We didn't hear from her for the next six months. I don't know if that's because her boss banned her from calling us or because she was too embarrassed to call again.
An easier fix than replacing hardware
A problem got punted my way one day, perhaps because it was deemed a low-priority issue and a repeat complaint that the higher-up techs were tired of dealing with.
I was sent to look at a monitor that was giving its user headaches from the flicker. The company was large enough that it had its own inventory of extra hardware ordered for easy and quick replacement; a phone call and a few hours was all it took to get a new part. We'd replaced two monitors and were ordering a third for her, so this was a courtesy visit.
Very shortly after my arrival, the monitor was "repaired," and the user was delighted. The fix: change the refresh rate on the CRT to anything faster than the minimum. We never could find out who had changed that to begin with.
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This story, "When the IT fix is hiding in plain sight," 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.