Customer asks us to bypass password for device they cant prove is theirs Tech Support |
- Customer asks us to bypass password for device they cant prove is theirs
- Some days, I wonder how people manage to tie their own shoe laces.
- You're lucky I've worked here for 5 years
| Customer asks us to bypass password for device they cant prove is theirs Posted: 02 Sep 2020 06:15 PM PDT Customer: comes in saying their password isnt working anymore after a restore and they need help getting in Customer: but you just saw me type in my password, its my computer! Me: yes ma'am I did but that's not proof of ownership, i need an invoice that the computer was sold to you. Customer: well i got it from a pawn shop two years ago. Me: then I need an invoice that they sold this computer to you Customer: isn't there something you can do? Me: i can reset the device but that wipes everything on it. Customer: but you just said you can bypass the password! I need this for my business! I do graphic design Me: yes, I can, with proof of ownership. Me: (internally, not vocaly) you aint doing no graphic design on that 15 year old vista built computer Customer: Alright, fine ill go get proof of ownership, this is bad customer service but ill go get it. *next day* Customer: *brings in laptop again* Customer: okay so im here to get my computer reset Me: okay, so that runs 50$ and... Customer: but I just want to try my password a few more times Me: okay, let me know when you're ready Customer: and you cant bypass the password. Me: not without proof of ownership Customer: but i have my proof of ownership Me: okay may I see it? Customer: yeah but why wereyou going to reset it instead of bypass it? Me: because i didnt have proof of ownership. Customer: but i have it! Me: okay, may I see it? Customer yeah i have it in my purse here. Me: okay *waits* *Customer stares at me* Me: may i see the proof of ownership? Customer *reluctantly but forcefully pulls out recipt at pawn shop* Me: *sees recipt only has date, transaction number, ammount, and the name of the cashier, but nothing in regards to what was sold or if it was a product or a service* Me: this is not proof of ownership ಠ_ಠCustomer: yes it is, its right there! You can see it, you can call them! Me: maam, okay I can cal- Customer: you know what nevermind, im just gonna call corporate. Im fairly certian this computer did not belong to the customer nor were they doing graphic design on a computer built during the vista era, running windows 7. [link] [comments]  |
| Some days, I wonder how people manage to tie their own shoe laces. Posted: 03 Sep 2020 02:34 AM PDT This just happened.. Client : "Hey Rizla, admin lady is having mail problems. Mind if I give her your mobile number?" Me : "Go ahead" 10 minutes pass. I get a call. Me : "Hello, Rizla speaking." Admin Lady : "Is this Rizla speaking?" I die a little inside, realising what all too familiar scenario is about to play out. Admin lady : "So yeah I can't receive mail but I can send..." We troubleshoot. I ask the basics. Me : "You know, if we use a certain app it'll be faster because I can check those settings from here." 5 minutes pass as I try to get her on the website. I realise she's entering appname.com in the search bar. Me : "Is that what's happening? Look for the bar at the top that reads http.... yes there you go, look for the green download button" I connect and start looking. She's using pop.domain on an IMAP configured account with the wrong encryption and ports. Don't ask me how she managed to do anything until today. I fix it, click send & receive to test. Outlook stops responding and then I see it... 1416 mails pending in Outbox. Oldest one dates back to 2020/01/18 I phone the client and tell him to send her on a basic computer literacy course. I phone her and advise she phones everyone she sent a quotation or invoice to in the last 2 weeks. Ticket closed. [link] [comments]  |
| You're lucky I've worked here for 5 years Posted: 01 Sep 2020 07:10 PM PDT I'm first line support for an application that doctors use to keep records on their patients as well as manage the practice. It's called an EMR or Electronic Medical Record. Background: We have these things called Observation Terms Kits. They're released every month. As new terms were added around COVID, they were released weekly. In simple terms, they're an industry standard list of codes for illnesses, injuries, etc. So, for instance, a pregnancy test has one obs term, another for patients that are smokers, etc. The new kits have new codes along with the old. So, it's like getting a new dictionary every month with new words along with the old. Normally, these codes don't ever change. Three years ago, one changed. Specifically the code for a mammogram. In a patient's chart is something called a flowsheet. It's basically a spreadsheet with these terms on the left side and the date in columns along the top. Instead of looking through a bunch of documents, a doctor can see on the flowsheet that the patient's temperature was 98.1° on 7/24 and then 98.4° on 8/16 and so on. The case: The customer enters a case through the customer portal and explains their issue so poorly that I think they're talking about billing codes that aren't importing into the EMR correctly from a third party. They make it sound like all codes are having a problem. Since this sounds more like an issue in the billing section of our software, I ask one of our billing techs to join a call with me and the customer. The customer invites someone from the third party. The meeting starts and there's a bunch of trouble getting everyone on their side into the conference call. Then they spend a bunch of time explaining the issue, again confusedly. We finally get to the actual issue. Lab results for a mammogram aren't importing into the flowsheet as expected. So, I ask to see an example and they show me one of the patients. Naturally, the customer insists that nothing has changed and this issue started all of a sudden. The tech from the third party insists that nothing has changed on their end. I can't explain to them why this changed all of a sudden. Why this one code is having a problem if what they're telling me is true, that nothing has changed. The fact that this is a mammogram starts nagging at me. In the interface, there's a file that translates the third party's code (lab companies will often use their own names/numbers for tests) to our codes. I ask that we change the code on our side to the new code from 3 years ago (though I don't point out just how old this change is because "nothing has changed") but they insist that I not change the code. Even just to test. They'd had some server issues the previous week and are extremely nervous about changing anything now that everything but this is now working. If they were wrong and a new copy of the observation terms kit had been imported, the value in the database for a mammogram would have been updated. But we don't have access to the database. Nobody on the call has it. So, my only option is to change the translation file, test, and revert back if it doesn't fix the issue. As I'm pleading to change the file and test, some of the people on the call have to leave and we end the call agreeing to meet again. The time will be worked out via email. A week goes by and I get no response from the customer. I say that I'll be closing the case due to no reply from the customer and explain what I intended to do. They finally update me and I explain what needs to be done again. The customer finally schedules a meeting for two weeks from the current date. There's a vacation that the customer is going on and the issue, apparently, can wait. We finally meet yesterday. I tell them exactly what I'm going to change and that we can change it back, with no harm done to anything, if it doesn't work for a test patient. They finally relent. I change the translation file. Have the third party send a mammogram result for a test patient. It works as expected. The actual fix and test takes 5 minutes. And I both rejoice and scream at them in my head. [link] [comments]  |
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