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Eli (Eli)
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Username: Eli

Post Number: 1597
Registered: 11-2003
Posted on Sunday, November 07, 2010 - 10:57 pm:   Edit PostDelete PostView Post/Check IPPrint Post   Move Post (Moderator/Admin Only)Ban Poster IP (Moderator/Admin only)

I guess she would have been better off bringing her crystal ball in to work that morning!
Balin (Balin)
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Username: Balin

Post Number: 8234
Registered: 4-2010
Posted on Sunday, November 07, 2010 - 11:06 pm:   Edit PostDelete PostView Post/Check IPPrint Post   Move Post (Moderator/Admin Only)Ban Poster IP (Moderator/Admin only)

Is this a computer stupidity? Did she try to predict something? Using a magic 8 ball? Or online "fortune telling" site? She - HAF?
Potato (Potato)
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Post Number: 239
Registered: 7-2010
Posted on Sunday, November 07, 2010 - 11:10 pm:   Edit PostDelete PostView Post/Check IPPrint Post   Move Post (Moderator/Admin Only)Ban Poster IP (Moderator/Admin only)

She = HAF?
Her = belongs to "she"?
Crystal ball = device used by future tellers?

Did something unfortunate happen to her at work? After work? Did she lose her job? Is money relevant? Or an accident? Was she robbed? Did she get into some embarrassing situation? Or into an unconvenient one? Did she forget something? Did she have to work overtime? Or had to leave earlier than she had thought?

Or did something happen to her company? Did it lose a deal? Because of some mistake of hers?
Potato (Potato)
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Post Number: 241
Registered: 7-2010
Posted on Sunday, November 07, 2010 - 11:16 pm:   Edit PostDelete PostView Post/Check IPPrint Post   Move Post (Moderator/Admin Only)Ban Poster IP (Moderator/Admin only)

Is her job relevant?

Does she work in an office? In a factory? In a hospital? Or a school? In someone else's house? Outdoors?

Does her job involve handicraft? Working with children / elderly people / sick people / handicapped people? Menial work? Arts?
Eli (Eli)
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Post Number: 1600
Registered: 11-2003
Posted on Sunday, November 07, 2010 - 11:20 pm:   Edit PostDelete PostView Post/Check IPPrint Post   Move Post (Moderator/Admin Only)Ban Poster IP (Moderator/Admin only)

Balin (Balin)

Is this a computer stupidity? Yes-ish. She (HAF to answer both of you) worked at the front line customer support for a computer company. But it's not as such a technical puzzle. Did she try to predict something? Using a magic 8 ball? Or online "fortune telling" site? No to all of these She - HAF?

Potato (Potato)

She = HAF? See above
Her = belongs to "she"? Yes
Crystal ball = device used by future tellers? Yes, that kind. But it was not really the future she needed to read.

Did something unfortunate happen to her at work? After work? Did she lose her job? Is money relevant? Or an accident? Was she robbed? Did she get into some embarrassing situation? Or into an unconvenient one? Did she forget something? Did she have to work overtime? Or had to leave earlier than she had thought?

Or did something happen to her company? Did it lose a deal? Because of some mistake of hers? No to all the rest
Balin (Balin)
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Username: Balin

Post Number: 8241
Registered: 4-2010
Posted on Sunday, November 07, 2010 - 11:24 pm:   Edit PostDelete PostView Post/Check IPPrint Post   Move Post (Moderator/Admin Only)Ban Poster IP (Moderator/Admin only)

Is a customer relevant? Did she need to "predict" the past?
Eli (Eli)
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Username: Eli

Post Number: 1603
Registered: 11-2003
Posted on Sunday, November 07, 2010 - 11:27 pm:   Edit PostDelete PostView Post/Check IPPrint Post   Move Post (Moderator/Admin Only)Ban Poster IP (Moderator/Admin only)

Is a customer relevant? Yes Did she need to "predict" the past? Not really how I would describe it, but definitely OTRT
Balin (Balin)
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Username: Balin

Post Number: 8242
Registered: 4-2010
Posted on Sunday, November 07, 2010 - 11:34 pm:   Edit PostDelete PostView Post/Check IPPrint Post   Move Post (Moderator/Admin Only)Ban Poster IP (Moderator/Admin only)

Was the customer's specific problem relevant? Should she have seen something coming that was obvious to pretty much everyone else?
Potato (Potato)
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Username: Potato

Post Number: 244
Registered: 7-2010
Posted on Sunday, November 07, 2010 - 11:41 pm:   Edit PostDelete PostView Post/Check IPPrint Post   Move Post (Moderator/Admin Only)Ban Poster IP (Moderator/Admin only)

The costumer = A single person? Having a problem with his/her home compuer? Or a person representing another company? Having a problem with their IT?

