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quinn222 at 06:18pm on 28/02/2006
quinn222 at 06:18pm on 28/02/2006As you know I really do not discuss the details of my job very much but I have to share this one. I often provide technical support on the telephone. Sunday when I was on call I got a message from a guy who wanted to set up an e-mail address. I told him I would set it up in the morning. I set it up and called him and told him what it was and showed him how to access it and change his password and all that. Since he wanted to use Outlook I directed him to a document on our web site where he could print out step by step instruction for setting it up. The document has pictures (screen caps) of just how each step will look. You would think it would be foolproof but, of course, it's not always.
Last evening he called me. He was trying to follow the steps but nothing was working. He would click on tools but nothing would happen. And if he tried to close the window that popped up it wouldn't close and he couldn't click on it etc. etc.
Turns out he never even opened Outlook. He was clicking on the screen captures.
[insert faceplam here]
Last evening he called me. He was trying to follow the steps but nothing was working. He would click on tools but nothing would happen. And if he tried to close the window that popped up it wouldn't close and he couldn't click on it etc. etc.
Turns out he never even opened Outlook. He was clicking on the screen captures.
[insert faceplam here]
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There was curious silence and this little, "Oh, you mean I have to load the diskette you sent me to do the update?"
I don't think I'll ever forget it.
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lol
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However, it was my desire to 'play reindeer' games with everyone on the internet that greatly improved my computer skills. My staff at work has even noticed and teases me.
In fact both of you have helped me by patiently (hmmm now I'm wondering) answering my questions. LOL!
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lol, I'm sure you were no where near the level of some of these folks. I try and be very patient with them though. I imagine how I'd want my mother treated in similar circumstances. It helps.
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Maybe you next set of directions needs to start with "Turn on Computer" and go from there. LOL
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I know, it's amazing. The guy I was talking to kept talking into his other phone discussing engineering specs with someone. It was frightening to think of.
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I hope he's not developing something that I need to utilize. LOl
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I sent him the link to snopes. The entry has the same email.
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One has to wonder how long he'll be your IT guy.
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Probably a long time, he's still light years ahead of these folks. I had to help some of my coworker's send emails with attachments.
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We used to have various check boxes in our ticketing system when I did dial-up support (yes, dating myself a bit) that would indicate certain things like:
FF - Frequent Flyer -- Called at least 3 or more times a week
IHIA - Inserted Head In Ass
The every popular PEBKAC and variations.
Luckily, the people in charge never caught on, and we knew what we were getting into before we got involved with the caller.
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Your anecdote is entertaining, anyway,
Yarlung
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Customer: "I got this problem. You people sent me this install disk, and now my A: drive won't work."
Tech Support: "Your A drive won't work?"
Customer: "That's what I said. You sent me a bad disk, it got stuck in my drive, now it won't work at all."
Tech Support: "Did it not install properly? What kind of error messages did you get?"
Customer: "I didn't get any error message. The disk got stuck in the drive and wouldn't come out. So I got these pliers and tried to get it out. That didn't work either."
Tech Support: "You did what sir?"
Customer: "I got these pliers, and tried to get the disk out, but it wouldn't budge. I just ended up cracking the plastic stuff a bit."
Tech Support: "I don't understand sir, did you push the eject button?"
Customer: "No, so then I got a stick of butter and melted it and used a turkey baster and put the butter in the drive, around the disk, and that got it loose. I can't believe you would send me a disk that was broke and defective."
Tech Support: "Let me get this clear. You put melted butter in your A: drive and used pliers to pull the disk out?" At this point, I put the call on the speaker phone and motioned at the other techs to listen in.
Tech Support: "Just so I am absolutely clear on this, can you repeat what you just said?"
Customer: "I said I put butter in my A: drive to get your crappy disk out, then I had to use pliers to pull it out."
Tech Support: "Did you push that little button that was sticking out when the disk was in the drive, you know, the thing called the disk eject button?" Silence.
Tech Support: "Sir?"
Customer: "Yes."
Tech Support: "Sir, did you push the eject button?"
Customer: "No, but you people are going to fix my computer, or I am going to sue you for breaking my computer!"
Tech Support: "Let me get this straight. You are going to sue our company because you put the disk in the A: drive, didn't follow the instructions we sent you, didn't actually seek professional advice, didn't consult your user's manual on how to use your computer properly, instead proceeding to pour butter into the drive and physically rip the disk out?"
Customer: "Ummmm."
Tech Support: "Do you really think you stand a chance, since we record every call and have it on tape?"
Customer:(now rather humbled) "But you're supposed to help!"
Tech Support: "I am sorry sir, but there is nothing we can do for you. Have a nice day."
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Our standard (once we hang up) response to some of these people is: Please pack up your computer and return it to the manufacturer. You are just to f****** stupid to own a computer.
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LOL. You should so join [info]techsupport. ;)
Done!
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Here you go: