Thursday, April 12, 2007
Why we check the obvious first
Issue: the caller is unable to connect.
Reason: the caller has turned off his modem.
Me: "You'll need to turn the modem on."
Caller: "How do I do that?"
Me: "How did you turn it off?"
Caller: "I pressed the power button."
Me: "Well, then press the power button again."
And once it came back online, it became apparent that the modem was not actually plugged into the computer at all.
If you ever wonder why a tech support worker runs you through checking the very, very obvious, calls like this are the reason.
Reason: the caller has turned off his modem.
Me: "You'll need to turn the modem on."
Caller: "How do I do that?"
Me: "How did you turn it off?"
Caller: "I pressed the power button."
Me: "Well, then press the power button again."
And once it came back online, it became apparent that the modem was not actually plugged into the computer at all.
If you ever wonder why a tech support worker runs you through checking the very, very obvious, calls like this are the reason.
Labels: genius
# posted by Terry @ 9:47 AM 