Did she talk to the costumer directly on the phone?

Did she have to figure out something the costumer did in the past? Because his action would cause something in the future (that is, during or after the phone call)? That she needed to know about in order to help him?
Eli (Eli)
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Username: Eli

Post Number: 1605
Registered: 11-2003
Posted on Monday, November 08, 2010 - 9:06 pm:   Edit PostDelete PostView Post/Check IPPrint Post   Move Post (Moderator/Admin Only)Ban Poster IP (Moderator/Admin only)

Balin (Balin)

Was the customer's specific problem relevant? No Should she have seen something coming that was obvious to pretty much everyone else? No

Potato (Potato)

The costumer = A single person? No Having a problem with his/her home compuer? so no Or a person representing another company? Yes Having a problem with their IT? If you by IT, mean network, then no. The problem was with one single computer

Did she talk to the costumer directly on the phone? Yes

Did she have to figure out something the costumer did in the past? No, with a slight -ish Because his action would cause something in the future (that is, during or after the phone call)? but no to this That she needed to know about in order to help him? but there was something she needed to know in order to help him, so OTRT
Balin (Balin)
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Username: Balin

Post Number: 8264
Registered: 4-2010
Posted on Monday, November 08, 2010 - 9:17 pm:   Edit PostDelete PostView Post/Check IPPrint Post   Move Post (Moderator/Admin Only)Ban Poster IP (Moderator/Admin only)

Customer - HAM? Did he/she do something that further damaged the computer?
Eli (Eli)
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Username: Eli

Post Number: 1610
Registered: 11-2003
Posted on Monday, November 08, 2010 - 9:47 pm:   Edit PostDelete PostView Post/Check IPPrint Post   Move Post (Moderator/Admin Only)Ban Poster IP (Moderator/Admin only)

Customer - HAM? Yes Did he/she do something that further damaged the computer? No, he didn't.
Balin (Balin)
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Username: Balin

Post Number: 8281
Registered: 4-2010
Posted on Monday, November 08, 2010 - 9:51 pm:   Edit PostDelete PostView Post/Check IPPrint Post   Move Post (Moderator/Admin Only)Ban Poster IP (Moderator/Admin only)

Did the customer have a technical problem? Was something broken? Physically broken?
Woodworm (Woodworm)
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Username: Woodworm

Post Number: 2356
Registered: 3-2006
Posted on Monday, November 08, 2010 - 10:05 pm:   Edit PostDelete PostView Post/Check IPPrint Post   Move Post (Moderator/Admin Only)Ban Poster IP (Moderator/Admin only)

She = you? And a customer asked you a daft question which only a mind-reader could have answered?
Eli (Eli)
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Username: Eli

Post Number: 1611
Registered: 11-2003
Posted on Monday, November 08, 2010 - 10:13 pm:   Edit PostDelete PostView Post/Check IPPrint Post   Move Post (Moderator/Admin Only)Ban Poster IP (Moderator/Admin only)

Balin (Balin)

Did the customer have a technical problem? Yes Was something broken? Yes Physically broken? Yes, again. There was a hardware failure on the unit

Woodworm (Woodworm)

She = you? No, a very good friend of mine And a customer asked you a daft question which only a mind-reader could have answered? Yope. Explore
Balin (Balin)
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Username: Balin

Post Number: 8296
Registered: 4-2010
Posted on Monday, November 08, 2010 - 10:25 pm:   Edit PostDelete PostView Post/Check IPPrint Post   Move Post (Moderator/Admin Only)Ban Poster IP (Moderator/Admin only)

Did the custiomer ask her how to fix the problem without saying what the problem was? Assuming the techie already knew everything? Or could diagnose the problem over the phone/without any other information/without looking at the unit?
Eli (Eli)
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Username: Eli

