We’ve all seen many articles on the funniest/stupidest things that users have asked the Help Desk. Has there been any articles on some of the “solutions” we have gotten from the Help Desk when asking for Help?
I just want to list a couple of absurd ones that I have had happen to me. When calling the Help Desk to inform them that I need a floppy drive installed in my new computer, they informed me that I already had one installed. It didn’t matter how insistent I was that I didn’t have one, they insisted that it did. They said it just wasn’t enabled inside. I tried to argue with them, and say wouldn’t I be able to physically see the floppy drive if there were one? Nothing would convince them I didn’t have one.
Another one was I didn’t have permissions to a new folder that was created where all our documentation had been transferred to. A lot of my documentation was missing from the new folder, so I attempted to copy it in, but didnt’ have permissions to. When I put in a request for more permissions, they were insistent that I had full permissions to the new folder and no permissions to the old folder. Which was quite the reverse of what I was experiencing. But because it had been “deemed to be this way”, they just wouldn’t listen to me. It didn’t matter how many times I told them I had full permissons on the old folder, they insisted that I didn’t. Even though I insisted that I could prove it to them, which I eventually did the next day, when cooler heads prevailed.
Anyone else ever experience this? That something has been said to be one way. And when you experience something that is different from the way it is supposed to be, people seem to ignore you. It’s like they can’t admit there’s been a mistake and they will have someone look into it.
It’s more like, “we couldn’t possibly have made a mistake”, and we’re not going to help you. That attitude seems counter intuitive to trying to really help people.