IMHO, this is the main reason L1 support "sucks" so much. Having been a support guy in a previous life, nothing feels worse than skipping the annoying trivial question (e.g did you install the software after diwnloading it?) only to find out after 25 minutes of debugging that they, in fact, did not actually install the software. That particular call started with "all I see are codes" as the opening line. Had I asked if they'd installed the web application on their server instead of extracting random .js and .aspx files and double-clicking on them in Explorer, I could have saved everyone a lot of time.
IMHO, this is the main reason L1 support "sucks" so much. Having been a support guy in a previous life, nothing feels worse than skipping the annoying trivial question (e.g did you install the software after diwnloading it?) only to find out after 25 minutes of debugging that they, in fact, did not actually install the software. That particular call started with "all I see are codes" as the opening line. Had I asked if they'd installed the web application on their server instead of extracting random .js and .aspx files and double-clicking on them in Explorer, I could have saved everyone a lot of time.