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(InfoWorld)   The 12 most dreaded help desk requests   (infoworld.com) divider line 337
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17195 clicks; posted to Geek » on 13 Sep 2012 at 2:26 PM (2 years ago)   |  Favorite    |   share:  Share on Twitter share via Email Share on Facebook   more»



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2012-09-14 07:26:29 AM  
The calls that I get that I also dread are the ones that start saying that my PC Tech already did something to their machine. She makes George from The Chronicles of George look like a tech genius.

For example:
I can't print... I adjusted your screen resolution
I can't access a web page... you're not signed into your computer
 
2012-09-14 07:35:18 AM  

bingethinker: IT people: Don't talk to me like I'm a retard just because I don't know how to do your job. You couldn't do the on-computer part of my job without years of training. And with your poor interpersonal skills, you couldn't do my job at all.


There's a difference between talking to you like you're a retard and talking to everyone using the lowest common denominator. Person A may understand may understand what malware is, while person B will get upset and angry if you use any word but "virus." So IT folks generally tailor explanations to what person B will get. It's not condescension most of the time, it's just trying to be efficient so they don't need to backtrack and re-explain an issue.
 
2012-09-14 08:01:20 AM  
IT is a support function. It's a service. Working with all varieties of people comes with the territory. They even called it a "help desk."

Just remember, when IT hits a real problem, they call some other company's IT who treats them as the "idiot with a problem." It's basically a great big chain of condescending people with specific knowledge to technologies that won't exist in a little while. In theory, they will "keep up" as the years pass, but we've all worked with the older IT guys enough to know that's not really the case. They'll turn to the older technologies to fix modern problems which causes more long-term issues than it fixes. With all that going for it, would you expect to find a lot of intelligent people applying themselves there? Not at all, but even the middle of the bell curve wants to feel intelligent.

If a hair stylist treated you the way many IT people treat others, you wouldn't go back. IT departments are already being outsourced by many companies. It tends to give them better service. It's how they compete in a service field. It's something to think keep in mind the next time a coworker asks for something that seems simple.
 
2012-09-14 08:18:08 AM  

Because People in power are Stupid: Dimensio: Because People in power are Stupid: Rockstone: Well, to be fair, the IT staff at my High School was questionable.
We got free Laptops (public school), but they broke all the time. The person in charge of repair only had one solution to every problem the laptop had- reformat.
"Monitor is cracked? Reformat"
"You say the RAM is bad? Reformat"

If you only have a hammer, you tend to see every problem as a nail.

(That guy needed a hammer so that he could add to his arsenal.)

Of what use would a hammer be should the technician not be a hammer person?

From an IT support perspective, you could just lay it down on a table amidst the office. Perhaps have special instructions located somewhere in the customer support script where the support personnel describe the use of a hammer and suggest it's use to someone who has a problem with their laptop. They could just be on the phone with some customer. They may use the physical device to describe it to the person they're helping and then tell them to get one. The call would almost be done at the point when they get the user to pry apart their laptop and start beating the different components with the dull end. As a final step, have them ship the broken device back to the manufacturer (Customer support level II). Within weeks the manufacturer will replace the malfunctioning device (with a surcharge) and the whole process will reset itself.


It would explain why it took so long for him to repair simple problems
/ The dell tech guys would go on site and repair the laptop... usually
 
2012-09-14 08:18:15 AM  

puppetmaster745: I have been thinking about doing data recovery and side repair jobs. What's the protocol if you find pron of the underage nature?


FBI, immediately. No exceptions. If you're my friend, and I find kid prawns on your machine that you asked me to fix for you, you're no longer my friend. I'm not talking about a picture of someone who might be 17, I'm talking about seeing something where I immediately say "hey, that's a kid".

I'll tell a really, really farked-up story sometime about finding CP on a laptop. Just don't have it in me this morning.
 
