Help is Not Always at the Help Desk

Serenity Now!

Wow. I recently received an email concerning an account creation for a particular company I have never had to call. In the email, the technician gave me a temporary account, email address, but no password, but gave me a number to call to have a helpdesk technician “reset” my password so I could use it for the first time. I called the number, gave the person my ticket number and the craziness began. First, my ticket was closed. This was the first and only time I ever called about it. Second, they kept talking about ID and account names that I had no familiarity with…”well, do you need this?”. I told them I just needed an user name/password for their account. I was clear to tell them what it was for, and that I would then also need instructions on how to access what I needed. I gave my email address to the technician and he told me he would send me instructions.

I was told that password resets were handled by another department, so I called the other department. The other department, when I explained my issue, was not surprised that the previous department forwarded them to me – apparently it was wrong and it happened quite a bit. I then called the original helpdesk again hoping to get my account in order. I started off my explaining what happened before – and just my luck – I was talking to the same person. He asked me if I had received the email he sent and I told him no. I spelled my last name for the 5th time and he soon realized he did not have the correct spelling. I told him I would forward him the original email with the account information so he would have it as proof I was who I said I was.

I asked him for my email address. Let me re-phrase that. I asked a HELPDESK technician for his email address. “Hmm, can you open Outlook and find me?” I said no, I am not using Outlook – nor do I have your address book. “Hmm…I do not know my email address, I have never used it outside of our network”. At this point I literally asked him to look to his right and ask the person next to him what his email address was. At this point he also got my email and so I asked him if he could just email me with the account information I needed instead of listen to his breathing on the other end. He said “well, you did not get my first email”. I said “You got the email from me, right?. “Yes” he said. I waited for the obvious, but when it did not come, I said – “well, reply to it”.

Wow. Time for a real Coca-Cola.

7 thoughts on “Help is Not Always at the Help Desk”

  1. Doug Blatti

    Apparently the other 500 times I have explained this to you is has not sunk in. Maybe some CAPS will help.


  2. Doug Blatti

    I bet you are thinking to yourself “Doug can’t even leave a comment without making a typo”, aren’t you. You need help. Perhaps an intervention, some church, and a class at NPU.

  3. jenz

    Ha! Yeah, I do expect a lot…like some basic computer or familiarity with “internet terminology”. Perhaps if I would expect the bare minimum I would be much better off. Just answering the phone would be great!

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