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Etherealm posted:The one that takes the cake is this one though: My favorite call ever -- we have a ticketing system, but I get most of my calls directly from my users via pager -- all I could get out of the user was "My words are gone." I gave up on deciphering that one by phone and went to take a look. This user's My Documents folder -- we're a Windows shop -- had been previously remapped to a private network folder, and had reverted to the default local location. So she opened up My Documents and all of her Word documents -- her "words" -- weren't there. She could think of no better way to describe the problem, apparently. She's a nice lady and normally much more eloquent. No idea what was going on that day.
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Dec 2, 2008 05:16
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Another common one: "The Internet's not working." "Can you get to Google?" "I don't know." "Can you try right now, please?" *click click click* "Yeah, that works." "So what can't you get to?" "Well, there's this site..."
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Dec 2, 2008 14:23
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HypeTelecon posted:I've worked several places where it didn't really matter what "part" of IT you were in...you just did anything and everything that was dropped on your desk.
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Dec 3, 2008 05:55
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Both user and caller for us, if they're not the same person.
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Dec 10, 2008 03:00
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Doc Faustus posted:There's something about science people that makes them include every detail about the equipment they use, despite none of the IT people knowing what it is, nor caring.
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Dec 11, 2008 00:03
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Inverse Icarus posted:The PM then proceeded to schedule four meetings over the next week where we explained to him, and him alone, why there was a BWC issue, what we did to minimize the impact, and how there was no way around it. I'm getting PM training soon. I must become the enemy 
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Dec 11, 2008 13:19
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Hoppy posted:
 Or the manufacturer did, anyway.
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Dec 12, 2008 22:04
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I shouldn't have to order one you should have sent me one!
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God dammit you stupid motherfuckers I do not know how to fix everything electronic do not ask me why your TV is getting bad reception
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Dec 18, 2008 23:03
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haljordan posted:They expect you to restore their files from your hidden magical tape drive that exists in the same fantasy land they live in?
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Dec 24, 2008 01:07
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Spazz posted:This has never been a problem since I've started working here because we imposed that rule about a year ago. We sent out a district wide e-mail where everybody and anybody gets it, they had to sign a piece of paper with the terms of the loan with the laptop and it explains this, and it was mentioned at our presentation to all teachers and staff at the beginning of the year. At least 4 people expected us to magically fix it when we had to reimage their machine. 
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Dec 24, 2008 03:28
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Golbez posted:I am simply amazed that these people aren't fired on the spot. Sure, I keep some minor passwords in a text file, but then again, I'm not potentially responsible for unleashing a contagion.
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Dec 24, 2008 03:45
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The thing that really disgusts me is that the policies are faithfully carried out at the bottom of the totem pole, but as you get higher and higher into management, where the really sensitive, important information is? That's where it all falls apart, because apparently a Ph.D renders you unable to remember a password that isn't your initials (Mr. Osborne, may I be excused? My brain is full), and they demand exemption from policy. Which of course they get since they can fire the people responsible for enforcing policy.
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Dec 24, 2008 05:36
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haljordan posted:They don't have to fire those people...Typically they just say "Hey, do this now" and I say "Sure, because I like having money and don't want to be broke living on the street fighting a dog for scraps of meat."
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Dec 24, 2008 05:53
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cr0y posted:1) When someone from work will call me and I am away from my phone, they leave a voice mail message saying "hey call me back when you get this". Oh thanks, If it wasn't for your informative voice mail I might have thought that you called me on accident and indeed don't actually have to talk to me.
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Jan 10, 2009 04:34
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For us it's the opposite -- it's the secretaries of our VIPs who think they're hot poo poo. The people in actual serious rules are all super nice.
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Jan 17, 2009 23:55
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CraigK posted:After reading this thread, I get the idea that, even though I can't code anything more complex that a DOS 6.0 batch file, I'm still smarter than 99.999% of users with computers and could probably get a job solving simple computer problems like "can't open file.exe help!"
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Jan 22, 2009 03:50
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Knock on wood, I've put a Rocketfish Bluetooth kb+m set in place and so far it's tooling along okay.