Post Number: 1614
Registered: 11-2003
Posted on Monday, November 08, 2010 - 10:30 pm:   Edit PostDelete PostView Post/Check IPPrint Post   Move Post (Moderator/Admin Only)Ban Poster IP (Moderator/Admin only)

Did the custiomer ask her how to fix the problem without saying what the problem was? No, not this Assuming the techie already knew everything? Yope, he assumed my friend had a vital piece of information Or could diagnose the problem over the phone/without any other information/without looking at the unit? No
Potato (Potato)
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Username: Potato

Post Number: 260
Registered: 7-2010
Posted on Monday, November 08, 2010 - 10:39 pm:   Edit PostDelete PostView Post/Check IPPrint Post   Move Post (Moderator/Admin Only)Ban Poster IP (Moderator/Admin only)

Didn't he mention the part of the computer that was defect? Did he just mention blinking lights or something but didn't say where they were?

Had he called the hotline before and talked to another person back then? And when he called this time, he automatically assumed that the woman he was now talking to knew about his problem? And he only said "It didn't work" or something like that, referring to the previous call?
Eli (Eli)
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Username: Eli

Post Number: 1617
Registered: 11-2003
Posted on Monday, November 08, 2010 - 10:48 pm:   Edit PostDelete PostView Post/Check IPPrint Post   Move Post (Moderator/Admin Only)Ban Poster IP (Moderator/Admin only)

Didn't he mention the part of the computer that was defect? He did Did he just mention blinking lights or something but didn't say where they were? No

Had he called the hotline before and talked to another person back then? And when he called this time, he automatically assumed that the woman he was now talking to knew about his problem? And he only said "It didn't work" or something like that, referring to the previous call? No to all
Balin (Balin)
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Username: Balin

Post Number: 8309
Registered: 4-2010
Posted on Tuesday, November 09, 2010 - 12:28 pm:   Edit PostDelete PostView Post/Check IPPrint Post   Move Post (Moderator/Admin Only)Ban Poster IP (Moderator/Admin only)

Was it part of the CPU itself that was defective? The monitor? Keyboard? Mouse?
Eli (Eli)
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Username: Eli

Post Number: 1621
Registered: 11-2003
Posted on Tuesday, November 09, 2010 - 9:47 pm:   Edit PostDelete PostView Post/Check IPPrint Post   Move Post (Moderator/Admin Only)Ban Poster IP (Moderator/Admin only)

Was it part of the CPU itself that was defective? The monitor? Keyboard? Mouse? The spesific part is not relevant, but it was definitely not one of the peripherals, as such a part would simply be replaced by courier. Let's say it was the internal power supply.
Balin (Balin)
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Username: Balin

Post Number: 8324
Registered: 4-2010
Posted on Tuesday, November 09, 2010 - 9:51 pm:   Edit PostDelete PostView Post/Check IPPrint Post   Move Post (Moderator/Admin Only)Ban Poster IP (Moderator/Admin only)

Is the customer's profession relevant? Did he think that your friend could physically fix the power supply from across telephone wires?
Eli (Eli)
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Username: Eli

Post Number: 1623
Registered: 11-2003
Posted on Tuesday, November 09, 2010 - 10:16 pm:   Edit PostDelete PostView Post/Check IPPrint Post   Move Post (Moderator/Admin Only)Ban Poster IP (Moderator/Admin only)

Is the customer's profession relevant? Did he think that your friend could physically fix the power supply from across telephone wires? No to both
Biograd (Biograd)
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Username: Biograd

Post Number: 1179
Registered: 6-2008
Posted on Wednesday, November 10, 2010 - 7:29 am:   Edit PostDelete PostView Post/Check IPPrint Post   Move Post (Moderator/Admin Only)Ban Poster IP (Moderator/Admin only)

The vital piece of information: Did it relate to some property of the computer itself? or of the customer (such as his location, profession, previous dealings with the computer company, etc.)?
Eli (Eli)
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Username: Eli

Post Number: 1625
Registered: 11-2003
Posted on Wednesday, November 10, 2010 - 12:11 pm:   Edit PostDelete PostView Post/Check IPPrint Post   Move Post (Moderator/Admin Only)Ban Poster IP (Moderator/Admin only)

