One of our Help Desk team members spent more than six hours over two days working with one of our customers on a problem which did not make sense based on the evidence. The customer’s system had been working fine for several years. Early this week it stopped working with a most unusual problem. In a situation like this, where there is no obvious cause, we ask what has changed? Our customer was emphatic that nothing had changed. We trusted this and went about trying to diagnose the cause of the problem. Given their rural location this was a challenge but we put in in the time. We also brought in our most senior people because the problem as presented did not make sense.
It was only when we discovered that the customer had a local technician in who installed new software, and changed a bunch of settings affecting our software, that we found the cause. The problem was fixed a couple of minutes after that.
It is frustrating when people say nothing has changed when it has. There is nothing to fear from telling the truth. Having all the evidence makes it easier to fix a problem.
Losing one of our key support people for more than six hours has a knock-on effect for others in our user community.