2012-09-14 08:33:21 AM  

Silvyrbug: I do online support for a known ISP. Basically our customers call in for support, the only restrictions are 1--we must be able to connect to the customers computer with a hardline, and 2--we cant work on the LAN drivers

(cust calling in because they need to connect their laptop to the wifi)
me: Sir, can you connect your laptop to the router with a network cable?
cust ; Oh its connected...
me: excellent, open up internet explorer please
cust: but i dont have an internet connection
me: even with your laptop connected to the router with a cable?
cust: its wireless, it doesnt need a cable
(facepalm)

or going thru 30 minutes of getting remotely connected to customer, checking the router and computer, only to find the wifi switch is off, then arguing for 30 minutes with said customer about the existence of a wifi switch, only to hear 20 minutes later, 'oh whats this button do?' then see the graphic on the screen as the wifi suddenly oes on, and the laptop "magically" connects 

just the other night i had gone through 45 minutes of a customer troubleshooting as the cal progressed, i found the customer really had no idea what i meant by instructions like:

right click
drag and drop
hit the "enter"key (no lie)
open your browser
close your browser
reboot


im convinced most people shouldnt own a PC, shouldnt own a smartphone, and should just have 2 cans on a string, or bang 2 rocks togeter


If you were my ISP I'd promptly tell you to kiss my ass if you think I'm allowing you access to my PC.


When you walk a 70 year old woman through installing USB drivers for a cable modem on a Windows 95 machine, I'll feel pity.
 
2012-09-14 09:00:58 AM  
"I can't see anything on my monitor!"

/pushes 'on' button on monitor
 
2012-09-14 09:18:29 AM  

bingethinker: IT people: Don't talk to me like I'm a retard just because I don't know how to do your job. You couldn't do the on-computer part of my job without years of training. And with your poor interpersonal skills, you couldn't do my job at all.


Oh binge. We don't think you're retarded. We think you're an asshole.
 
2012-09-14 09:20:11 AM  
Wow. This thread got really nasty after all the users got home.

To the people biatching about condescending IT personnel, look at your own posts herein and maybe you'll see where the real problem lies.
 
2012-09-14 09:24:12 AM  

dramboxf: I cannot believe the left out the utter classic!

Is the Internet down?


Someone recently asked me if the servers were down because her keyboard wasn't working.

/picard-facepalm.jpg
 
2012-09-14 10:02:23 AM  

dramboxf: I cannot believe the left out the utter classic!

Is the Internet down?


I work for an ISP supporting business customers. Used to get that one a couple times a week.

Them: the Internet is down.
Me: no it's not.
Them: yes it is.
Me: No it's not.
Them: yes it is.
Me: no it's not. your connection to the internet is down, but the Internet is up.

Oh, on when I used to work on static DSL I always got some useless consultant on a phone in his car three or four states away from his client.
Consultant: I got a site down at (location). you guys need to check your gear again.
Me: okay. well, I see the modem trained and I can ping from a route server.
Consultant: must be a routing issue farther upstream. check (something he read but doesn't know what he is talking about).
Me: hold on, I'll call the site.
Me: (talking to the site) can you ping (gateway ip on customer owned router)(walks site contact thru pinging said ip)
Site: it says connection timed out.
Me: okay.
Site: wait, it says connection timed out again.
Me: that's fine. What it looks like is...
Site: connection timed out again.
Me: fine, it will do that one more time.
Site: okay... connection timed out.
Me: reboot your router.
Site: where is it? consultant, where is my router.
Consultant: uh.... should be back in the ....
Me: you know where the phone system is?
etc. etc. etc.
at the end of the call I tell the customer to call (HD number) for support and carry on conversation as if the consultant is not on the line and make reference to the fact the consultant just got paid to do what you and I fixed without consultant lifting a finger to assist.

Another good one from our customers in the lower southeast part of the country:
"we ain't got not computers!"

insert gun in mouth, pull trigger.
 
2012-09-14 10:13:31 AM  

Hiro Nakamura: I guarantee that a maintenance pilot isnt going to belittle and criticize a pilot that can't diagnose a problem with a component he's barely aware exists, let alone isnt qualified to maintain.


I see you've never read any aircraft maintenance reports. They're hilarious.

Everyone in the service industry makes fun of the people they have to serve. It's the nature of the beast. You are not special.
 
2012-09-14 10:35:24 AM  

Gonz: puppetmaster745: I have been thinking about doing data recovery and side repair jobs. What's the protocol if you find pron of the underage nature?

FBI, immediately. No exceptions. If you're my friend, and I find kid prawns on your machine that you asked me to fix for you, you're no longer my friend. I'm not talking about a picture of someone who might be 17, I'm talking about seeing something where I immediately say "hey, that's a kid".

