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G'day folks,
Not normally one for "introduction" threads (even on forums that have a dedicated area for them) but the registration confirmation page did say my first few posts would be invisible till a mod flicked the magic "This Guy Is A Real, Non-Douchebag* Person" switch.
So, I'm Dave (how the hell was that nickname not in use?), nice to meet you. I manage a tech support desk - those stories where the employee passes the SC to the manager? Yeah, that's me.
This isn't the place for a Sucky Customer story, but I will share this: Have those of you in IT ever needed a screenshot of a customer's error, and struggled to explain the concept? Here's one I got maybe six months ago.
SC = Silly (not Sucky) Customer
Me = Not you
Me: Alright, I'll just need you to send me a screenshot of that error
Her: "Screenshot"?
Me: Sorry, I mean I need to be able to see what's on your screen, I'll walk you through th-
Her: Oooh, sorry, I get you. No worries, I'll make a copy and send it through - what's your fax?
Me: *pause* ... it's [fax number], but it might be easier if-
Her: Don't worry, I've got it, give me five or ten and it will be on its way.
Me: Haha, okay, thanks! I'll give you a call back once I've looked at the error and we'll go from there.
Fifteen minutes later, I hear the fax machine printing, so I go over and check. There's a cover page - company letter head with the words "Sorry about the wait!" written in beautiful handwriting. Then I check the second page.
It's the contents of her computer screen and the error message as requested. Wonderful. But it isn't a screenshot.
It's a drawing.
In fact, it's an amazing drawing. She's drawn the program window, the error box, all the bits of menu text, she's drawn the buttons. The start menu, the task bar. Neatly ruled, no shortcuts to save time. SHE HAS DRAWN THE TIME DISPLAYED IN THE SYSTEM TRAY.
I call the customer back and fixed her problem.. but I just didn't have the heart to tell her about the Printscreen button on her keyboard...
Well, that's me. Nice to meet you.
* To be fair, that's open to public opinion
Not normally one for "introduction" threads (even on forums that have a dedicated area for them) but the registration confirmation page did say my first few posts would be invisible till a mod flicked the magic "This Guy Is A Real, Non-Douchebag* Person" switch.
So, I'm Dave (how the hell was that nickname not in use?), nice to meet you. I manage a tech support desk - those stories where the employee passes the SC to the manager? Yeah, that's me.
This isn't the place for a Sucky Customer story, but I will share this: Have those of you in IT ever needed a screenshot of a customer's error, and struggled to explain the concept? Here's one I got maybe six months ago.
SC = Silly (not Sucky) Customer
Me = Not you
Me: Alright, I'll just need you to send me a screenshot of that error
Her: "Screenshot"?
Me: Sorry, I mean I need to be able to see what's on your screen, I'll walk you through th-
Her: Oooh, sorry, I get you. No worries, I'll make a copy and send it through - what's your fax?
Me: *pause* ... it's [fax number], but it might be easier if-
Her: Don't worry, I've got it, give me five or ten and it will be on its way.
Me: Haha, okay, thanks! I'll give you a call back once I've looked at the error and we'll go from there.
Fifteen minutes later, I hear the fax machine printing, so I go over and check. There's a cover page - company letter head with the words "Sorry about the wait!" written in beautiful handwriting. Then I check the second page.
It's the contents of her computer screen and the error message as requested. Wonderful. But it isn't a screenshot.
It's a drawing.
In fact, it's an amazing drawing. She's drawn the program window, the error box, all the bits of menu text, she's drawn the buttons. The start menu, the task bar. Neatly ruled, no shortcuts to save time. SHE HAS DRAWN THE TIME DISPLAYED IN THE SYSTEM TRAY.
I call the customer back and fixed her problem.. but I just didn't have the heart to tell her about the Printscreen button on her keyboard...
Well, that's me. Nice to meet you.
* To be fair, that's open to public opinion
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