Tell me lies tell me sweet little lies. Tech Support |
- Tell me lies tell me sweet little lies.
- That's not what I asked you to do
- Mr. Knowitall Crashes and Burns
- "That's unacceptable."
- A short tale from the tech guy, mother, and bank tech support.
- What is a exclamation mark?
| Tell me lies tell me sweet little lies. Posted: 28 May 2019 11:33 AM PDT Another round of lying users getting put in their place. I have been working from home on the weekends as I will soon be switched over to salary so I am milking the hell out of all of the overtime I can get. First call on Saturday.
I pulled the call and filed a ticket on it. The VP over security replied within an hour and let me know he spoke with the user and informed him of the severity of sharing accounts. The user did send an email to my boss, but my boss just told me "good job." Second instance.
Took 20 seconds to see the issue.
At that moment the borrower sent in another email that started with. "Oops I accidentally sent you incorrect files. Here are the correct files." I clicked the email and said nothing.
Memorial day. Cell phone rings from an unknown number.
I hung up. Ten minutes later phone rings. Vp over sales is on the line.
He hands me back the phone and his remington 270 rifle. [link] [comments]  |
| That's not what I asked you to do Posted: 28 May 2019 06:46 PM PDT This happened last week. The company that I work for has our Help Desk team occasionally provide support to third-party companies which have their own techs that install and support our software suite. This one company in particular has a tech who always runs in to problems. I'm going to call him $PIMA.
I look at the screenshot, it's an error about a config file missing. This guy is notorious for messing with files outside of the application that shouldn't be touched. I grab a default config file off the network and send it to him.
Five minutes later...
I gain access to the computer and go to the application install directory and look at the config file. It has size of 0 KB. I think to myself "Please tell me he didn't just try to create an empty file hoping it would magically work?"
I look at the file it's the correct size. I replace the config file in the install directory with it and launch the application. It starts without any issues.
$PIMA: deafening silence
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| Mr. Knowitall Crashes and Burns Posted: 28 May 2019 08:39 PM PDT So I work in a company that uses Big German ERP SystemTM , supporting mainly design and engineering functions. We have the usual Super User setup, with some of the users who are more comfortable with the system and their own processes, having elevated access to help their own groups troubleshoot common issues. We also have some Super Users who apparently flexed enough nuts to get managers and directors to instruct us to grant them Super User access as well, but without any of the accountability and responsibilities of the regular Super Users. Since I'm just a peon in charge of system access and such, any of my concerns for security and proper following of procedures were thrown to the wayside to make sure that this one such Super User, Mr. Knowitall, got to run rampant throughout the system. Let's start with a brief introduction of Mr. Knowitall. A really (to his credit) sharp individual, very familiar with the industry he works in, and very technically oriented. Likes to condescend without limitations. Cannot let you know that you know something he doesn't. So our tale starts with Mr. Knowitall barging into my office one day.
I check it, and sure enough, it's missing critical information that should have been pulled from the system automatically. Mr. Knowitall demands that I change it and re-release it, which is 1.) against policy and 2.) beyond even the semi-impressive amount of access I have been oh-so-blessed to have been granted.
Then it hit me. I checked the workflow logs. It's all Mr. Knowitall. No other users. Company policy states that reviews are performed on the Change Management System as well as on the final released version. Standard stuff. No other employees are on this. Not even the outsourced Document Management folks on the other side of the world.