I'll tell a really, really farked-up story sometime about finding CP on a laptop. Just don't have it in me this morning.


Try to remember to page me when you tell it. I'm sure it's not a CSB, but sounds interesting.

I was under the impression that if you are in possession in any way of said material, you are in trouble. I'm afraid of how a phone call to the FBI saying that you are in possession of a PC with CP on it would turn out.

There was a news story out a couple of years ago IIRC about someone getting in trouble after reporting unknowingly getting CP in a torrent. I'm afraid to even do the google search to find the story.

I should emphasize that this is not something that I am having to deal with right now, this is just a hypothetical.
 
2012-09-14 10:42:43 AM  

puppetmaster745: Gonz: puppetmaster745: I have been thinking about doing data recovery and side repair jobs. What's the protocol if you find pron of the underage nature?

FBI, immediately. No exceptions. If you're my friend, and I find kid prawns on your machine that you asked me to fix for you, you're no longer my friend. I'm not talking about a picture of someone who might be 17, I'm talking about seeing something where I immediately say "hey, that's a kid".

I'll tell a really, really farked-up story sometime about finding CP on a laptop. Just don't have it in me this morning.

Try to remember to page me when you tell it. I'm sure it's not a CSB, but sounds interesting.

I was under the impression that if you are in possession in any way of said material, you are in trouble. I'm afraid of how a phone call to the FBI saying that you are in possession of a PC with CP on it would turn out.

There was a news story out a couple of years ago IIRC about someone getting in trouble after reporting unknowingly getting CP in a torrent. I'm afraid to even do the google search to find the story.

I should emphasize that this is not something that I am having to deal with right now, this is just a hypothetical.


I would imagine that if you are not the owner of the system that has the stuff on it, it would not be you that gets into trouble.

Tech Guy: Hello, FBI? I was repairing this persons' computer and I noticed some pictures that appear to be child pornography. What do I do?

FBI: This is very serious. Please surrender the system at [Location] and provide details about computer's owner.

Tech Guy should be getting a medal for turning that shiat in.

If you download it in a torrent, I'm not sure how that works out. The assumption is you weren't attempting to willingly download CP, so you don't have a motive. However, they might end up getting you on something else. Like trying to download the Hurt Locker and getting a GB of child porn instead.
 
2012-09-14 10:50:48 AM  
This is cliche as hell, but this actually happened to me.

Was the unofficial IT guy in an office of about 100 people. IT wasn't my job, I was a salesperson, but any time someone had a computer problem or someone needed to talk to the real IT folks in the main office, they would call me in.

I got called across the building to check out a computer that was running, but nothing was on the monitor. Yeah, the monitor was turned off.
 
2012-09-14 10:53:06 AM  

Villemus Fortis: Them: the Internet is down.
Me: no it's not.
Them: yes it is.
Me: No it's not.
Them: yes it is.
Me: no it's not. your connection to the internet is down, but the Internet is up.


See, this is why you're an IT helpdesk douchebag. Zero interpersonal skills whatsoever. Of course the person isn't calling to tell you that the ENTIRE INTERNET ACROSS THE LAND is down you farking dick. Instead of debating semantics with them, why don't you just farking help them?
 
2012-09-14 10:56:39 AM  

Celerian: I would imagine that if you are not the owner of the system that has the stuff on it, it would not be you that gets into trouble.


It depends on how you define "into trouble."

CSB: I worked at a local beige-box store/repair shop many moons ago, and was the primary tech responsible for data recovery. I was privileged enough to see a lot of really creepy shiat in my time there, all of which I was contractually obligated to keep the fsck to myself. One of the other techs often let curiosity get the better of him, and would go through customers' recovered data at his leisure. Well, one day, he found some questionable material and decided it would be the upstanding thing to do to report this customer to the cops.

Local boys showed up to confiscate the machine in question, then the ABI showed up to confiscate every single piece of electronic hardware on the premises. Our company workstations? Gone. Other customers' computers? Gone. Cell phones? Gone. Entire collection of faulty hard drives, used for sourcing parts? Gone.

