Just A Little Closer…

(A customer purchased a copy of a popular antivirus program. About 2 hours later I received a phone call.)

Me: “Thank you for calling [Tech Support]. How can I help you?”

Customer: “I just bought an [Antivirus Program] from your store, and it’s not working.”

Me: “What about it isn’t working? Did you install the program?”

Customer: “It’s not interfacing with my system.”

Me: “Not… interfacing? I’m not sure I understand what the problem is.”

Customer: “I set the box next to my computer, and it’s not doing anything at all. Nothing is happening on my computer! This program is defective.”

Me: “Um… well, you have to open the box and insert the CD into your computer, then install the program, before it will run.”

Customer: “WHAT?! How do I do that?”

Me: “…”