But I capitalized Winter.. Tech Support |
- But I capitalized Winter..
- Nope, I'm not your customer I'm your coworker
- ...and I NEED support in a foreign language!
- You can't lie when making an account!
- The User vs The Fingerprint Scanner
- I am sorry ma'am, your file is likely gone.
- It will not allow me to
- Involuntary Password
| Posted: 28 Nov 2018 12:45 PM PST I just got off of the phone with this user and I wanted to share this. A bit of background, I work for a service desk where 80% of my job is spent taking calls and resetting user's network passwords. Me = $L User - $U Our conversation went something like this: $L- "IS Service Desk, lildrummerboy2 speaking. How can I help you?" $U - "I can't login, I think I forgot my password. Can you help me reset it?" $L - "Yes I can help with that, what is your first and last name?" $U - "Jane Doe." $L - "Okay Jane Doe, your new password will need to be a minimum of 12 characters long with at least one capital letter and a number in it. What would you like to reset it to?" $U - "Umm, I don't know. I wasn't prepared to reset it, give me a moment to think of something." $L - "Okay, no problem. Let me know when you're ready. Again, it needs to be a minimum of 12 characters long with at least one capital letter and a number." (A minute or so goes by before she responds.) $U - "Alright, I'd like to reset it to winter2018." $L - *sighs* $L - "That password is only 10 characters long so you'll need 2 more characters, you'll also need a capital letter in there." $U - "Okay how about I capitalize Winter." $L - "I can do that, but you'll still need 2 additional characters." $U - "But I capitalized Winter" $L - *heavier sigh* $L - "Yes you did, but it still doesn't meet the minimum length requirement." $U - "I capitalized Winter, it is 12 characters." *L - *internally screaming* $L - "How about we add two exclamation points to the end? That will satisfy the complexity requirements." $U - "Okay." $L - "Alright so just to clarify, your new password is "Winter2018!!". I just set that for you, can you test it to make sure you can get in?" $U - "I'm in." $L - "Great! Have a good rest of-- $U - *hangs up* After all of that they just hung up on me, oh the joys of tech support. Edit - Formatting [link] [comments]  |
| Nope, I'm not your customer I'm your coworker Posted: 28 Nov 2018 11:45 PM PST I started a new office job over the summer and although I don't do tech support, I was CC'd on this ticket. I'll be $Girly. The customer is $Girlie. The sales rep is $Sales and obviously $Support is tech support. MONDAY: received an email from customer $Girlie about an issue with her order. All issues must be shown to the sales rep before any credits or exchanges can be made. Luckily, the customer CC'd the sales rep on the email. I decide to wait 1 day before responding to see if the sales rep $Sales will handle things himself. TUESDAY: The sales rep has not responded. I forward the email to the $Sales and ask him to take a look. WEDNESDAY: I was CC'd on an email from $Sales to $Girlie but he addressed her as $Girly. No big deal, she spells her name weird. I'm gonna notate the account. I open the account and see a new contact was added on Monday- $Girly MyLastName. Lol what? I open the contact and see that $Sales also added my work phone, extension and email. My email is $Girly@companyname.com. THE SAME COMPANY THAT SIGNS HIS CHECKS I email $Sales to let him know I'm not the customer and that I'm going to delete the contact and move on with my day. An hour later, I get another email. This time $Support has been CC'd.
I immediately email him back that I had already taken care of it, but don't want to bruise his ego by pointing out how this all started. $Support didn't let me down, though, and sent an email as well.
I've been dying all day [link] [comments]  |
| ...and I NEED support in a foreign language! Posted: 28 Nov 2018 08:39 AM PST Now folks, not only is this a ltl, ftp story, it is also written on behalf (and with the permission) of u/Azazel-2b who posted it first in r/italy. It is the first day of work for #A after some vacation time. He gets connected to #B. [link] [comments]  |
| You can't lie when making an account! Posted: 28 Nov 2018 11:02 AM PST Was working as a tech adviser and got a call from a very angry customer. They were outraged that we were trying to track their child and steal their information! I assured them that this was certainly not the case and asked them to elaborate. During the account creation process it asks for a number of details: full name, home address, email and phone number. Pretty standard stuff. She said why we would ever need those details as their child is still a minor. Now without even going into why they are required for an account I tried as best I could to indirectly tell her that the details didn't have to be accurate. I mean how would we know if those details are correct? we have no way of checking, it's mostly for security purposes to confirm that we're speaking to the account holder. However the customer did not get it at all even after the 'hints' went to almost blatantly saying put in Max Power and 123 fake street. Instead the customer wanted to bypass the user system all together, they didn't need an account they just wanted their child to be able to play games. At this point the call had been going on for a while so had to put the foot down as an all or nothing: either make the account and play the games or don't. I got the obligatory whats your name, i'm going to social media, i'll put in a formal complaint, etc. I started giving them the email address and web page where they could lodge such a complaint when they abruptly hung up. TL;DR Customer didn't know that they could lie on the internet when making an account for their child, got mad when an exception couldn't be made and hung up after threatening to go to social media. Edit: Formatting. [link] [comments]  |
| The User vs The Fingerprint Scanner Posted: 28 Nov 2018 12:27 PM PST My mother turned 70 this year. For a gift, we upgraded her from an iPad 2 to an iPad Mini 4. I helped her get it setup with TouchID (just like she has on her 5S). Last night, after helping here with her Apple ID, she wanted to show me another problem she was having. She went to the App Store to buy a new game for my cousin's kids for when she babysits. She presses the "Get Button", and the prompt to use Touch ID comes up. She tries to press the fingerprint icon on the screen, and nothing happens. "See, this thing doesn't work." "You can't press the screen, you have to use the fingerprint scanner." "Where is that?" "Right there, at the bottom of the iPad, circled is gold." "Oh." Apparently you can teach your parents how to do somethings, but if the screen says something, they are going to try it what it says, and not what you thought them. [link] [comments]  |
| I am sorry ma'am, your file is likely gone. Posted: 28 Nov 2018 11:38 AM PST I am a student tech at a University tech Lab and deal with mostly competent clients, so this situation really stands out. $Client - an older student who needs a lot of help with anything related to computers. I am working at my desk reading Reddit when $Client comes up to me
I get up and go to her computer. When I get to her station, I see a specialized Excel document running a "3dmaps" extension. The prompt on her screen said something on the lines of, "3Dmaps is overloaded, please use the 64-bit version of Microsoft Office". I clicked on the ok button to see another of the same prompt come up. This would not stop, like those prank error messages that were continuous.
