From: "Sean Houtman" <Grommit@Nmol.com>
To: <chris@nildram.net>
Subject: Re: Tech support calls :)
Date: Wed, 29 Jul 1998 13:28:08 -0600
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OK, here is mine,
I was taking tech calls for a certain large ISP when I get this call from a
Luser in West Virginia of all places.

Luser) Well, first I got your Disk thing in a Cereal Box, so I went out and
bought this computer so I could use it. But I can't get online.
Me) So, are you getting any error messages when you try to dial in?
L) No, I just can't get online. [1]
Me) Well, let's start up the software and see what happens, do you have two
phone lines? [2]
L) Yes, do I need to put the disk in? [3]
M) Go ahead
[message appears] "You have already installed, are you sure you want to
continue?"
M) Say "no", do you have our icon on your desktop?
L) Yup
M) Double click it for me
[click + click, nothing happens] [4]
L) Now, when you say "double click", do you mean that you want me to mash on
both buttons on the mouse at the same time?

Manage to get launched and then get the modem dialing in my ear....
Two fone wires is not the same as two fone lines, Mr..

[1] Which means that he either forgot or couldn't understand the message
that he did get.
[2] Do any of us need to hear the modem dialing in our ear?
[3] Yes, the instructions are on the disk, yes, it autoinstalls and yes, I
have seen 47 installs on the same computer
[4] Sounded like he was clicking fast enough, but fixing the "double click
and nothing launches" problem requires a user who can follow instructions,
hopefully one who knows where the "Start" button is....