Why is it that when people call technical support, they sometimes (oftten) explain in detail what was working, how it was working, what they liked about it working, before ever mentioning that they have a problem now or what the problem might be? I don’t usually care about what it was doing when it was working fine; I usually know exactly how it was working when it was working fine! I want the customer to tell me what the problem is, so I can explain the solution to them and help the next customer. I don’t want to sit on the phone with the customer for 45 minutes because they couldn’t tell me what the problem was within ten minutes, and then didn’t believe that my solution would work and need to spend twenty minutes verifying that whet we walked through fixing in two minutes works to their satisfaction.
(Also, I am right now speaking to a person who spelled out “dot” when saving a file with an extension. So instead of .pdf, he was putting .dotpdf. How clever!)
Of course, worse are the customers who aren’t interested in anything i have to say because they have their own explanation for what is going wrong. Why did they call me in the first place? What do they expect me to do? Tell them that their incorrect assumptions are true? Leave them with non-functioning software? Somehow magically make it possible for them to use the software incorrectly and it to work at the same time? Aargh!