This was my supervisor's last call as an actual agent before he got promoted. I was griping about a horrendous call to him that I had just had. I can't remember what the call was about, because he decided to drop this one on me.I was originally going to post a 3,000th post that explained my motive of actually taking the time to attempt to 3,000 posts. But, since the opportunity presented itself, I will now post the greatest tech support call of all mankind.
The customer (an arab, so imagine hearing an arab accent when you read what he says, and it makes it all the more funnier) was having a problem getting online. My supervisor had it narrowed down to the modem setting problems, so my supervisor was taking the customer into the modem to change the settings. I need to also point out that the customer was using Windows 98 on this computer. This comes into play later.
Unfortunately, the customer could not even get IE to open. We need IE to get into the modem. So, my supervisor was telling the customer he had to send him to his computer vendor when the customer says, "WAIT! I HAVE ANOTHER COMPUTER. IT IS IN THE CLOSET!" (I guess it was visiting Tom Cruise and R. Kelly...sorry, it had to be done.)
So it takes 10 minutes for the customer to get the computer hooked up and turned on. This computer is running Windows Millenium Edition. You probably have the same question I asked: "Why didn't we start out with the newer version?" That's to be told later.
Here's the conversation that ensued as the customer made it to his desktop:
Supervisor: Ok, let's open up Internet Explorer.
Customer: Wait! It is rebooting.
Supervisor: Ok.
*Two minutes later*
Customer: Ok, it is done.
Supervisor: Ok, let's open up Internet Explorer.
Customer: Ok.
Supervisor: Ok, let's click on...
Customer: Wait! It is rebooting.
Supervisor: Is it rebooting on it's own?
Customer: Yes.
Supervisor: Ok, I'm going to have to send you to your computer...
Customer: WAIT! I HAVE ANOTHER COMPUTER!
So he goes back to the closet, Tom Cruise hands him ANOTHER COMPUTER! This time, we're running Windows XP. That's right, we went up the Windows Hierarchy (or down, depending on how you look at it). It takes another 10 minutes to set up, and boot up.
Supervisor: Ok, let's open up Internet Explorer.
*Background noise on Customer's Side: Window's XP System Shutdown Sound*
Customer: Ok.
Supervisor: Are we there, or is it rebooting again?
Customer: No! I'm there.
Supervisor: Then type in 192.168.1.1.
Customer: Ok, I'm there.
Supervisor: What do you see?
Customer: The Westell page.
Supervisor: What buttons do you see.
Customer: ...................................................
Supervisor: It shut down again, didn't it?
Customer: ...............how did you know?
Supervisor: I HEARD THE SHUTDOWN SOUND! Ok, I'm going to have to get you to your computer...
Customer: WAIT! I HAVE ANOTHER COMPUTER.
Let's recap this folks: We have went through 3 computers, going up in versions in ascending order from the day of the dinosaurs. One computer will not open up IE. Two of them keep rebooting automatically. Diagnosis: This guy is a terrorist to PCs.
Now, we have the guy having R. Kelly hand him ANOTHER COMPUTER! It takes another 10 minutes to set up and boot.
Supervisor: Ok, what version of Windows are we running this time?
Customer: I don't know. How do I find out?
Supervisor: Let's click on Start, and then run.
Customer: Where is that at?
Supervisor: It's at the bottom left of your screen.
Customer: I do not see anything that says, "Start."
Supervisor: .....how many buttons do you have on your mouse?
Customer: ...one?
Supervisor: I can't do support on Macintosh.
Customer: ....how did you know?
Supervisor: I am God. Here's your three computer vendors' phone numbers. Pick one, call them, get it fixed, then call us back. *click*
No comments:
Post a Comment