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    Wednesday, July 31, 2019

    Concentration of lazy people Tech Support

    Concentration of lazy people Tech Support


    Concentration of lazy people

    Posted: 30 Jul 2019 10:24 PM PDT

    I am the IT manager (sole IT person) at my dealership. All the programs we use are web based. I can do password resets, but I make everyone call the vendors for it.

    Last Saturday was a busy weekend, I am working on my end of the week reports (I have 4 different jobs there).

    SM: Sales Manager. FM: Finance Manager. Me

    Phone rings

    SM: Our printer isn't printing and we have deals to print!!

    Me: What does the LCD screen on the printer say?

    SM: I don't have time to look, come fix it now!!!

    I walk down there and check it, it is out of paper.

    Me: The printer is not broken, you need to put paper in it.

    SM: Put some paper in it!!

    ME: I walk off.

    I go back to my office, just as I sit down my phone rings.

    FM: My printer is out of ink!!

    ME: Your printer does not use ink, it uses toner and eack FM is required to have an extra cartridge in their office.

    FM: I used that one two weeks ago. I haven't had the chance to order one.

    ME: Walk next door to the other FM office and get their extra one.

    FM: She used hers too. We have deals to print and you are stopping us from doing out job!!!

    I hang up the phone and go grab the credit card from our comptroller and tell him I am making a toner run. He has me sit down and proceeds to tell me how he has never seen so many people in one place that cannot solve their own problems. As the toner I buy from the local chain store is 100% more expensive then our vendor, he calls and informs the Finance managers that the extra cost for the toner is coming out of their paychecks.

    submitted by /u/Cidjackaries
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    "bad at computers"

    Posted: 30 Jul 2019 09:03 AM PDT

    M: Me

    U: End user

    M: $snake1152 at the IT service desk, how can I help you?

    U: Hello, yes, I am having trouble logging into $program.

    M: Alright what is your username?

    U: $username

    M: Okay looks like you are locked out. I have unlocked you. Did you want to try it again or do you want your password changed?

    U: Let me try it * tries and fails * nope still can't log in. How do I change my password? Do I have to go out to the reset tool?

    M: No I can change it for you. One second. * i lied it took 5 seconds * Alright so your password is $password. When you first log into $the program it will prompt you to change your password. Remember: Your new password must be EXACTLY 8 characters long. No more, no less. (its an older program, yes people don't follow that rule often and have issues.)

    U: Oh so you want me to give you my new password?

    M: What? No... Those are instructions for logging in. * repeats all that info again*

    U: Ohhhh. Yes sorry I am bad with these computers. Let me try logging in.

    M: internally: no you are bad at listening but okay.

    U: I am logged in thank you!

    M: No problem. Have a good day.

    TL;DR: Bad at listening is not the same as bad at computers.

    submitted by /u/snake1152
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    My passwords are gone and it's your fault!

    Posted: 30 Jul 2019 12:26 PM PDT

    I'm a developer at a mid-range BPO company. I recently made an in-house password management application because our phone agents can't remember their logins. It's particularly bad in our line of work, because a forgotten login can keep them from being productive for 30 to 60 minutes while it's reset. Before this they were storing their passwords in text files, but due to a company wide mandate all of our agents had their access to any kind of text editor removed. Naturally, I field basic support questions for the application since I'm the only one with any real familiarity with how it works.

    I got an email a week ago from a manager (Mgr) absolutely livid with me and the application. He has an agent who claims their passwords are just gone. This is how the conversation proceeded:

    Me: Okay, give me some quick reproduction steps. I need to know what the agent did.

    Mgr: He just had them one day and the next they were gone. You need to fix this right now. They're not being productive and it's your fault!

    Me: That doesn't explain anything, I need step by step what he did.

    Mgr: He says they were there last night when he left, and when he came in today, they were gone. I checked, there is nothing in the application.

    (Repeat this same loop 4 times)

    After that fruitless conversation, I tell him to have the agent re-enter the passwords he can remember. At the same time, I use our remote monitoring software to watch his screen. The manager comes back 10 minutes later.

    Mgr: They're in there now.

    Me: No they aren't.

    Mgr: Yes they are, I saw him typing.

    Me: Well I watched the screen. He didn't even open the application. I've got the video if you wanna see it.

    I play back the recording. Mgr watches, eyes wide, as the agent moves the cursor around for a few moments, and then the highlighted icon on the desktop shifts around, indicating that they're typing on the desktop. Pretty sure I got the guy fired. I did eventually get an apology from Mgr over the ordeal. The application is used by 1500 people on a daily basis and has been for months... so an odd out of the blue catastrophic failure is beyond suspicious. As best I can tell, the guy wasn't using the system at all, and when he got caught (probably by forgetting a password), he panicked and said my application was at fault.

    submitted by /u/maxwelldemonic
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    I told you to connect the computer, not restart the unit.

    Posted: 30 Jul 2019 06:45 PM PDT

    Hi everyone, long time lurker, first time poster!

    I work taking tech support calls for a security camera company. The line I work in is specific to installers, distributors, and technicians. There is, however, one exception to this policy, where we HAVE to support end users: which is when the units are purchased from a specific distributor.

