"Psychic IT, how may I help you?" Tech Support |
- "Psychic IT, how may I help you?"
- The higher-ups backed me when I told this User off...
- When someone blatantly lies to you
- The Short Tale of the Disappearing Emails
- You need to come in, we have a huuuuge problem (and that was only the beginning)
- My first 'in memory' database
- Help desk turned insurance agent
- CR/LF Will be the death of us all...
- Can't call when the phones are down, and that's my fault, is it?
- My monitors aren’t working!
- Either a mind-reader or quick fingers
- I don't do audio drivers, I'm a trumpet player.
- I need my email!
- That can't be the solution, it doesn't involve *you* just fixing it magically
| "Psychic IT, how may I help you?" Posted: 29 Aug 2019 05:59 PM PDT Okay, I try to post my surreal story every Friday, but I'm taking tomorrow off. This happened this afternoon. Backstory: I am one of only two IT personnel at a dozen+ building facility with over 1,000 endpoints. Naturally, they smash every IT position into one role. This leads into some.. interesting interactions. This afternoon, user I've never seen bangs at my door. User: indignant glare "It's been over a month!!!" Me: "since...?" looking around for a calendar User: "Since I've had a working computer." Me: "And... you or your supervisor sent us an email on this??" User: "yes! well, I think so." Me: pulls up email, asks for user's name, supervisor's name, department, searches back 90 days "I don't see anything." User: "well I'm sure I told SOMEBODY. I can't work like this." Me: "what e-mail address did you send it to?? User: "How should I know!!?? You're the IT GUY!" User then huffs off back to their office. Yes, sorry, those psychic powers go in and out. [link] [comments]  |
| The higher-ups backed me when I told this User off... Posted: 29 Aug 2019 09:33 PM PDT Sorry for the length and formatting; been a really long day.-------------------------------Ever had a user get unreasonably angry and start screaming at you? Well, here's one of mine: My job at the time was still using Office 2011 on Windows 7 and it was already outdated. There was a bug where local pst files would get too large and Outlook would just... die; the whole machine would lock up until you killed outlook. The issue was, it would kill the program, but the process would remain 'running' and be locked up completely. Reopening outlook without rebooting the machine would only lead to the machine locking up and nothing responding at all. Solution at that point was only to reboot. We'll call the user "Bob" Bob calls down to my desk- Me: "Hey Bob, what can I do for you?"Bob: "You need to fix this computer. It's acting up and won't let me do anything."Me: Sure; I take it you're not able to put in a ticket. Let me head on up and I'll take a look." I head up and step inside Bob's cubicle, immediately seeing the issue described above. Me: "Hey, Bob... I know you hate hearing this but I can see what's going on right now; your Outlook is acting up again and you're going to need to restart." Bob goes nuts: "WHAT DO YOU MEAN I HAVE TO RESTART!? RESTART! RESTART! THAT'S ALL YOU EVER SAY! WHY CAN'T YOU JUST FIX THIS ISSUE THEN I WOULDN'T HAVE TO RESTART ALL THE D&$N TIME!?" (caps because he's actually screaming this right outside the executive director's office) Me: "Look, I know you hate it but unfortunately until I can convince [my boss] to let me purchase new licenses to upgrade everyone or let me change everyone to server-side storage, there isn't another fix to this particular issue." Bob: "THAT'S JUST GREAT. WHAT THE F*$( DO YOU EVEN DO HERE, HUH!?" I cut him off: "Look, my job is to make sure that our infrastructure and user machines are working and to fix what I can when they aren't. My job is NOT to be screamed at and treated this way. Either you calm down and we can get you back up and running or I can leave now and come back when you're done acting like a child." Bob: "WHATEVER! JUST GO; YOU'RE USELESS ANYWAY! GET OUT OF HERE I'LL DO IT MYSELF!" So I left; the executive director had been standing in her doorway around the corner and heard the whole thing. She just looked at me in disbelief that Bob lost it at me like that but later pulled me into her office to make sure I was alright and apologize. I made it back to IT's section, told my boss exactly what happened (with the DBA listening in). Bob called down to my boss and she cut him off saying she backed my decision and agreed with me. Bob hung up angrily and then called the DBA to complain about me. DBA told him he was a moron and ripped into him about how he was handling everything. I was outside the DBA's office at my desk and