User doesn't realize altering his PC with power tools will void the warranty Tech Support |
- User doesn't realize altering his PC with power tools will void the warranty
- When the sales team miss the most fundamental requirement
- Can you log me into the server?
| User doesn't realize altering his PC with power tools will void the warranty Posted: 01 Mar 2021 12:23 AM PST About 5 years ago I worked in phone support for a small company that sells PCs designed specifically for seniors and folks with no prior computer experience. I have a million stories, but this one is short and sweet. The PCs themselves were touchscreen all-in-ones running custom software. We shipped them with a mouse, keyboard, stylus, and anything else needed to get non-savvy users up and running comfortably. One day I received a call from an older gentleman, Phil, who wanted to know how his under-warranty repair was going. From his case notes, I saw that the PC reportedly would not power on, we recieved it in shipping yesterday, and it was with our repair techs. Because we were a small company, the warehouse and repair area was in the same building about twenty feet from my desk. I walked over and asked around. The repair attempt hadn't started yet, so one of the repair guys and I unboxed Phil's PC. What we found that he neglected to tell us was that he had drilled a hole in the PC's case, right above the power button. Unfortunately, his modification attempts nicked the power button as well. Phil was unhappy when I informed him that we would not process his repair under warranty due to causing the damage himself. He suggested that we should pay him for the idea of adding a "pen holder" where users could place their stylus somewhere convenient. In the end, we shipped Phil's PC back without repairs as he did not want to pay for them, and later models of that PC included a plastic clip on the side to hold.the stylus. [link] [comments]  |
| When the sales team miss the most fundamental requirement Posted: 01 Mar 2021 02:20 AM PST This is a tale from nearly 30 years ago, and it's time it was played to a wider audience. I used to work for an IT company that was famous for being "big" and for being "blue". As a team, we designed, installed and maintained banking solutions. We had a separate sales team who roamed the world drumming up contracts, with the sole goal of earning their commissions. The very idea that they might need some technical guidance during the process never occurred to them, with the result that we were often stitched up with delivering the impossible. This is the tale of one of the more spectacular stitch-ups that got dumped on us. A regional bank in China had decided to expand its services to some of the more rural communities to support the rapidly-growing economy. They had built their first new branch building in an outlying farming village, and our sales team had got us the contract to kit it out with everything needed to run the business – hardware, network, software etc.. The requirements were dropped on us to design, deliver and install, and for once it looked like the dream contract. It was a blank canvas where we could put together a fully-integrated turnkey solution. We were just given the requirements: number of teller stations, expected transaction volumes and growth, application services needed, data interfaces to the remote central systems, security requirements… We designed the perfect solution, put together the "shopping list", and arranged for everything to be shipped out to China. We then waited for a call from the bank to say everything had arrived so we could send out a small team to set it all up for them. A few weeks later that call came, and three lucky team members were selected for The first few days are spent unboxing everything, putting devices where they need to go, laying network cables and generally bolting everything together. Part way through the third day there our hardware man (HWM) steps out of the little closet where he had been setting up the local server, holding a UPS in his hand, and wanders up to the local manager (MGR).
(Actually he said rather more than three dots. The words "sales team" figured somewhere in his response, along with several words beginning with "F", "S" and "B".) So our team all trooped back home again while the bank sourced and installed a large generator, and put in a load of cabling, all of which took many weeks. But at least all went well the second time round, and, much later than scheduled, we got their diesel-powered bank branch up and running, (If you really insist) TLDR: Sales team contracts to deliver a complex IT solution to a community that has no electricity supply. [link] [comments]  |
| Can you log me into the server? Posted: 01 Mar 2021 01:01 AM PST Me: Do you need access to a certain server? Her: Just the server thanks. Me: Your school has over six different servers? What do you need access to? Her: My account? It's _______ you do this for me every Monday. Me: *clicks on who she is* Oh you need help logging in, it's called a network login. Logging onto a server is very different. Her: Can you remote on and login as me then? Me: I believe your login is firstname.surname? *She types something, her co-worker next to her bursts out laughing* Co-Worker: You did not just time firstname.surname, she means your actual name. Her: GET OUT! *hysterics* Co-Worker: That is not how it works at this school or several schools, you log in with a username/password! You can't expect to call them, remote on, and log in as you, it has not worked since the second time! Nor should I log in for you before you turn up! That is not how IT EVER HAS WORKED AT ANY SCHOOL! *they argue for 5 minutes, the co-worker storms out* Her: It is still not working! I am typing my name. Me: Spell it for me Her: *spells what she has typed* Me: Does your surname not have an s on the end? Her: *silence* Me: You able to login? (I know she has forgotten her password as well she calls up every Monday) Her: It still says incorrect username/password? Me: Would you like a password reset? Who can I send it to it has to be someone on-site with a work email address? Her: Just send it to my personal email! Me: You and I both know that it against security policy, neither can I confirm your temporary password down the phone. Her: Add *blank* to the ticket for the password reset, but she's just stormed out. Me: Of course, have a lovely Monday morning! Writes a ticket to her co-worker explaining her login, how to log in, and to ensure she notes down her password, or next time I will set it to a password for her, every month until she leaves the school like I would a special child. Also sends an email to co-worker stating she has called up three times this morning, once for logging into the pc, the second to her email, and the third asking how to generate a report in the banking software they use. Which she logs, every Monday. I hope that SBM does not last long. She does not deserve that position, nor does she deserve such a lovely PA that has put up with this for two months straight, that is the first time I have ever heard that PA snap ever after working here for almost a year now. I also hope her PA shares that email with the correct person so I do not get a complaint. [link] [comments]  |
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