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I broke my own #1 troubleshooting rule

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Ken Layton:


--- Quote from: RandyT on August 14, 2014, 12:45:48 pm ---
--- Quote from: mgb on August 14, 2014, 12:09:44 am ---He said the left side gun didn't work.

--- End quote ---

"Red herrings" in the problem identification phase waste a lot of time.  The number 1 rule is: Never rely on the customer's (or co-worker's) assessment of the issue when you are able to assess it personally. :)

--- End quote ---

How true that is!

Slippyblade:

Ranks up there in tech support as well...

Customer: I keep getting an error message...
Tech: What is the message?
Customer: I don't know.
Tech: Can you pull it up and read it to me?
Customer: No, I'm in the car on the way to work.

Ugh.

zanna5910:


--- Quote from: Slippyblade on August 14, 2014, 05:40:09 pm ---Ranks up there in tech support as well...

Customer: I keep getting an error message...
Tech: What is the message?
Customer: I don't know.
Tech: Can you pull it up and read it to me?
Customer: No, I'm in the car on the way to work.

Ugh.

--- End quote ---

+1 LOL, there are SO many flavors of this.

We always joke about when clients send email about their email being down.

mgb:

Where I used to work, we had first generation blackberrys and we had an it guy that was in charge of all the phones.
My phone had an issue a few times where a number of letter keys wouldn't work.
I knew pulling the battery and putting it back in fixed it but just to be funny, I would always send him an email using the phone to explain the problem.
He was kinda a boring guy, so he never laughed.

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