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  • Email Fail, Part 2

    | IN, USA | Extra Stupid, Technology

    (The customer is the CEO of a graphics design company that has hosted email with us. He calls in late one night to report that he is unable to get any email, and that he has important business to attend to and must have his email. I’ve almost exhausted all troubleshooting with this customer. I verified settings on his email client, verified settings on our server and mail flow to his inbox. In a last resort, I have the customer attempt to set up the email account again as a new account.)

    Customer: “It says it can’t connect to the server. Are you having server issues?”

    Me: “No, sir. If we were, we’d have a lot more callers about this issue. Try [alternative incoming server address and port] and see if you get a different response.”

    (Typing and a pause…)

    Customer: “Nope, still says can’t connect to server.”

    Me: “Hmm…” *thinking there’s no way this can be possible* “Are you having any Internet issues? Are you able to load any web pages?”

    Customer: “No, our ISP is having an outage right now.”

    Me: “… Well, there’s your problem. Unfortunately without Internet you won’t be able to get email.”

    Customer: “Why? What does Internet have to do with email?”

    Email Fail

    Do Not Not Speak(er) The Same Language

    | Scunthorpe, England, UK | Crazy Requests, Money, Technology

    Customer: “I’ve bought some car speakers and fitted them, but now there’s no sound from my stereo. Do you know what it might be?”

    Me: “I think you should go to the people you bought the speakers from and ask their advice. They’ve made money from you!”

    Customer: “I have, but they want to charge me!”

    Me: “And you think I don’t?!”

    (He left.)

    You Can’t Even Picture It

    | Melbourne, VIC, Australia | Extra Stupid, Technology

    (I am helping someone over the phone with a computer issue they are having.)

    Me: “Okay, could you take a print screen shot of the issue and email it as an attachment to us?”

    Customer: “Sure.”

    (A few minutes pass and the email comes through. The customer had taken a picture of the computer screen with their phone, printed it, taken ANOTHER picture of that, and sent it!)

    Deal With Them On A Case By Case Basis

    | Germany | Extra Stupid, Technology

    (A customer calls tech support, telling me he had bought a new computer at one of my company’s stores, and that it isn’t turning on.)

    Me: “Okay, I understand the problem.”

    (Thinking it’s going to be the standard power-supply-switch/cable not connected issue, I ask him if he has plugged it in and switched it on at the back.)

    Caller: “Well, there’s the problem. There is nowhere to plug in a cable.”

    Me: “That’s unusual. Sir, are you sure you have the right cable and are looking at the right side of the computer?”

    Caller: “Yes. I am looking at the back side, and there is nowhere to plug in a cable or anything.”

    Me: “Okay, could you please describe to me what you see.”

    Caller: “Well, I can tell you that there is a big hole in the back of the computer through which I can stick my entire arm.”

    Me: *trying not to laugh* “Okay, sir, I think that might be the problem. I think you have bought a bare-bone casing for a computer, rather than a working PC. May I ask what the computer cost?”

    Caller: “€90.”

    Me: “Okay, sir,.I would advise you to take that casing back to the store and tell the guys there the issue. I am sure the will take it back and provide you with an actual computer rather than a case.”

    Caller: “Er, um, okay. I guess I’ll do that then…” *click*

    Transaction Was Above (Mother)Board

    | Victorville, CA, USA | Extra Stupid, Technology, Wild & Unruly

    (A customer brings in a PC that has an obviously blown motherboard. I take the side off and see black scorch mark on the power supply, and know something had blow badly.)

    Me: “Well, I don’t know if the hard drive is good or not. A diagnostic is $50, but if we do repairs we take that off the labor.”

    Customer: “Nah, I’ll just replace the board.”

    Me: “Do you want us to do it?”

    Customer: “No, I have done all this stuff before.”

    (Confused then as to why he needed us to do a diagnostic, I sell him a new board. It takes a new CPU, and a new power supply. It happens to use his old RAM and as a freebie, I test it and the new board worked with his. Two days later:)

    Customer: “The motherboard you sold me does not work.”

    Me: “What? We tested it, with the new power supply. Is it your drive that is dead?”

    Customer: “No. It is the board! You sold me a bad board.”

    Me: “Well, you saw it work with your RAM. Are you sure it is not just the drives?”

    Customer: “No. I told you it is the board!”

    Me: “Well, let’s have a look.”

    (I open the machine. I disconnect the drives from power and data. I hit the power and smell smoke.)

    Me: “Woah! What the h***! Pull the power cord!”

    Customer: “See! It is a bad board.”

    (I look a little closer because the cards don’t seem to be fitting in very well.)

    Me: “Sir, did you mount this on the standoffs?”

    Customer: “Standoffs? What do you mean?”

    Me: “Well, this board has great pictures in the manual. Here they are.”

    (I point out the standoffs and how it shows placing them before mounting the board.)

    Customer: “Oh, those. They were in the way so I took them out. I don’t need a d*** book! I know what I am doing!”

    Me: “Well, you needed those standoffs. You destroyed this board.”

    Customer: “No, I didn’t!”

    Me: “Sir, the instructions are clear. You must put in the standoffs. Otherwise all the solder points on the back of the board can short out. This board has been mounted wrong and is probably dead.”

    Customer: “I want to talk to your manager!”

    (My manager  is already there because the customer is getting louder.)

    Manager: “Yes?”

    Customer: “This idiot says I mounted the board wrong! He won’t admit he sold me a bad board!”

    Manager: “Now, I heard he tested your old RAM when you were here yesterday.”

    Customer: “Yah.”

    Manager: “And it worked then?”

    Customer: “F*** you!”

    Manager: “You need to leave now, sir.”

    Customer: “I want my money back! You people are f****** crooks!”

    Manager: “No, a crook is someone that f**** up their own shit and then tries to blame others for it. Get the h*** out of my store!”

    (The customer stormed out and smashed his computer in the parking lot. After stomping on it a few times, he ran over it with his car. It was a shame. It was a nice case.)

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