Overtime tech call

Customer: Your program is crashing on my computer.

Tech: When was the last time it worked?

Customer: I don't know... I used it last week.

Tech: Has anything about your computer changed in the last week or so?

Customer: No. Nothing. I haven't changed anything in several months.

Tech: Run the program and tell me exactly what you are doing and what you see.

Customer: Ok, I go to START and run the program. I am opening a new file, It just Crashed.

Tech: Close the Crash screen. How many colors is your system setup to display?

Customer: 16 colors.

Tech: The program requires a minimum of 256 colors, have you changed this lately?

Customer: I changed it a few days ago.

Tech: Change it back to 256 colors.

Customer: Ok, I changed it because I got a larger monitor and it displays faster with 16 colors.

Tech: I thought you said nothing was changed in the last several months.

Customer: I only changed the monitor.

Tech: Run the program again.

Customer: It is working now.

Tech: Great have a nice day.

- 5 minutes later -

Customer: My digitizer is not working with your program now.

Tech: Is the program still working?

Customer: Yes, but I can't digitize anything.

Tech: When was the digitizer last working.

Customer: Last week.

Tech: When you changed your monitor, did you possibly unplug the digitizer?

Customer: I don't think so, let me check. -- No, the digitizer is working, but the program does not see it.

Tech: When you changed the monitor, did you also change the video card?

Customer: No I didn't change anything inside my computer.

- After some tests -

Tech: It looks like a local tech will need to look at your computer.

Customer: I can't wait until tomorrow, I want you to fix it for me now.

Tech: I have done as much as I can over the phone.

Customer: I want to speak with the president of your company.

Tech: It is after hours here, he has left for the day.

Customer: Hold on I will call his mobile phone.

- President calls -

President: Is there anything you can do to get this client working.

Tech: No, it looks like a hardware problem.

President: Do everything in you power to get it working.

- After a long diagnostic process it is determined that a local tech is needed.

- Next day -

Local Tech: What do you think the problem is?

Tech: It sounds like the serial card is not communicating with the computer.

Local Tech: I was here yesterday to replace a bad mouse and serial card.

Tech: I was told that nothing was changed in the computer lately.

Local Tech: That's not true, we changed the serial card yesterday afternoon.

- It was determined that the new serial card is defective. It was replaced and everything worked well again.

This issue consumed over 3 hours of telephone tech time.