Intelligence Unplugged

(A customer’s cable box has an error and needs to be reset to correct it.)

Me: “Okay we need to reset your box. We can do that by unplugging it for 15 seconds and plugging it back in.”

Customer: “It’s not plugged in.”

Me: “It’s not plugged in?”

Customer: “No it’s never been plugged in.”

Me: “So it’s not plugged in?”

Customer: “Right.”

Me: “The power light is on right?”

Customer: “Yes.”

Me: “And we have that error message on the screen correct?”

Customer: “Correct.”

Me: “But it’s not plugged in?”

Customer: “Right, it’s never been plugged in.”

Me: “…let’s check just to make sure.”

Customer: “Alright, but you’re wasting my time. This has never been plugged in since you guys hooked it up a few years ago.”

Me: “I understand. Just humor me.”

Customer: “Oh… it is plugged in. What did you want me to do?”

Me: “Unplug it for 15 seconds, and plug it back in.”

(After that it works just fine!)