TECH SUPPORT
Prompt - Tech Support : Use computers or a conversation with tech support you've had as inspiration
"Help Desk. Sean speaking, how can I help?"
"My PC isn't working."
"OK, can I just take some details first please? Can you give me your name?"
"Garfield Strange. I'm in Accounts."
"Thank you Garfield, and is the problem with a laptop or a desktop PC?"
"It's on my desk." Sean sensed this was a long one coming.
"Yes, but is it the type you can fold up and carry away with you?"
"Fold up? What do you mean 'fold up'? It's a computer, not a sweater."
"I mean that the screen and keyboard would be attached to each other, and hinges allow the screen to fold down on to the keyboard for carrying. But it sounds like you don't have one, so you must have a desktop. Is the PC actually on your desk, or in a cradle underneath?"
"I'm looking at it."
"So it's on your desk, yes?"
"Of course it's on my desk, how else could I look at it? You're the one who called it a desktop."
"OK." Sean paused to take a deep breath. "Near to the button you press in the morning to turn it on there should be a white label with a serial number. Could you read it out to me please?"
"I don't turn it on, Janice does that."
"Well can you see a white label anyway?"
"No, just a sort of code thingy down the bottom right corner."
"OK, can you read that back to me please?"
"Haitch. Pee. They're both capitals. Then a double yoo. That's small. Then a number. One. Nine..."
"Can I just stop you there Garfield? That's not the number I need so there's no need to read the rest of it. That's not your PC, that's the monitor."
"Monitor? What are you on about. It's on the bottom of the screen."
Yes, I know. But it isn't the screen number I need, I..."
"Well you said to read out what was on my desk, so maybe you need to clearer. Do you mean the typewriter bit? That's got some number on it too."
"No, no, not the keyboard, it's the black box that get's turned on first thing, and which you can insert USB devices into."
"US what? What are you on about? Are you going to get my computer working or not?"
"That's what I'm trying to do, I just need you to help me through the steps, OK? It would really help if you can find me this number. Is there a black box under your desk, sat in a cradle?"
"The thing that makes the whirry sound?"
"That would be it, that'll be the cooling fan you're hearing. Can you look at that and read off the serial number please?"
"But it's on the floor."
"Yes, that's to save space on your desk."
"But you said it was on top of the desk. You said that right at the start."
"No, I said it was a desktop, it's just the name we give them to distinguish then from laptops, but they don't actually have to sit on your desk."
"Sounds stupid to me, but you're the technical man, so I suppose you must know. I have trouble bending down though so I'm not sure I can be doing that you're telling me."
"Ok, is there anybody there who could get down there for you? Janice maybe?"
"Janice isn't in today. Sick or something." Sean smiled for the first time since the call began.
"So with Janice not being there did somebody else switch your PC on for you?"
"How would I know? I didn't get in until nine thirty. Bloody trains, another one late. It's getting to be so bad they might as well rewrite the timetable to match what they are actually capable of. Do you use the trains?"
"No, I don't but..."
"Well you won't know how bad it is. Ridiculous. How do they expect people to be productive in this country if the trains can't run on time? I'm right, aren't I?"
"If we could just get back to your PC, please? Can you look at the box on the floor and tell me if there's a green light showing?"
"Why? I thought you wanted the serial number? Why are you changing your mind now, don't you know how to fix this?"
"Garfield, please, can you see a light or not?" There was a pause and plenty of background muttering and grunting.
"No."
"Then that might be your problem - a lack of Janice."
"Lack of Janice? Are you saying I can't do my work without Janice? I'll have you know I've been in this department thirty three years, while that girl's hardly been here six months."
"I mean without her switching your PC on it isn't going to do anything is it?" Sean fought to keep the exasperation from his voice. "So you need to find someone else to press the switch, unless you think you can bend down far enough?"
"Can't you do it?"
"I'm on the other side of town, so it's probably not a good use of my time to drive all the way over, press a button and drive all the way back. Not a very good use of company resources."
There was silence from Garfield. Sean sat back.
"Garfield?" Silence. "Garfield? Are you there?" He could hear voices, one of them Garfield's, the other younger and female. And amused. He heard the woman say 'there you go' and the man say 'thank you Grace'. Garfield came back on the line.
"I seem to have fixed the problem by myself so I won't be needing you any further." The line went dead.
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