This is an excerpt 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 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.
4. 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.
5. 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.
6. 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.
7. 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.
8. 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".
9. 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 mouse.
10. 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?"
11. 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.
12. 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.
13. True story from a Novell NetWire Sysop:
Caller: "Hello, is the 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 the drive.
14. A woman called the Canon help desk with a problem with her printer. The tech asked her if she was running it under "Windows."
The woman responded, "No, my desk is next to the
door. But that is a good point. The man sitting in the cubicle next to me is under a window and his printer is working fine."
15. Tech Support: "O.K. Bob, let's press the control and escape keys at the same time. That brings up a task list in the middle of the screen. Now type the letter "P" to bring up the Program Manager."
Customer: "I don't have a 'P'."
Tech: "On your keyboard, Bob."
Customer: "What do you mean?"
Tech: "'P' on your keyboard, Bob."
Customer: "I'm not going to do that!"
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"One more day before the storm
At the barricades of freedom!
When our ranks begin to form
Will you take your place with me?"
--Enjolras, "One Day More," Les Miserables
[This message has been edited by Tora Ziyal (edited April 27, 2000).]
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