techrecovery | (no subject) (Reply)

Is it really too much to ask for the users to have at least SOME coherent idea of what their problem is before they call? Granted, I asked this of my manager and he thinks it probably is.

I just had this conversation. Add your own vague intonation to the user's voice.

User: Hi... I got, uh.... locked up while taking this ... uh... course. Can you help me?
Me: Um, ok. What were you locked up in?
User: It just locked up. I was working with the, you know, training program and it's not working.
Me: Training program? How did it lock up?
User: Well, I hit uh, next twice and uh... now I have question seven... and, uh, um.. it won't let me go back or forward. Should I call the person in this email?
Me: (now starting to finally figure out what she's talking about) What was this training thing?
User: That integrity thing? I don't know.
Me: OK. Have you tried restarting it? It's supposed to save if you exit.

She went to go do that. She hasn't called back yet. I assume she got it, or is bothering the General Consul's assistant, who is the person who sent the email she referred to.

This woman always calls with some incoherent issue. I really want to smack her with a coherency bat.

Besides, I'm getting all the gems this week. My officemate's wife had a baby so he's out all week, which leaves me the only person on the desk until I leave at 4. Then one of the techs gets to take over.