The Error Here Was Believing Them When They Said There Was No Error Message, Part 2

I once worked for a company as an IT technician. One morning, I got a call from one of our finance clerks, a lady who was pleasant enough to be around in social situations but became a little demanding when it came to IT-related matters.

Her phoning me up in itself was an IT no-no; users were supposed to use the IT self-service portal to log tickets, but that’s another story for another day. She described a relatively common issue with a relatively common piece of software — at least in our office environment.

I’d worked enough with this piece of software to know that the issue she was describing would be resolved quickly and easily.

Me: “That’s a simple fix. You just need to restart the computer.”

Clerk: “I’ve already restarted the computer. I’ve restarted it twice, in fact.”

I knew this to be false.

Me: “Can I restart it again for you?”

Clerk: “I don’t want you to do that because I’ve already done it twice.”

I remotely accessed her PC anyway and went to “Restart”.

Me: “Call me back if you still have the problem after this restart.”

She never called me back.

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The Error Here Was Believing Them When They Said There Was No Error Message