heard Bob slam his phone from DBA's receiver. Bob "took a year off" after that and then quit before the year was up. Edit: right, so a number of you have pointed out that I've been working in a Mac-only environment for way too long (last 3 years). Y'all are right that 2011 was Mac's version and I misremembered the version (we've all had those moments or will haha). Must have been 2010 because my boss didn't anything later. Also, some people have said support was subpar because task manager and powershell should have been used to close the process: i thought (late at night) that I'd explained the issue; the problem was that the pst file size would, for some reason, cause the process to lock and neither task manager not powershell would actually kill the process itself (these were first checks when the users would try to reopen Outlook only to get an endless "loading" or whatever the big Outlook-Yellow box said) EDIT2: Thank you to everyone mentioning losing work for reminding me (it was 6 years ago and.... oh boy do I have other stories)- This particular incident was about 9:30-10 AM? I only remember that because the executive director had only just walked in as I was walking into the department. [link] [comments]  |
| When someone blatantly lies to you Posted: 29 Aug 2019 06:55 AM PDT In my previous posts I talked about working as Tech support for an ISP. But a couple of months ago I got a job at a service desk for government works. Overall much better job. Like waaaay better. But every now and then I still get some interesting calls. I talked to a user and informed her that since we had tried everything we could try over the phone, I needed to send an on site technician. Now this sounded all kinds of weird to me. First of all, the only computer message we use is "Welcome to [company] service desk. If you errand is about [stuff] Press 1... etc." Our SLA for the month of August, is 97,3%. The only queue we had was one day when all the schools started again and every single teacher needed a new password. But that was one day. And the queues were at most 5 minutes. Before that day, since all schools were out (and schools are most of our business), we easily had 20 - 30 minute waits between calls. We had waits so long my coworkers and I brought Switches to play smash against each other between calls. So to claim that "every time she calls she has to wait" is just impossible. I asked the user if she had to wait in a queue for this call. I mean honestly. Why would anyone think a lie like that would work? Doesn't she realize that we, if anyone, are aware of the queue status? We get briefed each week about our SLA. And the numbers are clearly displayed on a white board when we get to the office. I have enough time between two calls to write everything above this paragraph. I heard a bunch obvious lies and excuses when I worked for an ISP. But this was the first time someone tried to lie to me about something I don't even need to lookup to see if it was false. I just knew it was complete bull right away. This was just stupid. [link] [comments]  |
| The Short Tale of the Disappearing Emails Posted: 30 Aug 2019 02:01 AM PDT Another day as a tech support. We have had some newbies coming in for level 1 for a few weeks now. One ticket came in as stated below.
Upon checking the ticket, ticket has been touched by numerous agents from different teams before landing in my bin. Complaint ticket has been made since it has breached our SLA. User was really unhappy. (sigh, here we go again) $Me : Hi $User, I'm calling in regards of your ticket Tix123456. For the missing emails issue, if you have a moment right now, may I remote in and take a look and find the emails. $User : Hi there, finally. Hopefully you can try better than the rest before you. Look, I don't want my profile to be recreated anymore. Last time the guy did it, it took me hours just to get my whole mailbox back. And just so you know, they already reinstalled my Outlook a few times. All of that didn't work. All of that just wasted hours of my time. $Me : I understand and I will try my best not to repeat the same steps as before. Please save and close down all important documents before I remote in. $User : Yeah yeah, go on. Just to be clear, the missing emails are not only from a specific sender. It's like it has a mind of it's own. I can confirm that the emails missing, one of them is regarding a party we're about to throw for our mate's birthday. The other one, its about working forms.
$Me : Can you show me some examples of an email that you are sure it's missing. You can ask your colleague to forward it to you but you will need to rename the subject.