The vital piece of information: Did it relate to some property of the computer itself? Yes (with the slightest -ish) or of the customer (such as his location, profession, previous dealings with the computer company, etc.)? No
Gregoryuconn (Gregoryuconn)
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Username: Gregoryuconn

Post Number: 340
Registered: 9-2010
Posted on Wednesday, November 10, 2010 - 4:46 pm:   Edit PostDelete PostView Post/Check IPPrint Post   Move Post (Moderator/Admin Only)Ban Poster IP (Moderator/Admin only)

Can we call her Gertrude?
Did she ask for an exact measure of when some task would finish? Or when someone would get back to her email? Or something along these lines?
Eli (Eli)
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Username: Eli

Post Number: 1630
Registered: 11-2003
Posted on Wednesday, November 10, 2010 - 6:45 pm:   Edit PostDelete PostView Post/Check IPPrint Post   Move Post (Moderator/Admin Only)Ban Poster IP (Moderator/Admin only)

Can we call her Gertrude? Sure, why not?!
Did she ask for an exact measure of when some task would finish? Or when someone would get back to her email? Or something along these lines? No to all, she asked for one spesific piece of information. This particular information does not have anything to do with the problem as such, but was needed for something else.
Eli (Eli)
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Username: Eli

Post Number: 1644
Registered: 11-2003
Posted on Thursday, November 11, 2010 - 7:52 pm:   Edit PostDelete PostView Post/Check IPPrint Post   Move Post (Moderator/Admin Only)Ban Poster IP (Moderator/Admin only)

I think this one could need a little recap.

Gertrude is working for a computer company, as front line tech support agent. Her job is giving basic tech support to customers with contracts, and if that is not sufficient to solve the problem, she will dispatch parts and a technician onsite for the customer.

A customer calls in with a real problem, a problem needing someone onsite to replace a part (power supply). But in order to process the job, Gertrude needs the customer to supply some vital information. So what information is it Gertrude is looking for?
Balin (Balin)
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Username: Balin

Post Number: 8425
Registered: 4-2010
Posted on Friday, November 12, 2010 - 1:31 am:   Edit PostDelete PostView Post/Check IPPrint Post   Move Post (Moderator/Admin Only)Ban Poster IP (Moderator/Admin only)

Is it a physical property of the computer that is relevant? Some task performed by the computer?
Eli (Eli)
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Username: Eli

Post Number: 1653
Registered: 11-2003
Posted on Friday, November 12, 2010 - 10:27 pm:   Edit PostDelete PostView Post/Check IPPrint Post   Move Post (Moderator/Admin Only)Ban Poster IP (Moderator/Admin only)

Is it a physical property of the computer that is relevant? This, but it's nothing technical Some task performed by the computer? No
Biograd (Biograd)
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Post Number: 1202
Registered: 6-2008
Posted on Sunday, November 14, 2010 - 8:02 am:   Edit PostDelete PostView Post/Check IPPrint Post   Move Post (Moderator/Admin Only)Ban Poster IP (Moderator/Admin only)

Whether it is a desktop or a laptop? Did he think it could be either, depending on whether it was sitting on his desk or in his lap?
Eli (Eli)
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Username: Eli

Post Number: 1663
Registered: 11-2003
Posted on Sunday, November 14, 2010 - 12:34 pm:   Edit PostDelete PostView Post/Check IPPrint Post   Move Post (Moderator/Admin Only)Ban Poster IP (Moderator/Admin only)

Whether it is a desktop or a laptop? Did he think it could be either, depending on whether it was sitting on his desk or in his lap? No to both. Try to think what happens if you call a tech support line. What is one of the first things you will be asked if you have problems with your equipment?
Balin (Balin)
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Username: Balin

Post Number: 8476
Registered: 4-2010
Posted on Sunday, November 14, 2010 - 1:01 pm:   Edit PostDelete PostView Post/Check IPPrint Post   Move Post (Moderator/Admin Only)Ban Poster IP (Moderator/Admin only)

If you've rebooted it? To try rebooting it?
Noel (Noel)
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Post Number: 2035
Registered: 7-2009
Posted on Sunday, November 14, 2010 - 1:20 pm:   Edit PostDelete PostView Post/Check IPPrint Post   Move Post (Moderator/Admin Only)Ban Poster IP (Moderator/Admin only)

