In a message dated 98-08-30 19:20:28 EDT, boyerne@knoxnews.infi.net writes:
<<
> Real calls from the Technically Challenged. ;)
>
> Following is an excerpt taken from a Wall Street Journal article:
>
> 1. Compaq is considering changing the command "Press Any Key" to
> "Press Return Key" because of the flood of calls asking where the
> "Any" key is.
>
> 2. 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.
>
> 3. Another 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 had labeled
the
> diskettes, then rolled them into the typewriter to type the
labels.
>
> 4. Another AST customer was asked to send a copy of her defective
> diskettes. A few days later a letter arrived from the customer
along
> with photocopies of the floppies.
>
> 5. 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.
>
> 6. Another Dell customer called to say he couldn't get his
computer to
> fax anything. After 40 minutes of trouble-shooting, th 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.
>
> 7. Yet another Dell customer called to complain that his keyboard
no
> longer worked. He had cleaned it by filling up his tub with soap
and
> water and soaking the keyboard for a day, then removing all the
keys
> and washing them individually.
>
> 8. 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.
>
> 9. A confused caller to IBM was having troubles printing
documents. He
> told the technician that the computer had said it "couldn't find
> printer". The user had also tried turning the computer screen to
face
> the printer - but that his computer still couldn't "see" the
printer.
>
> 10. An exasperated caller to Dell Computer Tech Support couldn't
get
> her new Dell Computer to turn on. After ensuring the computer was
> plugged in, the technician asked her what happened when she pushed
the
> power button. Her response, "I pushed and pushed on this foot
pedal
> and nothing happens." The "foot pedal" turned out to be the
computer's
> mouse.
>
> 11. Another customer called Compaq tech support to say her
brand-new
> computer wouldn't work. She said she unpacked the unit, plugged
it in
> and sat there for 20 minutes waiting for something to happen.
When
> asked what happened when she pressed the power switch, she asked
"What
> power switch?"
>
> 12. 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, but 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. He was laughing
too
> hard. The caller had been using the load drawer of the CD-ROM
drive
> as a cup holder, and snapped it off thedrive!
>
> 13. Another IBM customer had troubles installing software and
rang
> for support. "I put in the first disk, and that was OK. It said
to
> put in the second disk, and I had some problems with the disk.
When
> it said to put in the third disk - I couldn't even fit it in..."
The
> user hadn't realized that "Insert Disk 2" meant to remove Disk 1
> first.
>
> 14. In a similar incident, a customer had followed the
instructions
> for installing software. The instructions said to remove the disk
> from its cover and insert into the drive. The user had physically
> removed the casing of the disk and wondered why there were
problems.
>
>>
> Real calls from the Technically Challenged. ;)
>
> Following is an excerpt taken from a Wall Street Journal article:
>
> 1. Compaq is considering changing the command "Press Any Key" to
> "Press Return Key" because of the flood of calls asking where the
> "Any" key is.
>
> 2. 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.
>
> 3. Another 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 had labeled
the
> diskettes, then rolled them into the typewriter to type the
labels.
>
> 4. Another AST customer was asked to send a copy of her defective
> diskettes. A few days later a letter arrived from the customer
along
> with photocopies of the floppies.
>
> 5. 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.
>
> 6. Another Dell customer called to say he couldn't get his
computer to
> fax anything. After 40 minutes of trouble-shooting, th 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.
>
> 7. Yet another Dell customer called to complain that his keyboard
no
> longer worked. He had cleaned it by filling up his tub with soap
and
> water and soaking the keyboard for a day, then removing all the
keys
> and washing them individually.
>
> 8. 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.
>
> 9. A confused caller to IBM was having troubles printing
documents. He
> told the technician that the computer had said it "couldn't find
> printer". The user had also tried turning the computer screen to
face
> the printer - but that his computer still couldn't "see" the
printer.
>
> 10. An exasperated caller to Dell Computer Tech Support couldn't
get
> her new Dell Computer to turn on. After ensuring the computer was
> plugged in, the technician asked her what happened when she pushed
the
> power button. Her response, "I pushed and pushed on this foot
pedal
> and nothing happens." The "foot pedal" turned out to be the
computer's
> mouse.
>
> 11. Another customer called Compaq tech support to say her
brand-new
> computer wouldn't work. She said she unpacked the unit, plugged
it in
> and sat there for 20 minutes waiting for something to happen.
When
> asked what happened when she pressed the power switch, she asked
"What
> power switch?"
>
> 12. 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, but 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. He was laughing
too
> hard. The caller had been using the load drawer of the CD-ROM
drive
> as a cup holder, and snapped it off thedrive!
>
> 13. Another IBM customer had troubles installing software and
rang
> for support. "I put in the first disk, and that was OK. It said
to
> put in the second disk, and I had some problems with the disk.
When
> it said to put in the third disk - I couldn't even fit it in..."
The
> user hadn't realized that "Insert Disk 2" meant to remove Disk 1
> first.
>
> 14. In a similar incident, a customer had followed the
instructions
> for installing software. The instructions said to remove the disk
> from its cover and insert into the drive. The user had physically
> removed the casing of the disk and wondered why there were
problems.
>
