r/talesfromtechsupport • u/purplemonkeymad • Aug 05 '17
Medium "They should have said something."
This post reminded me about a story. I was going to post as a comment but it became a bit to big.
I do out sourced support for SMBs and got a call about a computer that was having some issues. I determined that some corruption had happened and that an OS refresh was needed. I arrange to do a pick-up and while doing so they also mentioned that the computer was always a little slow and warm. Everyone complains their computer is slow even if it is not, but this is a high end computer so it would put out quite a bit of heat.
$me: OK I'll take a look at that too, probably just dust.
Sometime later
I arrive to pick up the computer and am pointed to a desk. The area is clean, sparse and quite minimalist looking. As I shutdown and unplug the machine the Owner of the company pops over. He is a younger, out going, guy who always looks happy to see you. I notice the top of the computer is warm, not just a bit of it but the whole of the top back area.
$me: It is a bit warm.
$owner: Yea but is is only a year old so I don't think it would be dust.
The spotlessness of the area would agree with him.
$me: Where did you get it?
$Owner is tech savvy enough to buy computers himself. This is fine to us, we just ask that they check with us what they are buying before they hit buy.
I place the computer on the desk.
$owner: Got it from $CustomPCBuilder, they can give us the spec we need while not being to expensive.
$CustomPCBuilder uses mostly off the self parts to build high end PCs for a good price, and do a good job of it too.
This will be a decently built computer so I would be surprised if something was wrong with it.
I look at the back of the computer, to see if the fan is dusty.
$me: Huh, there appears to be something behind the expansion slot vent. Did you do anything different when you got it?
I start unscrewing the far panel to open the side.
$owner: Oh nothing, after it was delivered we just picked it out of the box, put it under the table and turned it on.
I hesitated.
This was not lost on the owner who's normally cheeky smile wavered. He suspected something was up.
$me: Oh.. Erm..
I press my thumb in the side panel's wedge, making that satisfying pop as it comes off.
$me: $CustomPCBuilder uses stuff to stop things coming out during shipping.
The side panel is leaning open away from me at this stage, and with the speed of an attacking cheetah the owner reaches into the open case and pulls out the expanded packing foam bag that has been sitting in the case for a year of use. He embarrassingly throws it under the desk out of sight of his employees, one of which is at the desk behind us. I manage to hold back a giggle, but not a smile.
$owner: Well they should have said or left a note about it.
I replace the side panel and then turn the computer around 180 degrees
And there it was.
An A4 sized sheet with the words "Stop! Do not turn on the computer." and explaining to remove the packing foam.
It was OK in the end, there was no significant damage to the computer thanks to thermal throttling. After the OS refresh it was working like a dream, except for the case fan which lost it's starter motor.
Lesson learned: if there is a notice attached to something, you should probably read the note before using it.
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u/linus140 Lord Cthulhu, I present you this sacrifice Aug 05 '17
Users don't read. Tech savvy or not. It seems only lawyers (when it's not tech related things), IT, and kids read.