$User : Hey, how many emails do you want? My colleague already sent one, and I don't see it still in the inbox. $Me : 3 should be sufficient. Please change the subject of the email. $User : But she did. Don't you think we already tried this multiple times? The same missing emails will never show up. $Me : Okay. Please ask your colleague to put "Test" as the subject.
$Me : Great, now do the same with 2 more different emails.
$User : You know those are private. You shouldn't be reading those. $Me : Im just trying to understand the situation.
$Me : Seems like you have a rule running that is too generic here. Please avoid having a rule that only contain 2 words.
$Me : All the missing emails you can find it in the IT Stuff folder. I will remove this rule for now. I will also be closing this ticket. Have a nice day. Meh, I've dealt worse. [link] [comments]  |
| You need to come in, we have a huuuuge problem (and that was only the beginning) Posted: 29 Aug 2019 09:14 AM PDT English is not my native language, so please excuse any strange wording or typos you might encounter. A bit of background information beforehand: Back in the 1990s - the dinosaurs here will remember the days, when everything was so much simpler... - I had a nice job with a branch of a big banking / real estate company in Hamburg (Germany), 70km from where I studied at university. Basically, I was required to come in one afternoon a week to take care of any problems the users (all 20 of them) might have encountered in the meantime, check the backup tapes etc. - and most of the time there was really nothing difficult to do. As they didn't do any cash transactions or the "usual" banking stuff but only long term investment and real estate deals, transactions were usually not time critical but involved huge numbers (want to guess what successfully marketing 12 whole office floors within the then-new Sony Center at Berlin Potsdamer Platz, real prime location in the German capital, netted the company and the managers involved?) What made this job special were three advantages I never encountered again anywhere else.
All in all, people there were strange, friendly, earned ridiculous amounts of money, and usually we got along splendidly. But there are some tales that are too good not to tell... The Cast:
Remember, it's the 90s, so internet, e-mail etc. were rather basic compared to today and vaguely frightening to the older colleagues. It was a Saturday, which is not considered to be a normal working day in Germany, so nearly all shops were closed (back then, retail shops were usually open only before noon on Saturdays, not at all on Sundays). Enter SR, calling me at home from his mobile phone (btw, hugely expensive back then, like $1,50/minute) to tell me he needed support, pronto, because obviously I had not fixed his problem the week before and he needed to prepare a slideshow for an investors' meeting that very evening. I racked my brain about any unfinished business, but couldn't remember any critical issues or any issues at all related to SR's computer... As I presumed it was more of a layer 8 issue - he was good at selling, but not at dealing with technology - I tried to get more information than just "my computer won't start", until finally he admitted he had moved the computer around in his office and as the cable wasn't long enough from the new location he had exchanged the network port for the similar looking telephone port (both RJ45, but one ways hooked up to the data switch and the other one to the telephone system) and vice versa, which nicely explained the conversation we had using his mobile phone, running up a decent bill... and when asked to undo his changes, he flat out refused to do it because he was not (in his words) "a janitor", and no, he needed his normal computer to do the work, using another one was absolutely impossible. He had had that situation since the previous Monday but hat worked externally for a few days without telling anybody about his problem - and a problem we don't know about, we can't fix, which would have been really easy. So he wanted me to come in extra, which was not covered in my contract, and told me he would square it with BM. Knowing SR, his promises are only worth anything as long as he needs you, I insisted on getting authorization from BM who was not amused at all to be called away from whatever he was doing that day to authorize overtime. A short description of the situation was needed, BM was seething and muttered something about deducting the additional expense from SR's bonus (so it wouldn't cost him or the company a penny) - and since we didn't have anything in the contract, he went full hog and authorized me coming into work by taxi ($200 each way), quadruple overtime (yay!) and, if I needed more than 3 hours to fix the problem, a full meal in the really excellent restaurant next door and, if more than six hours, overnight hotel accommodation nearby. I didn't feel particularly exploited that day... Arriving at the office was a bit anti-climactic at first - I expected SR to be frantic because of the approaching deadline, but this genius had finally