Client Drags Ticket Out For Days, Didn't Have Her Device Plugged In

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mattstaff
Jul 18, 2021 2:00 PM EDT

Our hearts truly go out to the people in this world that are working tech support. By its very nature the standard tech support job unfortunately brings with it the inevitable series of impossibly testy and ignorant customers. It's honestly a wonder that some of these people are able to make it in this day and age with things being as technologically-infused as they are. It sounds like this particular client wasted people's time to no end, and couldn't have cared less about it. For another ridiculous tech support tale check out the time that a customer believed that the internet literally runs on magic. 

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  • 01
    Font - r/talesfromtechsupport + Join u/HoungryHoungryHippo · 3d 2 Client get multiple parties involved and drags a ticket out for days all because she didn't have her device plugged in... Long I work in hardware/software support for a company that makes medical equipment and distributes to hospitals. I got a support ticket Monday from someone who works in the IT department for a network of regional hospitals. A doctor had shipped him one of our devices (from an hour away), requesting he reach ou
    via u/HoungryHoungryHippo
  • 02
    Font - So he calls her, puts her on speaker, and after he explained I had some questions about the device, she immediately started yelling. I was listening to her 2nd hand; through the speaker of that guy's cell phone into his work phone's microphone and then out through my headset earpiece. Needless to say, her yelling was almost unintelligible. After she stopped yelling and I could get a word in, I asked her what the specific problem was and she again went on another tirade, except I heard her
    via u/HoungryHoungryHippo
  • 03
    Font - I tell her due to it being a connectivity issue, there are several troubleshooting steps we need to take before determining that repair service is needed. She then just cursed once more, says "I don't have time for this" and hung up. Its silent for a few seconds and then the IT guy goes "a real treat, isn't she?" and asked what we can do from here. I ask him if its at all possible for him to get access to the specific terminal she was using so we can troubleshoot and of course he says no,
    via u/HoungryHoungryHippo
  • 04
    Font - A few days pass and l'm hoping and praying that l'm not the unfortunate soul to get the call from her when she finally calls in. Begging the gods to inspire her to submit her ticket via email so I can talk to her that way. But no, bright and early Thursday morning, my very first ticket of the day, I get the phone call from her. This is (vaguely) how it went: Me: This is HoungryHoungryHippo from indescript medical company. How can I help you? : after a few seconds of silence, she finally y
    via u/HoungryHoungryHippo
  • 05
    Font - she then rattles off the ticket number as fast as she possibly could. I had to ask her to repeat it slower. She sighs and repeats the ticket number except this time, as slow as she could, obviously mocking me. Which I just ignored. I pull up the ticket, realize who I'm talking to, and my heart sinks Me: Oh I see it. You were having connectivity issues? If you could just... she cuts me off DB: How long is this going to take? Calling you for help is always a nightmare. Me: Well if you'll le
    via u/HoungryHoungryHippo
  • 06
    Font - I remote in to her computer to check a few things. The device isn't showing up in the device manager (it connects via USB). I ask her if its currently plugged in and, in her signature ask if she can try a different USB port. She asks "do you mean one of the ports on the computer?" and then I instantly knew what the problem was. I asked her if she was connecting to a USB hub and, if yes, to make sure the USB hub was connected to the computer. Sure enough, it wasn't. She was blowing a gaske
    via u/HoungryHoungryHippo

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