My boss sent an update of our current program via modem to all of our online
customers, with instructions to call in and be walked through the upgrade if
they needed it. He had to leave the office for a few hours, so he gave me
instructions on how to start the upgrade once they had downloaded it.
I got a call while he was away. Details you should know: the lady who called me
for instructions was not the person who was operating the computer. That person
was on the other side of the room, and everything had to be relayed through the
lady on the phone. For reasons of brevity, I won't bother typing out every
sentence being repeated several times back and forth.
Customer: "We got your program, along with a note that we were supposed to
Tech Support: "Ok, I can help you with that. Type [the command] and press
Customer: "It says that file doesn't exist."
Tech Support: "Huh? Ok...are you in the [directory] directory?"
Tech Support: "Hmmm. Let's try this again, just to be sure."
I spelled out the command exactly and got her to read it back to me before she
hit Return. But she got the same error.
Tech Support: "All right, let's make sure the program is installed in the
right directory. Could you take a look in the directory tree and let me know
what you find in--"
Customer: "Tree? TREE?? There's no trees anywhere near my computer! Whaddaya
mean a tree might have caused the problem???"
Needless to say, that took a while to straighten out. Anyway, it turned out the
upgrade wasn't in the directory at all.
Tech Support: "Did you receive the program OK? No error messages or anything
popped up during the transmission?"
Customer: "Oh no, everything went fine. I've got it right here in my hand."
Sigh. Someone had transferred the download to disk in order to install it on a
second computer, handed it to her, and told her to call us. Apparently it never
occurred to her to get the program on the computer somehow before calling.