Unfiltered Story #148116

(I work for an IT company that provides Helpdesk support and other IT services to companies in our area. We manage the IT for roughly one hundred and fifty different organizations, including auto shops, animal hospitals, dentists, and police stations. This particular autoshop uses specialized software to bring up technical manuals for the cars they service and sell.)

Customer: “Yes, our [Tech Manual Software] has stopped working for everyone in the shop! This is a critical problem and needs to be resolved today!”

(I pushed aside my other tickets to make time to work for this one, as can’t work tickets take the highest priority in our schedules. I called within twenty minutes of the ticket being made, got his voice mail. Did not hear back from him for a full day.)

Customer: “You guys need to be faster! We haven’t been able to do anything in the shop and are losing business!”
Me: “I understand, sir. What seems to be the problem and I will get this fixed as soon as possible.”

(I remote in to his computer, so I can see what he sees.)

Customer: “Well, take a look. When I go into [Software] and select a make and model, we get our little PDF, but all the pages are missing!”
Me: “Ok, let me take a look.”

(I go back to the main menu of the program and see a giant flashing blue banner that says not to update Adobe Reader)

Me: “… Uh, did you happen to update Adobe Reader any time recently?”
Customer: “Yeah, why?”

(I had to sit on with the software company’s tech support for a good hour before I managed to get a tech who could locate the legacy version of Reader that worked with the program. Also, come to find out that only three of the six service computers had the issue. They could still work just fine.)