The owner nearly went out of business over that, and I had to go a couple of months without a paycheck. Lawsuits from customers, legal fees to defend against material found in the pool of broken hard drives, fighting for years to convince LEOs to return equipment necessary to do our work.

Hell, as far as I know, the guy never managed to get any of his company workstations returned. I always made fun of him for duplicating his electronic records with a paper filing system, but that's probably what ultimately saved his business... and his hide.
 
2012-09-14 12:46:27 PM  

Grither: douchebag.


Grither: farking dick


And this is why you get the run around all day long.
 
2012-09-14 12:48:23 PM  
Just imagine getting this request for help:

"alright, without going into too much detail, here's the situation:
I am TFing in my boxers, and sitting on a chair that has slightly spaced out planks. Suffice to say that part of me is now lodged, and any attempt to move just pinches the crap out of me.
Can't move, need advice, soonish.
Oh god it hurts."
 
2012-09-14 12:53:28 PM  

fluffy2097: And this is why you get the run around all day long.


Right, someone calling up and saying "Hey, the internet is down" and you being a purposefully obtuse, socially inept, sex-starved, pizza-faced nerd reply with "Herf derf, no it's not, durr the internet is up! Maybe you mean *your* internet is down?" definitely means it's the guy who called with the simple question who is at fault.
 
2012-09-14 12:57:37 PM  

Snarcoleptic_Hoosier: I do some on the side repair jobs (mostly friends-of-friends to get a little extra spending cash), and I ALWAYS ask "Is there going to be anything I don't WANT to find (porn)?"

Answer: "No, I don't look at that stuff"

If they lied, it costs extra AND I take a screenshot of the offending item for my collection. It goes in my "Oh Internet" folder.


A Farker doesn't want to find porn? Are you a bot?
 
2012-09-14 01:00:44 PM  

fluffy2097: And this is why you get the run around all day long.


And fortunately, the IT dept at my job is manned by socially well adjusted, friendly people. That's what you get when you pay good money for them. I just find the whiners in this thread with the maturity of a 12 year old to be ridiculous.

/also, I have to be at the gym in 26 minutes
 
2012-09-14 01:06:27 PM  

Grither: Hey purposefully obtuse, socially inept, sex-starved, pizza-faced nerd! Fix my computer


You must hate yourself.
 
2012-09-14 01:44:27 PM  

Glenford: What about the moronic answers that we users get from the "help" desk? My two favourites are:

1. Hang on while I google that
2. I dunno, have you tried re-booting it?


Yeah. It's very annoying when you call with a problem and soon conclude that you know more about it than the person you're talking to.

leftteffticle: Truth.. it amuses me to no end that people think I am some kind of a superwoman, genius, or magician because I can do things for them that are extremely simple (to me) but insurmountable tasks to them. I work for a university so I'm generally dealing with a pool of PhD students and professors (which, I know, I know.. doesn't mean they're actually intelligent, but they're SmartTM) and it's basically the greatest thing when some Important Guy gushes over me for 5 minutes because I rebooted his computer and things worked again or something like that.


Professors??? Back in the 80's in college I was a lab assistant in the computer lab on campus. Once we ran the usual computer literacy class for the professors. Talk about a pack of idiots! Then to compound the problem they utterly would not listen to us lab assistants because we were mere students--never mind that every one of us on duty that day had far more knowledge than the job required.

It turned into a total farce--the totally harried teacher who was running the class at least figured out that we knew what we were talking about. Thus he would go to help someone and get a 15-second description of the problem from one of us (we had the day-to-day experience of actually seeing what mistakes caused what sort of error so we could usually say exactly what they had done wrong without actually seeing them do it) and then proceed to explain it to the teacher. Despite the fact that it was totally obvious that he was trusting our evaluation (admittedly, we spoke computerese to him, it's unlikely they would follow exactly what we were saying) yet they wouldn't even acknowledge our existence, let alone accept help from us.

Tom_Slick: The worst call I ever got was when I was working for MCI, this was in 1998, the call went like this, "Our entire network is down, nobody can find the server, the printers are all offline, and I can't get my e-mail."

My response was Oh shiat.

/A lightening strike in the night had wiped out the hub and 12 network cards. Everyone in that department got to take a 4 hour lunch that day.


