After he describes the first problem
As soon as you understand the problem
As soon as you have a solution
Is the computer turned on?
Is the monitor turned on?
Did you reboot?
What did you do?
Sharon, check My Documents.
Sharon, a lot of programs save files to a default folder, often to a folder called My Documents. Let’s look there first. Click the Start button and move the mouse until the cursor hovers over My Documents. Then click the left mouse button and tell me what you see when My Documents opens.
Probably just defaulted to My Docs. Why don’t you open Excel or whatever program you used to make the file, and then open a document and point it to My Documents.
Look Sharon, I know you’re clueless when it comes to computers, but how could somebody lose a file? Just open up My Documents, and look there for the file.
When he screws up the second time
When he interrupts your troubleshooting
When he screws up the fifth time
Did the computer ever work?
When did the computer last work?
When you say “dead,” what do you mean? What happens when you press the power button?
What did you do?
Bryce, you’re an idiot. Don’t touch anything. I’ll be there in five minutes.
Okay, let’s take this one step at a time. You seem to have two problems, one with printing and the second with the network shared drive, right?
First, it’s not a hard driver, but a hard drive. It doesn’t have anything to do with the network share or printing, so that’s just not right.
When could you last print?
Excuse yourself, walk out of the cube, and use a cell phone to call your boss.
Pick up Phoebe’s phone and dial your boss’ number.
Wait until Phoebe finishes her description and then ask to use her phone to call your boss.
Wait until Phoebe finishes her description and run through any simple fixes; then explain that you need to call your boss on your cell phone.
Document that you installed new printer drivers.
Tell Roland to print a test page.
Print a test page and go to the printer to verify the results.
Print a test page and go to the printer to verify the results. Document that you installed new printer drivers successfully.
Foreign replacement unit—a cheaper part to replace an expensive American-made part
Field replacement unit—a known good computer part to swap with a suspect part as part of the troubleshooting process
Free repair unit—a gimmick used by some companies to provide free tech support for the first time customer
Short for FRU Linux, a Linux distribution