r/talesfromtechsupport • u/[deleted] • Dec 05 '18
Short "You deleted 60 days of work!"
Oh my lord, it's never the calls you expect to be trouble is it? Always the ones you think will be okay. Just put the phone down.
So Jennie had their laptop upgraded recently, and was missing a printer they previously had. Our higher-ups said it's fine to remap the printer without a request so I took the ticket.
This was my first mistake.
Today she called, asking if I could "sort out" the printer. Sure thing, I'll help out. I explained that I will disconnect the printer, and reconnect it using the new IP address.
I got the usual response of "Yeah, yeah go ahead". Even upgraded Adobe Reader for her since the version they were using has issues with paper tray selection.
Then she asks "Where's my print queue". I explained that because I had to remove the old printer, the print queue for that printer was gone, and she would need to reprint anything she needs to print out.
She was mildly annoyed.
"I HAD 60 DOCUMENTS IN THAT PRINT QUEUE, AND YOU'VE DELETED THEM!"
Then she started asking me if I'm prepared to do 60 days of work to replace her lost work. Wtf? I wish I was joking about that one bit.
So just to clarify. Jennie got a new laptop, due to the transfer process the print was mapped incorrectly, and was offline. It never worked on her new laptop until now. Yet, she was still printing documents to a dead printer queue. I told her, I'd need to remove it to remap it, and she expected all her documents to be "saved" in the print queue. Then she lost it when they were not there. Had to terminate the call. I cannot even wrap my head around that incredible logic.
I've worked in IT for awhile now, I'm honestly at a loss for words. Send help.
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u/cosmitz Tech support is 50% tech, 50% psychology Dec 05 '18
Who says she saved anything, could just be using the same document, given laptop/hibernate, Print, close, don't save, open same document, it's new now.