Blogging My Life...
My computer and software colleagues... How often to you get a phone call from customers, friends, family saying "it doesn't work."
First you have to go through the painful process of figuring out what "it" means. You ask them, "what do you mean by it doesn't work?" You try to figure out what software/hardware they are using. Then you ask them to give you the exact error message. That request throws them completely off, "error message???"
So you have them go step by step with you over the phone, reading each screen as they go. Somehow they end up on the wrong screen and you have to start all over again. Repeat this 5 times, if you are lucky.
Finally, as they finish the steps - they go.
"Oh, it worked this time."
I laugh under my breath and say something to the effect of "glad I can help and thank you."
Seriously, this time it worked but last time it didn't work? Really?
This post is somewhat related to my RustyBrick post from a few months back named Tech Support For Tech Savvy. Even I am bad, so no offense if you have done this also.
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Comments
Depending on which friend it is I'll usually ask if there was a linkage problem between the floor and the keyboard.
Posted by: Josh | May 26, 2010 12:22 PM
I have a constant problem with various family members where the problem seems to be they're the ones that touched the computer. For some odd reason programs and hardware fail to work until I come over and touch it.
I'm not sure what it all means but I'd like to throw my name into the hat for possible cylon/skynet sleeper agent.
Posted by: Evan | May 26, 2010 1:20 PM
haha Josh, good one. I might even say more specifically, there is a linkage problem between the chair and the keyboard just to remove all doubt :)
Posted by: Michael Butler | May 26, 2010 1:50 PM
I have the same problem with customers using wordpress, i explain to them how use wordpress over the phone, they say they understand and its similar to posting emails, few days later they call back saying it doesn't work, so i explain again... with clients now, i tend to do phone training first to get the client familiar with the application, then i send them a step by step guide as well.
Posted by: Vim | May 27, 2010 4:26 AM
PEBKAC. That explains it all, and I use it quite often.
Problem
Exists
Between
Keyboard
And
Chair
Posted by: Brian Mark | May 27, 2010 10:35 AM
Do you ever have a lunch brought in for at least 50% of your employees? Events including things such as a retirement luncheon or "good job" luncheon are an exception to the above rule and are 100% deductible.
Posted by: Watch SuperBowl Online | January 21, 2011 8:47 PM