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Jul. 24th, 2005 09:53 pm![[identity profile]](https://www.dreamwidth.org/img/silk/identity/openid.png){kind=small}
agentz.livejournal.com posting in ![[community profile]](https://www.dreamwidth.org/img/silk/identity/community.png){kind=small}
techrecoveryI know we all get users like this sometimes, but I don't often have to work Service Desk these days (am doing 2 days this week as we're short-handed) and, well, this was one of my conversations on Friday...
It was a user who had what sounded very like an intermittent power supply problem with her Dell GX270
Z: I need to get the service tag number of your PC, so what I'd like you to do is to open the gray door on the front of your PC where the silver Dell badge is and read out what it says on the label to me.
User: Where do I find that?
Z: See where the power button on your PC is? The round button on the bottom bit in the middle? Well just to the left of that is a round shiny silver Dell badge - open the gray flap by pulling on the left hand side.
User: What? Beside my Start button?
Z: No, not on your screen, on the PC itself near the button you push to turn the machine on, just to the left of that, where it says Dell
User: Ha, ding dong bell, I don't have a picture of a bell, I have a picture of a little square, a circle with a line down it with one half in white, a picture of a little sun and a few little green lights
Z: No, thats your monitor, the other box underneath that, you know where you put disks? (98%+ of our desktop users have standard desktop Optiplexes with the monitors placed on top of the boxes))
User: Oh that bit, yes I see a silver Dell badge now, sorry I'm not very good with computers
And so the conversation went on, it took me another couple of minutes to explain to her how to open the little gray door (at one point she had the CD Rom open), where to find the service tag label, and to explain that it wasn't the Express Service Code I needed, it was the shorter number that says Service Tag next to it that I wanted her to read me.
It was a user who had what sounded very like an intermittent power supply problem with her Dell GX270
Z: I need to get the service tag number of your PC, so what I'd like you to do is to open the gray door on the front of your PC where the silver Dell badge is and read out what it says on the label to me.
User: Where do I find that?
Z: See where the power button on your PC is? The round button on the bottom bit in the middle? Well just to the left of that is a round shiny silver Dell badge - open the gray flap by pulling on the left hand side.
User: What? Beside my Start button?
Z: No, not on your screen, on the PC itself near the button you push to turn the machine on, just to the left of that, where it says Dell
User: Ha, ding dong bell, I don't have a picture of a bell, I have a picture of a little square, a circle with a line down it with one half in white, a picture of a little sun and a few little green lights
Z: No, thats your monitor, the other box underneath that, you know where you put disks? (98%+ of our desktop users have standard desktop Optiplexes with the monitors placed on top of the boxes))
User: Oh that bit, yes I see a silver Dell badge now, sorry I'm not very good with computers
And so the conversation went on, it took me another couple of minutes to explain to her how to open the little gray door (at one point she had the CD Rom open), where to find the service tag label, and to explain that it wasn't the Express Service Code I needed, it was the shorter number that says Service Tag next to it that I wanted her to read me.
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Date: 2005-07-24 09:14 pm (UTC)Sorry, mini rant.
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Date: 2005-07-24 10:37 pm (UTC)no subject
Date: 2005-07-25 12:59 pm (UTC)no subject
Date: 2005-07-24 11:18 pm (UTC)no subject
Date: 2005-07-25 04:40 pm (UTC)*sympathy*