Customer Support Calls
Compaq is considering changing the command "Press Any Key"
to "Press Return Key" because of the flood of calls asking where the "Any"
AST technical support had a caller complaining that her mouse
was hard to control with the dust cover on. The cover turned out to be
the plastic bag the mouse was packaged in.
Another AST customer was asked to send a copy of her defective
diskettes. A few days later a letter arrived from the customer along with
photocopies of the floppies.
Another Dell customer called to say he couldn't get his computer
to fax anything. After 40 minutes of trouble-shooting, the technician discovered
the man was trying to fax a piece of paper by holding it in front of the
monitor screen and hitting the "send" key.
A confused caller to IBM was having troubles printing documents.
He told the technician that the computer had said it "couldn't
find printer". The user had also tried turning the computer screen to face
the printer - but that his computer still couldn't "see" the printer.
An exasperated caller to Dell Computer Tech Support couldn't
get her new Dell Computer to turn on. After ensuring the computer was plugged
in, the technician asked her what happened when she pushed the power button.
Her response, "I pushed and pushed on this foot pedal and
nothing happens." The "foot pedal" turned out to be
the computer's mouse.
True story from a Novell NetWire SysOp:
Caller: "Hello, is this Tech Support?"
Tech : "Yes, it is. How may I help you?"
Caller: "The cup holder on my PC is broken and I am within
my warranty period. How do I go about getting that fixed?"
Tech : "I'm sorry, but did you say a cup holder?"
Caller: "Yes, it's attached to the front of my computer."
Tech : "Please excuse me if I seem a bit stumped, It's
because I am. Did you receive this as part of a promotional, at a trade
show? How did you get this cup holder? Does it have any trademark on it?"
Caller: "It came with my computer, I don't know anything
about a promotional. It just has '4X' on it."
At this point the Tech Rep had to mute the caller, because
he was laughing too hard. The caller had been using the load drawer of
the CD-ROM drive as a cup holder.
Another IBM customer had troubles installing software and
rang for support. "I put in the first disk, and that
was OK. It said to put in the second disk, and had some problems with the
disk. When it said to put in the third disk - I couldn't
even fit it in..." The user hadn't realized that "Insert
Disk 2" meant to remove Disk 1 first.