a plumber over to fix the pipes in your bathroom. You'd probably be pissed, and feel violated, if he took advantage of the opportunity to rummage through your wife's panty drawer when you weren't looking.
And please don't say that "they deserved it" or what they were doing was "illegal anyway." Because two rights don't make a wrong. (Not to mention, by your own admission, that your own compromised position as a snoop prevents you from working to make sure these people are brought to justice).
it looked like the material was stuff he had gotten from other commercial porn sites, not stuff he had originated
If he's running a server with kiddie porn, he's working to distribute it and create a market for it (whether he snapped those photos personally or not). Which is not only illegal, but incredibly WRONG as well.
But let's be honest - that was just a rationalization, to cover up the shame felt when you realized the only REAL reason you didn't do anything to notify the authorities was because you didn't want to be exposed for the Peeping Toms that you are.
