This takes place at my first job, when I was studying to work with IT. It was a normal day running without any major issues. Until the phone rang.
ME - Only a Student getting the hang of things.
CU - Confused User.
ME: "Standard Greeting"
CU: Our internet is down on the whole top floor! Please come out and fix the issue!!!
Now this customer has two floors in a "Business apartment complex" but is hosting their own IT equipment in their office. This also means that I know at least 20 users are without internet.
ME: "Okay, that's bad. Can I get you to go to the IT room and check if there is light in the humming boxes out there?"
(When I say IT room, image a broom closet where the janitors store stuff, then just a open rack closet attached to the wall. no doors)
CU: "Everything is dark! There are no blinking lights?! Is that normal?"
ME: "No that's not normal. Is there a power cord that is not attached to the power strip?"
CU: "No everything is attached!"
I spend a couple of more minutes trying to get the user to make sure that the cords are correctly seated in the power strip.
ME: "Well, then we will have to send a guy onsite. We will be there in around 1 hour."
CU: "Good! Just hurry!"
Now getting to the customer does not take 1 hour, this was just to give myself some time. This was in a major city and taking public transportation was the quickest way to the customer. So I gathered some tools and went to catch the bus.
I arrive at the customer 30 minutes later, and walked up to the top floor where they were located.
CU: "Sure! Do you need anything? I'll just go grab a cup of coffee."
ME: "Naa, I'm good! thanks anyway."
So I go into the "Server Room" and plug the cord into the power strip again, and head for the kitchen.
ME: "So, I will be heading out of here."
CU: "What do you mean? We cant work? Did you forget some tools?"
ME: "No. The power cord was not attached to the power strip, as we talked about over the phone..."
I end up spending 30 minutes at the location teaching the user how to plug a power cord into a power strip, and give them some recommendations on how to prevent this from happening again.
All in all a great day as I did not have to do phone support.