This week's "best" phone call

A few days ago a customer brought in a computer and a new hard drive. Her son had removed their bad hard drive, but couldn't get the new one to work. We installed a BIOS update so it'd work, installed her software, installed the necessary drivers, and set her up on the Internet.

Yesterday she picked it up, and then called to complain that she couldn't get on the Internet. The message on her screen said that there was no dial tone.

About three people around me did the "she plugged it into the wrong jack" mantra. (We get this kind of call all the time.)

I asked her to verify that it was in the hole marked "line", not the one marked "phone". She said it was. I asked her if she saw the My Computer icon on the desktop. She said "no" so I asked if she had any other programs open. She replied that the computer was in the other room. Then she asked if she should go over to it.

She set the phone down and, on her way to the other room, I heard her ask her husband how to turn the computer on.

I had her check and re-check that the phone line was going into the "line" hole in the back of the computer. She said it was. I even had her try the one marked "phone." No luck. It still said "no dialtone".

I had her plug a phone into the line and she COULD hear a dialtone through the phone. This disturbed me because I know the modem worked. My collegue installed it, but I used that computer to dial-up to the Internet and download InoculateIt. I knew it worked when it left the shop.

While I had her check the back of the computer AGAIN to see if it was plugged in correctly, I got her husband on the phone. I asked him to verify if she was checking the line in the back of the computer.

Husband: "Back of the computer? No. Our modem sits to the side of it, on the desk. She's plugging the line into that."

Me: "Sir, did you bring this external modem into the shop?"

Husband: "No. Our son gave it to us."

Me: "Sir, can you please check the back of the computer for a couple phone jacks?"

Husband: "Why?"

Argh! He seemed pretty bright until he asked why. But to end the story, they plugged the phone line into the back of the computer and everything worked fine.



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Science is cool. Watch me science little critters to death: http://oberon.spaceports.com/~4science/

I find it extremely frustrating trying to give somebody telephone support. I'm so used to just getting my hands on a computer and being able to thoroughly examine it and fix the problem.

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If it ain't broke, and you try to fix it anyway, then it WILL need fixing!

HA that kicks ***, I love it. People freaking amaze me. STOOPID is as STOOPID does, Sir. WHY??????????

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"You gonna pull those pistols, or whistle dixie ?"

Quote:

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<font face="Verdana, Arial, Helvetica, Verdana, Geneva, Arial" size="2">Originally posted by MacGyver:
I find it extremely frustrating trying to give somebody telephone support. I'm so used to just getting my hands on a computer and being able to thoroughly examine it and fix the problem.

</font>

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Agreed! I always catch myself saying, Could you please bring the system into the store quick so I can hook it up and take care of that!

Quote:

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<font face="Verdana, Arial, Helvetica, Verdana, Geneva, Arial" size="2">Originally posted by Jallentino:

"You gonna pull those pistols, or whistle dixie ?"
</font>

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Dude, love that signature!

The one on the left, he had crazy eyes, I figured him to make the 1st move!


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I have no recollection of any set of words, that when grouped together, form a favorite saying!

These people are in the same category as the ones who don't know how to plug in a colour coded speaker cable into the colour coded sound card port.

Step 1 :- Green goes into Green.


What could possibly be more difficult. I must get 3 of these calls every damn week.

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It's not rocket science, it's just a computer.

groan* must resist urge to grab shotgun from under counter ahhhhhhhhhh!!!!!!!!!!!

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https://forums.windrivers.com/ Give yourself the finger 10 times a day It'll do wonders for your self control. https://forums.windrivers.com/

a customer called and said she needed 168pin dimm .. and she had bought ram that said 84 pin .. (see where this is going) i explained to her what it ment and she called me a liar and she would no longer do business with us ... i guess shell never be doing business with anyone huh

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1,2,3,4,5,6,7 all good children go to heaven

we don't give phone support...we just tell the people we are too busy to talk now, but if they bring the comp in i will have a chance to look at it

I work for a national Isp.(Level 2 support)1 out of 20 calls isn't stupid.
"ohh you mean I have to have a phone line plugged in to be on the Internet"

Even the first level techs are as sharp as a bowling ball

"ohh you mean They have to be connected to do a ping test"

Life is fun


Comptia A+ Net+
This means I know everthing right?

just when you think that your customers can't get any dumber, somehow they do!!
It's amazing how many people ask where the green cable goes into, or the people who plug the green cable into the purple plug and the purple cable into the green plug,

still i get quite a few people phoneing and freaking out because they accidentally deleted all their desktop icons (i have no idea how they keep on doing that) they are all upset because now they have to re-install everything, and then when you guide them through the process of restoring them from the recycle bin, they think you are some kind of genius or something. Then they phone back a month later saying that they did the same thing again, and you have to go through the process once again!!

