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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…

    Something Is Off About The Situation

    | NY, USA | Extra Stupid, Technology

    Customer: “Can you help me with this game? It’s not working!”

    Me: “Sure no problem. Glad to help!”

    Customer: “I put my money in and am pushing start, and it’s not working.”

    Me: “It’s not working because it’s off. The game is off, ma’am.”

    Customer: “What do you mean off?”

    Me: “It’s off, as in the opposite of on. That’s why the screen is all black.”

    Customer: “Oh. I thought it was some black screen game.”

    Gotta Catch His Son

    | WA, USA | Family & Kids, Technology, Top

    (I am helping a male customer who’s encountered an odd glitch on an old copy of Pokemon Platinum.)

    Customer: “Yesterday, I was near collecting all the available ‘mon’ on this version. Now I turned it on today and they’ve all disappeared except for four! You sold me a faulty game!”

    (I turn his DS on and check his save file. Sure enough, his inventory is empty save for ‘Starly’, a ‘Turtwig’ and an ‘Piplup’.)

    Me: “Hmmm, that is… incredibly strange. Umm, let me see if there’s a way to run a BIO on this.”

    Customer: “You’d better! And you d*** better find a way to get all my Pokemon back! I spent months getting them all, and now they’re gone because you sold me a glitched piece of s***!”

    (I hustle to the back, explaining what’s happened to our resident tech. He’s just as stumped as to how this could’ve happened so we both spend a moment or so trying to figure out what’s gone wrong with the game. Finally, however, I notice something that’s odd: both ‘Turtwig’ and ‘Piplup’ are starter Pokemon, which are given to you when you start a new game. Typically you’re only allowed one of these so it should be impossible for them to both be on the same save file… unless this customer traded for the other with someone.)

    Me: “Sir, do you know anyone else who plays this game as well?”

    Customer: “What? Well, yes my son plays it with me all the time.”

    (I explain the above to him, and he noticeably calms down.)

    Customer: “I see. Could you excuse me for a second? I need to make a phone call.”

    (He steps outside the store and begins a seemingly normal call. It soon, however, gets increasingly loud as the man tears into the poor soul on the other end of the line. After doing this for a few minutes he hangs up and enters the store again, resuming his calm demeanor.)

    Customer: “Okay, I’ve now found out what happened. Please accept my apologies for that previous outburst. It seems someone significant at home was in need of a ‘Chimichar’ and a ‘Psyduck’ to complete his own collection, only rather than say searching online for someone willing to trade, he decided it’d be easier just to erase his daddy’s game, start a new one and choose the aforementioned so he could then swap it and the ‘Psyduck’ for his other two spare starters.”

    Me: “Well, I’m likewise sorry he ruined all your hard work.”

    Customer: “Don’t. It wasn’t your fault after all… actually…” *he pushes the game towards me* “…how much would one of these, plus a slightly used DS go for these days? I have the distinct feeling my son won’t be needing either for a long time.”

    Apps Never Have An Off Day

    | HI, USA | Technology

    (I am helping a customer become familiar with his new product by showing him how to turn it on and off.)

    Me: “If you press and hold the button on the top right hand corner of the device, you’ll see an icon on the screen that you can slide to turn it off.”

    Customer: “Oh. I thought they would have an app for that.”

    Me: “What do you mean?”

    Customer: “They have apps for everything else, so why not for turning it off? That seems silly.”

    Me: “Well, how would you turn it back on if it’s off and you can’t use the screen to get apps?”

    Customer: “Oh… well, I thought it was clever!”

    Weekly Roundup: Tech Support Classics, Part 3

    | Not Always Right | Roundups, Technology

    Tech Support Classics, Part 3: This week, we feature another five stories that reveal the trials, tribulations, and terrors that technical support employees endure daily! PS–also check out Part 2 and Part 1!

    1. Flipping Out:
      If gramma “flips” out over tech, “switch” things up with the grandson! (6,425 Thumbs Up)
    2. How About Some TechiFlu:
      Warning: spraying for computer bugs definitely does not compute. (2,970 Thumbs Up)
    3. Bad Data, Good Outcome:
      Helping stubborn clients requires a little song and USB cable dance! (4,627 Thumbs Up)
    4. You Are The Weakest Link:
      A caller gets a power-ful lesson in the basics of electricity. (2,753 Thumbs Up)
    5. The Router To Success, Part 2:
      There’s a $100, two-hour reason why tech support always asks you to check your cables first! (2,456 Thumbs Up!)

    PS #1: check out our new Extras section, with pictures, videos, and news galore!

    PS #2: Read more roundups here!

    Reading Requires Reason

    | Yorkshire, England, UK | Extra Stupid, Technology

    (I work at a very busy college, with around 10,000 spread over three sites. During office hours, all calls divert to the main free-phone number, which just happens to be covered by me.)

    Me: “Hello, [company name], how can I help?”

    Caller: “Yes, I want to make a complaint. I sent an email around two weeks ago and still haven’t heard anything back!”

    Me: “I’m sorry to hear that. Let me check the records and I’ll call you back in ten minutes.”

    (I then check all emails from two weeks ago, then three weeks ago. No luck. When I look for one week ago, I find the enquiry and the reply, sent within three hours. I call the client back.)

    Me: “Our records show that we responded within three hours of your enquiry. You may be looking to far down in your mailbox as the replay was sent one week ago, not two.”

    Caller: “Well, I haven’t checked my email.”

    Me: “Wait, if you haven’t checked your email, why have you called to complain?”

    Caller: “Well, I don’t read my emails very often!”

    Me: “I’m sorry, but we can only send the email, not make you read them.”


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