r/TalesFromTechSupport - I can't believe he actually said this to me...

[Music] what's up guys welcome to daily dose reddit this is your host that really likes Irish Wolfhounds and it's curious as to what kind of dog you have let me know in the comments below Zac in today's subreddit is our slash tales from tech support this story's called teacher changes classroom weekend before day one and then complains so this happened about four years ago I worked for a k-12 high school not my current one as the network manager so it wasn't actually my job to deal with classroom issues but I decided to help out since it was the normal start of year crazy time sitting at my desk I am looking through the help desk holiday logs and saw yes last week a full audit was done and all rooms reported working phone rings hello IT how can I help you I need help nothing in my room is working and it's the first day of term I wish I did their job better I need my project day one of term or I can't teach sorry to hear that I'll be right there since everybody else is busy I jump up and head over there now at this point all rooms were the same large whiteboard on one wall that became the front with controls to one side depending on how the rooms are designed can't always be the same side and since help desk and reported full audit done I was getting ready to get cranky that that one room had been missed arriving at the room it's 8:15 a.m. roll call starts at 8:25 I walk in and instantly know the issue I should have guessed with this teacher hi so what's the issue my notebook can't project I noticed she has no cables plugged in have you brought your notebook over to the control area and plugged in the HDMI cable I don't want to do that my desk is over here now far side of the room ok can we bring your notebook over to check the connection first she agrees but isn't Pepi the moment everything is plugged in it works fine I just look at her okay so it's working well I want to plug it in over there that won't work this room is set up over here and was tested on Friday to ensure it would be right for the first day of term I'll bring it up with help desk that they didn't flag the desk had been moved I moved the desk on the weekend you see unlike IT I worked this weekend to ensure the first day of term would have no issues did you check the projector work from that location no but it should just work go and get me an HDMI extension cable I can't do that we would need to get some duct tape aresome ler to secure the cable to the ground and maintenance would be cranky at me if I did that and it may not even work ten plus meters isn't good for HDMI and there was already in wall runs to go from projector to control area or fine I'll do it from here I smile telling her we can work together to organise something that's good for everyone but IT needs a heads up I think everything is done and go about my day two days later I get a meeting invite from a deputy to discuss an issue turning up at the meeting I see it is with the deputy and the teacher hey learning we're here to discuss an issue in classroom ax where teacher feels you didn't set the room up Jenna spend her own money and apparently Adi is blocking it from working or why's ID not helping her around I attended classroom X on Monday morning when teacher called despite the business of the day I attended in less than five minutes the issue is that teacher had moved her desk to another area of the room and not where the school mandates death should be but you said a longer cable would work and since you wouldn't get it I purchased a 10 meter HDMI cable from retail store X at a high cost and you won't make it work is there a helpdesk ticket about it not working No you just aren't letting get work I'm sorry verse Li because you bought from retail store X they sold you an overpriced piece of cable though as I did say it may not even work you see while you have used a 10 meter cable that is to a wall port we have about seven meters of cable in the room to get from the projector to a workable space an HDMI has issues over 10 meters as we have found could you have not told her that on Monday I told her a longer cable may not work it isn't an exact science it comes down to the type of cable the projector and the computer I also advise teacher that I would be more than happy to organize a solution with her if she wanted and was not asked any further questions so what did this only become an issue on Monday morning because they didn't set up my room correctly that's not right helped us get a full audit of all rooms just before the term started we do this in the last two days of holidays on Thursday and Friday to ensure all is fine for Monday though teacher told me they attended school on Saturday and Sunday and moved everything around including making a demeaning remark about working on the weekend to ensure a smooth start of term regardless out of the 130 rooms we managed this is the only room that did not work day 1 of term and did not work due to it being rearranged after we checked the room so can we get the room rearranged to fit teachers needs we can great though I won't you see they won't help why not because of the cost to wreak able this room will require me basically redoing the room take a day and cost