Customer: "Hi, last night John was helping us with SAGE, Sally is on the phone to SAGE at the moment and they are helping her with the upgrade. Now on my computer, I can get onto Google and I can get onto other websites...."
Me: "John, can I stop you there? So this is nothing to do with SAGE Accounts then?
Customer: "No. This is about my computer."
Me: "Umm? OK, so what appears to be the problem?"
Customer: "So as I was saying, I can get onto Google and I can get onto other sites but I can't see the Z drive and...."
Me: "Sorry to stop you again John, so basically you cannot access the Z drive on the server? So it's nothing to do with SAGE or the Internet?
Customer: "No, I can't access folders on the Z drive."
I've said it before and I'll say it again: "I can't do 1st Line Support!"
Do you have a jaw-dropping story to tell? Do you need to vent your spleen about an insane event? Then this is the place to post all your story's. Come and join fellow Hivians who feel your pain and get supported too!
My actual name is Pete
Find out Here why I have the username dick_turpin.
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Podcaster. FOSS, Linux & Creative Commons Advocate.
"Be who you are and say what you feel because those who mind don't matter and those who matter don't mind."
First rule of support is to work out what the actual problem is. The customer is generally wrong.
As you know, I'm not "support" however sadly I do have to answer the phone. What scares me is not the fact that people are mind-bogglingly stupid it's the fact they have kids so that there's more of the swine on my beautiful planet! #ShakesFist