My worst: "My computer is missing". The end result: Over 90% of the computer equipment in the whole place had been stolen. They took an entire pickup-load (the pickup was one of the things they stole) of stuff. Fortunately they ran out of space before taking the servers. (They *DID* take the backup tapes!)

wmoonfox: xnecron: Also, #2 is bullshiat.

Most users live in fear of a software or hardware refresh.

There were pretty much two distinct categories with my users: the people for whom an upgrade would make the least impact (finance, management, etc.) were always chomping at the bit for the latest hardware, while the people who would benefit the most from such an upgrade (developers, road techs, etc.) were utterly horrified at the notion.


Of course. We know how much work it's going to be to get everything set up the way we want it.

Gone In 26 Minutes: I've been doing this for about 10 years. Some people just need you to confirm things or push a button. After a while, you learn who knows what they're talking about by their tone and their word usage. Sometimes they DO know what they're doing, but they just can't do it because they are physically incapable of doing so without admin rights or because it's just out of their hands (ISP issues especially.)


Yup. There are a few like that. They also have that rarest of skills--the ability to accurately read to you what's on their screen.

Occam's Nailfile: Here's an idea:

When we call in with an issue, don't start with the assumption that we're completely retarded. We might actually save you time if you ask us, or allow us to tell you, the actual farking symptoms of the problem.

I know for damned sure that if I can ping-t my router, and your router, and don't drop any packets, but can't trace any farther out, the problem isn't a farking loose ethernet jack. If I can ping any external IP from a command prompt, but not any external website, the problem is not going to be solved by upgrading my farking browser. If I can surf every website in the world besides our corporate site, have cleared my caches, and the problem exists no matter what PC or device I tried to use, and no matter what network I use it from, "you must have done something" isn't a logical farking reponse! If I can't get to my website, can't get to any other websites hosted on the same shared server, but can get to every other website on earth, I can guaran-farking-tee you that the problem is not my farking network card.


And while you're at it quit the stupid script when it doesn't make sense. Quit telling me to directly connect a freshly installed XP SP0 box to the modem. He wasted an hour on this nonsense, utterly unwilling to accept anything else. When I finally proved to him that a direct connected box still failed then he actually tried to find an answer--it took 5 minutes to figure out his installer got a digit wrong in the modem's MAC address.
 
2012-09-14 02:02:52 PM  

Grither:
And fortunately, the IT dept at my job is manned by socially well adjusted, friendly people. That's what you get when you pay good money for them. I just find the whiners in this thread with the maturity of a 12 year old to be ridiculous.


I'm betting they haven't been at it long, or they're getting paid really really really well. Most IT related positions, you don't get paid enough for the levels of stupid you get.

Also, "the internet is down" etc isn't being obtuse, it's being specific. I'll offer an analogy. You bring your car in to the mechanic. He / she asks what's wrong. "No cars are working". Now, would you be at all surprised if the mechanic then pointed to all the cars on the road and pointed out that cars were, in fact, working? Well, it's the same thing. We NEED specifics in order to help. And it's not as if computers and the internet are a new thing, albeit in relative terms perhaps they are. By now, people should be able to know the difference between their internet connection and the internet as a whole.

also, I have to be at the gym in 26 minutes

I have nothing to add to this, so here is something that makes me giggle.

web.mit.edu
 
2012-09-14 02:46:49 PM  

Mr_Fabulous: Oh great, one of these threads again. Wah! I'm being paid to provide a service and some people actually need my help. Wah! I hate being actually useful, I'd rather be a snotty, entitled perpetual adolescent because I know how something works and you don't. Wah!

News flash... Everybody working in the service economy is doing something for clueless clients who probably should know better, yet don't. It's why we keep bringing home paychecks; it's why we're needed in the first place. Get over yourself.


You ever work their job? Experience the things they have to go through, the rampant block-headery that will eventually wear at the most resolute, tolerant, saintly patience? You count yourself lucky you weren't saddled with some of the greatest boneheads that others have had to suffer. I have been witness to such levels of unrepentant stupidity, that it would have made both Ghandi and Mother Teresa eat a box of kittens. And I don't even do that kind of work, but have been there to see the wanting to reach through a phone line to strangle. Get over your own self, be thankful someone recognized you can't handle the really insane things the better qualified have had to bang their brains up against, and then go stick your head in a pig. To quote Orson, "No amount of money is worth this......"
 
