Tales from the dumb side.....tech support hell

you cant make stuff like this up.

ONLINE SCHOOL TECH SUPPORT

Case: Student trying to log into class and keeps getting wrong username/password error.
 

-Tried on two different computers, one XP  the other Windows 7. 

Tried it in IE 6 (Yes, he still has IE 6!) and 8, Firefox 2.0 (Again, yes he had a version of FF that low)  and 4.0 and every other browser you can think of and still no go....Escalated to level 2

Chat with L2 about the case:

(2:37:07 PM) L2: it is important to get the userid so we can look it up
(2:37:19 PM) support: user id?
(2:37:27 PM)  support: i thought that was only in classrooms
(2:37:31 PM) L2: main reason they will get that message is because their training has already expired or still out in the future
(2:37:39 PM) L2: so this was elo?
(2:38:11 PM) L2: the ***** ELO has some labs that only offer 4 hours of access (controlled by *****)
(2:38:42 PM)  support: i didnt know that, Vince didnt mention a time limit
(2:38:54 PM) L2: i will follow up with them.. just wanted to give you a heads up on why that message usually comes up
(2:39:09 PM) L2: expired access or not yet ready access
(2:39:24 PM)  support: he gets the error that the credentials are wrong
(2:39:34 PM) support: and he was in contact with the instructor over that
(2:39:58 PM)  support: oh yeah i forgot to mention, others have no problem using their provided logins
(2:40:07 PM) L2: ah so this is ilt
(2:40:24 PM) L2: then we def need the username they are trying to access.. calling him now
(2:43:12 PM) L2: ipt50010 was the username .. so you recognize it
(2:43:18 PM) L2: will be similar
(2:43:44 PM)  support: thanks
(2:51:30 PM) L2: you sitting down?
(2:51:38 PM)  support: yes
(2:51:39 PM) L2: didn't eat too much lunch, ready to laugh
(2:51:39 PM)  support: yes
(2:51:53 PM)  support: caps lock?
(2:51:59 PM) L2: he was typing the password in the username field and the username as the password

And people laughed at me for suggesting tiered tech support

Laugh at me now!

later skaters

Tales from the dumb side.....tech support hell

Dial up internet! Believe it or not there are some out there still using such as service.  Sadly in some parts of North America its still all they can get.

Peep this....

Caller: I would like a service call to set up my internet.
ME: Sorry Ma'am but we do not do service calls.
Caller: Well I want a service call! I've got internet, it once worked and now it doesn't.  I want someone to come out and install the internet!
ME: Ma'am you've reached technical support maybe I can help?
Caller: Well I want someone come here and install my internet.
ME: Well ma'am as technical support I am here to help but I can not set up a service call to install the internet as your on dial up.
Caller: I know that! I'll look else where for internet installation.

And that folks is exactly how it went.  Some people are just that dumb.  I don't even think she noticed I was trying to help.

A service call to set up dial up internet ?!  Hardy har, har