1,212 — Providing Tech Support

Technology is only as good as its operator. Learn more about it on this episode.
Slow dialog: 1:16
Explanations: 3:29
Fast dialog: 17:54
Max: Hello, hello, is this call-in tech support?
Grace: Yes, my name is Grace and this is the help desk. How can I help you today?
Max: I’m having a problem with my machine and I don’t know what to do.
Grace: Have you tried reading our online troubleshooting guide or asking your question on the support forum?
Max: The what?
Grace: Never mind. Can you describe the problem you’re having?
Max: It doesn’t work.
Grace: I understand that. What exactly is the malfunction?
Max: It’s not working.
Grace: For me to diagnose whether it’s a software or hardware problem, I’ll need more information. Unfortunately, I can’t repair it remotely.
Max: Okay, I understand.
Grace: Good. We offer all kinds of support, from setup to customization to disaster recovery, but I can’t do anything if I don’t understand the problem.
Max: Okay.
Grace: Could you walk me through what happens when you turn on the machine?
Max: Nothing.
Grace: Nothing? Nothing at all?
Max: Zip, zilch, zero.
Grace: Sir, is the machine plugged in?
Max: Oh, it needs to be plugged in?
Grace:

Script by Dr. Lucy Tse