Not Remotely Intelligent, Part 5

| Ontario, Canada | Uncategorized

(A caller is saying that her cable isn’t working. I determine that her TV simply is not switched on.)

Me: “Okay. I just need you to press the power button on your remote, and your TV will work.”

Customer: “I can’t find the remote! Make it work!”

Me: “Don’t worry. Just press the power button on your TV for me.”

Customer: “I don’t have a power button on my TV!”

Me: “Okay. Can you do me a favor and read out the buttons you see on your TV?”

Customer: “The first one says ‘pooer’.”

Me: “I’m sorry, what?”

Customer: “Pooer.”

Me: “Can you spell that for me, please?”

Customer: “P-O-W-E-R.”

Me: “Great, that’s your power button.”

Customer: “No, it says ‘pooer’.”

Me: “Ma’am, I assure you that’s your power button. Please just press it.”

Customer: “Well, they must have misspelled it.”

Related:
Not Remotely Intelligent, Part 4
Not Remotely Intelligent, Part 3
Not Remotely Intelligent, Part 2
Not Remotely Intelligent

Bad Data, Good Outcome

| Seattle, WA, USA | Top

Client: “My printer keeps printing junk.”

Me: “You have to turn off the computer and the printer, then turn on the computer first.”

Client: “Okay.”

*pause*

Client: “It’s still wrong.”

Me: “Did you restart the computer first?”

Client: “No.”

Me: “Why not?”

Client: “The computer is too far away. It saves time if I just turn the printer off and on.”

Me: “That won’t fix the problem.”

Client: “I don’t see why not. I don’t have time to go back and forth.”

(We go through the procedure several times, with the client short cutting the directions each time.)

Me: “Okay, I think I know what to do. There is bad data in your cable.”

Client: “Oh. How do I get it out?”

Me: “First, turn everything off. Then disconnect the cable.”

Client: “Okay.”

Me: “Lay the cable out in the hall. Then pick up one end and shake the cable two or three times. Shake it very hard.”

Client: “Just a minute.”

(Time passes with strange noises coming through the phone. The client comes back on out of breath.)

Client: “OK, I did it.”

Me: “Good. Now reconnect the cable to the printer and then connect it to the computer. Then turn everything on.”

Client: “That did it! Thanks!”

(About a year later, one of our trainers called to tell a funny story about the client who insisted on shaking the cable whenever the printer messed up. She said it was, ‘To get rid of the bad data’. I kept my mouth shut.)

Not Remotely Intelligent, Part 4

| USA | Extra Stupid, Technology, Uncategorized

(I am working remote control to reinstall and configure a laptop. The customer asks if I am going to install a printer.)

Me: “Ma’am, what kind of printer is it?”

Customer: “It’s a [printer model].”

Me: “Let me look in the driver folder. Ah yes, here it is. I will start up the install program.”

(The program is running, the drivers are being installed. The program now changes screen with the message, ‘PLEASE PLUG IN THE PRINTER AND POWER IT UP’.)

Me: “Please plug in the printer and turn it on.”

Customer: “Do you send the printer over remote control?”

Related:
Not Remotely Intelligent, Part 3
Not Remotely Intelligent, Part 2
Not Remotely Intelligent