A Knack For Detecting PEBCAK
(I get a ticket that states that a user is not able to access their email. This particular employee works out on a factory floor, so they access their email via a webpage as opposed to email software like Outlook. I decide to call and see if we can figure it out quickly.)
Me: “Hi, this is [My Name] from the Help Desk. I have a ticket here that says you aren’t able to access your email.”
Employee: “That’s right. I’ve tried a hundred times, and it keeps saying that my ID or password is incorrect.”
Me: “Is the Caps Lock on?”
Employee: “Seriously? I’m not stupid. That’s typical of you IT people. Always assuming us normal employees are stupid!”
Me: “I am not saying anything about your intellectual level. I am just going through the normal troubleshooting steps as I do with everyone. Let me remote into the machine so I can see what you are seeing.”
(Upon accessing the PC, the user is at a log-in screen with a username typed in and the password field blank.)
Me: “Okay, go ahead and try now.”
(I watch as the employee clicks “OK” without entering a password.)
Employee: “See? It didn’t work!”
Me: “You didn’t enter your password.”
Employee: “How was I supposed to know that I had to enter a password?”
Me: “The fact that there is a password box and you were getting an error message telling you that your password was wrong?”
Employee: “Smart***!” *hangs up*
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Tell us your story about a customer who couldn't understand the most simple concept.
