I Guess ET Won’t Be Phoning Home

Someone I used to work with once inadvertently taught a very valuable lesson to a new Linux user who they were on the phone with. He told the user to run a command to remove a directory with some files in it located in their home folder. They were already in their home folder, so he asked them to run:

rm -rf folder_with_files

The customer ran the command with an asterisk thinking they were being clever and saving themselves time typing.

rm -rf part_of_folder_name *

They meant to run something a bit different.

rm -rf part_of_folder_name*

That space meant that they were actually listing two things to delete:

1. A folder that didn’t exist, because the whole folder name was not typed out.
2. Everything else.

Since they were in their home directory, this wiped out their whole home folder.

Let this be a warning to new Linux users.

Rm doesn’t have an undo.

And listen to what you’re being told when you call support.

The Tech Support Callers Everyone Loves

…and by loves, we mean we love that we have job security and can secretly feel superior. We remind ourselves this every day. It’s a mantra that keeps us going back to the phones no matter who we have to talk to.

Here is a short list of some of the regulars who call phone tech support. What a coincidence, these people call you too?

If you think you are one of these people, I assure you, the people who do these things know not what they do.

The Nommer
This guy waited until his lunch break to call you. How do you know? Because he’s nomming, slurping, and smacking in your ear. Just when you think it can’t get any worse, he pops a cough drop in his mouth and starts clicking it against his teeth in your ear.

“…click-clock-click …smnosh-smnosh… Yersh, Ihve jrest shent crunch… gulp… you an email with the error.”

The Ummer
This customer is characterized by uncontrollable verbal tics such as: “Uuuuuuuuuuuuuuuuuuuuuuuuuuuuuuhhhhhhhhhhhhhhhhhhhhhhhh”. We also have, “um”, “er”, “ah”, “like”, and ending every sentence as if it were a question. A lot of people sound smarter than they are, but these people never do.

“Er. Um… Uuuhhh… I have… like…. Ah. Veesta Ultimate?”

“Ummmm… I’m running… like… the newest one, Snow Leopards..?”

The Entitled User
When people are way too good to know anything about their own computer (or try to check for you), check system requirements, or take responsibility for messing something up (or at least not blame it on you), there is a good chance they are an Entitled User. There’s nothing you can do, say, or fix that will change that fact.

“Why do you make this so complicated? It should just work. What do you mean this won’t run on my computer? You have to support Windows 2000. I’m going to put you on hold. I need to reboot my computer.”

I use Vista, Have UAC Still Turned On, and the VOLUME PUMPED
I don’t know what the call is about yet, but I know it will be painful more due to the fact I have to listen to:

“BOM!”

every time I ask you to do anything.

Can You Hear Me Now?
This guy is jealous of your headset. He cannot type or use a mouse with one hand. He thinks that speaker phone works with his dog barking, children crying, and wife talking to him in the background.

Even better, he’s in traffic not even at his computer. How does he expect to troubleshoot the issue? I don’t know either.

Noise

Idiot Pirates (ur doin it rong)
“So… I downloaded this from a website and I can’t get it to work right. Yeah… I didn’t buy it. It’s the free version. I don’t know what pirating is and I don’t think I’m doing that, but my friend said there was this free version. So I went there and I downloaded it and now it doesn’t work. Can you help me?”

Conspiracy Theorist
This guy is super paranoid. You’re out to steal his identity, send him spam, break his computer, and take his money and still not get anything working. He is not going to give you the info you need to solve the problem. He wont even give email address so you can look up and see what he has or send him a fix. What he somehow doesn’t realize is that he’s already given you (the company you work for) all of his info. What he doesn’t know is that you’re trying to help him and his identity is not worth stealing (since apparently it’ll mean an ulcer).

If you get far enough, he might start letting you know what he thinks the issue *really* is and insist you should check into it. These will not be plausible theories, they will be somewhere in left field or even outer space.

“Why do you need my email address? No! I’m not giving that to you. As it is, your company’s website has already broken my computer.”

Yeah I Tried That. It Didn’t Work.
You’ll wrack your brain. You’ll troubleshoot until your brain bleeds. I, the customer, will then admit I didn’t actually do what you told me to about twenty minutes (or three emails) later. It’ll be fun. Whee.

“*Sigh* Ya… I did that already. Of course I did.”

When The Dinosaurs Were Old
“I remember when we didn’t even have computers. What start menu? What’s that? Slow down there… you’re going to have to repeat that. I’m not very computer savvy like you youngsters. You have to understand… *long unrelated story*. Wait, you don’t make this? I called the wrong number? Are you sure?”

“(horrified voice) I might need to upgrade!?”

Anger Management
I don’t know what’s wrong or how serious it is, but I’m angry and I need someone to blame. It’s not my fault, so guess who’s going to take the fall? I’m not interested in getting this working so much as ripping out your heart and eating it.

It’s not that the customer is always right, it’s that he or she HAS a right… that is the right to verbally abuse you.

