’Oh, for fuck’s sake.’ His voice travelled around his monitors and across the office, muffled ever so slightly on its journey.
I slipped a headphone off one ear, trying to hold onto a thin thread of focus. ‘What’s wrong?’
‘This software isn’t working.’
‘Ah. That sucks.’ I slipped my headphones back on. A distraction, but at least he hadn’t asked me to switch contexts.
‘Goddamn it. I can’t figure this out.’
(1/2)
#wss366 #microfiction #neurodivergent #talesfromtechsupport #ask
Der Support berichtet gerade von einem Kontaktversuch per FAX.
Das haben wir leider schon vor ziemlich genau 4 Jahren final abgeschaltet... #TalesFromTechSupport
Bei einer Textdarstellung "Left-to-right" und "Right-to-left" immer korrekt zu unterscheiden, ist tatsächlich nicht immer trivial.
Das hat wohl auch dieser Spammer gemerkt. Oder eben auch nicht.
MFW local IT manager says he gave his corporate laptop to a 3rd party IT company for debugging instead of our internal guys 😬
FML
#it
#itsupport
#techsupport
#TalesFromTechSupport
Got a guy who lost access to an email account. And the reset email is his old college email...
This college has 3 campuses.
I called the local campus to get the IT dept. They said oh that "guy". Left message and email. No resp.
I called the main campus. And asked to be trans. to IT dept.
It went to the same guy's VM.
I think this 3 campus having college has ONE IT PERSON!
That poor man.
Joah, heute war wieder einer dieser Montage: Kompletter Netzwerkausfall beim Arbeitgeber aber die Hotline geht noch "Servus!" "Ja, ist ein generelles Problem, betrifft nicht nur dich." "Ja, die Kollegen wissen Bescheid und arbeiten daran." "Nein, hab leider keine Ahnung, wanns wieder geht." "OK, Tschau." Rinse and repeat. #talesfromtechsupport
Busy day for Dodo today, I'm on site visits and have so far visited 3 stations. Dealing with a desktop I couldn't even log in to because the harddrive had 75Mb free space. There were user profiles dating back 2 ½ years! Over 1.2 million files, over 180Gb of wasted space.
But Windows is "best for business" 🙄
The User: I clicked on the WiFi and it's just spinning and spinning. And Microsoft Word is in the upper right and it says "Click notification to allow Microsoft to send notifications" and my printer is blinking and there's a red circle on the system settings
Me: (How long will they talk and never mention the password window if I don't ask?)
*10 minutes later*
User: One of those fancy nines like you see in a poster....
I've been on this call for 32 minutes. About 15 of that has been the user silently doing things I haven't told them to do. Then then eventually asking me "What number do they mean?"
I have no idea what you're talking about because you've been silent for the last FIVE minutes. You've clearly gone way off the yellow brick road. The instructions were put in your email and password.
THREE TIMES. I asked the user if they were connected to their WiFi.
Then this:
Me: Do you see the WiFi settings
User: Yes
Me: Do you see one with a checkmark?
User: Yes it's [redacted]
Me: Is that your WiFi network?
User: No. Mine doesn't have a checkmark next to it.
The user was connected to their printer. That's why their internet wasn't working.
User: Alright so what's next
Me: I'll make the appointment and when you get to the service center they'll give you your options on what to do to get the phone up and running.
User: Cool. So what are those options?
Me: ..... They'll tell you at the store
User: Right right but like what are some ideas of what the options could be?
Me: Go ahead and put in your computer password
User: Is that the one I made Friday
Me: No the computer password you use to log into your computer. The one that you've successfully used 5 time already in this call
User: Alright let me try this one *fails*
Me: That was your email password. Now put in the computer password
User: Oh the one I've been using for 7 years then
Me: Yes likely that one
The user never ceases to impress me.
User: My computer is running so slow what do I do
Me: I can't remote in so I can't tell you let me make you an appointment
User: No, I'll never have time for that. Let me read you every process in the process manager and you tell me if it's essential or not
Me: Let me warm up my recording of "I don't know the answer to that"
"emma watson private chat of marriage meet and greet"
the user refuses to explain what this means. Something to do with Facebook.
User: You get what I'm saying?
Me: Uh huh
*repeat every 30-90 seconds*
The user won't let me get a word in edgewise
User: My facebook account is a loaded weapon
Me: *awed silence*
User: I went to the store and they said the problem was X
User: then afterwords I spoke to my friend who is a tech guy and he said Y.
User: So I guess I'm calling you to start all over
Me: You know this is the phone line right? I don't do actual repairs. What you want is to just go into the store and talk to one of them.
Luv when user is silent for 2 minutes (because I REFUSE to ask "did you do it yet") and then suddenly they ask "What do I do now?"
Bruh it's been ONE HUNDRED AND TWENTY SECONDS of SILENCE. I've no idea what u're looking at anymore. u've probably done like 7 steps I didn't ask you to do.
Me: What are you looking at
User: Starts reading the text of a webpage for some reason.
Me: So are you seeing a browser?
User: No. *Starts from the top again*
Senior Advisor: That (5 year old) Operating System is WAY out of date. Of course that wouldn't connect with the App Store
Me: (:sigh: I regularly see people with seven year old OS that working basically find. It's not rare for me to see people running "Big Cat" OS. THAT is "way out of date")
User: I upgraded my computer and now when I do "File > Open" it's not opening to the same folder I normally use
Me: Is that folder still present?
User: Yes
Me: Are your files still there?
User: Yes
Me: Are you able to navigate to the folder and open your files?
User: Yes
Me: *Confused why we're having this conversation*
Me: Let me put you on hold and see what I can find. (I'm just going to eat an M&M and tell them it's gone forever)
Did I spend 40 minutes helping someone with Duo Two Factor setup for their personal business? Yes. Do I work for Duo? No. Apparently her IT couldn't figure out that she needed to download the app for their setup links to work. Then we went through a bunch of things to get it working on other accounts.
Better than spending 30 minutes trying to explain to someone that if they have no access to their phone number, email or credit card. I can't help them reset their password #TalesFromTechSupport