    Cast:

    - Prad: Me, humble tech support agent.
    - (Inner Prad: My thought process)
    - Caller: Angry man with two cameras that aren't working but is not on site.
    - Wife: Angry woman who is in front of the unit.

    Prad: Thank you for calling tech support, I'm Prad, what can I do for you?

    Caller: Yeah, my cameras are grey.

    (Inner Prad: Gray? They're probably stuck in night vision)

    Prad: No problem sir, let me verify some information and I'll help you!

    Caller: *Verifies information, specifies that he is end user from the one exception*

    Prad: Thank you! So, when you say your cameras are grey, do you mean the picture is in grey scale?

    Caller: *Takes 10 minutes explaining how the cameras are just a blank grey screen*

    (Inner Prad: Oh, easy, we default the cameras, change the cable and we're good to go)

    Prad: Ok sir, please connect a WINDOWS laptop to a port on the unit. (Windows is necessary to access the cameras via IP address on IE)

    Caller: Oh, I'm not in front of the unit, but my wife is! Let me get her on the phone.

    (Inner Prad: *Sarcastically* Yay, conference calls, nothing could go wrong)

    Caller: *Says hello to Wife, explains that he's talking with tech support in an angry tone.*

    Wife: *Replies in angry tone and asks for instructions*

    Prad: Do you have a windows computer with you?

    Caller: *Repeats the question to Wife*

    Wife: I heard him!, yes I do.

    Prad: Ok, please connect the computer to any port on the unit with an ethernet cable.

    Caller: *Repeat the exact words Prad just said*

    Wife: What?

    Prad: *Provides detailed explanation of the connection, along with descriptions of what the cables and ports should look like, specifying we need a windows pc*

    *Pause, 2 minutes*

    Caller: So, how's the connection?

    Wife: It's rebooting now?

    Prad: Sorry?

    (Inner Prad: How did we go from connecting a cable to rebooting the unit?)

    Wife: Well, Caller told me to restart the unit, so I did that.

    Caller: I did not!

    *Verbal argument starts, lasts a while*

    (Inner Prad: This is awkward, I don't want to be here)

    Caller: I did not tell you to restart the unit. Prad, did you tell her to do that?

    Prad: I rather not get involved, sir.

    Wife: Anyways, the unit is back up, what do I do now?

    Prad: *Explain the connection again, specifying that we need a windows pc*

    Wife: Oh, I have a mac.

    Caller: Fuck this, thank you. *click*

    (Inner Prad: WTF just happened?)

    And that friends, is how my shift ended today with an angry couple, a confused tech support agent, and the cameras still damaged.

    submitted by /u/Pradich
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    "Sorry, we can not fix the microwave."

    Posted: 30 Jul 2019 11:06 AM PDT

    Not Tech Support, but I work at a state college with an IT department. The department I work for is right next to the campus library, it's even in the same building. When I came in this morning, I was told that the microwave in the facility break room is unfortunately not working and nobody can microwave their frozen breakfasts/coffee.

    Normally they call IT when there is an issue with a computer in the library (we have over 500 computers, so calls go out regularly), however they decided to call IT to come and look at the microwave.The ticket in the system was blank, so somebody from IT came here and thought that there was a "normal" computer issue. When the library manager took them to the breakroom, they were a little bit confused. After a few minutes, IT, of course, explained how fixing microwaves are not part of his job and suggested that they buy a new one.

    (TL;DR: The microwave broke in our breakroom and IT was called to fix it.)

    submitted by /u/NotSenz
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    We just throw it in the trash

    Posted: 30 Jul 2019 02:23 PM PDT

    So where I work we got a 4 floor building with several multifunctional printer/scanners spread out over the building, I think a dozen in total. When their inkt cartridges run out or the waste toner gets full, we get a mail message to warn users and us about it. Most of the time we place cartridges and waste toners in cupboards near the multifunctional printers so users can change it for themselves (being a 24/7 workplace and all). The printers auto-order new stock as needed.

    Recently we noticed empty waste toners piling up in our supply so we figured that we had been overlooking the need to place them in the building. Shortly afterwards we get a notification mail that a waste toner was almost full and would soon require changing. One of our IT-team members goes out with a new waste toner to the multifunctional printer. He goes to the menu of the printer to check how much waste is in the waste toner.

    0% full. No waste was present in the toner. He figures that that is strange and figures he will need to check notification settings on the printer. Before leaving he tells people that he will place the new empty waste toners near the printer. He opens up the cupboard and sees a pile of waste toners laying there unopened. He goes to ask the people what they do when a waste toner is full.

    "Oh, we just dump the waste in the trash bin."

    The highly flammable and cancereous waste....is just dumped....in the trash bin. Apparantly they found a way to open the waste toner (normally for safety reasons it only opens when inserted into the printer) and used it to dump it in a trash bi We are very glad we don't have any users that require us holding their hands through everything, but this might just be a bit too much of the "we'll figure it out ourselves"-mentality.

    submitted by /u/DorSecNonck
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