over a thousand dollars just to change the cable location and will create a dangerous situation where teachers can customize every room and IT will be required to support whatever they want we have a hard rule here that IT cables the most efficiently for the space surely in this case I would require it in writing from yourself ceasing the business manager like I see though that I am being asked to change a room to fit the teacher and it would have to state that it is a one-off allowance so that we don't get this request next time teacher moves rooms one next time why the request with the business manager well because my budget doesn't really have spare for keeping teachers happy and teacher has only just moved into this room while other rooms are renovated within a few months she could move again also as I am sure you remember we are moving to get rid of old teachers desks executive decision so in my opinion it's a waste of money okay thank you I'll talk with teacher don't action anything Wow just goes to show having a master's degree doesn't make you immune to being an idiot this story's called customer bricks iPad threatens legal action first a little context I 31 male work as a computer technician in salesman for a large office school supply retailer it's my job to not only sell devices but service them as you might imagine my position attracts a lot of older clientele with the most banal questions and requests still a lot of them are fairly self-aware in their lack of knowledge I don't mind helping them out and if I can teach them a thing or two everyone benefits now on to the weekly feature though I wasn't part of the initial contact a couple let's call them Rachel and Frank came in to replace an old iPad that had outlived its usefulness as she was maybe late 40s Jamaican and he looked early 60s Canadian how do you look can they hear from my understanding they didn't want us to set it up and they turned down AppleCare can't blame them for not paying for setup it's easy enough for seniors to do but this has an important consequence later three days later my supervisor Sandra 41 female mentions to me that Rachel brought the iPad back in for us to set it up for them no problem I said how far did they get it was all set up except they didn't know their pin code to unlock it after heaving Gus I she recommends we wipe it and set it up new while the process is going we get their account info as we will wind up hitting the user account lock soon they gave us their Apple ID but you probably guessed they didn't know their password that's still not an issue it just prolongs matters a simple password recovery will do well that would be great but the pattern continues they don't know their email password I pull Sandra aside for the next step after letting out a grown well out of earshot we take note that their email address is provided by their IP they'd have to call their IP waste at least half an hour on hold and give back to us with the reset password we send Rachel on our way and we hold on to the iPad for when we get the call the next day Sandra gets a call from Frank asking why we can't just wipe it and why they have to jump through so many hoops where his wife was polite and understanding Frank had a short fuse still Sandra used her charm to reassure him fortunately his irritation was well deserved he had spent an hour with the IP only to choose then to tell us he hasn't been with that IP for four years they scrubbed the email account and can't do anything for a non customer Sandra tells him to have Rachel bring her PC in case I can reset it using iTunes Sandra is already gone when I get there for her son's graduation and left me note so I'm up to date at this point I'm having to go into the lockup so people can't hear my groaning I had to be straight with her it was hard because she was so nice throughout this whole thing she can call Apple directly or take it to the local repair centre Apple for its claims to but there's nothing I can do she asked to use the phone to call Frank I can see this coming a mile away so I prepped my best customer service voice and prepared to dig in as I predicted he wants to speak to me the first complaint was valid we charged them for setup work we couldn't fulfill that be returned no questions asked I went over the situation with him slowly and explained the account lock he enabled he explains to me that he did nothing he didn't enter any info at all all he did was hold the iPad over his phone when it asked him to there by transferring the account info apparently I didn't make any sense because I should be able to just wipe it and start fresh after a couple more times of explaining it he asked me so what are you telling me the iPad is no good unless that iPad can be unlocked by Apple or by the repair center it's unusable I said at this point he demands a refund yes we will refund the labor for setup back to your wife's card boy howdy was i stupid he was actually asking for a refund on the iPad and since we never touched it we have literally no liability for what happened he felt that we sold him something that he can't even use and it's within the 14 day return period I explained that because he had set up the tablet with his info that the lock is in place because he can't remember it