That’s why I said confirm it. “There may be bent metal. What does the inside of the power supply barrel adapter and the prongs plugged into the wall look like?” Or have them take a picture. There’s always a BS reason you can come up with. You’re helping them after all!
That highly depends on the contract and capabilities of the help desk.
I once worked a contract that was to send warranty parts out based on the end user’s complaint. I was not allowed to contact the end user to clarify anything.
That’s on you if you didn’t remotely have them unplug and reset the power cable on both ends, confirm it, and have them watch for lights.
“I totally unplugged it and plugged it back in on both ends, pinkie promise.”
Narrator: They did not do that because it would require getting out of their chair.
Or they unplugged their monitor, or a fan, or a vacuum cleaner… who can tell?
“Unplug the power cable and blow on the ends.”
Institutions unclear. Now engaged to IT guy.
“I don’t think we have a modem.”
The user lied and cranked one out instead of fiddling with the power cable.
“Uh, yeah, I did that and still nothing”
That’s why I said confirm it. “There may be bent metal. What does the inside of the power supply barrel adapter and the prongs plugged into the wall look like?” Or have them take a picture. There’s always a BS reason you can come up with. You’re helping them after all!
I’ve had them send me pictures when they couldn’t find the device I had them look for. It really helps.
That highly depends on the contract and capabilities of the help desk.
I once worked a contract that was to send warranty parts out based on the end user’s complaint. I was not allowed to contact the end user to clarify anything.
Oh wow, that sounds frustrating. Many users don’t exactly have a reputation for being detailed in their tickets…
It was an interesting experience. I was pretty good at guessing.