So Mr. Knowitall walked out. I placed a call to some folks to look at it. The escalation is pending as he will not work with them at all. Every interaction at this point is just digging a bigger hole. The sad part of it is, nothing will ever come of it. It will go away, but he'll still be there, flexing away, causing project delays. [link] [comments]  |
| Posted: 28 May 2019 11:23 AM PDT (wasn't sure if I had posted this, so today I learned to do an author: search on Reddit!) A few years back I worked for a FruitCompany reseller, in a large city with a FruitCompany store not too far away. Despite the FC's proximity, we got our fair share of tech support questions, and this one took the cake even to this day. I think it's the best example of turning a furious customer into a happy one, and it's something I still look back on and am proud of (and chuckle a bit at it too). One slow day, a customer came in with an old model FruitPad. The year was about 2014, and as I recall it was a FruitPad 1 running an already out of date OS. He was alternating between frantic and furious and demanded to speak to 'the real geniuses, the real geeks'. A colleague and I were on the floor, and having nothing better to do, we both started to help him. Cx: "Do you guys know what you're talking about? I hope so. You better." "We do our best." "I have Important Medical Research on this FruitPad, and it's crashed and now my Important Research is gone." "Alright, let's have a look." "You know, I'm not a litigious person, but if this doesn't get fixed, I'll have no choice but to sue." "...we aren't FruitCompany. How about we see what's going on?" "I have to say, this wouldn't have happened if DeceasedFruitCompanyCEO was still around." "Uh..." Cx: "Look, all my Research was in here, and now I can't access it!!" He opens the Notes app. You know, where one would store Important Medical Research. It crashes back to the home screen. Uh oh. Never seen that. Cx: "I need my Research! You have to get it back! It's Very Important!" He wasn't happy about this, not surprisingly, but I try to set expectations properly. Cx: "I. Need. My. Research." "We might not be able to get it, but we'll try. Remember, the onus of backing up is on the user of the device." "That's unacceptable." "No, it's in the Terms and Conditions." After this, he left the FruitPad with us and we were able to extract the notes via FruitTunes/iMazing (great app) and then emailed them to him as PDFs. Without going into detail, the 'Research' was notes to himself about a company he wanted to start for medicinal cannabis pipes (at the time it was funny, now, I'm sure he's wealthy if he got the company off the ground). He came back a few hours later and was ecstatic with the results, and even offered us money for our trouble. At that point we just felt bad for him and refused any money, but he went on his way happily. To this day, I still reflect on it as a way that I was able to both stand my ground and de-escalate an angry customer, while ultimately recovering their data too. [link] [comments]  |
| A short tale from the tech guy, mother, and bank tech support. Posted: 28 May 2019 09:30 AM PDT Not sure this belongs but here we go: So my mom is having some trouble getting a bank statement PDF to load. Now she is smart but i am the tech guy so she calls me down to figure out what the issue is while she calls the bank wondering if it's their problem. I try to open the link to get the PDF file and get a DNS address error before it loaded a connection error. Now a few months back i had to set up a DNS address to start a guest wifi connection for a friend that was watching the dogs. So i login to the router, set it up to get the DNS from the ISP, and the problem is solved. The PDF loads on the browser. Meanwhile on the tech support line for the bank, the lady asks about the web browser as that could be the issue. My mom answers that she is using Chrome and is told to use a "windows browser". Confused my mom asked: "What would you consider a browser?" "Oh that's Mac, Chrome, Windows XP..." "I use Windows 10." My mom answers. "Oh that could be the problem then." So I explain what i did to my mom, she didn't understand most of it and just thanked me for being around because she would have no idea how to fix this. But probably had a better chance then the lady she called. My mom said she called the bank's tech support but i really think they just gave her someone from the desk who knows enough to use computers but knows none of the terminology. [link] [comments]  |
| Posted: 28 May 2019 12:57 PM PDT Sorry for spelling and grammar mistakes. English is not my first language. So my coworker told me a story last week: He prepared a pc for a user in a department at his site and set our standard password. "WordNumber!" He set all up and the user returned from the time off for the newborn. After she turned on the pc, she calls me coworker and asked for the password. He gave it to her and heard the most stunning question he ever had on the phone: "What is a exclamation mark?" He was so stunned and did not know what to say. Imagine trying to explain someone what shift or caps is, after this question is dropped. He was lucky a coworker of her was near and helped out. [link] [comments]  |
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