Double dipping headset

Posted by sjarri@reddit | talesfromtechsupport | View on Reddit | 79 comments

User: "My headset is broken. People on Teams can't hear me."

Me: "Looks like you've paired it with Bluetooth and plugged in the receiver at the same time. It shows up as two headsets at once. which causes some issues. Let's unpair it and leave the receiver in."

User: "Ah, I see! Thanks."

(Two weeks later)

User: "My headset is broken again. No one can hear me."

Me: "You've paired it with Bluetooth again. It's showing up as two headsets."

User: "Oh, right. Also, it sometimes won't turn on. Look, nothing happens when I push the button." (Pushes the ANC button)

Me: "That's the button that turns ANC on and off. The On button is on the other side."

User: "Ah, I see. Thanks."

(Three weeks later)

User: "My headset is broken again! This is getting very annoying!"

Me: "Did you pair it with Bluetooth aga... Why are there four headsets on the list?"

User: "Oh, I got another headset that I use at home. It also doesn't work."

Me: "You've plugged both receivers in and paired both headset. Look, unpair both headsets and don't pair them again. Leave this receiver at home and this one at your desk. Only plug in one at a time."

User: "Ah, I see. Thanks."

(Three weeks later)

User: "My headset is broken again! This is ridiculous!"

Me: (Prays for courage)

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Dustquake@reddit

At this point they get a custom document of steps to follow before bothering me again. Every conversation starts with did you follow those instructions? If they say no conversation is over. If they lie, as soon as I see the lie conversation ends.

There's a lot of weight saying a user is incompetent and wasting company time on a repeat non issue that they refuse to understand.

I get pushback, I'm uninstalling Bluetooth capability.

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spaceforcerecruit@reddit

I would have disabled it by the third call, pushback or no.

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VernapatorCur@reddit

Take away the receiver. You already know they're just going to keep pairing it with Bluetooth

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NotYourReddit18@reddit

I have a headset which can connect both via Bluetooth and via a receiver. The sound quality of the microphone is noticeable worse when using Bluetooth.

So I would say disable the Bluetooth controller of the pc.

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VernapatorCur@reddit

And say goodbye to their mouse and keyboard right away 😆

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flecktonesfan@reddit

They have also demonstrated they want to connect via cable.

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VernapatorCur@reddit

And you can't stop them from connecting with the Bluetooth, but you can stop them from connecting with the dongle. Not without disabling the USB ports which raises its own issues.

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spaceforcerecruit@reddit

Bluetooth should probably be disabled regardless with USB ports only able to connect to peripherals but not to data devices. Just cite “security compliance” or whatever and people will grumble but can’t do shit.

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Tattycakes@reddit

“Yeah hi my isn’t working anymore!”

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ride_whenever@reddit

Pretty sure you’re running some sort of adult care facility for the chronically useless, not a business

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cosmiq_teapot@reddit

Just for my understanding: this is a headset capable of Bluetooth that also comes with a dedicated RF receiver?

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Sweet_Cinnabonn@reddit

Fuck in g Jabra pro.

I don't exactly intentionally pair it. When it stops working I start pushing buttons to try to make it work.

And occasionally it disconnects from the phone app and doesn't work anymore. And then sometimes while it's working with the phone app it tells me it has discovered a new device, and do I want to make a profile for the new headset?

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sjarri@reddit (OP)

Correct. You can plug the receiver into your computer and pair it with your phone and use both at once. It works fine, as long as you don't do this crap.

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TangoCharliePDX@reddit

Disable Bluetooth in the BIOS, or registry.

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sjarri@reddit (OP)

He also has Bluetooth mouse and keyboard, so it's sadly not an option.

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rfc2549-withQOS@reddit

Jabra. Take away the dongle or hard disable BT.

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sjarri@reddit (OP)

Ding-ding-ding! Jabra is correct!

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NotYourReddit18@reddit

Me: "Did you pair it with Bluetooth aga... Why are there four headsets on the list?"

User: "Oh, I got another headset that I use at home. It also doesn't work."

Me: "You've plugged both receivers in and paired both headset.

Do they have a desktop PC at the office and a second one at home, or are they using a laptop?

How did they get a second headset if they have a laptop, they're already carrying one device between their workplace and their home office, and most headsets fit into most laptop bags without problems...

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sjarri@reddit (OP)

Laptop that he brings home. One of my colleagues gave him another headset for home, so he didn't have to carry it back and forth.