or recover it again he says he never set it up of course denying an already irate customer a $500 refund is gonna cause problems to paraphrase Frank if you won't give me a refund I'll talk to Sandra or whoever the manager is I'll get legal if I have to I've only been in retail for two years but I have enough common sense to know that when someone drops that word you shut the hell up Friday or not I let him know that I can for him to a manager that's in but his wife will have to take it to the Apple claim center or call them it was beyond my expertise and pay grade to represent the store if someone would be getting their lawyer involved I knew he was blowing smoke but you don't screw around with that I returned the iPad to his wife refundable labor and gave her the directions as she apologized for her husband almost like she knew exactly what would happen and it wasn't until after she left that I clued in crap he's got the same Apple ID on his phone to watch and blame us for that too oh it's very frustrating to not freaking remember your passcode that's the problem with having biometrics you don't bother remembering your passcode I don't have that problem thankfully my brain is a freaking vault you put something in there and it might get lost for a little bit because it's incredibly unorganized but it's still there somewhere this story's called the curse of mobile providers and email long day but almost over and just had this small victory with random information I remember sometimes here's the cast and you say me I get a call regarding someone not being able to load up email on their phone and went like this thank you for calling what can I do for you hello I just reset my password and everything is working fine but now my email won't note on my phone it's loading emails on my computer so I know there are new ones but they don't show up on my phone can you help me sure can most likely we'll just need to update the password on your phone are you using the outlook app the only thing we support for mobile devices or your phone's default email app outlook all right so when you open it up does it prompt you to update your passport or anything it did but I cancelled out of it and I don't know how to get it back up that's what she said now I am NOT the biggest fan of outlooks mobile app probably because I just don't use it myself so I haven't had the time to figure everything out with it but I try and most of it is really self-explanatory I believe however this may not be the easiest process for updating a password but it's how I do it yeah all right well we will need to remove your account then and add it back can you swipe from the left and open the settings insert five minutes back and forth me trying to explain how to swipe in from the left what the setting gear however you describe it icon is and where to find it and getting almost nowhere finally Eureka he finds the Settings icon alright go ahead and click on your account that says office 365 for me and at the bottom hit delete account done now it's asking me to put in my email address in that account yep so go ahead and fill that out after clicking add account it should redirect you to our SSO page to login on no it tells me that it can't have this account right now try adding it again with your other form of email address we have like 15 username email address combos for people this was one of them usually their default one was working but occasionally it messes up so I figured this was the case now still giving me the same error saying that I can't add it right now once again insert this going back and forth for about five minutes restart the app and phone and check his settings to make sure his email isn't logged into his phone as well directly just to make sure you are connected to Wi-Fi correct I don't have that justice antenna thank you guys gave me for my laptop so you are just using data on your phone and not connecting to any wireless network correct I don't suppose you have the only carrier I would ever refuse to get do you I do well unfortunately they don't allow you to use data while you are on a call so I'll have to have you do this on your own it should be pretty straightforward after you end the call go ahead and try to add your account again if you have any issues call me back checked his log five minutes later and he was able to authenticate it and didn't get a call back I really sometimes hate mobile carriers I bet it was Verizon those bastards they don't let you use data when you're on a phone call and I just accepted that as part of my reality and then we got t-mobile so much deeper so much better and it works when you're on the phone the data but now I'm on 18 T which is not as good don't forget to Like subscribe and hit that Bell to never miss an episode [Music]

Channel: Daily Dose Of Reddit

Views: 22,019

Rating: 4.958951 out of 5

Keywords: reddit, r/, subreddit, best of reddit, r/ top posts, top posts, top posts of all time, reddit top posts, 100% True stories, reddit true stories, top all time, reddit posts, reddit funny, daily dose of reddit, daily dose of internet, daily dose of memes, r/TalesFromTechSupport, I can't believe he actually said this to me...

Id: RhB5ao-Omsg

Length: 17min 34sec (1054 seconds)

Published: Sat Jun 27 2020