The Final Word On Passwords, Part 10

, , | Right | April 8, 2021

I work remote IT support for a retail company. We support employees throughout the country. A lot of my support is password resets. I get variations on this call every day.

Me: “Are you ready to write down this temporary password?”

User: “Go.”

I provide the password.

User: “Now it’s asking for the old password.”

Me: “That’s the one I gave you.”

User: “Oh, I didn’t write that down.”

Me: *Head-desk*

Related:
The Final Word On Passwords, Part 9
The Final Word On Passwords, Part 8
The Final Word On Passwords, Part 7
The Final Word On Passwords, Part 6
The Final Word On Passwords, Part 5

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Doing What I Just Did Is Too Hard, Bye!

, , , , | Right | April 2, 2021

Caller: “I am having a problem with my computer. The Internet doesn’t work!”

Me: “Okay. First of all, can you open Internet Explorer?”

Caller: “I have done that, but it just says, ‘Page not found.’”

Me: “That’s okay. Near the top of your screen, there should be a button that looks like a small cog. Can you click on that?”

Caller: “Okay, I have done that.”

Me: “There should be a menu which pops us. Near the bottom of that, it should say, ‘Internet Options.’”

Caller: “Yes, I can see that.”

Me: “Click on ‘Internet Options.’”

Caller: “Sorry, I can’t do that.”

Me: “Oh, um, why?”

Caller: “That’s too hard. I don’t know much about computers.”

Me: “Oh, that’s okay. I’ll tell you exactly what to click on.”

Caller: “Sorry, I can’t do it.” *Hangs up*

There were only about three more steps. I have successfully walked plenty of elderly and computer-illiterate people through this procedure, but this was the only time I have ever had someone give up after two steps.

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“Impossible” Is Not Looking Possible Today; Tomorrow Isn’t Looking Good Either

, , | Right | April 2, 2021

I’m an IT manager for a Fortune 150 company. We are literally the largest company in our industry, so keeping up with the technology demands is challenging at best. Today, we have a virtual town hall with C-Level personnel. One topic discussed is how we are leveraging technology to benefit our personnel, workflows, and clients.

I get an interesting complaint from a user. She’s mad that we closed her ticket after emailing her three times through our ticketing system and not getting a response. When a user emails us, we don’t see the email. It automatically creates a ticket, and we work from that.

Me: “I understand your concern. All we received from you was a picture that just said, ‘Password incorrect,’ and a message from you that said, ‘Please help.’ My agent needed more information, which he emailed you about three times.”

User: “Well, I didn’t see it! He should have called me if he wanted more info!”

Me: “When someone sends us an email instead of calling us, we like to respect their choice of communication medium.”

User: “It’s hard to keep up with emails when they aren’t in the same thread! The agent should have just replied directly to my email like a normal person.”

Me: “That’s not possible in our setup. Your email turns into a ticket. We never actually see the email itself, just the ticket it made.”

User: “The technology needs to change. That’s not good.”

Me: “I’m sorry you feel that way. We’ve had this setup for the last eight years successfully.”

User: “Did you watch the town hall today?”

Me: “Yes. I had to run one of the video rooms.”

User: “Well, you saw the part about merging technology with people to achieve goals more efficiently. You should take this feedback to [Chief Information Officer].”

Me: *Eyeroll* “I’m sorry, but I won’t take this to [Chief Information Officer]. She has to work with all of the IT issues and coordinate with all other business units. This type of thing simply isn’t in her area. Besides, it’s not possible. The system we use is not capable of doing that.”

User: “So, you are refusing to take my feedback?”

Me: “No… I understand your concerns, but you ask the impossible. The system we have works very well for our organization. I’ll have my engineer call you once he is available for the problem you have, but I can’t change our email system.”

The user begrudgingly accepted that she wouldn’t see the impossible done for her that day. The issue she was having was simply putting in the wrong username on our employee portal.

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The Final Word On Passwords, Part 9

, , , , | Right | March 11, 2021

I’m a service representative at an IT help desk for [Company]. One of our most basic functions is resetting the passwords for the various applications our clients use for their jobs. A customer calls in requesting a password reset, backed up by his manager, who insists it be done here and now. I happily oblige, but due to company policy, reset passwords in this particular application come out looking a bit like user IDs, and that causes some confusion.

Me: “So, were you able to log in with the new password?”

Customer: “No, it just keeps reloading the log-in screen. You said it was [password], right?”

Me: “Yes, [password].”

Customer: “Yes, I’m putting that in as my username, and the password is…?”

Me: “That is your password. Your username is the same as always.”

After clearing that up, the customer is able to log in. I go through my usual ending spiel, and the call wraps up per usual.

Me: “Thank you for calling [Company’s] service desk, and have a wonderful day!”

Customer: “You, too.”

I stay on the line for a few seconds more, just in case he suddenly remembers something else he needs, and this is what I hear.

Customer: “I swear, they do this s*** just so some people can have a job.”

Manager: “Yeah, I’ll bet if I weren’t here, they would’ve been like, ‘Oh, let me send this ticket up and we’ll have it sorted out in two days!‘ F****** unbelievable…”

Bold words for two folks who put in a reset password for their username!

Related:
The Final Word On Passwords, Part 8
The Final Word On Passwords, Part 7
The Final Word On Passwords, Part 6
The Final Word On Passwords, Part 5
The Final Word On Passwords, Part 4

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Not Properly Monitoring The Situation, Part 2

, , , | Right | February 25, 2021

I’m working as an IT specialist for a medium-sized company. We receive new computer monitors and I’m swapping out any that are too old or mismatched.

Me: “I’m here to swap out your monitors.”

Agent: “Okay. Wait a second. Give me a minute to transfer my pictures.”

Me: “Um… your pictures will still be there once I’m finished.”

Agent: “How do you know what pictures I want saved?”

Me: “Because the pictures that display on your monitor are saved on your computer.”

Agent: *Facepalms* “Please don’t tell anyone how dumb I am.”

Me: “No promises.”

Related:
Not Properly Monitoring The Situation

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