12BoC On the third day of Christmas, the stupid gods sent me. The little angry users, flightless Windows signs, and the servers they were talking about are gone.Welcome to The Twelve Days of Christmas (12BoC): Collection Registration The story of an interesting and frustrating tech witness reader during the celebration.
Travel the Atlantic Ocean for today’s story from readers registered as “Keith”.
Our story goes back to a time when modems were often seen connected to dumb terminals. Keith and his team are responsible for supporting the fleet of devices, and over the years, after a few simple questions, they have become quite good at finding various problems.
On the day of the problem, a member of Keith’s team received a call from one of their paid customers.
“It looks like the device wasn’t working, so my partner looked up the standard question list and asked what the modem lights were,” Keith recalls.
One of the lights was blinking. The symptom the team knew was the result of loopback mode being activated. It was activated by a switch on the back of the box. This switch was often accidentally turned on by inadvertent modem movements or falling debris. It’s a simple fix.
Ah, no way. “Users refused to see the switch,” Keith said. “The modem was in a place where” no one could touch it “and he wasted time on the phone with us and lost tens of thousands of dollars per minute! “
It was the amount of user distress that Keith was able to understand both sides of the conversation. The customer was a mile away and the technicians didn’t really care about the grudges in the rain to fix problems that could be addressed with the push of a switch.
After the customer wasn’t persuaded and probably refused to look at the back of the modem and burned more cash, “I pay you a lot of money for service, and I come to you and it I hang up with a request to have it repaired! ‘
“Well,” Keith said. “My unfortunate companion had to pack up a spare modem and do a long wet hike, so I searched for about 15 minutes to find time in the block because of the different entrances. . “
Cold, dripping, miserable, he finally arrived at the customer’s desk. He could see the problem from 20 feet away. The modem was on a dumb terminal, and next to it was a pile of paper that was level with the terminal itself. When a miserable technician approached, he saw someone grab a piece of paper from the top of the mountain … shaking the modem when it was dragged onto it.
Since Angry wasn’t there (perhaps burning thousands more at the stalls in the bathroom), the technician grabbed him at the desk next door and showed them where the problematic switch was.
“Oh, yes, I know.” “It’s flipped about once a week and we always reset it. I don’t know why Mr Angry is stabbed today, he knows too.”
A long-term workaround was needed. As a result, the cable was released from the pile of paper and the modem was rotated 180 degrees. The switch was facing the other side of the paper, reducing the chance of accidental knocking. Sorted!
“The problem was solved. My friend made a long march with a spare modem. He arrived near a drowned mouse and left a 3-foot puddle beside my desk while explaining the scenario. “, Said Keith.
Angry didn’t give me a hint, “Oops, I’m sorry,” but Keith continued to do business with customers for months more. He never spoke to Captain Thousand Dollar a Minute – “He insisted that the secretary forward the call to me, so he didn’t have to apologize to my man. ® ®
Sometimes it’s not just the terminals that are stupid • Registers
Source link Sometimes it’s not just the terminals that are stupid • Registers