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This Stupid Technology With All Its Numbers

, , , , | Right | October 12, 2021

I work for a call center for a major grocery store chain. Something I can do is make a temporary password for an account that’s a mix of numbers and both big and small letters. Most people understand when I say something such as “capital A as in ‘alpha’” or “lower case T as in ‘Tom’.” Today, I get a call regarding a password reset.

Caller: “I just got off the phone with another lady and I didn’t understand a thing she was saying about the temporary password she gave me. It made absolutely no sense.”

Me: *Thinking* “Okay, maybe she didn’t make sure she had the right letters.” *Out loud* “Not a problem. How can I help you?”

Caller: “Yeah, it was just a mix of random numbers and letters. What’s a capital?”

Despite dying inside, I try not to sound condescending.

Me: “It’s a large letter…”

Caller: “Well, can’t I just make up my own temporary password? Like a string of numbers?”

Me: “You have to use the temporary password we provide you; however, after that, you can change the password to something easier to remember.”

Caller: “Well, I don’t understand what she told me.”

Me: “I can generate a new password for you and walk you through the password reset over the phone.”

Caller: “Fine, but I don’t see why I can’t just do the numbers like what I had back when I first made my account in 1992.”

We did get her password reset. It was worse than pulling teeth. She kept asking why she couldn’t go back to like it was “before technology took over.”