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Tech Support Stories

People Calling Technical Support


1. AST technical support had a caller complaining that her mouse was hard to control with the dust cover on. The cover turned out to be the plastic bag the mouse was packaged in.

2. A Compaq technician received a call from a man complaining that the system wouldn't read word processing files from his old diskettes. After trouble- shooting for magnets and heat failed to diagnose the problem, it was found that the customer labeled the diskettes then rolled them into the typewriter to type the labels.

3. A Dell technician advised his customer to put his troubled floppy back in the drive and close the door. The customer asked the tech to hold on, and was heard putting the phone down, getting up and crossing the room to close the door to his room.

4. Another Dell customer called to say he couldn't get his computer to fax anything. After 40 minutes of trouble-shooting, the technician discovered the man was trying to fax a piece of paper by holding it in front of the monitor screen and hitting the "send" key.

5. A Dell technician received a call from a customer who was enraged because his computer had told him he was "bad and an invalid". The tech explained that the computer's "bad command" and "invalid" responses shouldn't be taken personally.

6. True story from a Novell NetWire SysOp:

Caller: "Hello, is this Tech Support?"

Tech: "Yes, it is. How may I help you?"

Caller: "The cup holder on my PC is broken and I am within my warranty period. How do I go about getting that fixed?"

Tech: "I'm sorry, bt did you say a cup holder?"

Caller: "Yes, it's attached to the front of my computer."

Tech: "Please excuse me if I seem a bit stumped. It's because I am. Did you receive this as part of a promotional, at a trade show?

How did you get this cup holder? Does it have any trademark on it?"

Caller: "It came with my computer, I don't know anything about a promotional. It just has '4X' on it."

At this point the Tech Rep had to mute the caller, because he couldn't stand it. The caller had been using the load drawer of the CD-ROM drive as a cup holder, and snapped it off the drive!


--------------------------------------------------------------------------------

7. True story when I was performing data and hard disk recovery for the Peter Norton Group: A caller complains that her mouse wasn't performing properly. After 10 - 20 minutes, the support person discovered that the caller had her mouse on the floor and was trying to use it like a floor peddle to a sewing machine.


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8. Another true story when I was performing data and hard disk recovery for the Peter Norton Group (this one happened to me):

Caller: "Help. I have accidently deleted some very important files And I need help recovering them."

Me: "Sure. You haven't installed our software yet, have you?"

Caller: "No. I read on the cover that it shouldn't be installed if you are trying to recover data. That's why I called you for help."

Me: "Great. First thing is to take the 'emergency recovery diskette and ..."

Caller: "I don't have an emergency recovery diskette."

Me: "Mam, just take the diskette labeled 'emergency recovery diskette' and..."

Caller: "But I DON'T have an 'emergency recovery diskette'!"

Me: (thinking she might have purchased Norton Desktop in lieu of Norton Utilities) "Mam, how many diskettes came with your Norton Utilities?"

Caller: "Three".

Me: (understanding that she did purchase the utilities, a 3 diskette package at that time) "OK mam, you have three diskettes and diskette number two is sub-titled, 'emergency recovery diskette'".

Caller: "Oh, I see it now".

Me: "Good, now take the 'emergency recovery diskette and place it into one of your floppy..."

Caller: "But I don't have a floppy."

Me: "Mam, just place that diskette into one of your floppy..."

Caller "But I DON'T have a floppy!"

Me: "Mam, just how do you get information from diskettes into your computer?"

Caller: "Well, I have these two slots in front of my machine."

Once we established that she did have floppy drives, we quickly found out that she was using an 8088 and the utilities required an 80286 or better. It was all I could do to not laugh too hard.
 






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