understood what a "network" means, so he had been working on another person's computer all the time, and was nearly done preparing his slides, even apologized for being rude on the phone in the first place. "Repairing" his computer took me only a short trip to the server room to grab a slightly longer cable... but then the problems really began. Back then, slides were slides, as in physical slides, not powerpoint etc. - and for a presentation, we were able to transfer data directly from the computer to 35mm film using a special (and really expensive) film recorder with a breathtaking resolution of IIRC 640x480. First off, he hadn't announced his intention to create slides to anybody, so the stocks of film were basically empty and (Saturday afternoon in Germany...) he wasn't able to get any from the photo store he usually went to. Being more open-minded, I suggested getting some from one of the kiosks catering to tourists nearby, as they sold film as well... it never occurred to him that you could get it there as well. But... even with film, where would he get that film developed without any businesses being open? The normal "1 hour rush job photo" labs were closed... SR started to get nervous to the point of screaming incoherently at the wall... until it occurred to him that in the red light district (Hamburg's famous Reeperbahn and St. Pauli), there are photo artists who will not trust their photographs to be handled by a commercial lab, so they certainly will develop their own films and might be persuaded somehow to do it for us as well. How he came across that particular bit of knowledge...? We'll never know. Imagine 20y/o me, the prototypical nerd, a big wad of cash in hand, first of all going to the red light district, which I only knew by reputation and some of those "look but don't touch" trips teenagers do with their friends to prove their masculinity (ha ha), asking around for "photographers" (apparently the ladies of the night thought I wanted to be photographed in the act and started quoting prices for their services)... finally finding one guy agreeing to develop the film and create the slides... and coming back with receipts stating e.g. "taxi from <branch location> to <most notorious strip club at the time>") and "sex pictures - express service" - this being Germany, you have to have proper receipts to be reimbursed, and I presume even prostitutes wouldn't bat an eyelid being asked to give a receipt for services rendered. We got ripped off, paying more than 100DM (US$70) for developing that film... but in an emergency... In the end, we did it, finished everything in time for the presentation and even had a good laugh about it before SR went to do his presentation - no idea whether he sold anything that day. On that one day, I earned more money than in a whole month otherwise, and got to learn a lot about life and the economy as such. A few weeks later, for some reason or other :) , SR and I had some explaining to do to some guy from headquarters about the "funny" receipts... took some months, but BM got it cleared up in the end. EDIT: removed three typos [link] [comments]  |
| Posted: 30 Aug 2019 02:01 AM PDT In 1998 I was seconded from my job as Oracle DBA to be BASIS (system) administrator for the SAP system that my company was implementing. To prepare me for my new Role I was sent on all of the relevant SAP courses and a Unix system administrator course. The company had a Unix 'guru' who had supported some of the systems that had been superseded by SAP. He helped me while I was bringing myself up to speed with my new responsibilities. One day the guru sent me a shell script to perform some housekeeping. It was meant to start in a directory and delete anything in that directory or the subdirectories which was over 30 days old. Simples. The bad news The problem was that the start directory, which existed in the DEV and QA systems, did not exist in the PRD system, which had multiple application servers and used shared filesystems. The script was unable to find its start point so started from root and searched for 'old' files in the whole tree. The script was being run by the root user so had sufficient privilege to delete anything it found. Perfect storm. The Unix kernel and the Oracle/SAP executables were all date stamped with their installation dates. Gone !! The good news This was when I found out how awesome Unix, Oracle and SAP were. The kernel and the Oracle/SAP executables were all loaded into RAM on startup and, under normal operating conditions, did not need to be reloaded from disk. Everything was running in memory, with data being read from and written to datafiles and logs which were in constant use and, consequentially, hadn't been touched by the script. The other good news was that we had several layers of redundancy in the system. The application had two central instance nodes. Both nodes contained the same kernel and full sets of executables. It took almost a week of long days but we were able to copy all of the deleted files from the standby node to the active node. Verifying that nothing had been missed was a real nightmare but Oracle/SAP never even blinked and no endusers were aware of how close we had been to disaster. Aftermath The Unix 'guru' was never allowed to touch our SAP servers again and I learned a valuable lesson for writing future scripts - check which directory you are in before issuing a command !! [link] [comments]  |
