Learning the simplest of things

Well, here i go again. How often do us helpdesk people get calls about something that should be KNOWN by a person before even attempting to use any programs.

When you get a call about how to use the simplest of windows functions (i.e. minimise, maximise, restore, close buttons etc) it becomes really annoying to think that you are providing them with instructions on how to use a computer. We are not here for that sort of thing. it should be a requirement of all software that the person has some basic knowledge of the operating system before they start.

How do you simply say to the person "Go and get some instructions on using your computer before wasting my time any more!!!".

If anyone has a website that is able to simply and easily explain to these people how to use windows please leave a comment about it.

L-I-N-U-X - thats an operating system

This is an hilarious read - CentOs even were threatened with the FBI!
The comments are almost as funny as the original post.

We happily use CentOS and Apache on our main web server.

Who's fault is it.??

The question has been raised recently - who should pay for the time involved in fixing a problem that isn't actually related to the fault they rang about.

I know that is a cryptic question but the longer explanation is following.

The caller rang up saying that the application involved was continually crashing their computer and was costing them lots of downtime and lost worktime etc. After nearly 4 hours of diagnosing and many expensive long distance phone calls let alone the time involved or wasted in the diagnosis - the fault is finally found to be another companies rival software installing system files that conflict or corrupt the original application.

Now how do we ever prove that they have purposefully or innocently made their application corrupt ours. Who do you bill for that lost time. Or do you simply put it down to "Customer Service"

This question has been raised a number of times by all of us - and no one can come up with a correct answer. The following could be some possible outcomes

1. Bill the Customer - The customer decides that they are paying too much and will go with the competitor instead. This means lost business

2. Bill the Competitor - They then turn around and bill you for any faults that they claim are from your software affecting theirs. This could then be put further into them falsely claiming against your software. Result --> your company could go broke

3. Take it on the chin - Well this seems to be the most common option taken by everyone. The problem here is that you still really do lose out. Why should you be supporting someone else's application when they couldn't be bothered to write it properly in the first place. On the up side - your client remains happy and you don't end up with a war between companies.


Well i have had my little whinge for the day. I will be posting this on my other blog as well. It is at a new address. http://rohansramblings.connect2us.net

Oops i did it again!!

Now, This is a very quick and simple comment.

Some people need to understand that when a file is corrupted that means that you can't get the data from it. Particularly when that file is an archive. It is also amazing how many people do not know how to use Winzip or Winrar

I suppose that sometimes the language barrier between and english and chinese speaking persons might be a major factor in the inability to determine a fault. However it is strange that when the words "Can't be done" get mentioned that suddenly they understand every word.

Well that is all for today - a rather simple Rant and rave.

Drivers License for Computers - Repost

This is a repost from "RAMBLING ROHAN" blog.

To sum things up simply - people should be issued a license of sorts before using a computer.

My thoughts behind this are simple - while working in a Tech Support call centre i experienced one of the weirdest calls i have ever had the misfortune to take.

Whilst asking a female client to click on the start button i heard a tapping sound followed by the responce "It isn't working" - this ended up being the lady TAPPING ON THE SCREEN to get the start button to work. Now i had to stop myself from bursting with laughter and try to compose myself enough to ask the question - "Now you are using your mouse and clicking on the start button aren't you.". This was followed by an extremely long silence and a subtle "yes".

It just amazes me that people are so silly as to attempt to use a very advanced program without any experience in computers at all.

To top it off the same person called back the next day and wasnt able to print. The short story is that she hadn't even turned the printer on. I mean without being nasty - how stupid can you be. If it doesn't print check that it is turned on first i guess.

Well enough for today. I am guessing that my ranting will lead towards the same lines as BOFH
as this seems to be the way things are heading for me. Stupid people doing stupid things.

Investment portfolio helpdesk

I am working on a helpdesk at the moment - assisting about 8 investment gurus who are managing about $20 billion between them. Today I had to find $94 million that was missing. Wasn't much. Fortunately someone had just entered a couple of $10 million dollar payments twice and then the other $50 million was another double count due to a complication in calcuating portfiolio size.
Ended up alright.
The worst thing was the fact that the connection to the trading server was lost in the middle of the reconciliation and we had to reconnect.

Welcome to Helpdesk Hell

This is the start of the newest blog supported by Connect2us.net. We will be posting here some of the best and worst stories from helpdesk staff around the world. We will ensure that under no circumstance will we ever reveal any persons details whom are mentioned in the blogs.

All names of posters will also be changed and will never be revealed.