“$%*&^%”

Worst Controller, Best Controller

I can still remember when the Nintendo64 came out after so many Nintendo Power magazines of anticipation. What was once code named the “Ultra 64”, which I though was a cooler title at the time, was finally released. Sure, it was supposed to be a CD system, and turns out it was cartridges instead. Being a steadfast Nintendo loyalist I didn’t question this.

I didn’t question this until I played the system.

Worst controller ever.

I felt so completely let down. All of my willpower tried to enjoy the Nintendo 64 the way I did my Nintendos before it. Alas, I found myself wanting to go home to play some Super Nintendo or a PC game.

I have small hands, so I rationalized several minutes of trying to figure out the best way to get my hands around the damned thing to control Mario by blaming myself at first. How many buttons are on this thing? Do most of these even do anything?

Controllers should be comfortable. I did end up playing 007 and Super Smash Brothers with people who had the system and my fingers and palms ached more than the blisters from playing Street Fighter II with the Sega Genesis controllers (Why did they put a ridge around the buttons? No, I don’t know either.). The controller was too wide, had too many buttons, for no reason had some like phallic symbol in the middle. Don’t get me started on the d-pad and analogue. Making characters move has been effortless since the invention of the joystick. It’s pretty hard to screw that one up and, yeah, they managed it.

Controllers should be intuitive. There are buttons on that thing that I never bothered to reach and I’m not sure what were for. I don’t think the game designers knew either.

I know I’m not the only one who was left feeling unsatisfied with this system. Many people put them on the shelf or tried to sell in to get a Playstation.

Me? I got a Playstation. Their controllers were essentially a next generation version of the Super Nintendo controllers. Also it sported the disc media that Nintendo had promised and then backed out on. Nintendo so completely dropped the ball, I never thought to look back to see if they were throwing it again.

Best Controller Ever

Years later, there is a Nintendo product sitting next to my old, old SNES. This next generation of consoles has a lot to offer. Not one of the systems sucks… well, the PS3 is too expensive for anyone’s tastes, but people would probably say it was a good system if that weren’t the case (likely doomed to be clumped with the Atari Jagar, 3D0, and Dream Cast before it- all good systems, but overpriced- but since it’s a blue ray player too, maybe not). The Xbox360 is probably the first true online gaming console to even take a chip off of what PCs have been doing for years, and its hardware is nothing short of sweet (with the exception of a very noisy fan and lower end version).

And the Wii is just something else.

The original Nintendo was revolutionary not because of its hardware. Few people realize this, but it was actually a step back for its time. Look at any game that was a port to the system (and most of them were) and you’d see what I mean. It was graphically inferior to an Atari or Commodore of the times. And yet, it stole the heart of the average household.

The Wii is in that category, but it’s more than that. The Wii came out at a time when it seemed like the only place for console technology left to go was to become more similar to a mini, cheap, gaming PC.

Nintendo proved us wrong.

The Wii reminds me of another console that Nintendo tried and bombed. Did anyone else have a Virtual Boy? I think my parents threw ours away (after buying it for us for $30 with several games). It was awkward, clunky, very red (no color), and kind of dangerous to the eyes and body. Video games do not make me dizzy the slightest, but this thing made me light headed and wobbly after playing. The warning in the manual said not to play for more than fifteen minutes at a time. I think that’s why it mysteriously disappeared into the closet and then from the closet to video game heaven. By then, we had kind of stopped using it anyways. It was like a novelty item, extremely cool for a limited time only.

The reason why the Wii reminds me of this is because that’s the attitude I cautiously approached the system with. I played it over people’s houses many times before I was convinced it was more than a novelty item. I’m still a bit worried that game developers will fail to step up and make games for it that take advantage of the power of rethinking video games it’s put in my hand and head.

I admit, I gawked at the price of the Wiimote and Nunchuck as much as I gawked at their names. Since then, I keep finding out what else this controller can do.

It’s just a controller… or maybe it’s a ball of potential masked as a controller.

Look at me, I’m a Nintendo controller. I’m a laser pointer. I’m a sword. Woah, it just talked, is there a speaker in there? Pull my trigger. Punch me out like I’m brass knuckles. Put me up to your ear, twist me to control this, bump into you, and perform the most fluid fighting moves ever.

This controller is the most intuitive yet complex thing of it’s class I’ve ever seen, a true marvel of design. The intuitiveness carries over to the point where one game and another have very different controls and uses for it, yet I can pick them up in a few minutes. And the ways I’m controlling and number of controls are learning I’m realizing are more than for any other console I have in the past. Without thinking I’m switching the thing around, and using all of the buttons. There are 9 buttons (including the home button) and 2 d-pads. It doesn’t feel like it when I use them all. I was surprised when I counted.

This is what they were maybe thinking about when they made the Nintendo 64 controller, arguably the worst controller of all time.

And here it is my beam katana, my master sword, my light saber, my platforming controller, my boxing gloves, my steering wheel, my phone, and whatever else the game designers will think up.

The phone was the latest ‘woah didn’t see that coming’. But, with the built in speaker, makes sense. Way to add that much more game flavor.

You taste that? That’s a win.