I worked in tech support for an internet provider a few years back. A woman calls in, complaining her wi-fi isn't working. I go through the normal troubleshooting questions: what's your device? How are you connected? And finally, 'What can you see on your screen?' The woman says, 'It's black', leading to a revealing realization about the issue: her laptop was off due to a missing charging cable.
This went on for 40 minutes, as my team around me stared in incoherent disbelief that this woman couldn't understand why her internet provider couldn't connect Wi-Fi to a computer without power. Despite repeated attempts to clarify the situation, it became evident that basic troubleshooting steps were lost on her.
Having worked at an IT help desk, the first question we always asked was, 'Is your laptop, desktop, or printer powered on?' which usually made them mad. Many times, it was not on, highlighting a common frustration in tech support where clients overlook fundamental operational checks when seeking assistance.
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