Calling tech support sucks. But here's a helpful reminder: sometimes it's not the tech guy's fault the experience is frustrating. Sometimes it's the user
A Canadian customer was calling to find out if there was a faster way to trigger menu commands than mousing up to the menus.
Agent: Certainly, sir. There are keyboard shortcuts for many of those commands. For example, suppose you want to trigger the Select All command…
Caller: Yes, I use that one all the time! How do I do it?
Agent: Well, you just press Control-A.
Caller (after a pause): Well, that's not working for me.
Agent: Do you have a text document open in front of you?
Caller: Yes, I sure do.
Agent: OK, now press Control-A.
Caller: I am, but nothing happens.
Agent: The text isn't highlighted?
Caller: No, there's no change at all.
Agent: That's odd. If you press Control-A, the whole document should be highlighted. Try it again. Press Control-A. Tell me exactly what's happening.
Caller (nearing his Canadian breaking point): Listen. I'm pressing Control, eh? And nothing's happening, eh?