Re: Kudos to the Microsoft disability desk


Tony Ballou
 

Hey Shaun,


Oh yeah, I have been victimized like that a few times too. Though not as
a net admin, but in enough situations to totally dig where you're coming
from. The long nights over coffee trying to find either this unconnected
dot, that particular missing file, or in some cases where I have to
break out the stronger stuff and sit down with my sighted comrade and
babysit over a nuke and pave job; there are times when things are just
no fun! Grins.


Tony

On 11/21/2017 6:02 PM, Shaun Everiss wrote:
Actually its not all the tech's fault over the last little while I
have been having an issue between my dad refered here as the user and
me the admin of the network with the winmail.dat issue.

I have always handled this issue.

Suddenly ms rings me as I expected quoting the case number.

Fine, but suddenly the user is there he wants to make sure its
microsoft and not a spammer.

Can I please handle this.

My mistake was getting up.

So he hogs the call to the tech and handles the issue instead of
asking me for things he handles it all.

He wants my case number which I just handed him.

He takes control of the issue which while I know not much more than
him he knows almost nothing about exactly what is going on he can't
even follow what is going on.

Suddenly its over, the call is over.

I come back, and check right away I see logging is on and a few other
things.

After completing a office repair and a few other things searching on
the net and hoping its all gone I come back in and well the issue is
still there.

While this was a small problem I now have no idea on the problem's
status and the user is no help in that reguard.

I have had worse issues than that, once my brother wanted to convert a
file and well, instead of looking for me he decides to randomly do it.

After a reformat to get rid of all the spyware the issue is still not
resolved.

Eventually he gives me the file and I do it and give the right one back.

Further a field in at least 3 sepperate occasions 2 of my remote users
have decided to take issues complex enough on their own for me to
solve and tried to do it themselves.

One of them took it on himself to copy his user account straight into
another folder without following the correct procedure.

This same user then tried to get a skype recording program that was free.

I had to remove and recreate his user account and then after a lot of
cleaning and reformatting was able to finally get down to the problems
and fix them which were quite simple.

In another instance, the same guy had a problem, something on his
system or online said his system was not secure.

He had had a lot of icons that were popping up which he assumed were
viruses.

I spent most of the night clearing spyware off the system and
recreating the account.

The icons were in fact his various programs with updates and other
things wanting his attention.

I have also had the case where people have got a virus and instead of
getting the right amount of tools to clear it, take a nuke, a sledge
hammer and a bulldoser to do it all for them.

The virus is gone.

Most of the system is gone, guess who has to remove all the software,
install a single tool and clear off the junk taking off the hard
drive, defrag the drive, update the os and make it work.

Guess who has the job of staying up all night fixing things, not to
mention everything needs code authorisation again, and after that
windows was alegal, I had to ring ms to get key resets to.

So yeah as a tech myself I really do wish the users don't but in when
I am trying to handle issues they pass on to us.




On 22/11/2017 10:54 a.m., Tony Ballou wrote:
Hi Mary,


Lol!  Absolutely! And as a tech who calls the answer desk a lot when he
doesn't understand some of the stuff that the sighted world techs do to
systems in the name of troubleshooting, there best job is indeed taking
the box to the car.


Tony


On 11/18/2017 4:12 PM, Mary Otten wrote:
A week or so ago, there were a lot of messages on a topic I started
regarding my new windows 10 PC and it’s inability to sometimes shut
down completely or be unresponsive after restarts, where settings
wouldn’t open etc. Also there was this thing where nVDA was talking
even after it had not been loaded when the machine was trying and
failing to shut down. I had the machine back in the shop again, and
the unskilled workers who work there, at least I hope that’s what
they are rather than competent technicians, said there was nothing
wrong with it. So we brought it home again, and it exhibited the
same unfortunate behaviors. Before giving up completely and just
turning the machine back in before my 15 day return with no
questions asked Time limit Ran out, I called the Microsoft
disability helpdesk. The first guy I talked to was on the phone and
remoted in to my computer trying to do different things for well
over an hour. He finally decided that the only solution was a
reinstallation/repair of windows. That necessitated a long download.
And here I thought my Internet connection was faster than it
apparently is. Anyway, following long download, I called back, spoke
to another technician, who initiated the installation and repair
process, which went fine. The machine is now working as it should.
Amazing what real technicians who know what they’re doing and do.
Moral: never pay the so-called technicians in a big box store to do
anything but carry your box to your car.

Sent from my iPhone






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