(This is from a few years ago, when I worked tech support for a major satellite TV company.)
Me: “How may I help you?”
Customer: “Is your satellite down?”
Me: “No sir, the satellite is working properly.”
Customer: “Are you sure? Because I’m not getting ANYTHING on my TV.”
Me: “Well, let’s try and get this solved for you. What do you see on the screen?”
Customer: “It’s black.”
Me: “There’s nothing at all on the screen?”
Customer: “I told you, it’s completely black!”
Me: “Is…is there a message of any kind?”
Customer: “Yeah, it says ’searching for satellite signal’. That’s how I know your satellite is down. You need to connect me to a different one.”
Me: “Well sir, just in case it’s possibly something else and not the satellite, could you tell me who installed your equipment? Did you pay for an installer or did you do it yourself?”
Customer: “I did it myself! I’m not an idiot. I took the box out of the package and connected it to my TV and DVD player and stereo just fine. I know how to connect a few wires…”
Me: “Okay, maybe there’s something blocking the dish, like a tree or perhaps a neighbors house. Where did you mount the dish?”
Customer: “Dish? The bowl thing? It’s still in the box. Look, just connect me to your other satellite already!”
Me: …
