I just finished reading “10 classic clueless-user stories.”
http://articles.techrepublic.com.com/5100-10877_11-6044807.html
After reading through these I thought it would be appropriate to remind all IT staff that the users are not the only ones that make embarrassing mistakes/statements/etc.. I was hoping that everyone could take a moment to stop being so serious and post something that they themselves have done to look like a complete and total idiot. In the true nature of being able to laugh at yourself I will start off by being the first to add something.
“Right Click on the My Computer Icon on your desktop.”
–This was a marvelous stunt I pulled while working Internet Tech Support for a local phone company and ISP.
Caller: I’m sorry sir I don’t think I have a My Computer icon on my desktop.
Me: Ok, maybe it is just called computer or “c: drive” something like that.
Caller: Yes, I think I’ve found what your talking about but I have another problem…. How do you right click?
Me: (long delayed pause)On your mouse…there should be two buttons one on the left and one on the right please use the one on the right that you ordinarily don’t use.
Caller: Sir I don’t think I have a right mouse button.
Explanation: For those of you who have worked at an ISP support desk you can understand that you often run into people who shouldn’t have a computer let alone the Internet. This had been one of those days and I was reaching all new heights of being tired of customers. I would also like to add that this was the only time in my employment there that I was written up for being complained about, needless to say I was embarrassed and apologized personally to the customer multiple times. Continue….
Me: Mr. “User” I assure you that you have a right button on your mouse(aggravated sigh), if you could please just direct your attention to the mouse and look at the two different buttons on the mouse. I would like you too use the right button to click on the icon.
Caller: Sir I don’t mean to sound rude but I really don’t think I have a right button on my mouse. Wait…maybe I do(I sigh in aggravation again) but when I click it it does nothing different than the left button.
Me: “User”…do you know the difference between your right and your left?
Caller: Yes, and I don’t appreciate your tone.
Me: Unfortunately, “Mr. User” at this point in time I am not able to assist you with your internet connection problems I am going to refer your case to my supervisor to resolve I will have him contact you within 24 hours.
Caller: I’m sorry are you hanging up on me?
Me: Sir at this time I am unable to help you.
Caller: Seriously help me(Customer is aggravated by now)
–Suddenly it dawns on me…what type of pc is this guy running on…….
Me: Sir what type of home computer do you have.
Caller: Macintosh.
Me: Oh my…..
As you can see at this point in the day I realized that he didn’t actually have a two button mouse. I can also see that I have just treated a decent, friendly user as a complete idiot. After explaining my confusion to the caller he hung up on me. I learned later that he reported me to my manager and the only way to keep his service was from an apology from me, which, of course, I was promptly instructed to give. In the end I learned a very valuable lesson about tech support: Sometimes it is your fault and not the user’s.
Please share your support tragedies with the community. (Also if you must feel free to comment on what an idiot I am.)
Another curious question: Has any other support personnel seen trouble tickets with the following label at the end….
I-D-10—-T?
Can’t wait to see your responses.
LR
