Subject: EMAIL ISN'T WORKING!!!!!! Tech Support |
- Subject: EMAIL ISN'T WORKING!!!!!!
- “Could we please have a shorter user name?”
- Just do your job properly and fix it like you're meant to.
- My printer isn't working!!!
- It's Not Windows 10 that's the issue
- That guy is a real jerk!!!!
- Did I Stutter
- "Group chats aren't working" - My sister, circa the past month to now.
- Fields are marked key-sensitive
| Subject: EMAIL ISN'T WORKING!!!!!! Posted: 27 Aug 2019 12:49 PM PDT
EDIT: To the mysterious gold benefactor, thank you for giving this plebe a chance to experience the elusive r/lounge. [link] [comments]  |
| “Could we please have a shorter user name?” Posted: 28 Aug 2019 01:13 AM PDT Working through tickets today, get one from a client I reset an email password for yesterday: "Could you please provide us our SMTP server address as we need to add into [booking management software] to receive and send email." Easy enough, resent same links to knowledgebase from the previous day, carry on working when: "Could we please have a shorter User Name for our email because the old one is to long to fit in our [booking management software] if you could get back to us that would be great as our system require this to work". Wait... what? Turns out they upgraded this software and the new version has a 16 character limit for SMTP username. Because our mail server requires full address as the username it was exceeding that. Luckily I was able to alias a shorter account name to the same mailbox. I'm glad I'm not the guy supporting that software... [link] [comments]  |
| Just do your job properly and fix it like you're meant to. Posted: 27 Aug 2019 03:13 PM PDT This story takes place in a mobile phone repair centre in the time shortly after the client in question was leaving us and taking their business elsewhere. As you'd expect there was a lot of upheaval. Friends and colleagues were being made redundant, temps were being let go of and generally it was not a fun time because of this. At the time, I worked in a senior role in 'no fault found' team. We'd deal with the customers where there was a simple enough troubleshooting fix for the complaint, but the clients retail store hadn't been able to fix the issue. And so it begins... reported fault STORE MANAGER ESCALATION!!! CUSTOMERS PHONE STILL HAS POOR BATTERY LIFE EVEN AFTER THE LAST "REPAIR". PLEASE JUST DO YOUR JOBS PROPELY THIS TIME AND FIX THE ISSUE LIKE YOU'RE MEANT TO! CUSTOMER VERY UNHAPPY. I took a look at the notes on the previous job. reported fault of poor battery life verified. Cause of issue is [specific 3rd party app]. Removing app has resolved the issue. Attempted to contact customer, no answer so. Left voicemail advising to not reinstall this app as it will reintroduce the problem. My blood was boiling. Not only has the store manager accused my team of not doing their job when we did everything correctly, but in fact it was him and his team not doing their job correctly. This brings me onto phase one... me: hi, I'm calling about the phone you've sent for repair. customer: oh yeah! The one you didn't fix last time! me: about that... Its this specific app you've installed causing the issue. When you get it back, don't reinstall that and it'll be fine. customer: Well why didn't you tell me this last time instead of wasting my time? me: we tried to call but didn't get through so left a message, however the store have all the relevant troubleshooting guides to have fixed this within a few minutes of you walking into the shop, so really they could've sorted this in 5 minutes without you needing to send it off to us at all. We also left them some notes on the last job explaining what I've just told you. Did they go through any of that with you? customer: no, they just booked it in straight away both times. The customer did a complete 180 from being mad at my team to being furious at the store, and I'd made it clear that the store had all the resources there to sort this issue out, but for whatever reason, hadn't. The customer was very keen to discuss this in person with the store manager... Phase one complete, onto phase two. me: hi, I'm calling from your repair centre. Can I please speak to the store manager in relation to this job? store manager: ahh yeah, you guys didn't fix this customers problem the first time round so its back with you again. The customer is NOT happy. Have you got it working again now? me: I'm actually calling with regard to your notes claiming that we need to do our jobs properly. store manager: Well, yeah... It was still faulty after you sent it back. me: No. The customer reinstalled an app that we identified first time round to be causing the problem. You didn't follow the troubleshooting guide on this, and the previous repair. You could've fixed this issue yourselves. You also didn't read my teams notes from the last repair which again could've resolved this customers issue. store manager: ahh right OK. Well hopefully the customer will be alrig- me: and I'd just like to point out, as you're aware, you're repair work is going else where, however despite this we're still providing you with fantastic service. What you're accusing us of in you're notes is incorrect and offensive to the technicians who've worked on your repairs with the same effort as always despite the threat of redundancies hanging over them. Everyone here has done their jobs correctly and the phone is on its way back. When it's returned, please do your job properly this time, OK? store manager: Well, er... Yeah ok, sorry about that. Just this customer was really mad. Hopefully he'll be OK when he comes to collect the phone and I'll tell him what he needs to do. me: don't worry, I've already told him what to do. He mentioned he has a few questions for you when he comes to collect the phone... [link] [comments]  |
