Tweet
A guy came into the repair shop the other day, complaining that his computer wouldn't connect to the internet. Okay, we do offer a troubleshooting service, but, as the guy at the counter informed him, we do need the computer to be present for us to do so.
The man promised to be right back, went out, and drove off. Again, not terribly unusual. It always amazes me how many people come in for a magical bucket of pixie dust to take home to sprinkle on their computer, rather than bringing in the computer for repair.
About two hours later, he came back. In four trips to his car, he deposited two towers, a laptop, two monitors, three mice, a router, a cable modem (not his, it belonged to the cable company), over a dozen assorted cables, two keyboards, two sets of speakers, a flatbed scanner, some sort of palmtop docking station, two USB hubs, three USB card readers and an external hard drive onto the counter.
The guy at the counter (not the same guy as his first visit) didn't even try to explain it's customary to just bring in the towers and maybe the router, and checked it all in.
Working on the assumption that if he brought in ALL his hardware, the problem is affecting all of the computers, I started my diagnostic with the Ethernet cables and the router. The cables tested out just fine, so I turned my attention to the router.
The router worked fine as far as I could tell, but there was no connectivity. There was nothing in the paperwork the customer filled out that supplied the router password, and it wasn't the default, so I looked up the phone number he left, not wanting to reset the thing and wipe his settings (in case that's the problem).
Just to make sure, though, I tested all his computers on our own internet connection. Aside from the usual toolbar congestion, everything worked flawlessly. So, I figured it was the router, and called him.
The guy answered the phone on the first ring, and that's when things started to get a bit sucky. To say nothing of the hard left turn into crazyland.
Customer: Hello?
Me: This is Repair Shop, calling you about the computer you left with us.
Customer: Uh huh.
Me: Would you happen to recall your router password, sir? I don't want to try resetting it to get into it to test the configuration, so it would be helpful if you could tell it to me.
Customer: I picked a nice long one when fixed the security setting flaws in the router, but I didn't write it down, and I don't remember it now. Oh, but don't worry. You can't reset it.
Me: I can't, sir?
Customer: Oh yeah, I read about how if a identity thief gets his hands on your stuff, he can push the reset button and login as you, so I opened up the case thingy and cut the wires to the button. And to be extra sure, I put a little epoxy across where the wire ends were, a little more in the screw holes, and closed it back up. I'd like to see a thief get into that sucker!
Me:
Sir, I've traced the problem to the router. But without any ability to reset it, and not knowing the password, there's not really anything I can do but suggest you buy a new router, since the old one is effectively a paperweight.
Customer: (angry voice) What the hell am I paying you people for, if you won't fix my internet?!? *hangs up*
I didn't work the next day, when he showed up to pick up the computer. I understand he tried to refuse to pay the diagnostic charge, but when it became clear he wouldn't get his computers back if he didn't pay, he grudgingly paid his bill. Plus, he left with a shiny new router, too. I halfway expect to speak to him again about it, at a future date.
The man promised to be right back, went out, and drove off. Again, not terribly unusual. It always amazes me how many people come in for a magical bucket of pixie dust to take home to sprinkle on their computer, rather than bringing in the computer for repair.
About two hours later, he came back. In four trips to his car, he deposited two towers, a laptop, two monitors, three mice, a router, a cable modem (not his, it belonged to the cable company), over a dozen assorted cables, two keyboards, two sets of speakers, a flatbed scanner, some sort of palmtop docking station, two USB hubs, three USB card readers and an external hard drive onto the counter.
The guy at the counter (not the same guy as his first visit) didn't even try to explain it's customary to just bring in the towers and maybe the router, and checked it all in.
Working on the assumption that if he brought in ALL his hardware, the problem is affecting all of the computers, I started my diagnostic with the Ethernet cables and the router. The cables tested out just fine, so I turned my attention to the router.
The router worked fine as far as I could tell, but there was no connectivity. There was nothing in the paperwork the customer filled out that supplied the router password, and it wasn't the default, so I looked up the phone number he left, not wanting to reset the thing and wipe his settings (in case that's the problem).
Just to make sure, though, I tested all his computers on our own internet connection. Aside from the usual toolbar congestion, everything worked flawlessly. So, I figured it was the router, and called him.
The guy answered the phone on the first ring, and that's when things started to get a bit sucky. To say nothing of the hard left turn into crazyland.
Customer: Hello?
Me: This is Repair Shop, calling you about the computer you left with us.
Customer: Uh huh.
Me: Would you happen to recall your router password, sir? I don't want to try resetting it to get into it to test the configuration, so it would be helpful if you could tell it to me.
Customer: I picked a nice long one when fixed the security setting flaws in the router, but I didn't write it down, and I don't remember it now. Oh, but don't worry. You can't reset it.
Me: I can't, sir?
Customer: Oh yeah, I read about how if a identity thief gets his hands on your stuff, he can push the reset button and login as you, so I opened up the case thingy and cut the wires to the button. And to be extra sure, I put a little epoxy across where the wire ends were, a little more in the screw holes, and closed it back up. I'd like to see a thief get into that sucker!
Me:
Sir, I've traced the problem to the router. But without any ability to reset it, and not knowing the password, there's not really anything I can do but suggest you buy a new router, since the old one is effectively a paperweight.Customer: (angry voice) What the hell am I paying you people for, if you won't fix my internet?!? *hangs up*
I didn't work the next day, when he showed up to pick up the computer. I understand he tried to refuse to pay the diagnostic charge, but when it became clear he wouldn't get his computers back if he didn't pay, he grudgingly paid his bill. Plus, he left with a shiny new router, too. I halfway expect to speak to him again about it, at a future date.
Comment