I love this sort of daily interaction in software support

(this is an analogy don't break my balls over it)

Client : We need you to investigate the chair asap, we can't sit on it
Me: Ah ok, what's wrong with it?
Client: It just isn't working. Every time we sit down there's a sharp pain.
Me: *investigates*
Me: I see that there was a giant pin tack right in the centre of the chair. I've successfully removed the pin tack and now you can sit down again.
Client: Can you investigate what changed? We did not add that pin tack there, it must be an unexpected feature of the chair.
Me: I've reviewed the log and I can see that your user Sarah put the pin tack to the chair.
Client: No I can assure you that it was a bug with the chair, we wouldn't do that.
Me: The pin tack says "Sarah's pin tack" on it. And I can see on the CCTV she put it there yesterday.
Client: In that case can you investigate why it's possible to put a pin tack on the chair? That seems like a fault in the system. It would be helpful if it was pin tack proof even. Can you investigate anti pin tack measures to prevent user error?

/headdesk

Get back at them! Google "Bastard Operator from Hell"

don't do this lol

So relatable.

pinky0926 posted...

Can you investigate what changed?

"Sure, let me get back to you"

and then never get back to them

Sounds like an ez job

Kloe_Rinz posted...

"Sure, let me get back to you"

and then never get back to them

That's my go-to. Eventually we will end up developing anti-pin tack automations just so that we don't have to have these conversations anymore.

"I forwarded this issue to the experts" is also a nice ending.

Karovorak posted...

"I forwarded this issue to the experts" is also a nice ending.

it implies you are not the expert which is a sign of weakness. never display weakness to a user. they are to be thankful you are giving them the time of day

Direct them them to the readme file.

You could outright make shit up and say it was in the readme file.

Kloe_Rinz posted...

it implies you are not the expert which is a sign of weakness. never display weakness to a user. they are to be thankful you are giving them the time of day

Not really, at least not in my case.

My work is in a highly specialised industry, but with a broad set of functions.

There is no way for a single person to deal with every detail of the workflow, and that's even obvious to our customers. It also helps that we are B2B only, with a customerbase small enough to make the support more personal. We know them, and they know us, So I'm not "random microsoft supportguy #467" and they are not "random customer complain #1557"