Solving Issues With Software Is Hard

, , , | Right | September 18, 2019

(I work tech support. Anything hardware-related needs to be brought into the store since our technicians do not carry all the required tools for various hardware-related problems.)

Me: “Thank you for calling tech support. My name is [My Name]. How may I help you?”

Customer: “Hi. I have a power bar that my computer is plugged into and it’s making some strange noises.”

Me: “Have you tried replacing the power bar?”

Customer: “Well, it’s not a power bar; it’s one of those things that keep the computer going if the power goes out.”

Me: “Oh, okay. We can definitely help with that. However, since it is a hardware-related problem, you would have to bring it to our store so our technicians can take a look at it.”

Customer: “But I had someone come to my house before to fix other problems!”

Me: “We do offer in-home services; however, since it is a hardware problem, our technicians are not able to carry all the tools and parts required to fix any and all hardware-related problems. The problem they fixed last time was more than likely software-related.”

Customer: “Well, it’s a software problem, then! It’s making noise!”

Me: “Unfortunately, power supplies that make noise are a hardware problem, so you would need to bring it into the store.”

Customer: “But I can’t bring it to a store; I don’t have a car!”

Me: “Maybe you can get in touch with a friend or family member to help?”

Customer: “But I want someone to come to my home to fix it!”

Me: “As I said, we, unfortunately, do not offer in-home hardware support.”

Customer: “Fine.” *click*

Coworker: “I have software that makes noise! It’s called music!”

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