2012-09-14 02:50:23 PM  
if you can't handle easy freakin requests like that do not go into IT.

These are TOTAL noob helpdesk issues that you can fix in MINUTES. You should be glad to get an issue like this. You can fix it, close your ticket, and be back to farking in 5 minutes.
 
2012-09-14 02:58:04 PM  

Grither: Villemus Fortis: Them: the Internet is down.
Me: no it's not.
Them: yes it is.
Me: No it's not.
Them: yes it is.
Me: no it's not. your connection to the internet is down, but the Internet is up.

See, this is why you're an IT helpdesk douchebag.


Unfortunately he's right man...you are a dick if you take that attitude with customers (even if it's different words). And you'll be stuck in your current job until they eventually get sick of your shiat and fire you.

Don't hate the messenger man I'm just trying to help you out. I've moved from an ISP helpdesk guy back before Y2K to a systems admin nowadays. You're never going to move up past helpdesk level unless you can convince your boss your believe in the corporate propaganda....even if you have to fake it...I sure as hell know I have to fake it.
 
2012-09-14 03:27:45 PM  
I can handle stupid end users, but I can't handle stupid Tier 1 agents. It's getting a lot worse as of late with them transferring stuff to me with absolutely noting done. For the sake of the end user, I don't even bother pushing back any more and just help them out...
 
2012-09-14 03:43:56 PM  

Optimal_Illusion: Mr_Fabulous: Oh great, one of these threads again. Wah! I'm being paid to provide a service and some people actually need my help. Wah! I hate being actually useful, I'd rather be a snotty, entitled perpetual adolescent because I know how something works and you don't. Wah!

News flash... Everybody working in the service economy is doing something for clueless clients who probably should know better, yet don't. It's why we keep bringing home paychecks; it's why we're needed in the first place. Get over yourself.

You ever work their job? Experience the things they have to go through, the rampant block-headery that will eventually wear at the most resolute, tolerant, saintly patience? You count yourself lucky you weren't saddled with some of the greatest boneheads that others have had to suffer. I have been witness to such levels of unrepentant stupidity, that it would have made both Ghandi and Mother Teresa eat a box of kittens. And I don't even do that kind of work, but have been there to see the wanting to reach through a phone line to strangle. Get over your own self, be thankful someone recognized you can't handle the really insane things the better qualified have had to bang their brains up against, and then go stick your head in a pig. To quote Orson, "No amount of money is worth this......"


I did the job, and everyone complaining sounds like whiny biatches.
 
2012-09-14 04:19:20 PM  
Ok, it's time for another CST (Cool Story Tech)

Client calls in and asks if our servers are down:
Me: Not that I know of, what happens when you try to get to our website?
Him: Well, I can get to your website, but I can't log in.
Me: Let me check your account credentials... looks like everything should be ok, what error are you
getting when you try to log in?
Him: Oh, I can log in, but my personal page isn't loading.
Me: Ok, what error are you getting when you attempt to access your personal page?
Him: Erm, well, it's not the whole personal page, just my listed status, I took an exam last week and my
status hasn't been updated.
Me: Sir, as you were notified, exam results will be sent out in a few weeks, your status will be updated
then, Is there anything else I can help you with?
Him: No, I guess that's it.

/Was perfectly polite to him
//told the rest of our IT group right after
///after we all facepalmed we laughed and laughed and laughed.
 
2012-09-14 04:22:32 PM  

Girion47: I did the job, and everyone complaining sounds like whiny biatches.


I've done a lot of hiring for the job, and you sound like the guy with the BA who only got his foot in the door because he's related to a VP.
 
2012-09-14 04:46:57 PM  

wmoonfox: Girion47: I did the job, and everyone complaining sounds like whiny biatches.

I've done a lot of hiring for the job, and you sound like the guy with the BA who only got his foot in the door because he's related to a VP.


Nope, I did the job to pay for my BS so I could get away from that deathtrap of a job. So many guys there in their 40's and 50's that felt that it was a real job worth thinking of in the long term. It wasn't depressing because of the people I helped, it was depressing because of my coworkers having no ambition beyond where they were.
 
