I call this story, WUD YU REE-SET MY PASS WURD?
ME: Thank you for calling technical support. You’re speaking with Will on a recorded line. How may I help you?
EMPLOYEE: Yeah, would you reset my password?
ME: Sure. May I have your ID please?
EMPLOYEE:
ME: Okay, for which application do you need the password reset? (NOTE: Where I work there are over one hundred apps that have logins).
EMPLOYEE: Umm, yeah, the one I use.
ME: And which one would that be?
EMPLOYEE: The one I use to do my job.
ME: What is the name of the application?
EMPLOYEE: You have my ID. Doesn’t that tell you what I use? Isn’t their like a list or something?
ME: No, your ID does not and there is no list.
EMPLOYEE: Yeah, sure.
ME: (I remote in and see which app he is using. I reset the password.)
ME: Okay this app is called BLAHBLAH and your password has been reset to the default. Please login.
EMPLOYEE: Ummm it says password expired, type new one. What do I do? You said you reset it.
ME: I did reset it. It expired as soon as you signed in and you must create a new.
EMPLOYEE: Oh. Okay I did that and it let me in.
ME: Ecch-seee-LENT. Anything else?
EMPLOYEE: Nope.
The above is not typical, but it does happen from time to time. More tales to come.