Always check the information provided

Posted by captainsnacks11@reddit | talesfromtechsupport | View on Reddit | 19 comments

I had one today.

We have a product that can be installed locally, or can be used in a cloud environment. The cloud system gets updates often, the local system does not.

There's a way of migrating customers from a local system into a cloud system. It's pretty easy.

This one customer is demanding. Had to try migration to the cloud a few times for various reasons - once a software issue, the other 3 user issues.

So attempt 5 today. I am 3rd level support. 1st level skipped due to customer "value".

Migration worked fine. 2nd level support teams' me shortly after in a panic. A key user can't login. This is prompting the customer to demand he rolls back to local version.

So we persevere, reset the password, try again, it doesn't work on his side. My side - works perfectly. 2nd level support and customer is confused. Other people call login fine, so it's just this one person.

We have a self service website and app. 2nd level support AND customers BOTH say website works but app doesn't. Tried it - app for me works fine. WTF.

Customer still pushing support to roll back. Aggressively.

I ask 2nd level support to tell me what email address they're using to login to the app.

It's different to what was provided. ALL 3 PEOPLE - 2nd level support, the customer's manager demanding the roll back and the key user ALL ENTERING THE WRONG EMAIL ADDRESS.

They use the right email address, and like magic - everything works fine.

They almost rolled back a huge system update because of an incorrect email address.

[-]

Throwaway_Old_Guy@reddit

As a fomer Collegue once said to a Contractor; "You must have a twin, one person can't be that stupid."

Purple-Lie-354@reddit

Oooh, I like that one! My personal favorite is one I first saw in a B. Kliban cartoon:

"Were you born this stupid, or did you study? You must have studied, no one is naturally this stupid!"

marc45ca@reddit

from a British Sci-Fi series of the 70s we got "That's the sort of natural stupidity that no amount of training could hope to match".

Love it! Not Rhunderbirds, is it? That seems more mean-spirited than was thier general tendency.

Blake’s 7.

Reddittogotoo@reddit

Avon....?

The one and only.

DreamerFi@reddit

That person must take at least two hours to watch "60 minutes"

tofuroll@reddit

Alternatively, "Are you naturally stupid or did you have to work hard at it?"

Dessler1795@reddit

Client internal communication afterwards: "the migration to cloud presented some issues but they were solved."

NightMgr@reddit

It's in the EULA, page 228, paragraph 3.

ryanlc@reddit

Paragraph 228 gets me every. single. time!

Kasper_Onza@reddit

The paragraph on page 3 right?

And that's why it gets me. 🤣

WinginVegas@reddit

But I am typing "youremail" and then *your password" and it says incorrect email or password. Your software is broken and sucks. /S

KenseiSeraph@reddit

A major project deployment and upgrade got cancelled due to the incredibly important reason of the users not liking how the vertical scroll bars looked.

We had spent months (and several weekends) putting it all together and in the end the client called it off and the only reason for it I ever heard was that 1 scroll bar complaint. They did eventually do it a few months later, and a couple of years after that they moved to a different product ~~(good riddance)~~.