“It’s always been Broken, I Just deal with it”
Today I got a call about problems a customer employee was having with a web app.
I tried troubleshooting over the phone to discover the root of the problem, asking questions like, “Is anyone else having the issue?” “when did it start?” I wasn’t getting much information but I thought I came up with a fix, it didn’t work. So I arranged a site visit.
Turns out I was led to believe things were acting up in the wrong app. No one else in the office was having the issue so I was able to isolate it to his machine. As for when it started? On the phone he told me the problem started “this morning” but when I got to the office he revealed that it had always been messed up (1 year) and he was tired of dealing with it. Turned out the fix was a simple Internet Explorer setting.
This user had let a problem that was bothering him go for almost a year because he had no quality help in the organization he worked for. Getting help from the company that was previously contracted to aid them proved to be difficult which is why I was contacted. “Just deal with it” is no way to solve IT problems. If users are unhappy about working conditions they will be unproductive.
A competent support person will listen to user issues and try to find a solution.
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