From the Customer Service Desk

I worked on the Customer Service Phone Line for 3 years before I became a TIP (TV/Internet/Phone) Tech. In the customer service line of work you can have some very interesting encounters with people. Most often average people call in angry that their service is no longer working (whose fault it no longer works is often debatable). Sometimes you get the customers who know a little about computers, TVs, or phones and so they try to speak some strange lingo that has nothing to do with what is actually going on with their service. Then there is the older generation, who honestly have no clue about their devices and the service they receive.

One particular incident that stands out would be with a flustered-older woman who complained of her internet service b/c she couldn't get online. All she saw was black. I ran through the standard questions, "is your modem plugged it? Is your modem on? Can you see the lights? Are any of them red or off?" After receiving 'yeses' to these questions I ran the standard line and systems checks. When everything panned out as working and running well I reverted to the next series of questions for people who have no idea about technology (after spending 10 mins on the phone with someone you get a good idea of their level of tech ability).
So I began with "is you tower plugged in?
"Yes."
"Is it on?Do you see lights?"
"Yes."
"Is your monitor plugged in?"
"Yes."
"Is it plugged into the correct place on your tower?"
"Yes."
"Do you see the light/button to indicate it is on and receiving power?"
"No."
"Ok. Ma'me why don't you press that little button for me and see if it lights up. If it does than your monitor should turn on and you will be able to use your computer and internet again."
"Oh it did! Thank you!"

Yes folks, that really happened. Over an hour of racking my brain trying to figure out why this woman could not get online and all she needed was to press the little button to turn on the monitor.