Sometimes, you don’t have to leave the house to have an awful client support story. I’m a student living at home and my mom woke me up in a panic:
Client: My computer isn’t going on!
I checked everything’s plugged in, press the On button, nothing happens.
Me: Huh, weird. It was totally fine yesterday. Did you try plugging it into a different plug to check it’s not just the outlet?
Client: Yes, I’ve done that.
Me: Oh. Well, it’s a fair few years old, something could have gone wrong with the hardware.
Client: Do you think I should take it into where you got your laptop fixed?
Me: Yeah, they did a good job.
She decided to take the computer straight there as I make a cup of tea and become more lucid. As I do I have a feeling I should have questioned her troubleshooting a bit more.
She gets the computer back the next day.
Me: Wow, that was quick. What was wrong with it?
Client: (a little huffy) Nothing! They just plugged it in and it turned on fine.
Me: Yeah… when you told me you tried a different plug, did you actually try a different plug?
Me: (pointing to the extension board at the computer) Are you sure you didn’t just put the plug into a different place on the same power bar?
Me: I’m pretty sure that’s what happened otherwise it would have turned on. The issue is the old power bar.
Client: Well, I’m going to go out and buy a new power bar then.
She paid a non-refundable deposit just to be told to do the same thing I asked her to try originally.