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Feb 12, 2009 00:43
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Akaikami posted:Is it always going to be this vague?
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Feb 13, 2009 00:05
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syphon posted:But you didn't say 'that's not my job' you said 'I'll do it when I get time, I'm busy'.
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Feb 15, 2009 00:44
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Mr Dog posted:If I may offer an explanation of the "Storing important poo poo in the Deleted Items folder" phenomenon: There is a broken metaphor at work here, just not the one you're thinking of. It's the inbox. In the physical world, an inbox is a place where you store things you haven't read yet, or haven't started to work on, then file it away somewhere (at least I assume this is how offices worked back when paper existed for reasons other than presentation notes and billing/legal documents). On every email system ever, INBOX means "the root of your home directory, where any mail intended for you gets dumped". This kind of works, but then they all confuse matters by having 'read' and 'unread' states for mail, which are set automatically.
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Feb 15, 2009 09:02
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I see things like that regularly... and all our tickets are put in by the helpdesk staff
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Feb 18, 2009 23:28
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Sorry you were canned, but you really could have handled that better. When you get someone who doesn't know anything at all and clearly doesn't want to, you need to make your questions more idiot-proof, and frame your questions in terms your user is more comfortable with.
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Feb 23, 2009 05:15
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Superhaus posted:She wants IE installed on her Windows machine. Yeah, I know FF is the default browser, but she doesn't know how to use the Start menu at all? How is this possible?
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Feb 27, 2009 20:15
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Casao posted:Ha ha holy poo poo $6/hr.
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Mar 7, 2009 23:47
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I got an email today about an issue with a computer, with no details. Called the user, who was in a meeting, but her secretary is a smart lady and made her write me a note explaining the problem. I arrived. The contents of the note: "Files deleted from my desktop computer." What files? Who knows? I'm unclear on how I'm supposed to know what files were deleted and where they were.
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Mar 9, 2009 23:59
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Haha, every single one of those things applies to me, including the last one. We even have software that needed an older version of Java.
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Mar 20, 2009 12:42
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ab0z posted:As much as I hate those loving "mojave experiment" commercials, they're right. Anyone who "heard vista had some problems" has never used it. Also, 97% of the attendees at ITT hate it for no reason, I can't figure out why. They bag on microsoft all the time, yet they all have jobs only because they fix microsoft stuff all day.
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Mar 21, 2009 13:45
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I gave in the other day and bought an iPod (I've been rocking a Zune since they were first launched). While I was in the Apple store I heard a smug customer talking to a smug support guy there about how she bought a Mac for college and her friends made fun of her for paying so much, and their computers were hosed up pretty soon and hers lasted four years. It would have been very weird for me to interrupt a conversation I wasn't involved in, so I didn't say anything. But the WinXP-based Dell I bought for college -- which wasn't top-of-the-line when I bought it -- lasted me seven years, and it still works perfectly. I only bought a new machine because I wanted something faster and enough components needed upgrading that it wasn't worth doing it piecemeal. Neither one really "just works," and how long they last is a function of how well you care for them.
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Mar 21, 2009 19:41
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Laptops connected via wireless is one example. I'm sure there are others.
