On the third day, he called yet again with the same complaint. I traveled the now all-too-familiar path to his office, this time with my manager.
After we got through the general unpleasant remarks from the user, my manager took a look. He couldn't find anything wrong, either. The mouse worked as expected and all appeared peachy.
The user wouldn't accept that as the answer, so my manager kept clicking through the settings and found some obscure one that he changed, saying, "Let's try this." I couldn't see any variation afterward and neither did my manager.
But the user insisted the change made all the difference.
The easiest fix of all
Then there are those who are pleasant to work with, even if their understanding of tech is, shall we say, surprising.
I got a call one day that a user had gotten a CD stuck in her computer. She'd been trying to retrieve it for a while with no success. I figured it'd be an easy fix: Take a paper clip, stick it into the CD drive eject hole, retrieve the disc, and make sure all was working properly.
When I arrived at her desk, I briefly explained what I thought had happened and how I was going to fix it. She said she wasn't sure what I meant by ejecting the CD drive. I was a bit surprised by that remark, so I explained what I was doing as I went to open it, expecting it to stay closed.
To my surprise, it opened easily. No CD. I looked around on the floor to see if the CD had dropped to the ground or behind the desk. Nothing.
I asked her to show me where she had put the CD, and she pointed to a slot on the front panel of the computer. The CD had fallen down inside the machine -- not a hard fix.
She was a bit embarrassed and asked a few questions about the CD drive and how to use it. She didn't call us again for that particular problem, but compared to that earlier ingrate, she would've been a welcome voice.
Do you have a tech story to share? Send it to firstname.lastname@example.org. If we publish it, you'll receive a $50 American Express gift cheque.
This story, "How to solve user problems without really trying," was originally published at InfoWorld.com. Read more crazy-but-true stories in the anonymous Off the Record blog at InfoWorld.com. For the latest business technology news, follow InfoWorld.com on Twitter.