user !It's not working!" me "thats because it's a picture" Tech Support |
- user !It's not working!" me "thats because it's a picture"
- "You have the wrong email" "No I don't think so"
- Looking back... Good Luck and when in doubt PowerCycle.
| user !It's not working!" me "thats because it's a picture" Posted: 01 Aug 2020 03:12 PM PDT I've been following this sub for a bit now and love the stories. I've been meaning to tell this story but i kept forgetting about it until just now, apologies for any bad formatting english is my first language. So where I work ,we are an IT company, which for privacy I'll call Companyname, which runs software which I'll call Usersoftware (not the most creative apologies) for bars and restauraunts PC's, which can be stressful at times, because you could spend 10 minuets trying to tell a 60 year old bar manager how to locate the PC tower itself to turn it off instead of just turning off the screen. Most of the managers will just call "Usersoftware" the "Companyname" instead of what it is actually called, not the biggest pain but can be confusing some times I got a call and it was a restauraunt which had 2 PC's a NUC PC which we have access to which runs all the software, services and everything important, and a PC for the user, so they can do everything they want to. The manager calls up and the following conversation ensures Manager - "Hi, I'm getting an error on "Company name" " Me "Okay, what exactly, is happening" Manager - "It shows database error when i click on "Companyname" Me - "Alright give me 5 minuets" After restarting it I asked Me - "Okay try it now" Straight away the guy goes "Nah mate, didn't work" He was a bit too quick to respond since Usersoftware takes a bit longer to load up, and the user has to login for it to display. I jump onto his PC, and say Me - "Right show me what happens when you login to Usersoftware" The manager then Clicks on a picture titled "Companyname" which is a screenshot of the database error. After looking through his PC I see "Usersoftware" at the bottom of his screen, clicking on it opens it up Me - "want to try and login again for me?" Manager, logs in with no issue - "Ah you're a star, what was the problem" Me - "You were opening up a screenshot of the error message rather than the software itself. Silence on the line as the manager realises what he's done. Manager - "Right. Well then. Thanks" TL;DR User gets an error when trying to open up the software, turns out he was opening up a screenshot of an error message rather than the software itself. [link] [comments]  |
| "You have the wrong email" "No I don't think so" Posted: 01 Aug 2020 03:54 PM PDT I do phone support for a big tech company. On most days we deal with people who forget their passwords, lose their recovery emails and phone number and almost beg us to give them their account back with a snap. This one was more of the same but their stubbornness really broke me. Cast: Me and CT (customer) Setting: morning and afternoon of a single day Me: Hello, you're calling (company), how can we help today? CT: Yeah so I'm trying to sign in but it keeps telling my account doesn't exist but I KNOW I HAD THIS ACCOUNT. Me: Ok, no problem, what is the email? CT gives (wrong) email; it doesn't give any results Me: Thank you, but I can't seem to be able to find it either. Are you sure you have the correct email? Can I have your name or phone number? CT gives their name & number and I get a hit, the correct email would be their full name Me: Ok so since we can't find that email you're providing me, is there a chance maybe the email is your full name or a nickname? CT: No, I am absolutely sure this is my email, it shows up here (the system only shows the first letter of the email). repeat this dialogue ad nauseum for 20 min, but I managed to convince them to check a few official sources and use a tool to find the correct email if they they need an extra confirmation, and to call back if there was still an issue afterwards The rest of the day goes uneventful until 5 minutes to the end of my shift when I get a call that sounds eerily familiar. Me: Hello, you're speaking with (company), how can we help today? CT: Yeah, so I called this morning about my account and I can't seem to log in, it keep saying it doesn't exist. Vietnam flashbacks, oh no could it be?... Me: Oh-kay... And what is this email then? CT gives the SAME email, the wrong one; IT CAN'T BE, THIS ISN'T HAPPENING Me: already imagining the time I'll waste with them again Alright, so I can't seem to find it in the system yet, I think I'll need to talk to one of our senior technicians to see if they can find any problems. At this point I lost it, I couldn't believe my luck. How the stars had aligned to put this... being on my line. Someone who trusted the company so much to place their data on our hands, but not enough to listen when we tell them they have the wrong email. Every bit of patience I had, left my body. I couldn't yell at them so I called the senior desk, defeated and broken, by a stubborn customer. My colleague noticed my distress and gracefully accepted to deal with their problem and I just logged out for the day... I know this isn't the usual amazing story of triumph over ignorant customers but it is still a tale from tech support. (and man it hurt my soul honestly) [link] [comments]  |
| Looking back... Good Luck and when in doubt PowerCycle. Posted: 31 Jul 2020 01:50 PM PDT Today is my last day working as a L1 tech at a DSL ISP. It's bitter sweet too look back at the frustrating and head banging moments of the job, like the old people who can't type in a WiFi PW to save their life or the young people who get mad when they can't stream with 20 devices connected on 6mb. The funny ones like an email called moltresfacesitson(gamer tag)@emailaccount.com to pass phrases like 42069 or "Make my WiFi PW BigBlaZr420" and the sad ones, like the guy who set up his unemployment email to go to a nonexistent domain on accident. I'm gonna miss the grind. Anyway, thanks for all the giggles while I wait for calls to roll in and the good stories of why we do it. Here's my favorite I had. Involves an Grandma and myself, dig_dugg3r. GMA: I HAVE BEEN A CUSTOMER FOR XX YEARS AND I HAVE NEVER HAD A PROBLEM UNTIL NOW! UR EMAIL SUCKS AND IS BROKEN. FIX IT. Me: I am sorry about that let me pull up the account. We go through the verification, everything's looking good, I finally get to ask the infamous. Me: So what exactly is going on (while the system loads up. GMA: MY EMAIL ISNT WORKING. FIX ITTTT!!! Me: Alright! We can knock this out and get it working again. I check the connection all looks good, so we set up a remote connection. We get in. I see she has the default YOU GOT WREKT screen about resetting the account. We change out her email, and she's incredibly mad throwing everything at me and all the "You people don't care about us customers" and the "No, idiot", "Well y'all provide internet so your the reason my account isn't secure!". Finally I get her logged in on the remote session and she has 13 total emails, and only three unopened and she grabs the mouse and starts a clickin away, complaining about it loading. The email finally loads and it's a whole bunch of photos of a woman and her new baby just given birth, and she starts sobbing and apologizing and I'm a little like what is going on. GMA: Since Covid, I haven't been able to see my first grand daughter, because I live far away and don't know how to work technology and if I leave I could get the baby sick or get sick. This is the only way I get to see her grow up until this is over. So I got to enjoy the baby pictures as I closed the ticket up. She was so happy. Anyway, thanks for it all, will keep lurking. Good luck with the screamers, because every now and then you really help someone. [link] [comments]  |
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