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.
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.
Comment