Re: Dell's help desk script
I used to work at s startup that purchased a significant number of Gateway 2000 machines, one batch of which had the hard drives making the dreaded "click of death" within a month or two of being put in to use.
We would normally just pop the drive out, package it up, call Gateway support, and they'd cross ship a replacement. However, one time my colleague and I got someone who was determined to stick to the script, and my colleague was feeling a bit grumpy...
My colleague: We've got another click-of-death drive, from machine <serial#>. Could you ship us a replacement?
GW2K: Is the drive installed in the machine?
C: No - it's packaged ready to return
G: Please install it in a machine - I need to hear it.
C: Seriously? We've returned a dozen of these so far, and no one has needed to hear it.
G: Please install in a machine - I need to hear it.
C: (Sits patiently doing nothing for 3 minutes). OK - it's installed in a machine.
G: Please turn it on so I can hear it.
C: (Make noise with mouth) Click! Click! Click!
G: You're making that noise with your mouth!
C: No I'm not.
G: Yes you are!
C: Nope.
G: (long pause) OK - here's your RMA number ...