Always Ask Questions

Here's another recent one from a few days ago. I'm already getting people in who say they absolutely hate Windows 10. I'll be completely honest, it's no surprise to me. Anytime changes are made to what's familiar, no matter how much better the new thing is, there will be someone who hates it. Enter today's player in our theatre. She's an older lady who has her laptop in a bag. I'm in a particularly busy rush, so when she comes up to the counter while I'm helping two other people and sets her bag down, I'm not inclined to rush to her aid. I finish with the people I'm helping and finally make my way over to her.

She says that she absolutely hates Windows 10 and wants it reverted back to the way it was. This is absolutely possible, as long as you didn't tell the upgrade to wipe your computer, so I open up the recovery window to revert it back to her old operating system. It (thankfully) gives me the option to revert to Windows 7, and since she has our support plan, I start making paperwork for it while starting the process to put it back to 7.

The whole process of reverting it took only about twenty minutes, and once her login screen came up, I had her log in to see how things look and she says to me, "Oh, my husband will be so happy he has solitaire back." My jaw drops. I ask her, "Was that why you didn't like Windows 10?" "Of course, my husband can't play solitaire on it, so it was basically useless." What I could have done before reverting the computer back to 7 was find out why she didn't like 10, then explain to her that solitaire was still there, and create a pin on the taskbar for it. What I didn't do was find out why she didn't like Windows 10 before reverting it, and so just let her leave. I didn't feel like taking the time to explain it.

So this one is partially on me. As part of my job I'm supposed to ask questions to properly understand the issues at hand. However, I let my exhaustion, and the fact that I found her a tad rude, get in the way of me doing my job properly, and so left her without knowing full well what options were available to her. I could have explained to her where Solitaire was, taught her some of the differences between 7 and 10 (of which there aren't many), and possibly gotten her to keep it on 10. Oh well, if she comes back later and wants 10 back on, I'll gladly do it for her.