The exasperated help-line caller said she couldn't get her new Dell computer to turn on. John Dower, a Dell Computer Corp. technician, made sure the computer was plugged in and then asked the woman what happened when she pushed the power button. "I've pushed and pushed on this foot pedal and nothing happens," the woman replied. "Foot pedal?" the technician asked. "Yes," the woman said, "this little white foot pedal with the on switch." The "foot pedal," it turned out, was the computer's mouse, a hand-operated device that helps to control the computer's operations.
One woman called Dell's toll-free line to ask how to install batteries in her laptop. When told that the directions were on the first page of the manual, says Steve Smith, Dell director of technical support, the woman replied angrily, "I just paid $2,000 for this !@#? thing, and I'm not going to read a book."
Compaq's help center in Houston, Texas, is inundated by some 8,000 consumer calls a day, with inquiries like this one related by technician John Wolf: "A frustrated customer called, who said her brand new Contura would not work. She said she had unpacked the unit, plugged it in, opened it up and sat there for 20 minutes waiting for something to happen. When asked what happened when she pressed the power switch, she asked, 'What power switch?'"
Seemingly simple computer features baffle some users. So many people have called to ask where the "any" key is when "Press Any Key" flashes on the screen that Compaq is considering changing the command to "Press Return Key."
Some people can't figure out the mouse. Tamra Eagle, an AST technical support supervisor, says one customer complained that her mouse was hard to control with the "dust cover" on. The cover turned out to be the plastic bag the mouse was packaged in. Dell technician Wayne Zieschang says one of his customers held the mouse and pointed it at the screen, all the while clicking madly.
Disk drives are another bugaboo. One customer was having trouble reading word-processing files from his old diskettes. After troubleshooting for magnets and heat failed to diagnose the problem, Mr. Sullivan asked what else was being done with the diskette. The customer's response: "I put a label on the diskette, roll it into the typewriter..."
At AST, another customer dutifully complied with a technician's request that she send in a copy of a defective floppy disk. A letter from the customer arrived a few days later, along with a Xerox copy of the floppy.
At Dell, a technician advised his customer to put his troubled floppy back in the drive and "close the door." Asking the technician to "hold on," the customer put the phone down and was heard walking over to shut the door to his room.
The software inside the computer can be equally befuddling. A Dell customer called to say he couldn't get his computer to fax anything. After 40 minutes of troubleshooting, the technician discovered the man was trying to fax a piece of paper by holding it in front of the monitor screen and hitting the "send" key.
Another customer called to complain that his keyboard no longer worked. He had cleaned it, he said, filling up his tub with soap and water and soaking his keyboard for a day, and then removing all the keys and washing them individually.
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