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Z4-Driver@reddit

I own two headsets from a former job. As I work two days in office and three days from home, I prefer to have one headset at the office and one at home, so I only have to carry the notebook to and from the office.

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saxon237@reddit

Bet you have a laptop power supply at home and at the office too

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RogueThneed@reddit

This is the way!

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Z4-Driver@reddit

In the office, I hook it up to the docking station. Power is connected there. And at home, I have a power supply.

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asp174@reddit

Why bother with the usb thingies, just let them use Bluetooth.

It's what they're going to do eventually anyways.

Exhibit A: evidence by OP.-

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sjarri@reddit (OP)

I've tried it a few times with other users. The audio quality goes down, and they always come back and ask me for the dongles.

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sysadmin-84499@reddit

This was my thought too.

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BigEars528@reddit

I once got yelled at by the manager of a user like this for rudeness, because I had explained the same thing twice a week for at least six months and snapped one day. Saying "I apologise that I expected your staff to be capable of doing basic tasks" didn't go down well...

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sjarri@reddit (OP)

Luckily, my manager has my back, if anyone is rude. Best boss I've ever had.

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NatChArrant@reddit

I feel your pain!

https://www.reddit.com/r/talesfromtechsupport/s/X5nzEhggqz

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oolaroux@reddit

Maddening!

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NatChArrant@reddit

I wasn't even the one answering the calls!

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super5aj123@reddit

At a certain point, I'd just take the receiver and have them use it through Bluetooth if that's an option, lol.

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sjarri@reddit (OP)

I'll try that next time, but I'm afraid that the audio quality may suffer. Then he'll be back again...

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harrywwc@reddit

yeah, I'd be taking that dongle and shoving it right in…

…a safe place in the IT area.

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teapots_at_ten_paces@reddit

Turn that sumbitch sideways and stick it straight....

....into the same draw because it wouldn't go in the other way.

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Centimane@reddit

I'd do the opposite myself, just disable Bluetooth on their device. Solves it for as many devices as they use.

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drdeadringer@reddit

if the user can't handle more than one option, take away all other options then the option that they can handle on their own.

remove the paradox of choice by removing the choice. Good luck with the remaining paradox.

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aaiceman@reddit

Yup. Stick the confiscated receiver in a Ziploc bag with a sticky labeling what it is. And keep it at your storage.

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TechStumbler@reddit

Did you keep the box it came in user?

Return it and tell them you're too stupid to use it.

🤦‍♂️

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Dustquake@reddit

Please tell me that's a reference to one of my absolute favorite tech stories.

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TechStumbler@reddit

Unsure... Probably is.... It's something I heard a long time ago!

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KermitJFrog5916@reddit

I don't think you can return users, they have a tendency to outgrow the box they arrive in

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flecktonesfan@reddit

It's actually illegal for users to go back into the box they arrived in.

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Awlson@reddit

Better idea, keep the headset, and return the user to their parents for being too stupid to be allowed out unsupervised.

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MikeLinPA@reddit

I used to have the same conversation about wireless printing.

Me: "Why don't you just plug your printer into your computer with a USB cable? You'll stop having this problem."

Them: "Naw, man, wireless printing is great! Why does it keep breaking?"

Me: 🤦

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Togakure_NZ@reddit

Next time bring a laminated list (of probably one question) of how to troubleshoot his own problem. "Does unpairing your headphones fix your problem?" and affix it under the monitor.

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AcceptablyThanks@reddit

I email them written instructions on how to do it step by step, let my sup know, then ignore that issue.

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DoneWithIt_66@reddit

It's time to escalate to your boss and then to theirs. The user will NOT stop but WILL complain about what they perceived as poor service, a complaint that will not go away.

The time to address this is now, along with documentation of each complaint, each fix and what the user was told each time.

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Ashleighna99@reddit

Escalate and document now. Convert each repeat into one problem ticket; attach timestamps, screenshots of Sound settings, Device Manager, and Teams mic test. Create a one-pager with pics and make the user reply “followed steps” before you touch it. Color-label dongles and leave one per site. If you can, push an Intune policy to disable Bluetooth and use USB-only. After strike three, loop in their manager. We used Jira and Intune, plus a light DreamFactory hookup to pipe Teams/Zoom call logs into tickets so it’s not he-said-she-said. Get it on record and escalate.

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carolineecouture@reddit

Yes, document the heck out of this and let both bosses know. I had people use "it's broken" as an excuse to avoid work/tasks.

