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What Do You Want?!

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  • What Do You Want?!

    So... I don't really wanna call this Sucky, and it's not exactly a Brain Burp, and she wasn't clueless enough to qualify as Unsupportable, so eff it, it's going here.

    User calls up, she's locked out of her account. Okay, no problem, let me get your [info], and bing bang boom, you're unlocked.

    Of course, I wouldn't be telling you this if it were that easy. Oh, no.

    She kept me on the phone for another three or four minutes because she was telling me she'd gotten locked out because she'd been getting some kind of "security" pop-up prompting her for her username/password, but it wasn't accepting her password, which is what locked her out. (Before you ask, no, it wasn't malware or anything like that, she was on our secure network, which has no Internet access.) She'd been using [mail] program when the pop-up came up.

    Okay. Nothing that sounds majorly alarming, but definitely something we should look at. What did the message say? Oh, she couldn't remember. Just that it was something about "security" and "the server." I quoted a specific [mail]-related error that we get on a regular basis, but no, that wasn't it. And even then, the error I quoted doesn't usually prompt for a username/password.

    I asked if she could read me the message. Oh, it's not there now, but she's sure it will come back. I ask if she's in [mail] now, and she says yes. I ask if the message has come back, and she says it hasn't.

    "Well, there's not a whole lot I can do without knowing what the error says," I explain patiently. Oh, she knows. But the message is what locked her out.

    Now I'm confused. Is she locked out again? No, she's logged in. So her password worked? Yes, but the message is what got her locked up because it wouldn't accept it. So the message is there? No, it's not, it hasn't come back.

    I'll admit, by this point, I was a little frustrated. Her tone suggested there was still something wrong, but she wasn't telling me what it was. And silly me, I never got that telepathic upgrade. (It's not covered by my insurance; it's considered an elective procedure.)

    We go around for another minute before I again restate that I can't really fix the problem if it's not presenting any symptoms or messages or errors. She knows, she just wanted me to know that the problem was in [mail].

    "I believe you," I tell her, "but I still can't fix a problem that's not there."

    Oh, she knows.

    "...was there anything else you needed assistance with today, ma'am?" I ask her, feeling my eye twitch.

    "No, that's it," she snaps, and hangs up.

    I pulled off my headset and grumbled in frustration, and my cube-neighbor burst out laughing. She'd heard my end of the conversation, and could tell I was getting annoyed underneath my politeness.

    Seriously, lady, use your words.
    PWNADE(TM) - Serve up a glass today! | PWNZER - An act of pwnage so awesome, it's like the victim got hit by a tank.

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  • #2
    And silly me, I never got that telepathic upgrade.
    Those only work if the people you're talking to have minds to read. Thus, very limited use in most jobs -- that's probably why it's elective.
    "For a musician, the SNES sound engine is like using Crayola Crayons. Nobuo Uematsu used Crayola Crayons to paint the Sistine Chapel." - Jeremy Jahns (re: "Dancing Mad")
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    • #3
      Quoth EricKei View Post
      Those only work if the people you're talking to have minds to read. Thus, very limited use in most jobs -- that's probably why it's elective.
      Back in the day you could find out a lot by reading the mind of their companion... but nobody wears a bouttoniere any more.
      I am not an a**hole. I am a hemorrhoid. I irritate a**holes!
      Procrastination: Forward planning to insure there is something to do tomorrow.
      Derails threads faster than a pocket nuke.

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      • #4
        I strongly suspect she thought she was giving you a "Bug Report" telling you that a problem existed even though it wasn't currently an issue for her.

        I also very strongly suspect that she has no idea how to do one properly, and figured that the support team is the same as the programmers because "It's all computer stuff, right?"

        I think the worst part of people like this is that they think they are being perfectly clear and concise and it's not -their- fault no one around them knows what it is they're saying in perfectly plain English(or language of choice)

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        • #5
          Quoth EricKei View Post
          Those only work if the people you're talking to have minds to read. Thus, very limited use in most jobs -- that's probably why it's elective.
          And those same rules apply whether it's coworkers or customers.

          At my work, I'm not sure who's the dumbest sometimes . . . I suspect some of my coworkers.
          Human Resources - the adult version of "I'm telling Mom." - Agent Anthony "Tony" DiNozzo (NCIS)

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