This laptop is used by social workers for field interviews, so power-saving features are turned on, including the option to turn off the computer's cooling fan when it isn't needed. But it hangs sometimes, reports IT pilot fish. "I finally know what the problem is," user tells fish one day. "I was interviewing a man who told me he really knows a lot about computers. He showed me that the fan wasn't turning and told me the computer just needed a new fan belt."
Well, No. . .
User complains his new laptop won't hold a charge, and he's already replaced the battery once. Support pilot fish checks it at the user's desk. "The machine was so hot, we couldn't pick it up," fish says -- it's plugged into the docking station and the travel power cord. User explains, "I figured it would charge the battery twice as fast."
Plenty of packing
Helpdesk pilot fish instructs remote user to use plenty of packing material when shipping his laptop for repair. But when it arrives, the screen looks like it's been hit with a hammer. How was the laptop packed? "It was placed in the box with almost an entire ream of copier paper. Flat, uncrumpled copier paper," sighs fish. "Might as well have been a block of wood."
New remote hire can't dial in to get email, and IT pilot fish is baffled. "We went through the network and dial-up settings, but nothing was like it was supposed to be," says fish. "Finally, after two hours, I ask him out of pure frustration, 'Is this the laptop that I sent you?' Dead silence -- then he said, 'No. . .' "
Travelling user calls support pilot fish to complain that his remote access isn't working. Nothing fish tries fixes it, and user is getting irate. It takes several days before user adds one more detail to his complaint: "I forgot to mention that the laptop was damaged due to a fall of my suitcase at the airport."
Visiting VIP's laptop has an "I" key that won't work, and support pilot fish is asked to help. But he's too late. "I thought I'd seen everything," says fish. "But VIP uses a screwdriver to remove screws from bottom of laptop -- it's still running -- flips it upright, pries out the keyboard, removes the cable, blows on the connectors, then puts it back together. It now works." Turns out VIP's own helpdesk knows about the problem and advises travellers to keep screwdrivers handy just in case.