Fritzo
Lifer
Ugh, we're short handed today so I'm helping out with some 1st level dialup tech support. I'd shoot myself if I had to talk like this every day!
(transcript from recording):
Me: What seems to be the problem?
him: I :hack hack: can't git this damn thing connected. I'm 78 and on oxygen :whoosh whoosh:
me: OK, what happens when you try to connect?
him: I get some damn error or something!
me: Do you by any chance know what the error said?
him: Yeah....said I couldn't connect or some flippity floop (he actually said "flippity floop"!)
me: OK, it would help if I knew what the error message said, but lets go ahead and check your dialup settings. Go ahead and click on the Start button
him: I can't talk to you and be on the computer at the same time...I only got one line ::whoosh whoosh::
me: We don't need to connect to check your settings
him: Oh..err...ok. I'm 78 years old...
me: <waits>
him: OK, it says "Winders is started"
me: Great! Click on Start and then Control Panel
him: ::whoosh whoosh:: It says "Network Connections"
me: OK, that's the wrong place. Close it and click Start/Control Panel
him: Now I get "Set program assets defaults" (he said "assets")
me: No, that's still wrong
him: I'm 78 years old
me: That's OK...try it one more time, start/control panel
him: OK....I got it. Never been here before.
me: <talk through going through Internet Options, then we come to his username/pwd> What's listed for your username?
him: It's got a bunch of pluses there
me: Are you sure you're not looking at the password field?
him: no...that's got dots. My password isn't dots, it's <password>!!! So that's the problem!!!
me: Let's not get ahead of ourselves here. Go ahead and remove the username.
him: How do I do that?
me: You can use a combination of the backspace and delete keys.
him: <long pause> :whoosh whoosh: I don't see those.
me: Go along the top row of the keyboard...
him: F1, F2, F3...
me: no, the next row below that...
him: Squiggle, 1, 2, 3, 4...
me: Yeah, that's it. It's at the end of that row.
him: All it says there is Backspace.
me: Right! That's one of the ones we were looking for.
him: Oh....well...I'm 78 years old.
me: That's OK. Now, to the right of that key is the insert key, then below that is the delete key.
him: :whoosh whoosh: I don't have that, I have Ins, then Del. I don't have a Dell, I have a Gateway. Maybe that's the problem!!!
This went on another 10 minutes or so before his son came home and got on the phone.
son: What's the problem he's having?
me: His username and password need to be retyped
son: Oh, ok, what's his user/pwd?
me: <verified info>
son: OK, all set. I'll try it. He's 78 and on oxygen.
me: I think he mentioned that.
son: OK, it works.
me: Great! Thank you for calling <my company>
That took a total of 45 seconds. Those first level people don't get paid NEARLY enough...I'm actually agonizing for my lunch break!!!!!
(transcript from recording):
Me: What seems to be the problem?
him: I :hack hack: can't git this damn thing connected. I'm 78 and on oxygen :whoosh whoosh:
me: OK, what happens when you try to connect?
him: I get some damn error or something!
me: Do you by any chance know what the error said?
him: Yeah....said I couldn't connect or some flippity floop (he actually said "flippity floop"!)
me: OK, it would help if I knew what the error message said, but lets go ahead and check your dialup settings. Go ahead and click on the Start button
him: I can't talk to you and be on the computer at the same time...I only got one line ::whoosh whoosh::
me: We don't need to connect to check your settings
him: Oh..err...ok. I'm 78 years old...
me: <waits>
him: OK, it says "Winders is started"
me: Great! Click on Start and then Control Panel
him: ::whoosh whoosh:: It says "Network Connections"
me: OK, that's the wrong place. Close it and click Start/Control Panel
him: Now I get "Set program assets defaults" (he said "assets")
me: No, that's still wrong
him: I'm 78 years old
me: That's OK...try it one more time, start/control panel
him: OK....I got it. Never been here before.
me: <talk through going through Internet Options, then we come to his username/pwd> What's listed for your username?
him: It's got a bunch of pluses there
me: Are you sure you're not looking at the password field?
him: no...that's got dots. My password isn't dots, it's <password>!!! So that's the problem!!!
me: Let's not get ahead of ourselves here. Go ahead and remove the username.
him: How do I do that?
me: You can use a combination of the backspace and delete keys.
him: <long pause> :whoosh whoosh: I don't see those.
me: Go along the top row of the keyboard...
him: F1, F2, F3...
me: no, the next row below that...
him: Squiggle, 1, 2, 3, 4...
me: Yeah, that's it. It's at the end of that row.
him: All it says there is Backspace.
me: Right! That's one of the ones we were looking for.
him: Oh....well...I'm 78 years old.
me: That's OK. Now, to the right of that key is the insert key, then below that is the delete key.
him: :whoosh whoosh: I don't have that, I have Ins, then Del. I don't have a Dell, I have a Gateway. Maybe that's the problem!!!
This went on another 10 minutes or so before his son came home and got on the phone.
son: What's the problem he's having?
me: His username and password need to be retyped
son: Oh, ok, what's his user/pwd?
me: <verified info>
son: OK, all set. I'll try it. He's 78 and on oxygen.
me: I think he mentioned that.
son: OK, it works.
me: Great! Thank you for calling <my company>
That took a total of 45 seconds. Those first level people don't get paid NEARLY enough...I'm actually agonizing for my lunch break!!!!!
