techrecovery | My keyboard is broken, so that's an email problem! (Reply)

Please note, I work in the email & remote access queue. There are other queues people can choose to get their calls routed to, like mainframe systems, classified systems, and desktop (which is the "everything else" option--hardware, and all things that people don't know what category they go in).

HER: Yes, I called in a problem ticket yesterday.
ME: OK, and what was that for?
HER: My keyboard.
ME: (this is email?) Your... keyboard?
HER: Yes; it's broken.
ME: (giving her every chance to figure out that maybe she shouldn't have chosen the "email" queue) So, this is a... hardware problem?
HER: Yes.
ME: (ready to get her in with the right people as there's no wait) OK, hardware problems are normally taken care of by your desktop queue, rather than the email queue, so if you hold on for just a moment, I can get you in with--
HER: But I can't GET my email, BECAUSE MY KEYBOARD IS BROKEN!

Um, lady? WTF. You know what that logic says to me?

If the water in your building is shut off, you won't be able to flush the toilet, so you won't be able to use the toilet, so you won't be able to drink water/coffee/tea/whatever you drink, so you won't feel like doing work, so you won't be getting your email, so you will CALL THE EMAIL QUEUE to fix the water in your building?

How about if your car breaks down, you won't be able to get to work, so you won't be getting your email, so you will CALL THE EMAIL QUEUE to fix your car?

How about if the terror alert is set to red, you won't want to go to work at a secure facility, so you won't be getting your email, so you will CALL THE EMAIL QUEUE to STOP THE TERRORISTS?

Holy cow.