On Thu, 19 Sep 2002, Shachar Shemesh wrote: > > > Tzafrir Cohen wrote: > > >You all brought here stories where this was necessary, but nobody bothered > >telling a story where the support person (acting methodically with a > >checklist) got to a point which they ignored. > > > > > fine. > > My parents, after refurbshing their house, returned and tried to get > their ADSL working again. While away, their HD was erased. When I came > back, I was already equipped with the HOWTO, but couldn't get connected. > > I called Actcom's support (windows, this time). The support call started > with "press start, control panel", but pretty soon the support person > was talking in "let's look what the username in the pptp section is". > Within five minutes he found both a place where I misread/had an old > HOWTO, and entered the wrong username, and an expiery in their > authentication servers that caused it not to connect even after the > right user name was used. > > What I'm saying is that a good tech support can methodologically find > the problem even without dictating every mouse move and click to the > user, if those are not required. > > Shachar this is so easy: they have an auth log and see that u typed your username incorrectly => the script used wrong username. i don't see any sign of methodology here.
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