Seems odd that a tech support person for a FLOSS program would want to install proprietary stuff, but that's off the subject...
My answer would be to respond to the tech that can't discuss the use of other software with a request / demand to be connected to someone that CAN discuss it... Presumably the person with the script is a first level peon who is only ALLOWED to do certain things following a specified protocol - and not following it could get them in trouble. While frustrating, it doesn't help anyone to get mad at the peon that is following their job instructions. So as soon as it becomes obvious that you are asking for resolutions / procedures that are outside their "designated box", requesting escalation to someone that CAN authorize non-standard approaches seems appropriate, and keep bumping it up the tree until you get to someone that can either let you use other approaches, or explain exactly what it is that their software does that yours doesn't (assuming Mary-Anne is correct in that the proprietary software does something non-obvious that the tech support folks need...) Make the complaint about needing to bump a secondary issue - if they get enough complaints, and requests to allow use of a FLOSS option then it may trickle back down to the peons on the front line... ART ------------------ Arthur Torrey - <[email protected]> ------------------- ----- Trimmed Original Message ----- From: [email protected] To: [email protected] Sent: Tue, 22 Apr 2014 16:00:17 -0000 (UTC) Subject: libreplanet-discuss Digest, Vol 52, Issue 1 Today's Topics: 1. How respond to a tech support technician that insists on needlessly installing proprietary software? (zerothis baud) 2. Re: How respond to a tech support technician that insists on needlessly installing proprietary software? (Mary-Anne Wolf) ---------------------------------------------------------------------- Message: 1 Date: Mon, 21 Apr 2014 12:35:25 -0700 From: zerothis baud <[email protected]> To: [email protected] Subject: [libreplanet-discuss] How respond to a tech support technician that insists on needlessly installing proprietary software? Message-ID: <cacvt24ffectyns+9d-nrzz0o8eyjp4+nzkb_ubgvcyrz5re...@mail.gmail.com> Content-Type: text/plain; charset=UTF-8 Very often technicians start down the path of having me install software without saying what they're doing. I've gotten to where I can recognise this and respond with directly to the issues they will suppose makes it necessary for them to have their software and only their software installed. .......
