Hello, I have a problem that I can't tell you about.

Pretty much every job I have ever had has been in some sort of customer service capacity. In those jobs, I have encountered some dumb questions and customers with problems that they can't figure out. While they may not know a lot about their problem, I could usually fix it through a series of questions. However, now that I work in an IT type position, my clarification questions can't even be answered. To give you an example, I have prepared a paraphrased conversation I had with a coworker (CW) yesterday. A little more info on this before I start though. The system they called me about is one that I don't work with very often. In fact, when a customer has a problem with it, they are supposed to call a completely different workgroup for help. However, since I'm a nice guy, I try to help out. Well, enjoy the conversation.

Me - Hi, CW.

CW - Hi, I have a client that is having a problem with the system.

Me - Okay, what is the problem?

CW - When they sign in all of the numbers are Xd out.

Me - What numbers?

CW - I don't know.

Me - Well, where in the signing in process are they?

CW - I took them through that PDF that they sent out.

Me - Okay, but what was the last step they did?

CW - I don't know, I went through the PDF with them.

Me- Right, but I'm not familiar with that PDF, can you tell me the last thing they did?

CW -We went through the PDF.

Me - Is this the first time they have signed on?

CW - Yes.

Me - Okay, have they created their security questions?

CW - I'll tell them they need to do that.

Me - Wait, have they created the security questions?

CW - I don't know.

Me - Where in the signing in process are they? What was the last thing you had them do?

CW - I don't know, we went through the whole PDF.

Me - I understand that, but I don't know what PDF you are referring to. Has the client signed in or are they having problems with that process?

CW - I don't know. I'll just try to help them myself.

Me - Okay, bye.

I'll admit that I am not the best at fixing these sorts of problems. However, I'm not an effing psychic. Please provide me with a few details about the issue. I can't just magical make something work, because you say it's not working.

I never found out what exactly the problem was and my best guess is that there wasn't a problem. I'm pretty sure the numbers being Xd out is a normalcy for the system they were working in. Since, my coworker couldn't tell me anything other than there was a PDF involved and it resulted in numbers being Xd out - I just couldn't help. What fun awaits me today?