Mini-rant on unsurpassed levels of ignorance

So far, most days at work have been pretty good. Quite a few have been pretty tough, but they’ve been good for the most part. This morning, however, was just awful.

Seemed like everyone just wanted to get into a fight with me about this thing or that. Interestingly, the worst of them all was this one woman who seemed super nice at first. Unfortunately, her system was completely wonked (it’s a word, especially when System Preferences.app is crashing left and right) and needed an erase and install.

After backing up her Home folder, asking specifically about any other data she might want to save (she pointed out a few folders at the disk root), then asking again about specific applications or anything else, and then again making sure there’s nothing else she wants to save before hitting that Install button to erase the disk (that’s four times now), she then realized (after the erase and install fixed her original problem) that she lost Microsoft Office and claimed that I erased it without telling her. And the icing on the cake? She (of course) doesn’t know where her original install discs are. One word: GRR!

For those wondering, this is exactly why tech support people will pretty much always assume you are a bumbling moronic idiot when helping you through something.

3 replies on “Mini-rant on unsurpassed levels of ignorance”

  1. In these situations, before installing, I just keep saying “Are you SURE that’s ALL you data?” in a really spooky voice over and over until the client is so filled with doubt they run back home and jump under the covers.

    Alternating with “So, that’s everything, huh? Once we press that button there’s no getting it back, you know…” helps also.

  2. Check and check. I did that. In this situation she just either wasn’t listening or heard what she wanted to hear and not what I said. In either case, I’ve now taken to describing a very long laundry list of anything that they may possibly lose if they had installed and have no way to reinstall, which includes Microsoft Office applications. I’m also never again actually hitting the ‘Install’ button myself just to remove even that potential ambiguity. That way, if there’s an issue afterwards, I can always say, “Well, you pushed the button.”

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