For the serial number? The model number?
Eli (Eli)
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Username: Eli

Post Number: 1666
Registered: 11-2003
Posted on Sunday, November 14, 2010 - 5:24 pm:   Edit PostDelete PostView Post/Check IPPrint Post   Move Post (Moderator/Admin Only)Ban Poster IP (Moderator/Admin only)

Balin (Balin)

If you've rebooted it? To try rebooting it? No to both

Noel (Noel)
For the serial number? This! Now what happened next? The model number?
Balin (Balin)
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Username: Balin

Post Number: 8480
Registered: 4-2010
Posted on Sunday, November 14, 2010 - 7:03 pm:   Edit PostDelete PostView Post/Check IPPrint Post   Move Post (Moderator/Admin Only)Ban Poster IP (Moderator/Admin only)

Did he think that the tech person already had the serial number? Could deduce the serial number from over the phone?
Noel (Noel)
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Username: Noel

Post Number: 2037
Registered: 7-2009
Posted on Sunday, November 14, 2010 - 7:34 pm:   Edit PostDelete PostView Post/Check IPPrint Post   Move Post (Moderator/Admin Only)Ban Poster IP (Moderator/Admin only)

Had the customer peeled the serial number sticker off the equipment at some point?
Eli (Eli)
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Username: Eli

Post Number: 1669
Registered: 11-2003
Posted on Sunday, November 14, 2010 - 8:42 pm:   Edit PostDelete PostView Post/Check IPPrint Post   Move Post (Moderator/Admin Only)Ban Poster IP (Moderator/Admin only)

Balin (Balin)

Did he think that the tech person already had the serial number? Yes, or at least should now it. Why? Could deduce the serial number from over the phone? Nope

Noel (Noel)

Had the customer peeled the serial number sticker off the equipment at some point? No
Balin (Balin)
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Username: Balin

Post Number: 8492
Registered: 4-2010
Posted on Sunday, November 14, 2010 - 8:47 pm:   Edit PostDelete PostView Post/Check IPPrint Post   Move Post (Moderator/Admin Only)Ban Poster IP (Moderator/Admin only)

Did he think a different number was the serial number? Some number that the tech person might reasonably know? The model number?
Eli (Eli)
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Username: Eli

Post Number: 1671
Registered: 11-2003
Posted on Sunday, November 14, 2010 - 8:55 pm:   Edit PostDelete PostView Post/Check IPPrint Post   Move Post (Moderator/Admin Only)Ban Poster IP (Moderator/Admin only)

id he think a different number was the serial number? Some number that the tech person might reasonably know? The model number? No to all
Eli (Eli)
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Username: Eli

Post Number: 1680
Registered: 11-2003
Posted on Tuesday, November 16, 2010 - 1:23 pm:   Edit PostDelete PostView Post/Check IPPrint Post   Move Post (Moderator/Admin Only)Ban Poster IP (Moderator/Admin only)

Time for a little recap it seems.

A friend of mine was working for a computer company. One day she took a call from a customer, that obviously had a serious hardware malfunction on one of the company's computers. It was purchased less that a year earlier, so still within warranty. But in order to access the warranty entitlement, as well as the details of the computer's configuration, she needed the serialnumber. So she asked him to provide it.

He did not provide something he thought was the serial number. Explore.

Also, his reaction was extremely arrogant.
Balin (Balin)
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Username: Balin

Post Number: 8521
Registered: 4-2010
Posted on Tuesday, November 16, 2010 - 1:33 pm:   Edit PostDelete PostView Post/Check IPPrint Post   Move Post (Moderator/Admin Only)Ban Poster IP (Moderator/Admin only)

Did he think she already knew the serial number?
Eli (Eli)
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Username: Eli

Post Number: 1683
Registered: 11-2003
Posted on Tuesday, November 16, 2010 - 2:01 pm:   Edit PostDelete PostView Post/Check IPPrint Post   Move Post (Moderator/Admin Only)Ban Poster IP (Moderator/Admin only)

Did he think she already knew the serial number? Yes-ish. He simply said to her,very arrogantly, 'that is your job to know'. But there is a little more to it.
Balin (Balin)
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Username: Balin