| Help desk turned insurance agent Posted: 30 Aug 2019 12:11 AM PDT I work for an MSP. Got a call from client number. I pick up to an elderly man on the verge of hysteria. He tells me that he would like to speak to $User immediately and he has an insurance claim number regarding an accident that happened earlier that day. watFinnaYeetThisToLvl2.exe "Sir I have no way of getting in contact with this person." Did quick lookup, no one by $User in AD Long story short, $User smashes car into mobile home while poor old man's wife is inside. Gives fake name and provides poor old man the help desk number to call. Felt bad for the dude and gave him the public number to the client. With much prodding, got guy to hang up. yay.exe 2 seconds later, get call from same client associated number. I knew it was him before I even picked up. He didn't let me get out "Thank you for calling..." "Hello I must speak with $User" "Sir, I just spoke with you, did you call the number I gave you." "No, I must speak with..." error 403 ERR_SOUL_NOT_FOUND "Sir I cannot help you, the best thing you can do is call that number I gave you, have a good day." Stay strong people. [link] [comments]  |
| CR/LF Will be the death of us all... Posted: 29 Aug 2019 01:23 PM PDT Major Panic! Shipping forms are printing all wrong but only on one order... Fingers being pointed, escalating up management food chain on all sides. PARTS MUST SHIP!!! I get asked to help. I log into the back end of the database and look at the order, nothing looks unusual. Run a quick query against the part number and copy and paste into Notepad++... That's funny, everything after the description is on the next line when I paste the data. Try this a few more times then it hits me. Quick internet search for EBCDIC (ASCII for IBM systems) values for carriage return and line feed. Sure enough this data has these characters at the end of the description. I call the application support person and we get a user on the line. Incredulous User: IU Me: ME ME: Hey can you go to the order entry screen for order xxx and go to line x? IU: Sure ME: OK do you see the description of the part? IU: yes ME: Type over it and hit enter IU: with what? ME: The same description IU: Why, its already there ME: Just do it please/. This will fix the printing issue. IU:..... ME: PLEASE!!!!!! IU: OK done ME:(runs quick query) No really, just type over the description and hit update IU: I did ME:(Controllling temper) Then please just do it again. IU: (Typing commences)... OK done ME: (runs query) Great I see it now, reprint your packing slips and let me know if they are correct now. IU:... (backgournd noise) wow, they are ok now, how did you fix it? ME: ... OK Thanks for your help! Someone copied and pasted the description either from Excel or some other open document and accidentally got a CR/LF in the data which the printer being a printer dutifully went to the next line and screwed up the shipping forms. Reported this to boss, ran some more queries and found a few more which we had users fix. Preprinted forms can bite you! [link] [comments]  |
| Can't call when the phones are down, and that's my fault, is it? Posted: 29 Aug 2019 06:38 PM PDT About 8 years ago, I was doing IT Support for a Japanese car manufacturer in the UK. One day, the computerised phone system broke; it was an external issue, so there was nothing we could do. So we updated the companies intranet page to say don't bother calling, it'll just ring and not connect. For three glorious hours, not one single call; I cleared out my backlog, dealt with a few emails, and generally had a chilled afternoon. Sadly, all good things must come to an end. The first call I took went like this. Caller huffing and puffing: What's going on, I've been trying to get through for the last two hours! Trying to get ahead of his anger and diffuse it Me: Our phone system has been down, did you not see the alert on the intranet page? C: Er, yes, but I didn't think you were part of <company>! WTF, so why else would it just ring for two hours M: You didn't think that the <company> IT Service Desk was part of <company>? C: Yes! OK, that's your story and you're sticking to it, I suppose. Let's wrap this up and get to the issue you're actually calling about M: OK, well for future reference, the <company> IT Service Desk is part of <company>. We're located in the <company> head office building. C paused for a bit, then took on a combative tone. C: Yeah, well why didn't you update the phone system?! Can we not just move past this? M: Pardon? C: You know! Update the phones to say they're not working! OK dipshit, let's play this game M: Oh, you mean add a recorded message? C: Yes! M: On the phones? C: Yes! M: To say that the phone system was down? C: YES! M: We couldn't do that. C: Why not?! M: Because the phone system was down! <Click> M: Bye then. [link] [comments]  |
