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Tech Support Stories...

I had been doing Tech Support for Hewlett-Packard's DeskJet division for about a month when I had a customer call with a problem I just couldn't solve. She could not print yellow. All the other colors would print fine, which truly baffled me because the only true colors are cyan, magenta, and yellow. For instance, green is a combination of cyan and yellow, but green printed fine. Every color of the rainbow printed fine except for yellow. I had the customer change ink cartridges. I had the customer delete and reinstall the drivers. Nothing worked. I asked my coworkers for help; they offered no new ideas. After over two hours of troubleshooting, I was about to tell the customer to send the printer in to us for repair when she asked quietly, "Should I try printing on a piece of white paper instead of this yellow paper?"

A man attempting to set up his new printer called the printer's tech support number, complaining about the error message: "Can't find the printer. On the phone, the man said he even held the printer up in front of the screen, but the computer still couldn't find it.

And another user was all confused about why the cursor always'moved in the opposite direction from the movement of the mouse. She also complained that the buttons were difficult to depress. She was very embarrassed when we asked her to rotate the mouse so the tail pointed away from her.

Customer: "Hello? I'm trying to dial in. I installed the software okay, and it dialed fine. I could hear that. Then I could hear the two computers connecting. But then the sound all stopped, so I picked up the phone to see if they were still connected, and I got the message, 'No carrier,' on my screen. What's wrong?"

This guy calls in to complain that he gets an "Access Denied" message every time he logs in. It turned out he was typing his username and password in capital letters. Tech Support: "Ok, let's try once more, but use lower case letters. Customer: "Uh, I only have capital letters on my keyboard."

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