Keeping Our Standards High
User: Hi, I can't get my external keypad to work on the new laptop you sent.
Me: Oh? Is it giving you an error message?
User: No, it just won't fit.
Me: How does it not fit?
User: It just won't fit in this new laptop. I already called to have a new external keypad sent.
Me: How does it plug into the laptop?
User: The keypad has one of those cables with a flat end.
Me: Is it a usb cable?
User: Yeh, it's a flat headed usb cable.
Me: *Crosses himself* Do you see how the end of the cable has one side filled in?
User: Yes.
Me: Where it plugs into the laptop, do you see how one side of that is filled in?
User: Yes. I get them to line up and it just won't stay connected.
Me: What happens when you turn the end of the cable upside down and push it in?
User: Oh it went in!
...I dread the day I need to guide this person through doing anything more technical than flipping a light switch...
Me: Oh? Is it giving you an error message?
User: No, it just won't fit.
Me: How does it not fit?
User: It just won't fit in this new laptop. I already called to have a new external keypad sent.
Me: How does it plug into the laptop?
User: The keypad has one of those cables with a flat end.
Me: Is it a usb cable?
User: Yeh, it's a flat headed usb cable.
Me: *Crosses himself* Do you see how the end of the cable has one side filled in?
User: Yes.
Me: Where it plugs into the laptop, do you see how one side of that is filled in?
User: Yes. I get them to line up and it just won't stay connected.
Me: What happens when you turn the end of the cable upside down and push it in?
User: Oh it went in!
...I dread the day I need to guide this person through doing anything more technical than flipping a light switch...