#simpppp

Matt: Hi yes. I've had it for 4 momths? I'll type and it comes out wromg. It sometimes registers doubble letters when I havven't pressed twice. It's not all the tine though. Sometimes it works fone.

You: How long has this been happening?

Matt: About a weel. Week.* It started small but it's getting more fdequent. I used this for work so it's becoming a oroblem. Mostly the right side keys. Dots 456 seem to be main ojes. *ones. Sorry.

You: Have you tried calibrating the touch sensitivity in settings?

Matt: Yes. That seemed to hela for about a day and then it staryed again. I'm pretty sure I'm hitting the rifht keys but maybe I'mm not? Hard to tell without beimg able to see the screen

You: It's probably not something you're doing wrong. These things happen. Let me run a remote diagnostic if that's ok with you.

Matt: That sounds greta. Great.* Sorry for the typos. Hard to fix them when I can't see what I wrote

You: No need to apologize! That's literally what I'm here for.

Matt: So is thjs the part wherre you tell me to turn it off and on agwin?

You: Haha. Only if you want the full authentic IT experience amirite lol

Matt: I fwel like I'm not gettting my money's wortth if you don't. Haha

You: IJBOL

Matt: Ijbol?

You: "I just burst out laughing." Sorry. Okay, I think I found the issue. There's a firmware conflict that's affecting the response. I can push an update remotely if you're okay with that.

Matt: Ok go for it. I trust yiu. You.*

Matt: You're a lifesaver. Thank you.

You: Happy to help! If it happens again, don't hesitate to submit another ticket.

Matt: Do you have a number I can call for next time? I feel like this would go faster on the phone. No pressure though.

You: Hmm I can transfer you to our phone support line :) One of our voice agents can help you from there. Let me get someone for you.

Matt: Ok. Sure. Thanks again for all your help.

Ticket #4780 — Submitted by Murdock, Matt.

Issue: Same problem recurring after update.

You: Hi Mr Murdock. :) Looks like we're having the same issue again.

Matt: Hi you're the same person from before?

You: That's me! I remember you.

Matt: I asked for you specifically. The guy I talked to on the phone seemed annoyed that I couldn't tell him what was on the screen

You: Yikes. Really sorry about that. Some of our agents aren't as patient as they should be & that totally defeats the purpose of what we're doing here. I'll make a note. Checking your settings now too by the way.

Matt: No worries. You're way better anyway.

You: Wow thanks haha. That's my job! You're very easy to help.

Matt: Can I call you next time instead? Might be easier.

Your fingers hover over the keyboard, thinking.

You: Thanks for your appreciation :)

You: Sorry though, I'm actually mute so I can't talk over the phone.

You: I can direct you to one of the agents I personally know, I'm sure you'll have a better experience with him! I know calls are probably easier for you :)

Matt: Oh ok.

Matt: Thanks for telling me. No need to redirect. This works great for me too. My screen reader handles text fine

You: Thanks for being so understanding. Dreamboat customer :)

Matt: :)

You: Okay, not seeing too much issue on here so I think your device should be fixed now. Sorry it keeps acting up.

Matt: Thank you!

Matt: Same time next malfunction I guess. "IJBOL."

You: Haha