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Another fun story from the halls of L2 Tech Support.
This customer calls in today wanting help with her computer, to which I am initially quite frightened because:
A: She sounds timid, elderly, and unsure. These are never good initial signals, because this customer likely knows little to nothing of their setup and this call will last anywhere from 40 minutes to over an hour.
B: I can only handle so many completely lost folks in a day before my patience wears thin and I get "short" with my customers.
Anyway, I ask her what the problem is. She says that she needs her password. I figure that has simply forgotten her emails password, which is an easily enough problem to fix, just a few clicks of the mouse and problem solved. However, I should've known better.
ME: Elevator
SC: granny
ME: So you need your email password, ma'am?
SC: Well, I don't know....I'm stuck at my login and it won't let me get in.
ME: Isn't there a link somewhere that says "Forgot your password?"
SC: Um...no....I don't see one...it's just a bunch of blue colors.
ME: ....blue colors?
SC: Yeah and it's got a picture of colored blocks and a key there.
*aha! This is her windows login screen! This means I'm off the hook, as I have no clue what her windows password is, and cannot access anything that would provide that information.*
ME: *I explain the situation*
SC: Oh...ok...well, I'll call you back.
*15 minutes goes by, she calls back, and my auto-call-detection picks up on her call. Damn. She has remembered her password, and has further problems.*
SC: My internet doesn't seem to be working anymore.
ME: Ok ma'am, let me see.
*do some troubleshooting, nothing seems to be making any sense. She's saying terms I don't recognize and I'm confused all to hell when finally it dawns on me*
ME: Ma'am, do you know what version of windows you're using?
SC: Windows 98.
ME: I see. *it all made sense now* Ma'am, unfortunately, because of the dated nature of the operating system, our company no longer supports Windows 98, Windows ME, or Windows 2000. We only handle PC issues regarding Windows XP or Windows Vista.
*She's clearly crushed, her sad little voice then starts getting even more sad. *
ME: Ma'am, if you wish, you may be able to take it to a local repair shop, as I'm sure they could access your equipment enough to get it going, but I'm afraid we offer no support for this OS.
SC: Oh, that's so sad....I've had this computer for so long, and it's been such a loyal and trusty machine...I don't think I could bear to replace it.
ME: *smashing face into desk, dying to get away* I understand ma'am. But like I said, there's
SC: Oh, there's nothing you can do? There isn't just some little thing you can do from there to get it working, I couldn't bear to give up this trusty old computer box...
ME: *loading bullets into suicide gun* Ma'am, I wish I could, but I'm afraid that there's just nothing more I can do to get this established, just check your yellow pages for a PC repair shop and I'm sure they could get it going.
This goes on for roughly half an hour. Her grovelling, begging me to get her internet up. I try to see if she's getting an IP address, but the win98 IPconfig thingy is fubar. I wave the white flag when she starts to cry and end the call as smoothly as possible.
I think I'm off the hook.
Wrong.
She calls back in the next day.
SC: Hi this is Elevator, right? I spoke w/ you yesterday about my Windows 98 computer.
ME: Yes ma'am, did you get anything figured out?
SC: Why yes I did (real smamry-like, she clearly had done something) I went and bought a NEW computer, a Windows Vista! So what do you think about that!
ME: Well congratulations, ma'am, getting a new computer can be very exciting. Is there anything I can do to assist you?
SC: No, I just wanted to call to let you know I got it all connected and didn't need any help from YOU!! *click*
Ten minutes later I get a phone call from her needing help getting her wireless internet set up, which I did.
Moral of the story: Don't f**k with us, you'll need our help again someday.
This customer calls in today wanting help with her computer, to which I am initially quite frightened because:
A: She sounds timid, elderly, and unsure. These are never good initial signals, because this customer likely knows little to nothing of their setup and this call will last anywhere from 40 minutes to over an hour.
B: I can only handle so many completely lost folks in a day before my patience wears thin and I get "short" with my customers.
Anyway, I ask her what the problem is. She says that she needs her password. I figure that has simply forgotten her emails password, which is an easily enough problem to fix, just a few clicks of the mouse and problem solved. However, I should've known better.
ME: Elevator
SC: granny
ME: So you need your email password, ma'am?
SC: Well, I don't know....I'm stuck at my login and it won't let me get in.
ME: Isn't there a link somewhere that says "Forgot your password?"
SC: Um...no....I don't see one...it's just a bunch of blue colors.
ME: ....blue colors?
SC: Yeah and it's got a picture of colored blocks and a key there.
*aha! This is her windows login screen! This means I'm off the hook, as I have no clue what her windows password is, and cannot access anything that would provide that information.*
ME: *I explain the situation*
SC: Oh...ok...well, I'll call you back.
*15 minutes goes by, she calls back, and my auto-call-detection picks up on her call. Damn. She has remembered her password, and has further problems.*
SC: My internet doesn't seem to be working anymore.
ME: Ok ma'am, let me see.
*do some troubleshooting, nothing seems to be making any sense. She's saying terms I don't recognize and I'm confused all to hell when finally it dawns on me*
ME: Ma'am, do you know what version of windows you're using?
SC: Windows 98.
ME: I see. *it all made sense now* Ma'am, unfortunately, because of the dated nature of the operating system, our company no longer supports Windows 98, Windows ME, or Windows 2000. We only handle PC issues regarding Windows XP or Windows Vista.
*She's clearly crushed, her sad little voice then starts getting even more sad. *
ME: Ma'am, if you wish, you may be able to take it to a local repair shop, as I'm sure they could access your equipment enough to get it going, but I'm afraid we offer no support for this OS.
SC: Oh, that's so sad....I've had this computer for so long, and it's been such a loyal and trusty machine...I don't think I could bear to replace it.
ME: *smashing face into desk, dying to get away* I understand ma'am. But like I said, there's
SC: Oh, there's nothing you can do? There isn't just some little thing you can do from there to get it working, I couldn't bear to give up this trusty old computer box...
ME: *loading bullets into suicide gun* Ma'am, I wish I could, but I'm afraid that there's just nothing more I can do to get this established, just check your yellow pages for a PC repair shop and I'm sure they could get it going.
This goes on for roughly half an hour. Her grovelling, begging me to get her internet up. I try to see if she's getting an IP address, but the win98 IPconfig thingy is fubar. I wave the white flag when she starts to cry and end the call as smoothly as possible.
I think I'm off the hook.
Wrong.
She calls back in the next day.
SC: Hi this is Elevator, right? I spoke w/ you yesterday about my Windows 98 computer.
ME: Yes ma'am, did you get anything figured out?
SC: Why yes I did (real smamry-like, she clearly had done something) I went and bought a NEW computer, a Windows Vista! So what do you think about that!
ME: Well congratulations, ma'am, getting a new computer can be very exciting. Is there anything I can do to assist you?
SC: No, I just wanted to call to let you know I got it all connected and didn't need any help from YOU!! *click*
Ten minutes later I get a phone call from her needing help getting her wireless internet set up, which I did.
Moral of the story: Don't f**k with us, you'll need our help again someday.
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