Yep, so many clients: I have this problem and an error pops up, I need immediate help.
Me: Ok send me the data and the error log, and a description of what it is telling you on screen.
Client: I forget what it said, i didn’t save the log, And i needed to keep working so I deleted the file and started again.
OR
Client: My set of files is doing this, and giving me this specific error.
Me: Ah OK, that is a known issue, close all the fikes and open the top level only, open each sub fike one by one till the error pops up, that will be the culprit so run this clean up tool on that file only.
Crickets
Week later, Client : Im having that same error again, can you help?
Me: That cleanup tool should have fixed it.
Client: I didn’t have time to do those steps so I just kept working as is.
me: hopefully a gangster shoots me in a drive by crossfire on the way home.
Yep, but that is their problem, I have it logged that I gave them the tool with instructions on how to use it, with them dismissing it, even when I followed up on it.
I won’t work myself up over a user who is not interested in solving their issue.
Now obviously in real life I would remote in and run the tool for them, but there have been time when they have been unwilling to do that due to some pointless reason, that’s fine, I have logs showing that I tried.
“What does the error message say?”
“I already closed it. Those things are always gibberish”
Yep, so many clients: I have this problem and an error pops up, I need immediate help.
Me: Ok send me the data and the error log, and a description of what it is telling you on screen.
Client: I forget what it said, i didn’t save the log, And i needed to keep working so I deleted the file and started again.
OR
Client: My set of files is doing this, and giving me this specific error.
Me: Ah OK, that is a known issue, close all the fikes and open the top level only, open each sub fike one by one till the error pops up, that will be the culprit so run this clean up tool on that file only.
Crickets
Week later, Client : Im having that same error again, can you help?
Me: That cleanup tool should have fixed it.
Client: I didn’t have time to do those steps so I just kept working as is.
me: hopefully a gangster shoots me in a drive by crossfire on the way home.
“That’s fine, when you have the time, run the tool I sent you, it takes 30 seconds and should solve your issue!”
I wish that worked. Rather than spend an hour diagnosing which file is causing the error, they would rather struggle with it crashing for a week.
Yep, but that is their problem, I have it logged that I gave them the tool with instructions on how to use it, with them dismissing it, even when I followed up on it.
I won’t work myself up over a user who is not interested in solving their issue.
Now obviously in real life I would remote in and run the tool for them, but there have been time when they have been unwilling to do that due to some pointless reason, that’s fine, I have logs showing that I tried.