This is my biggest pet peeve ever when it comes to helping people, and really it applies to any field, not just IT. If you’re in a position where people call you for help, then they should really have to listen to you and take your answer to heart. Why call some place up for help if you’re just going to question it, and throw your opinion into the mix when you have no knowledge what so ever that pertains to the problem at hand. If you actually knew shit about your issue to the point where you can fix things, you wouldn’t be calling someone else in the first place.
These people that call up for computer help are calling me to have something fixed, and then when I tell them what the issue is they disagree and say, “Well, I don’t think that’s the problem, I think it’s this.” I just feel like saying, “Oh, I’m sorry, I didn’t realize you worked in IT, by all means, don’t let me interrupt you, I’ll hang up now and you can go about diagnosing and repairing the problem yourself.”
It’s even worse when they disagree and offer up their answer that makes no sense at all. Here was the issue at hand:
Me: So what’s going on exactly?
Nurse: Well, I have dual monitors, and I run this same application in Internet Explorer on both screens. When I open this form in one window, it won’t let me open the same form in the other window. I need to be able to open two instances, one in each window, at the same time.
Me: Ok, I see exactly what’s going on. From what I’m seeing, either the web app itself, or the Java code, is making it so that the first time you open that window, it’s *requiring* you to do something with it before you can open another instance, or even click on anything else in Internet Explorer. It’s called a “persistant” window. You have to hit ok or cancel on it before you can move on.
Nurse: No, I don’t think that’s right. I’m pretty sure it has to be something with the dual monitors.
Me: … Well… Monitors are hardware, and they only deliver video signals from the computer. They play no part in affecting software like Internet Explorer, Java, or the web app that you’re using…
Nurse: No, I’m pretty sure that the monitors are what’s breaking this.
How do you argue with that infallible logic? I simply just said, “Oh, ok, if you think so.” and I sent a ticket on over to the appropriate analyst for the application she was using, since they’re the ones who code it, and would know if something is broke with the app or Java. I think the Nurse is just going to keep standing their waiting for a tech to physically walk over to fix her “broken” monitors.