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    Category: Technology

    The realm of Technical Support is there to provide expert assistance to those who are not so tech-savvy. Although they still expect you to know what a computer is, and how to turn it on, and to know that you can’t ‘fix the internet’ because it isn’t pretty enough. You have been warned…

    An Open And Shut Case

    | Los Angeles, CA, USA | Extra Stupid, Technology

    Me: “Hello, [Tech Support]. How can I help you?”

    Caller: “I just got your wireless internet thingy, but I’m not sure I like it.”

    Me: “What’s wrong with it?”

    Caller: “Oh, nothing’s wrong with it. It’s much faster than my old internet; but do I always have to open my windows? I hate opening up the windows.”

    Me: “What computer do you have?”

    Caller: “I have a Mac.”

    Me: “Then how do you–”

    Caller: “Oh! No. Not that computer windows thing! I don’t have that! I mean my actual windows around my house!”

    Me: “You’re… opening up you’re windows around your house?”

    Caller: “Yes! And it’s really chilly today!”

    Me: “Ma’am, I hate to interrupt, but why is this relevant to your internet problem?”

    Caller: “Well, it’s wireless! It comes through the air, right? How else am I going to get it if the windows are closed?”

    Customers Should Watch Their Language

    | Buenos Aires, Argentina | Language & Words, Technology, Top

    (I work in tech support for a major US cable company, and sometimes we have to deal with people who just don’t want to talk to you because you’re foreign.)

    Customer: “You know what? I can’t understand a word you’re saying. You have an accent. Can I be transferred to someone who speaks English?”

    Me: “I’m pretty sure I’m speaking English right now, sir.”

    Customer: “Yeah, but I can’t understand you because of your accent.”

    Me: “So, basically you’re saying you want me to transfer you to someone else.”

    Customer: “Yes.”

    Me: “Because I have an accent.”

    Customer: “That’s right.”

    Me: “And you can’t understand what I’m saying.”

    Customer: “Exactly.”

    Me: “So how come you were able to understand what I just said?”

    *a few seconds of silence*

    Customer: “Don’t be an a**-hole and just transfer me!”

    Can’t Handle The Screening Process, Part 2

    | Illinois, USA | School, Technology

    (I teach college computer courses part time. I am introducing my students, who are 18-60 or so, to Windows and a GUI for the first time.)

    Me: “Okay, everyone use your mouse to point at the icon and double-click on it. Once in the program, go ahead with the exercise.”

    (A student raises a hand.)

    Me: “Something not working?”

    Student: “The mouse doesn’t seem to work. I point at the icon and double-click and nothing happens.”

    Me: “That’s strange. Try it right now and let’s see what happens.”

    (The student grabs the mouse, picks it up off the desk and points it at the icon like a gun and double clicks.)

    Student: “See? Isn’t that little arrow supposed to follow too? Anyway, it’s broken, doesn’t work.”

    Me: “Ah, well, see you actually use the mouse here on the mouse-pad like this.” *I demonstrate*

    Student: “Oh my, I get it now!” *grabs the mouse and successfully launches the program*

    (A few minutes go by as the students are working on the exercise, the same student raises a hand.)

    Me: “Getting along with the exercise okay?”

    Student: “I was, but now I need a bigger mouse pad.”

    Me: “Why would that be?”

    Student: “Well look at it. I have the mouse all the way to the right side of the mouse-pad, but I need to make the arrow go even further to the right on the screen. I need a bigger mouse-pad.”

    Me: “Well, you can pick the mouse up–”

    Student: “You told me not to do that.”

    Me: “Right, but in this case–”

    Student: “You’re confusing me.”

    Me: “Let me see if we have a bigger mouse-pad…”

    That’s One Supportive Mother

    | Maidstone, UK | Family & Kids, Language & Words, Technology

    Me: “Hi, can I help you at all?”

    Customer: “Yes. I’m looking for a present for my son. It’s called a ‘gay boy advanced’?”

    Me: “I’m hoping you meant a Game Boy Advanced?”

    Customer: “Oh? What did I say?”

    Power To The People

    | Westchester, NY, USA | Extra Stupid, Technology

    (I work for a company that provides both phone support and on-site support for residential customers.)

    Caller: “Hello, I seem to be having an issue with my internet. It’s not working.”

    Me: “Well I’m sure we can fix that. First thing’s first–can we reboot the computer?”

    Caller: “I don’t know how to do that.”

    Me: “Well, by reboot, I mean restart. I believe you have a [brand] computer. That should be running [operating system], correct?”

    Caller: “It’s a something [brand]?”

    Me: “Just click on the start button in the lower left hand corner of the screen. Then select ‘Turn off computer’.”

    Caller: “I can’t find the start button.”

    Me: “Well it might just be hidden. How about we just turn the power off on the laptop.”

    Caller: “I don’t know how to do that.”

    Me: “Just press the power button on the computer. Hold it down, and the computer will turn off.”

    Caller: “I don’t know what the power button is.”

    Me: “How do you normally turn the computer on or off?”

    Caller: “I never have.”

    Me: (I check the records to reveal she’s had the computer for 6 months.) “Well, can you possibly find the power button on the computer? It could be on the side. It should be glowing green. It has the power symbol on it.”

    Caller: “What’s that?”

    Me: “It looks like this problem will require a tech to be sent out.”

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