It can only meant that the computer technician is in for a long, long conversation like a CIA guy interrogating a suspect.

Now don’t get us wrong because we’re not implying that all computer users are outright liars. It’s simply that some users just don’t know what they did and committed a completely human and normal error. A few who do know what they were doing are simply afraid to admit what wrongdoing they got into for fear that the technician might burn them on the stake.

The bottom line here is that for the trained technician to be of any help the user must be completely honest and explain everything that happened “in great detail.” For the technician to find and solve the problem the user must honestly give the full information because it may be sometimes important to properly isolate the problem so it doesn’t grow out of proportion.

So when users call up to say that their “computer is broken,” unless the machine was hit by a bullet and is truly broken, chances are the user might have just forgotten to plug in the machine, or forgot their password. Chances are, “the internet is down” may simply mean that they can’t locate the browser icon button or they didn’t reset the router.

Here are other examples of calls that start with…

“My mouse has stopped working. My cursor is only halfway across the screen, but my mouse is at the end of its pad and can’t go any further.”

The tech simply asks the user to pick up the mouse and reposition it to get more space. (Most techs will really struggle to fix this one with a straight face)

“My computer refuses to dial into the Internet. I’ve checked and I have a dial tone on my phone and all my proxy settings are correct, yet it refuses to connect.”

On further investigation the tech finds out that the phone line not connected to the computer.

“My computer seems to boot up and make noise, and the drive light flashes. But the monitor is blank.”

The tech eventually finds out that the user did not turn the monitor on.

On a more serious note, almost half of problems from computer users stem from deliberate human error such as clicking on a link on a suspicious but tempting e-mail from an unknown sender, thus unleashing a malware or virus into the computer. Or the user is instructed to turn off their anti-virus program to install another program.

In both these cases and other similar cases the user knows that the request and action is wrong, and yet they still go ahead and click away on the mouse, with dire consequences. This is why phishing scams are so popular and rampant nowadays simply because people just click away without thinking. And when trouble arrives, the user is reluctant to reveal the whole truth to the technician. Again the dire consequence to this is that the technician my do the wrong repair and cause more damage to the computer.


This entry was posted by Staff Writer on Wednesday, January 6, 2016 at 6:21:27 AM and is filed under Mixellaneous.

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