| Posted: 29 Aug 2019 09:14 PM PDT Work at an MSP and had a user complain that their monitors weren't working. Note this user waits a few hours before coming to IT and reporting an issue and always complains about the IT department. Me: Me U: User U: My monitors haven't been working for a few hours now and I NEED them working. I haven't done any work since I got in and this can't happen any longer. Me: Uh, okay. I walk over to the users workstation and did basic troubleshooting. Unplug the docking station, plug it back it. No change. Notice that both lights to the monitors were off, so I press the power button and both monitors start working immediately. Me: All set. Your monitors were turned off... U: I swear I had tried that before I called you over. Anyways, thanks I guess. [link] [comments]  |
| Either a mind-reader or quick fingers Posted: 30 Aug 2019 12:55 AM PDT I'm currently working as a customer/tech support for a forex broker. I've worked with other companies before for phones, debit cards and home renovation financing but this is the first time that I handled chat. I accepted an incoming chat about a user that could not login and would like to know some information about forex trading. * User: Hi, I could not login. Can you help me out? Me: Sure, may I have your username and email? User: It's ************ and ********* Me: Are you having trouble with the password? (I know it was the password since we can see it if he has a failed login attempt) User: I guess so, I forgot my password. Me: I'm sending you a password reset link, this will allow you to create a new password. (I refrain from asking users to click the forgot password on the website since most users doesn't seem to read, probably they are just lazy.) * The user was able to reset and password and managed to login. Afterwards he/she started to ask some forex related inquiries. What surprised him/her was how fast I replied to each of his/her questions. Little did he/she know was I can see the things that he/she was typing before sending his/her question. There was even a time when I already sent him/her an answer before him/her sending his/her question. * User: You know ***** It's either you can read my mind or you type very fast. Anyway, thanks for your help. * I'm still enjoying my job, maybe because the work is light and we don't usually have angry clients that would blame us for even breathing. Thanks for your time, I'm going to sleep and it's my off tomorrow. Enjoy your weekend. [link] [comments]  |
| I don't do audio drivers, I'm a trumpet player. Posted: 29 Aug 2019 04:13 PM PDT Hey y'all, I have one that just happened a in the past hour and was convinced to share, especially since I lurk here so much. So I walk into an instrument store that my brother is already in, and he's in the middle of a conversation with one of the two people working. I walk up to them and hear the worker "... And after we installed the Windows critical update, a lot of programs were deleted and even though we've recovered from that we can't get any sound playing." Windows 10, am I right fellow computer people? Knowing it's a quick fix probably, I say that it's probably a driver issue and offer to check it out after I drop my brother off at his class up at the local community college. Dude say's that'd be great and true to my work, twenty minutes later I'm walking in and offering to help since the guitar tech tried installing a Realtek Audio driver but had to go. That doesn't work after the restart, so I offer to take a look. That computer uses something other than Realtek, but trying to update the driver comes up with an error about the device not working. Windows 10, am I right fellow computer people? So anyways, after a google search and forum post leading to the new drivers, the shop owner and employee both come up and ask how everything's coming along. I let them know that it's a restart away and hopefully would be good, likely just a driver issue. The owner shrugs as the employee looks at me and him and says the best thing I've heard in a tech call in a while" "Well, I wouldn't have guessed that. I don't do audio drivers, I'm a trumpet player" Had them enter the pin to get into the computer after restart and did a quick test it was back to normal. Quick gig and super simple so I said it's a freebie and gave them my card for future issues they may have. Thanks for taking the time to read, have a good one everybody. [link] [comments]  |