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Mar 25, 2009 12:34
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Oh. My. God. Mostly I support senior staff, but I also support a building full of lower-level employees. I reimaged a laptop for one of those employees on Friday. She needs some specialized software beyond what's required in the normal image, so I needed to install that too. She asked me if I could come down right away to image it because she had to get to a meeting off-site. I'm pretty responsive to time-sensitive requests, so I say sure and come down. After it's done imaging, I need information from her, including which specialized software packages she needs. She repeatedly wanders off on me without a word, while I need more info from her. I find her in various places -- in an office she's working out of (not hers) 300 feet and three rooms away, in someone else's cubicle shooting the poo poo, basically anywhere but where she belongs. Odd behavior for someone who claims to be in a hurry. Eventually it's done and I give it to her. Everything works great, including network connectivity. Sometimes I monitor my email over the weekend, sometimes not. My role doesn't require anything from me over the weekend, so mostly it's just whether it occurs to me to check in. If there's a bona fide emergency my boss will know before I do and call me. This weekend I didn't check it until early Monday morning before work. I found I had received an email from her shortly before midnight on Friday night saying that she can't get it to work with her home network and could I please call her over the weekend. Um, no? We don't support home networks, not to mention it's a huge pain in the rear end to troubleshoot an unknown home router over the phone, plus... Well, I hate to denigrate a person's worth, but you are a low-level employee and it's the weekend. Go away and stop treating my time like it's your time. (I didn't say this to her. Not yet, anyway.) I feel like I come off like an rear end in a top hat putting it that way, but... this is work. I like what I do, but I expect to be paid when I work, and this is substantially outside of my responsibilities. I try to be a nice guy and I'll give some advice on home stuff if it's simple and I have time. But it's not my job and when I do someone a favor I don't appreciate being treated as if it were. When I got to work Monday morning I wrote her a quick note explaining that I hadn't checked my email over the weekend and she could give me a call and I'd try to offer a few suggestions but that troubleshooting an unknown home router is difficult when I can't work directly with the device. I gave her my office phone and pager numbers. She paged me shortly after hours on Monday. Now annoyed, I ignored it and figured I'd talk to her today (Tuesday), but she wasn't in the office today. She paged me again tonight at 9:45pm. I ignored it again and I will make sure I track her down and talk to her tomorrow. Am I being unreasonable? We aren't part of the regular helpdesk, but we still do mostly desktop support, which isn't usually a 24x7 on-call sort of role. I don't think it's asking too much not to be called by low-level employees way, way after hours or on the weekend, when I'm not being paid. I don't think I'd mind even that so much if she weren't acting as though I'm obliged to help her. I don't want to be nasty to her, but I think it's time to sit her down.
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Apr 1, 2009 03:09
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Hawzy posted:Get your manager involved, make him rip her a new one. Sir Nigel posted:You probably shouldn't have given your pager number to her... Office phone is fine and all because its, well, your office phone and I'm assuming it doesn't ring your house when you're not there so the worst she can do is leave you a ton of voicemails on your work mailbox.
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Apr 1, 2009 04:22
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Nybble posted:Now, I know they mean porT number, but it still makes me giggle.
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Apr 2, 2009 00:24
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Crowley posted:Why do you have both a pager and a cell phone? - Cell phone service is extremely bad in one of the buildings, despite the fact that it's perfect right outside and we're on Verizon, which is usually the strongest in the area. The pager gets service no problem. - If I give a user my cell phone number, and they call and I'm busy and don't answer, they get pissed. If they page me and it takes a little while for me to call back, they don't seem to mind.
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Apr 2, 2009 12:49
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CitizenKain posted:We occasionally receive tickets from our help desk that have no information at all, or the information is wrong.
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Apr 4, 2009 12:43
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I can't think of anything like that happening to me offhand, but I do love it when new policies are instituted, no exceptions, and then the people instituting the policies realize it will affect them too and go about exempting themselves from the new policies.
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Apr 8, 2009 05:11
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Our users understand exactly what's happening when they get that message, they just don't care. Their response is to ask for an increased mailbox size.
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Apr 9, 2009 15:13
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Just tried the Notepad trick myself. Didn't work. I gather this was fixed in the version of Notepad that shipped with Vista?
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Apr 21, 2009 23:56
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My users do similar things on the phone when they call me. I think users pre-script conversations in their heads before entering into them, and stick to the script even if you don't. "Can you come take a look at my computer?" "Sure. What problem are you having?" "Thanks!" <click> My favorites are when they don't tell me who they are, and have the same "thanks!" response to that question. Sorry, I don't have all of your voices memorized.
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Jun 4, 2009 22:46
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Well, presumably there's a power hookup and it cools the wine, right? Otherwise you're pretty much rackmounting a box.
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Jun 5, 2009 15:23
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Fishstick posted:So where do you draw the line? Do you ghost all machines? If not, what about files saved outside of backed-up locations? You'll virtually always have users going outside IT guidelines or saving poo poo in Recycle Bin and still blaming it on you. In a perfect world you'd make sense, but people don't care about things that are documented until it's too late or it directly affects them RIGHT NOW.
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Jun 25, 2009 12:52
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