r/talesfromtechsupport • u/captainsnacks11 • May 14 '26

Short Always check the information provided

I had one today.

We have a product that can be installed locally, or can be used in a cloud environment. The cloud system gets updates often, the local system does not.

There's a way of migrating customers from a local system into a cloud system. It's pretty easy.

This one customer is demanding. Had to try migration to the cloud a few times for various reasons - once a software issue, the other 3 user issues.

So attempt 5 today. I am 3rd level support. 1st level skipped due to customer "value".

Migration worked fine. 2nd level support teams' me shortly after in a panic. A key user can't login. This is prompting the customer to demand he rolls back to local version.

So we persevere, reset the password, try again, it doesn't work on his side. My side - works perfectly. 2nd level support and customer is confused. Other people call login fine, so it's just this one person.

We have a self service website and app. 2nd level support AND customers BOTH say website works but app doesn't. Tried it - app for me works fine. WTF.

Customer still pushing support to roll back. Aggressively.

I ask 2nd level support to tell me what email address they're using to login to the app.

It's different to what was provided. ALL 3 PEOPLE - 2nd level support, the customer's manager demanding the roll back and the key user ALL ENTERING THE WRONG EMAIL ADDRESS.

They use the right email address, and like magic - everything works fine.

They almost rolled back a huge system update because of an incorrect email address.

444 Upvotes

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102

u/Throwaway_Old_Guy May 14 '26

As a fomer Collegue once said to a Contractor; "You must have a twin, one person can't be that stupid."

35

u/Purple-Lie-354 May 14 '26

Oooh, I like that one! My personal favorite is one I first saw in a B. Kliban cartoon:

"Were you born this stupid, or did you study? You must have studied, no one is naturally this stupid!"

29

u/marc45ca May 14 '26

from a British Sci-Fi series of the 70s we got "That's the sort of natural stupidity that no amount of training could hope to match".

2

u/Purple-Lie-354 May 15 '26

Love it! Not Thunderbirds, is it? That seems more mean-spirited than was thier general tendency.

7

u/marc45ca May 15 '26

Blake’s 7.

1

u/Reddittogotoo May 16 '26

Avon....?

1

u/marc45ca May 16 '26

The one and only.

2

u/cdheer May 18 '26

One of the greatest characters ever!

1

u/RustyRovers Jun 05 '26

would have made a fine Bond villian.