Hotmail?

User: I cannot open my email attachment in gmail..
Tech: Okay, what kind of file is it? A word document?
User: Yeah, i think...it says .docx
Tech: Okay, that means that it is a word 2007 file.
User: Okay I don't have the new word.
Tech: I would suggest hitting "View as HTML" at the bottom of your email.
Tech: This will allow you to copy all of the information from your attachment into a new word document.
User: OH!! Cool, I didn't know that if you hit "Hotmail" that it would let you see the document.
Tech: You mean HTML? heh. It's not hotmail, it's an abbreviation for a computer language..all you need to know is that it will allow you to see the text.

Ready when you are..

Email conversation:

User: "I keep getting this error when I am on Internet Explorer."

Tech: "Please give us a call at 4111 so we can remote control and investigate."

User: "Hi I’m here do you have a minute now?"

Tech: "We have several staff here in the event that I am on a call."

User: "So are you available now?"

Tech: "If I am not on a call I am available – at the time of this writing I am available, but we have several qualified staff that can also assist you in the event of the phone ringing."

User: "Ok I’m ready if you are"

User: "I am still getting the error message. When will I be able to have someone find out why it is happening? Error message attached. Thanks"

Tech: "Please give us a call at 4111 so we can remote control and investigate."

Peoplesoft is hard.

User: "I need to find... where I enter my grades"
Tech: "Ok start by going to (website)..."
User: "Oh I'm here I just don't see what to do.."
Tech: :: proceeds to have her try and navigate for 10 minutes ::
User: "I don't see any of that here. Now I haven't logged in yet. Should I log in?"
Tech: "....please log in"
User: "Okay so.. umm.. lets see... there's um.... " :: continues to talk :::
Tech: "Are you logged in now?"
User: "I see these other things... there's some icons.. and a place to login at the bottom."
Tech: "Log in please."

User eventually logs in, and we make an appointment to get her trained.

UPDATE: We discover she wasn't entering semester grades. She was actually entering grades for an individual test, which is done in WebCT, not peoplesoft.

I want your wireless!

User: "I can't connect to wireless anymore."
Tech: "And you're off campus?"
User: "Yes, the wireless name I usually connect to isn't there."
Tech: "What internet provider do you use?"
User: "Oh I don't have one of those."
Tech: "Well, then, you probably were using someone else's wireless... something that they paid for, but was left unsecured. It could be gone for a number of reasons".
User: "What? I thought since you gave me the laptop, you also provided internet."
Tech: "We don't really do that. You'll have to be on campus to get our internet"
User: "Well I want the school's wireless at home."
Tech: "...."
"Let me transfer you to telephone services."

File BACKUP

User: "Something happened to my excel file."
Tech: "Let me remote you. So, what seems to be the problem?"
Users: "There's two copies of my excel file. You can see it right here."
Tech: "You mean the one called sunday brunch.xls and sunday brunch BACKUP.xls"?
User: "Did something happen with the servers? Do you think a restart would fix it.?"
Tech: "No, that wouldn't do anything. More than likely this was deliberately done by someone with access to the folder. We don't really duplicate files and then rename them, especially a file so far into your department shared folder."
User: "I'm not saying you did. I'm just asking if you might know how it got that way. I don't know what file to work on."
Tech: "Does someone else have access to the folder?"
User: "Yes one other person"
Tech: "Have you tried contacting her to see if she made a backup?"
User: "No, she's out of the office."
Tech: "I would try your best to contact her via email to see if she made a backup. Most likely she did."
User: "Well how am I suppose to work? I don't know what to work on."
Tech: "I would work on the one that doesn't say BACKUP on it. It's probably the same one you're used to."
User: "No no that's unacceptable. I'll just have to figure this out."
:: hangs up :::

Save to where?

User: I need to open a document and save it as another document.
Tech: Okay, like "Save As"
User: Yes I used to be able to do that, and now with Vista I can't do that anymore, and it's a hassle to create a new document over and over. I just want to save as each time.
Tech: Okay, are you working in Word, or Excel?
User: Umm, I don't know. Its like new, and umm..
Tech: What does it say at the very top of the window.
User: Oh! Microsoft Word
Tech: Okay, do you see the windows icon in the upper left hand corner? It looks like 4 squares linked together.
User: No...oh there it is.
Tech: Can you click on that and tell me what you see. You should see the option that says "Save As"
User: I don't see that.
Tech: What do you see?
User: I don't know.
Tech: Okay, I'm going to have my supervisor remote control. Is that okay with you?
User: Sure (angry tone).
Tech: Is this what you were looking for? (After clicking the windows icon)
User: yes. how did you do that.
Tech: I clicked here. With my mouse.


The user was just upgraded to Vista but had in fact been working in Office 07 for a while now...really?...

User Babble

"Wait a second, I need to figure out how to write an "f"
- anonymous user

- The user was writing down her temporary password at the time.

Vistasoft?

User: "Is there anything wrong with Peoplesoft? I logged in and I don't remember where I logged in. :: laughs :: I just got a new Vista machine. I don't know how to shut it down. How do you shut it down? Ctrl Alt Delete? There's no option."
Tech: Click on the icon on the bottom left of the taskbar, then click shutdown.
User: "Oh it's hidden!"