In this week's installment of On Call, a reader named Cathy illustrates the whimsical challenges of tech support. After configuring a new laptop for an upper management user who prioritized wireless functionality, Cathy was later met with fury when the user reported the laptop had shut down unexpectedly. Despite Cathy's attempts to troubleshoot the issue over the phone, the call only escalated, showcasing the unpredictability of working with 'sensitive individuals' in tech support situations.
"Just make sure it's wireless!" was the only requirement Cathy got from a sensitive upper management user before delivering a new laptop, leading to unexpected turmoil.
Later that night, Cathy received a furious call from the user who had angrily complained that the new laptop didn't work and had "just ****ing shut off".
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