r/talesfromtechsupport

I always suspected the tales of users using Tipex or writing directly on the screen with a pen might be apocryphal, but no. A laptop just came in with biro text on the (non-touch) screen. User said they had been asked to sign a document. They knew it wasn't a touch screen too. First one in 40 years. Came off easily with IPA (Isopropyl Alcohol).

They're not stupid, though I have to admit it does boggle my mind a bit, but we've got to remind ourselves just how little knowledge some have of how the magic machine does what it does. Our lives would be easier if computers came manuals like they once did, perhaps with a few pages of computer fundamentals. That said it amazes me how many struggle on without ever considering buying a book or doing a bit of Googling.

Edit: Biro = Bic, TipEx = Whiteout

The customer called in regarding an ongoing ISP webmail issue. I informed him that the issue is currently being investigated and we are awaiting a response from Tier 2 support. Upon hearing this, the customer became highly agitated and began shouting, stating he did not want to wait for Tier 2 and demanded immediate escalation to a supervisor. I explained that an escalation ticket was already active. However, the customer continued to demand a supervisor ticket transfer. I advised him that as a third-party technical support center, we do not have a direct internal routing path to escalate this specific ticket to a supervisor. The customer stated that this issue was disrupting his business operations, used profanity, and stated he was going to hang up before he said something he would regret. The customer then disconnected the call. Maybe have a backup email if you’re gonna act like this issue is World War 3.