[svandamme]

A senior so called Important Person was working in his home office in Germany, bought a new printer, and couldn't get the driver installed.

so he calls us, now, we are not the corporate helpdesk, we are an IT service company and everybody is supposed to be capable of working with a computer in our bizz even the ceo.

so he calls us, while we are in the middle of a system down @ a customer, i tell em i'll send him instructions. Which i do, detailed instructions, step by step, well thought out. direct links to the files and all that.

I send the mail

10 minutes later, he replies with "call me".

I call him expecting he ran into some odd problem
No, nothing like the sort. he goes, "so what do i do now?"

I ask him, at what step are you? , he goes, "what step"
I ask him, have you read the email? , he goes, "yes"
I ask him again, So have you tried step 1? (download this file)
he says ,no, i'll do it now.

Long story short, i simply had to call him to read him the email i had sent him.
My 1-10 step instructions were spot on, he was just to frigging lazy/stupid to actually read em an execute them.

All the while i'm doing Remote Control server recovery for a server with 2000 users down.

I have the same thing as Tharbert on my wall. For good reason.