| Posted: 27 Aug 2019 07:39 PM PDT A shout out to u/unhappy_computer for sharing earlier, it got me thinking about my issue today. Background: Only IT guy at my dealership, among other job titles. Our finance department still uses dot matrix printers to print the contract and other forms. The system uses an emulator provided by a 3rd party, (cox automotive) to print to them. Finance Mgr: "I am in the middle of a deal and the printer will not work!! ME: (it had been a long day)" Have you tried turning it off and on again?" Finance Mgr: "I don't know where the power button is, it isn't my job to know, I have customers come fix it!!!" So I go down there, a husband and wife are sitting in the office and the Finance manager is no where to be found. Customers said he went to go smoke. Awesome customer service right there. I get on his computer and pull up the emulator, he has not even logged into it. As I learned the hard way months before, no one is allowed to set their own passwords, I set them. So I log in and proceed to print out a few documents and everything is fine. He comes in, " About time you fixed it!" I ignore him and speak directly to the customers, "My apologies for the delay, Mr Finance Manager forgot to login to the system properly. Please do not think of us badly on this." I walk out. [link] [comments]  |
| It's Not Windows 10 that's the issue Posted: 27 Aug 2019 06:02 PM PDT Company is in the process of replacing older computers with new ones, so they are going from Windows 7 to 10. This is a short take from a call from someone who got a new Windows 10 computer. I needed to get her IP address so I could remote in, so was having her open the command prompt $Me: Okay, so I just need you to click on the Start menu and type in "cm.. $Customer: Hold on, I just got this computer and not sure where the start menu is. God I hate Windows 10, I can never find anything. Correct me if I'm wrong, but while the design of the start menu has changed, the position of it hasn't since Windows 95 (unless you count the disaster that was Windows 8.0). You can't blame Windows 10 for not knowing where the it is. [link] [comments]  |
| Posted: 27 Aug 2019 08:30 AM PDT Little bit of context, I work for an internal IT department. Most of (we try for all) our helpdesk ticket come in via the helpdesk ticketing system. We always try to respond via email (so there is a record) to fix the issues. When we can't we'll remote in or in the local cases go up to the physical device. And here begins our story... I got a helpdesk ticket that came in (don't even remember what for) and was emailing back and forth with the user to get it resolved. I kept asking him to do a task and he kept saying it was done but it hadn't fixed the problem (obviously he was doing it incorrectly or not doing it at all...shocker I know). I was starting to get a bit short with the user because it was a simple task and he just wasn't getting it. I said fine, I'm going to send "Bob" up (not real name). "Bob" was busy so I ended up going up there instead. I went to the users computer and said "Hi, I'm from IT" and he explained the problem. I did the few simple clicks to fix his problem and he was happy. He then said "I'm glad you didn't send Smohk1 up here...that guy is a real jerk!" I started laughing and his supervisor leaned over and told him who I was. Dude turned the best shade of red I've seen in a while. Even better, I got a great survey out of it! [link] [comments]  |
| Posted: 27 Aug 2019 06:44 AM PDT A long time ago in a land far, far away, your humble narrator served the University as supervisor of the Tier 1 HelpDesk. From my tiny office crammed with myself and as many as three student employees we answered the call to action from confused and anxious students, faculty, staff, and guests who were experiencing problems with technology on site. Cast: Background: What Went Down: TL/DR: Professor is rude to the people trying to help him and develops a bad reputation among same. [link] [comments]  |
| "Group chats aren't working" - My sister, circa the past month to now. Posted: 27 Aug 2019 07:13 AM PDT For the past month my sister has been complaining that her group chats with at least one person with an Android aren't working, but it hasn't been too much of an issue as only one of her friends have an Android so she texts them separately. Today our dad asked us both to watch the puppy in a group chat, and as I have the only android in out household (a choice of my own, I prefer them) she doesn't get the text message. I then realized she's still having the same problem and decide to try and fix it. I look up "MMS messaging broken on iPhone" the first post I decide to look at was for the xr, but how different can they be in terms of software. I read it and try them when she lets me. The first one I remember doesn't work, so I actually open the article and start from step one — turn on cellular data if it isn't already. I figured I'd check, and sure enough, for the past month, cellular data was off. I turn it on and whoosh - group message, voicemail, missed call, etc. I asked her how she's been doing stuff on her phone out of the house and found out it was optimum wifi hotspots, which I don't get because before I had an actual phone they were crap. No wonder she's had so little data usage this month. [link] [comments]  |
| Fields are marked key-sensitive Posted: 27 Aug 2019 07:52 AM PDT Hello, first post on this sub and it's a fresh one right from the desk Me = $m | caller = $c $m: thank you for calling the help desk, how may I help you? $c: hello, I need my password reset for the trial website $m: No issue, let me sign in and locate you. Can you verify the username you're typing? $c says her username and confirms email. $m: alrighty so I set your temp password as Password1. $c: okay so its telling me it is invalid $m: alrighty, hmm I'll send over the link to make sure you're signing into the correct site and I'll reset it again to make sure I typed it correctly. $c: I'm still getting invalid when I try to sign in with the second password $m: okay, I'm going to have to escalate this up to the user support group, I just need to get some more information. $c: okay, one quick question though. Are the fields here key-sensitive? Like do I have to the capital letters in for it to work. Now some silence here $m: Yes Ma'am, you'll have to capitalize the the letters that call for it to work.. $c: oh, well I must've had a capital letter in my username as it's working now! $m: glad to hear, thanks for calling the help desk and have a great day. We've already verified that together that her username is all lowercase, her saying that just made me laugh a bit. Hope you all enjoyed this a much as I did on the call. [link] [comments]  |
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