Wireless, Clueless, Hopeless, Part 33

, , , | Right | March 25, 2018

(I am working at a software company. I usually don’t bother with troubleshooting calls as I am not a technician, but this guy calls before they get to work and I figure I can try my luck.)

Customer: “Hello, I have a problem with my app.”

Me: “Good morning, sir. The technicians are not in yet, but let me know what the problem is and let’s see if there is something I can do about it.”

Customer: “Well, I tried to send some emails through the app, and it failed.”

(I walk him through some settings and other trivia he may have not seen.)

Customer: “No, it still will not send an email.”

Me: “Well, sir, in that case, you have to login to our company website and open a ticket, and one of our tech support will be with you as soon as possible.”

Customer: “I cannot do that. I have no Internet connection.”

(I tried to explain the notion of the Internet and emails and how they interact, while at the same time trying not to start banging my head on my desk.)

Related:
Wireless, Clueless, Hopeless, Part 32
Wireless, Clueless, Hopeless, Part 31
Wireless, Clueless, Hopeless, Part 30

Unfiltered Story #107571

, , , , | Unfiltered | March 20, 2018

(I have just started working at a new job, and the training person is trying to get our badges so we can go in and out of the building without having to bother the security staff.)

Trainer: “Let me see if I got an email from Pete. The… badge guy.”

Me: “In this world there are goodge guys and badge guys.”

Trainer: “You’re a punny one, aren’t you?”

Coworker: “That’s illegal! She’s going to the pun-itentiary!”

The Manager Needs Hub(ris)

, , , | Working | March 19, 2018

(My Internet dies one day. I pretty quickly narrow down the issue to the hub provided by our ISP; it’s dead, no lights, nothing. I have to work today, so I ask my grandmother to call up the ISP and ask for a new hub to be sent out. She calls them up and winds up speaking to a call center where, after performing all the routine tests, the “technician” on the other end declares the hub to be dead and says that a new one will be sent out in five working days. Feeling that this isn’t really quick enough, I call up. After going through all the menu options, I get to speak to a “technician.” I fill him in.)

Me: “I really would like to get my Internet service back as soon as possible. I don’t really want to wait five days for the new hub to arrive; is there no way we can do this faster?”

Tech: “No, sir. This is a standard process. It takes five days.”

Me: “There must be a means to get this quicker. I need my Internet; I work from home two days a week.”

Tech: “Let me get the floor manager for you.”

(After a long wait the floor manager comes on the line. I fill him in:)

Me: “…so, as you can see, five days is a long time to wait, and I need the Internet because I work from home two days a week.”

Manager: “Sir, you will just have to go into work.”

Me: “Actually, no. This isn’t possible. I have to be at home these days, and I won’t get paid if I can’t work.”

Manager: “Sir, that’s your problem; you should know an Internet service isn’t reliable.”

Me: “Wait a second… You are telling me that your service, which I pay for every month, is unreliable?”

(He seems to realize what he said.)

Manager: “No, sir. I just mean to say that you can’t guarantee that your Internet will work all the time.”

Me: “Well, there must be some means by which you can get me back online within a day or two.”

Manager: “No, sir. We must follow our process.”

Me: “Okay, great. Then let’s follow your process and cancel my service. I know that [Other Broadband Service] offers to get me online within 24 hours of signing up, so I might as well swap to them until their hub dies and then swap back.”

Manager: “Very well, sir. I will transfer you to the cancellation team.”

(I wound up speaking to the cancellation team, who were not in a call center. They were very apologetic and said that there was totally a means to send me out a hub faster on a next-day delivery scheme. The next day, a hub arrived and I set it up. Three days after that, another delivery came, this time with two hubs. I can only guess that the first one to arrive came from the cancellation team. The second two must have come from the initial call. They must have figured that sending two hubs made up for the slow delivery?)

A Capital Idea For A Password

, , , , | Right | February 28, 2018

(I am a tech consultant and one day I am brought in to a hospital to help users learn some new software that is being implemented.)

Me: “Okay, everyone. Since we do not have your user IDs and passwords ready, I’m going to have each of you log in with a unique ID.”

(I hand those out and everyone enters their user ID.)

Me: “Okay, now, you all have the same password. Please enter the word ‘Password,’ with a capital P.”

User: “Um… What was the password, again?”

Me: “’Password,’ with a capital P.”

User: “Capital P?”

Me: “Yes, make sure the P in ‘Password’ is capitalized.”

User: “God, I know what a capital letter is. But when I type, ‘passwordwithacapitalP,’ I get an error.”

Me: “…”

Not Getting With The Program

, , , , , | Working | February 13, 2018

(I’m working in tech support for an insurance broker. We frequently get sales calls from vendors wanting to know what kind of software we use, so they can offer us their software to use, instead.)

Me: *answers phone* “Tech Support, this is [My Name].”

Vendor: “Hi, this is [Vendor] calling from [Company]. We have it written down here that you are still using [Program]; is that correct?”

(We’ve used several of the same programs for so long, some of the names have changed, including the companies that make the software, in some cases.)

Me: “That sounds familiar, but let me check; it’s not a program I normally get into unless there’s a problem with it.”

Vendor: “That’s fine.”

(I mute the phone so I can ask a coworker, and I search our system to see if we have any documentation for the program in question.)

Vendor: *thinking I can’t hear him, because he can’t hear me* “Come on, Mr. IT Guy. You need to reboot the whole system just to know what you’re using?”

(Stunned, and not sure how to proceed, I decided to keep him muted a little while longer just to waste his time, and then I hung up on him without another word. Not sure if he ever called back again.)

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