2012-09-14 09:30:29 PM  

Because People in power are Stupid: Mikey1969: Because People in power are Stupid: YixilTesiphon: Because People in power are Stupid: YixilTesiphon: TsarTom: "I'm legally blind, but I'm a confident and fiercely independent woman. I'm new on this job and I DON'T want anyone thinking they made a bad hire, so don't even ask me to bring in a co-worker. I can't see my screen beyond a slight glow and have literally never worked with computers before. Now then, I'm told that our monthly reports are not uploading correctly, and that is all I know. What do I have to do to fix it?"

The call that lasted FOREVER.

Come on, you can't leave us hanging like that. Did you immediately send an email to her supervisor? What happened?

Yeah, hopefully she got fired for being handicapped. Those people have all the advantages of special parking (Damned government intervention). What business did she have calling a technical support line anyways?

I know everything I say makes you foam at the mouth with rage, but are you suggesting that they should have kept a woman who can't use a computer at this job which requires using a computer?

When I worked at a hospital in Phoenix, we had a speech pathologist who was blind. Most people who are blind need to learn how to solve things by themselves, so that when there is nobody around to help _ they are not dead in the water.


I do believe that she had to take extensive notes on a computer as part of her job. Her blindness was not the whole of what defined her career.

That being said, the idea that some technical support person from some company should try to get some blind person fired because helping them is inconvenient -is repulsive... Kinda like your worldview.

This one is a tough call... Yes, if she misrepresented herself, then she shouldn't have a job, but at the same time, disabled people have to work twice as hard to prove that they are not a liability that this woman may have just been overcompensating. She still should have had a sighted person around to help verify stuff. Just ...

Here's the deal. A speech pathologist is not an everyday sort of "schlub job". They are actually quite professional and there is more of an art to it than let's say -delivering margaritas to drunks. In fact it requires the ability to detect pathology by using your ears. Some people are better at it than others.

That being said, this person is pretty much on the "needed" level as a nurse or a physical therapist. So if that person needs specialized help with using a computer -then she should get it.

Now, if the people misrepresenting their skills with technical support can't provide support to someone because they are blind -then they should advertise it or at least display it in their contract. Otherwise, spend the farkin' time with the blind person to help them.


Two jobs ago I supported a userbase that had two completely blind workers. I had no problem supporting them. In fact, i found it easier to support them without remoting into their systems and just verbally walk them through what I needed them to do. The used something called Jaws that audibly read what was on the screen and some kind of tactile feedback mice that let them feel the edges of the windows. It was always a little funny as I listen to them entering in their passwords over the phone as everybody around them could hear it going into the dialog box. They were also pleasant to work with. It just takes patience and empathy.

Now the hearing impaired workers... They were real aholes but everybody still got supported. It's just a job.
 
2012-09-16 04:51:37 AM  

Babwa Wawa: UberDave: I can see those as annoying but are they really that big of a deal? Most are simple to solve. The calls that should be "dreaded" are the ones that are legitimate but they can't solve

Yeah, this is just a sysadmin biatch list. You want to know what I dread? "The data center's on fire".


I've actually had THAT call (or something similar).

Two guys with JCB's went through both of the grid feeds. The relay to control the battery backup went spastic and started flipping between the two packs and as the packs had power it never failed over to the generators.

A whole data centre dead. That one was FUN.
 
2012-09-16 07:50:50 AM  

Vaneshi: Babwa Wawa: UberDave: I can see those as annoying but are they really that big of a deal? Most are simple to solve. The calls that should be "dreaded" are the ones that are legitimate but they can't solve

Yeah, this is just a sysadmin biatch list. You want to know what I dread? "The data center's on fire".

I've actually had THAT call (or something similar).

Two guys with JCB's went through both of the grid feeds. The relay to control the battery backup went spastic and started flipping between the two packs and as the packs had power it never failed over to the generators.

A whole data centre dead. That one was FUN.


I used to run a data center for the military, and we'd have to give tours. An air force colonel hit the EPO one day because he figured he'd drill us on an emergency.

What an asshole.
 
2012-09-16 04:19:06 PM  

Babwa Wawa: I used to run a data center for the military, and we'd have to give tours. An air force colonel hit the EPO one day because he figured he'd drill us on an emergency.

What an asshole.


Oh, wow. I'm pretty sure that would result in jail time at my current position.
 
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