I force quit excel and ask her to open up her document.
I even looked through the excel recent documents, and she completely lost that file. This happened just now, and may still have to deal with the Overloaded extension, but that will be later. This specific client asks help for a lot of things that most people know how to do, but this really astonished me. TL, DR: Don't pull your flash drive out when using it. [link] [comments]  |
| Posted: 28 Nov 2018 12:38 PM PST Characters: $ME (Myself), $FU (Field User) $FU: (submitting ticket for support) I can't submit request because system wont let me ** Automated Service Desk Response to client ** Thanks for your report. We will look into it. Please include any information (customer info, screenshots, etc) as an attachment to help aid the investigation into your issue $ME: Sorry to hear you are having an issue submitting a request for this client. Do you have any information I could use to begin replicating your issue? $FU: It's not working. Is the system down? $ME: -checks servers, load balancer status, login to production- No sir, the service is operating normally at this time. Let's try to pinpoint your issue- $FU: You do not think this is a problem? $ME: I think first it would be helpful to identify the issue before we declare that there is- $FU: WE DO MORE WORK REPORTING ISSUE THAN YOU DO FIXING. WHAT IS THE EXPECTED TURNAROUND TO HAVE THIS FIXED?! $ME: Our SLA dictates that we triage and resolve issues within a timeframe depending on severity of the issue, which will be set once we define the issue... At this point, I'm not sure what's not working, but I know this client is irate. So I check within our service desk SW for an attachment or some clue. I find a word document attached to the issue (task) itself.... Maybe this is what he meant about "do[ing] more work...". He's taken the time to document the issue and I haven't even taken the time to read his report... Feeling guilty, I pull down the word file and open it locally to find the following "information": Since our help desk department is somewhat small (just me), I'm usually working my tail off to maintain a trim list of active requests. That means when users aren't willing to help themselves by supplying even the most basic information, their respective requests get prioritized a little lower than those for which we have pertinent data. I triaged this particular request thusly and went on mowing through my daily tasks and steadily chomping away at the other active requests. A few days later, I revisit the request (ticket/task). I had taken no further action on the issue... $FU: Client is considering leaving the bank to seek scanner service elsewhere $ME: What is this client's contact information? I will use this to try and move the request along and get them squared away in a timely manner $FU: YOU ARE NOT QUALIFIED Seeing this as an opportunity to argue or actually solve the issue, I reach out to the contact at the bank over $FU's team and acquire permission to contact the client. We moved through the request process in under 10 minutes. Client thanked me and followed up with more praise after receiving the scanner. Turns out that $FU was trying to click through fields on a PDF job aid for the function he was trying to complete. That won't work. [link] [comments]  |
| Posted: 28 Nov 2018 11:06 AM PST Another tale from the Help Desk! Like most of my stories lately, it has to do with our users logging into our web portal to see their personal data. Technically, I'm the backup to the Help Desk, but since our tier 1 guy is busy, I end up answering a lot of the calls. It does wonders for my productivity with administration tasks, let me tell you. Today we had a caller from the south. As someone with roots in the South, these calls are always a great reminder as to why I left. This guy had a twist on the southern accent. Instead of being all 'drawly' it was more drawn out and folksy. Kind of a east coast twist on a southern accent.
Some people, for whatever reason, throw up their hands and surrender if it prompts them to change their password after they put it in. They just see that it didin't instantly take them to where they needed to be and give up and call us. Often, getting them to read me the error message is an easy way to get them to read it for the first time, and realize their mistake.
Instead of asking for their name, which can lead to some interesting attempts at spelling for some areas our company is located in (French Canada, the South), I typically just ask for their ID for an easier time locating their account.
I find the user, and verify him using personal data. I read off his username, which is an old schema: Location Code & Initials.
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