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Putting this under Sucky Customers despite the fact that this is Unsupportable and Brain Burp related. You'll see why.
Dramatis Personae
Airhead Luser (Homo verbalis)
Jay 2K Winger (Rating: Awesome)
So Airhead Luser calls up. She's about to go on vacation, but her password is due to expire while she's gone. But she can't remember how to reset her password and wants help being walked through the process.
I agree to do this. Resetting passwords is a two-step process: reset the Windows password, then reset the mail password. (They have to be synchronized, or at least it is highly recommended by The Client to do so.) We start by trying to reset her Windows password.
I direct her through the steps involved to reset her Windows password, but that's as far as we got. Because she kept mis-typing her old password, and try as she might, she couldn't remember it. I sat there, helplessly listening to her trying, and babbling to herself about how she can't remember it, she's not usually this airheaded, oh my oh me (she actually did say this), etc.
Finally, I try to explain to her that it's not a problem, I could see if I could reset her password for her-- but I couldn't get a word in edgewise, because AL kept babbling the whole time. Every time I started talking, she'd chime in with a "Yeah, okay, uh-huh, I understand," to the point where I thought she was actually going to say something, so I'd stop talking, and she'd keep right on babbling.
When she stops her babbling, I get her ID number out of her and pull her up in the system. And damn, she's in a directory that prohibits me from resetting her password. I start to explain this to her (having to pause periodically to wait for a burst of babble to die down), and give her her options:
1-- Send a ticket to her account team so they can reset her password for her
2-- Wait until she gets back from vacation and send a ticket through then.
Option 1 isn't feasible, really, since she's about to leave for the day. She frets now about leaving her computer on (since she's locked out of it), but I tell her she can do a hard shutdown, and this is what she should do anyway, since The Client has ordered everyone to shut down their computers to conserve power in case of a power outage due to Hurricane Irene.
Eventually, AL decides she'll do the hard-shutdown and maybe come in on Monday and get someone to fix this for her then. And finally, mercifully, she hung up.
So the Suck, for me, came with her refusal to shut up and let me talk.
Dramatis Personae
Airhead Luser (Homo verbalis)
Jay 2K Winger (Rating: Awesome)
So Airhead Luser calls up. She's about to go on vacation, but her password is due to expire while she's gone. But she can't remember how to reset her password and wants help being walked through the process.
I agree to do this. Resetting passwords is a two-step process: reset the Windows password, then reset the mail password. (They have to be synchronized, or at least it is highly recommended by The Client to do so.) We start by trying to reset her Windows password.
I direct her through the steps involved to reset her Windows password, but that's as far as we got. Because she kept mis-typing her old password, and try as she might, she couldn't remember it. I sat there, helplessly listening to her trying, and babbling to herself about how she can't remember it, she's not usually this airheaded, oh my oh me (she actually did say this), etc.
Finally, I try to explain to her that it's not a problem, I could see if I could reset her password for her-- but I couldn't get a word in edgewise, because AL kept babbling the whole time. Every time I started talking, she'd chime in with a "Yeah, okay, uh-huh, I understand," to the point where I thought she was actually going to say something, so I'd stop talking, and she'd keep right on babbling.
When she stops her babbling, I get her ID number out of her and pull her up in the system. And damn, she's in a directory that prohibits me from resetting her password. I start to explain this to her (having to pause periodically to wait for a burst of babble to die down), and give her her options:
1-- Send a ticket to her account team so they can reset her password for her
2-- Wait until she gets back from vacation and send a ticket through then.
Option 1 isn't feasible, really, since she's about to leave for the day. She frets now about leaving her computer on (since she's locked out of it), but I tell her she can do a hard shutdown, and this is what she should do anyway, since The Client has ordered everyone to shut down their computers to conserve power in case of a power outage due to Hurricane Irene.
Eventually, AL decides she'll do the hard-shutdown and maybe come in on Monday and get someone to fix this for her then. And finally, mercifully, she hung up.
So the Suck, for me, came with her refusal to shut up and let me talk.
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