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    Don’t Shoot The Troubleshooter

    | Tulsa, OK, USA |

    Me: “Thank you for calling tech support. Can you verify the name on your account, please?”

    Customer: “No, I can not. My box is not working, and I want a replacement sent to me tomorrow.”

    Me: “If you need an equipment replacement, I can definitely have one sent to you. However, before I can do that, I will need to do a few troubleshooting steps with you.”

    Customer: “My name is [name]! I have no picture, the box is on, and all I see is snow!”

    Me: “A snowy picture usually means there is an issue with the cabling, but can also be simply the TV is on the wrong channel. Have you checked these out?”

    Customer: “Do you think I’m stupid? The TV channel never changes, and the cables are still tight! Here, listen!”

    (I hear a banging sound.)

    Customer: “Get me a new box, now!”

    (After asking a few more questions, I start the process to have a replacement sent. Out of curiosity, I ask what I was hearing
    earlier.)

    Customer: “I grabbed the cables behind the TV. They were all tight.”

    Me: “Would you mind following the cable from the equipment to the TV, checking for frays? That could also cause the signal to not get through.”

    Customer: “Fine! Whatever, but there is no problem.”

    (The customer puts his phone down with a slam. I listen as he bangs around loudly, cussing the entire time about how stupid I am. After a few seconds, I hear the TV blare on, and the line disconnects.)