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Faulty fault reports

Posted in Funny, Security on January 15, 2010 at 10:03 am

Much of the problem of support is understanding the problem. I have had a major customer talking to support since before Christmas, when I finally got the issue with an accurate description it took an hour or so to fix. I have another customer who has been talking to support also since before Christmas, so far the best fault description to reach me is “it doesn’t work”.

The whole problem is neatly summed up by a friend who works in IT at a college which has a good few ESL students (that’s English as a Second Language if your not au fait with educational TLA’s). One of the ESL students reported that they had lost their bus pass. After checking lost property and referring the student to reception and much messing about it the bus pass was moved on from and the student sat at the computer but it became clear she was having problems logging on.

“What’s the problem?”

“I can’t remember my bus pass!”

Bus pass / password - I can see her confusion.