Shark tank

Nothing but filler

This remote laptop user is having network problems, so support pilot fish starts troubleshooting. Is your network adapter built in or a PC card? fish asks. “PC card,” user says. What type? “It just says Dell.” Fish’s efforts meet with no success. He finds the laptop should have a built-in adapter. “I ask her to search the PC card for a part number. Turns out it’s the number for a PC card slot plastic filler.”


Help desk gets a request: “This is not high-priority, but either the speakers on my computer do not seem to be working or my hearing is getting bad. I have it turned all the way up as far as I can tell. Thanks.” Sighs pilot fish, “Our support staff will be able to fix a problem with the speakers, but if it was my hearing and I thought it was going, I think it would be ranked up there as a high-priority request myself.”

Precision mailing

Company upgrades an app that key clients use, and that will require an upgrade on the clients’ PCs, too. This pilot fish is sending out CDs with instructions and calls to tell the tech contact for one client that the upgrade is on its way. “I told her she would see it in the mail Saturday or Monday,” reports fish. “She said, ‘Can it be Monday? We’re closed on Saturdays.’”

Not my fault User is forever asking to have passwords reset. Pilot fish begs him to remember it and write it down. “His answer was that he was tired of requesting password resets, too,” says fish. “He said that the system was at fault for forgetting his password. He was 100 per cent sure the system kept forgetting the password, not him.”

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