I work support for a
very prominent IT company. We almost always have to contact the clients
and request additional information to help us solve the cases as the
information they provide in the base tickets is usually vague / useless
Me: Hello, sir, could you please send me the
transfer file? It will help me track down the disconnect between your
computer and our server.
The client sends me a local filepath.
Me: Sorry, you seem to have sent me the
path to the file rather than the file itself by mistake. Could you send
me the file?
Client: It is on my computer.
Me: Sorry, what? Are you asking me to
connect with you to retrieve the file? It would be much faster if you
just sent it to me. Is sending it not possible? I need it to help
you with this case.
Client: I sent it. Can you not open
Me: No, I
can’t open it since the filepath leads to your computer. I can’t access
it unless I SSH in with your access credentials.
Client: Okay, here you go!
They send the same
filepath as earlier.
Me: That’s the same filepath as last time.
I can’t access a path on your computer unless you provide me with access
credentials to your device.
Client: I have the file. I checked,
it is there.
It’s worth noting that
this conversation took place via e-mail over the course of several days.
I ended up using the company’s directory to contact one of the client’s
coworkers who ended up e-mailing me the file instead.