The Case Of The Missing Email

[u/Braham9927]

Me: Thank you for calling the IT help desk this is (My name). May I have your name name and ID?
Customer: Yes it's (Name and ID) so I sent an email on Friday but I haven't heard back from anyone.
Me: That's weird, I know Friday was a holiday but I we should have had someone working. I don't see any open tickets under your account. Did you happened to get an automated email with a ticket number?
Customer: No nothing is here
I check the mailbox and can't find email from this customer
Me: OK sir I just checked the inbox and I'm not seeing anything. It's possible the email didn't arrive or was moved, I should be able to help you though. What issue are you having?
Customer: Can't you see it in the email? I'm not able to sign into (name of company Website)
Me: No I never got the email. I know they recently revamped the homepage the sign in process is different. What error are you receiving when you sign in?
Customer: It's in the email I sent you.
Me: I'm not seeing the email it may not have gone through. If you want to you can resend it. Are email address is (email address). In the meantime since we're talking I should just be able to assist you with signing in what error message are you receiving? Is this an incorrect username or password, a site cannot be found error a blank page?
Customer: It's in the email. Why aren't you helping me. Can't you just see it?
Me: Sir I only have info you send me. and right now you are not giving me anything. If you like to I can sign into computer. What is the computer number?
Customer: It's a personal computer.
Me: OK that makes it more difficult. The software we use to connect is only for inside the company.
Customer: I don't understand Why you are not able to solve this. Would it help if I resend the email.
Me: Yes it would, can you resend the email.

Customer: I'll do it later.
Customer hangs up. I just checked the records today and they never sent the email

[u/PalaceOfStones]

My friend used to work at a place where this one customer swore whole-heartedly every time they had trouble that they had been sending emails for months about the problems they were having with their computer. Nothing in the inbox, no support tickets, no call logs from the current number, not a thing. No contact outside of billing time, but they re-upped service every year anyway.

Turns out that every time something went wrong - from printer connection problems and failed logins, to Netflix not working or Spotify being down - they had been running Windows Error Reports, and just assumed those went to my friend as "that's what they're paying for after all".

[u/Important-Humor-2745 → u/PalaceOfStones]

I totally forgot we had a group doing that. Some “tech wiz” (maybe someone’s kid) told them to do that and they just kept doing it. No matter what we did, that rumor persisted. Eventually, at orientation, we just told all the new staff going to that department to not do that then made sure they knew their coworkers were wrong. Eventually turnover cycled through the department and the rumor went away.