I'd give this person the most basic headset I could find so they couldn't do these shenanigans.

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royalbk@reddit

I had people use "it's broken" as an excuse to avoid work/tasks.

OP's problematic user is definitely doing this to get out of meetings. People on Teams can't hear them, surely the user is heartbroken about this totally accidental, not their fault "that stupid IT team won't fix this!" issue

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Huebi@reddit

I'd give this person the most basic headset I could find so they couldn't do these shenanigans.

Wired. With the plug soldered in place.

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dannybau87@reddit

Yup purely defence is how so many it departments end up with a bad rep. Users complain and we never give our side of the story then people wonder why we're all bitter

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GelatinousSalsa@reddit

Cc their manager on your reply

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TheWolfman29@reddit

Next time tell them that you have detected an ID 10 T error. This also reminds me of a PEBKAC/O malfunction.

Take out the spaces, Problem Exists Between Keyboard and Chair/Operator.

Sometimes you just can't help people.

EC is a thing. Electronicly Challenged.

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schwoooo@reddit

Easy Solution: obviously the client has High Fidelity needs. Only solution: corded headset.

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CloneSgt1969@reddit

Pray for patience. Praying for courage may give you the confidence to do something and you end up wearing prison orange

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mafiaknight@reddit

DON'T pray for patience! It'll be tested and abused until you have more!

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FFFortissimo@reddit

A manager of mine had a nice text on his wall.
Please give me patience, please give me courage, but please don't give me strength as I'll hit him.

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NatChArrant@reddit

I never pray for patience. Strength and peace, yes. Patience? That's a hard pass.

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oolaroux@reddit

Time to make this asshole use a wired headset from now on.

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HoochieKoochieMan@reddit

I stopped buying Bluetooth sets like this. Instead, i buy $8 wired analog headsets that plug into the 1/8” audio jack. Far fewer problems, and low cost to replace. Everything else is “best effort support” but I’ll always push for the reliable wired headset

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FuckYouSassy@reddit

"Your headset is broken, here's a usb only headset, it should work from now on"

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Z4-Driver@reddit

Two weeks later "My headset is broken" - "Did you plug in the USB-cable?" - "Now it works"

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emax4@reddit

"You're wireless is broken. You can only use wired headsets now."

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Comfortable-Bunch210@reddit

Write an FAQ and send it to him for reference

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falcopilot@reddit

Here's a special high performance headset; because they cost so much they have this special security cable that has to be plugged into your computer to work... (hands user corded headset)

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DysfnctionalbyChoice@reddit

Next time he calls for the same issue take a second and start a recording of the call if you can. Tell him you're recording the call.

When he asks why tell him "So when you complain to your manager about how rude I was I will have evidence for how professional and calm I was explaining the fix for the SAME EXACT issue to you for the fifth time."

Then calmly and professionally ask him how many times he usually has to repeat a simple task before he no longer needs help with it. Advise him to take notes and tape them to the monitor (warning: may have to explain what the montor is), etc...

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Ich_mag_Kartoffeln@reddit

“Lord, grant me the serenity to accept the things I cannot change,

The courage to change the things I can,

And the wisdom to hide the bodies of those people I had to kill because they pissed me off!”

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Sujynx@reddit

Reminds me of our old operations director.
My mouse won't click on anything. It keeps popping up menus.

Is your home mouse in your laptop bag again ?

Mmm no but let me just try something .... it's working now.. bye.

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kagato87@reddit

I had an exec ask me for help with his compute singing and popping up windows whenever he tried to type. I told him I wasn't with desktop support but I'd certainly take a quick look to see if I can fix it.

We get to his office and he demonstrates. "See, look!" He's annoyed at his computer. It's a familiar pattern the dinging and window flashes - a modifier key is held down. A quick glance at the keyboard to start tapping each one in turn, and I nudge his notepad off the left ctrl key. Quickly mentioned that a computer sometimes does that when it doesn't register that you let go of a key, and if it happens again just tap each key on turn. (Also gives him an easy out if anyone was eaves dropping.)

He had that "Oh, damn" look of relief and amusement and I closed out with the usual "while you've got me here" bit, and back to my desk to stare at a progress bar.

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gunny84@reddit

Courage is to tell them that they are crazy because they kept on doing the same thing and expecting a different result.

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ThatUsrnameIsAlready@reddit

Can't you just make all inputs & outputs active at the same time?

Preferably a tad out of sync with each other...

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