Post Number: 8527
Registered: 4-2010
Posted on Tuesday, November 16, 2010 - 4:24 pm:   Edit PostDelete PostView Post/Check IPPrint Post   Move Post (Moderator/Admin Only)Ban Poster IP (Moderator/Admin only)

Did he think she had every customer's serial number on file? Did he think she could solve the problem without knowing any/many details?
Eli (Eli)
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Post Number: 1686
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Posted on Tuesday, November 16, 2010 - 5:27 pm:   Edit PostDelete PostView Post/Check IPPrint Post   Move Post (Moderator/Admin Only)Ban Poster IP (Moderator/Admin only)

Did he think she had every customer's serial number on file? Sort of, he thought that she would have access to that information, and when she told him that the sales records were not linked to the support database, he insisted it was her job to find out. And he gave her the approximate date of purchase. Did he think she could solve the problem without knowing any/many details? Nope
Balin (Balin)
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Username: Balin

Post Number: 8531
Registered: 4-2010
Posted on Tuesday, November 16, 2010 - 8:02 pm:   Edit PostDelete PostView Post/Check IPPrint Post   Move Post (Moderator/Admin Only)Ban Poster IP (Moderator/Admin only)

Did he think she could hack into the system just to find his serial number? That it was her job to? Did he want her to?
Eli (Eli)
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Post Number: 1691
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Posted on Tuesday, November 16, 2010 - 8:09 pm:   Edit PostDelete PostView Post/Check IPPrint Post   Move Post (Moderator/Admin Only)Ban Poster IP (Moderator/Admin only)

Did he think she could hack into the system just to find his serial number? That it was her job to? Did he want her to? He didn't ask her to hack into any systems, but he clearly told her that it wasn't his job to go over to the faulty computer and read the serialnumber. She actually ended up trying to find it. How do you think?
Balin (Balin)
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Post Number: 8536
Registered: 4-2010
Posted on Tuesday, November 16, 2010 - 8:13 pm:   Edit PostDelete PostView Post/Check IPPrint Post   Move Post (Moderator/Admin Only)Ban Poster IP (Moderator/Admin only)

By Googling it? By calling the company which sold him the computer? By searching the database of the computer comany?
Eli (Eli)
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Post Number: 1692
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Posted on Tuesday, November 16, 2010 - 8:29 pm:   Edit PostDelete PostView Post/Check IPPrint Post   Move Post (Moderator/Admin Only)Ban Poster IP (Moderator/Admin only)

By Googling it? By calling the company which sold him the computer? By searching the database of the computer comany? This, she managed to get hold of someone in sales and together they found the date the equipment was purchased. But that didn't help much. Why, do you think?
Balin (Balin)
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Username: Balin

Post Number: 8544
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Posted on Tuesday, November 16, 2010 - 9:21 pm:   Edit PostDelete PostView Post/Check IPPrint Post   Move Post (Moderator/Admin Only)Ban Poster IP (Moderator/Admin only)

Was the computer actually under warranty? Were there a bunch of those particular computers sold on that day? Or was it impossible for him to have bought that computer on that day (i.e. that model had not been released yet)?
Eli (Eli)
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Post Number: 1696
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Posted on Tuesday, November 16, 2010 - 9:44 pm:   Edit PostDelete PostView Post/Check IPPrint Post   Move Post (Moderator/Admin Only)Ban Poster IP (Moderator/Admin only)

Was the computer actually under warranty? Yes Were there a bunch of those particular computers sold on that day? Yes, and a bounch to the same company. So time to wrap this one up. Or was it impossible for him to have bought that computer on that day (i.e. that model had not been released yet)?


************SPOILER***************

My friend used to work at front line tech support for a computer company in Oslo. One day she got a call from a customer regarding a faulty computer. After deciding the cause a hardware failure, she asked the man for the serialnumber. He refused to give it to, and told her she should have that already.

She told him that she didn't, that the sales database was not connected to the tech support database in any way and that she needed the serialnumber, both to verify warranty and contract status, but also to pull up the details of the computer's configuration. The customer told her that was her job and what month the computer was bought. So she eventually managed to find someone in sales and find the sales order - only to discover that the company had bought several dozen computers on the same order. So I guess she should have brought the crystal ball to find exactly which one that was failing, lol

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