| Posted: 29 Aug 2019 04:54 AM PDT A few years back I was working as a field technician for a company that used to mainly advertise on late night tv. Was expensive as hell but most of the people did not want to lug their PC to a shop and were happy to pay what we charged. This one was unforgettable. I got a ticket where the guy wanted same day support. Ticket said PC not responsive. Attended site. Suspected critical windows files and folders must have been deleted. Nothing could be done, startup repair, system restore nothing worked. Only option was to do a fresh install. The guy agreed to it but asked if I could get his apps back. Replied yeah shouldn't be a problem. While installing windows the guy (who's in his 40's) tells me his library has recently started giving free computer lessons. He always wanted to learn how to use a computer. Bought a second hand laptop and started taking the classes. Tells me of all the various things he's learnt. Pretty basic stuff, e.g. "we learned how to add a photo on a word document". Windows finished installing. Started asking him all the apps he needed. Had to do a lot of detective work in finding the invoices/serial numbers/activation codes for his Antivirus software and MS Office. I ask if there's anything else? He says I should install his email as well. Ask if he was using outlook? He points to Google Chrome as what he was using. Ask his email address which is a Gmail account. Tell him he can just log in normally and there is no need to install anything. He wants me to show him. Open Gmail. Entered his email and ask him to enter the password. He says he can't remember it. I try resetting his password and google wants to sent the password recovery email to his phone as a text or as a link to his recovery email (iirc, not sure what it wanted to text to the linked number. Only remember a phone was linked to it). Problem is he does not have another email. The phone linked is not his. Ask him what he wants me to do. Tells me he really needs his email. Advise him we are charging by the hour and he says that is fine and he's happy to pay. But I need to get his emails. I then tried impersonating him to speak with google as he said he wouldn't know what to say. Didn't go anywhere. He then gives me a password book. Couldn't find anything useful. Found an option on google where if you give it the exact day the account was made it would potentially give you access to the account. He had no idea when the account was created. Ask him who made the account? Tells me does not remember. Some bloke who fixed his computer a few years back. Ask if he still has his number. He gets his diary and gives me a few numbers. I call them 1 by 1 explaining the situation and asking if the email address starting with as**** was theirs as it is set up as a recovery email for the guy I am working for. Finally get a hit on the 3rd guy. He forwards me the password reset email. I am ecstatic. Finally got somewhere. I reset his password and log on to his email account and my smile turns into a frown. All his emails are missing. I start thinking wtf am I gonna tell him now. Wasted 1 hour for this. The only email I can see is the Welcome to Gmail from 3 years ago. Ask him if he knows how many emails he had and if he would know why they are missing. Tells me that's the only email he's ever had and nothing's missing. [link] [comments]  |
| That can't be the solution, it doesn't involve *you* just fixing it magically Posted: 29 Aug 2019 07:19 AM PDT Today I had a disgruntled customer call in regarding a ticket we had escalated up to our level 2 department. Within the day the level 2 technician responded with a well-thought-out response filled with edited screenshots with highlighted points of interest, explanations on several likely causes of the problem, and finally information on who would most likely be able to help them with this issue. The customer emailed them back with an email two sentences long that more or less said, "No, that can't be it." and then waited for all of 18 minutes to call into me and get in touch with the agent in question. Of course, the agent in question responded at something like 6pm the previous night, so of course, he's a second shifter and is unlikely to be in at 8am. So I did my best to read and explain the issue to the customer, interpreting it to the best of my ability, explaining why their current settings might cause the issue, and who they needed to reach out to. Granted my understanding wasn't 100%. Especially when it came to explaining why a secondary, third party system might be the cause—sure the input and error are on our system, but the other system is the messenger that carries the input to its destination. In the end, the customer got frustrated with me literally just re-reading the email and trying to walk him through the information he had already dismissed out of hand and demanded I reach out to the level 2 agent so he could speak to him. I sighed internally and pulled up Slack, found the agent's offline profile, and sent the following private message:
I sighed internally once more and finished off the last of my coffee realizing I was going to be spending another half-hour sitting here re-reading a ticket off to him and convincing him it was the solution before I set in motion the inevitable re-escalation, de-escalation, ticket/phone call cycle I was about to perpetuate that had been going on with this second ticket for two weeks. Some people just want you to tell them what they want to hear; to hell with due process and technical expertise. It's not the solution they want; God forbid they have to lift a god damn finger themselves to correct it. [link] [comments]  |
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