Stupid people are funny...

Step away from the computer.. Keep your hands where I can see them.

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https://forums.windrivers.com/ https://forums.windrivers.com/ https://forums.windrivers.com/ https://forums.windrivers.com/

It's a dog eat dog world out there and I'm wearing milk bone underwear.

Hehehhehe!

Put the Keybord down slowly! Now put the mouse down. Now RUN before the computer blows up! hahhahahahha!

I love these stupid people posts. You guys are great.

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Hey? Why is my computer promting me if I would like to accept a cookie? Is it Oatmeal or Chocolate Chip?

Quote:

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<font face="Verdana, Arial" size="2">Originally posted by SavagePenguin:
A few days ago a customer brought in a computer and a new hard drive. Her son had removed their bad hard drive, but couldn't get the new one to work. We installed a BIOS update so it'd work, installed her software, installed the necessary drivers, and set her up on the Internet.

Yesterday she picked it up, and then called to complain that she couldn't get on the Internet. The message on her screen said that there was no dial tone.

About three people around me did the "she plugged it into the wrong jack" mantra. (We get this kind of call all the time.)

I asked her to verify that it was in the hole marked "line", not the one marked "phone". She said it was. I asked her if she saw the My Computer icon on the desktop. She said "no" so I asked if she had any other programs open. She replied that the computer was in the other room. Then she asked if she should go over to it.

She set the phone down and, on her way to the other room, I heard her ask her husband how to turn the computer on.

I had her check and re-check that the phone line was going into the "line" hole in the back of the computer. She said it was. I even had her try the one marked "phone." No luck. It still said "no dialtone".

I had her plug a phone into the line and she COULD hear a dialtone through the phone. This disturbed me because I know the modem worked. My collegue installed it, but I used that computer to dial-up to the Internet and download InoculateIt. I knew it worked when it left the shop.

While I had her check the back of the computer AGAIN to see if it was plugged in correctly, I got her husband on the phone. I asked him to verify if she was checking the line in the back of the computer.

Husband: "Back of the computer? No. Our modem sits to the side of it, on the desk. She's plugging the line into that."

Me: "Sir, did you bring this external modem into the shop?"

Husband: "No. Our son gave it to us."

Me: "Sir, can you please check the back of the computer for a couple phone jacks?"

Husband: "Why?"

Argh! He seemed pretty bright until he asked why. But to end the story, they plugged the phone line into the back of the computer and everything worked fine.

</font>

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and the stupid thing is the woman probably would have gotten mad cause you asked to talk to her husband instead.

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https://forums.windrivers.com/ Give yourself the finger 10 times a day It'll do wonders for your self control. https://forums.windrivers.com/

Caller:
We seem to have a problem with our computer.
Could you tell me how to fix it?
Tech: Sure bring it in and we'll have a look
Customer: Do you charge to look at it?
Tech:No charge for looking but hthe repair & Diagnostics is $75.00 an Hour which is applied to the repair.
Customer: Well thank You. Click Customer hangs up
We thought about charging for phone support but most users cannot find thier mouse much less slove thier own problem ie reinstalling windows 9X. Then after computer is repaired it stays on shelf for 3 days customer needed it yesterday!! AHHH https://forums.windrivers.com/ https://forums.windrivers.com/

[This message has been edited by NTTECH1 (edited January 24, 2001).]

i hate phone support too. i just say, "Im sorry <person> but the company forbids me from doing phone support. Im going to need you to bring your computer in and have us take a look at it." ... after 20 minutes of explaining to the customer to just bring the tower/desktop in. i get the job done and bring more renvue to the company. And everyone is happy. hehehe