Another Dell customer needed help setting up a new program, so Dell technician Gary Rock referred him to the local Egghead. I thought you meant for me to find a couple of geeks. Now realizing how fragile computers can be, some people end up damaging parts beyond repair. A Dell customer called to complain that his keyboard no longer worked. He had cleaned it, he said, filling up his tub with soap and water and soaking his keyboard for a day, and then removing all the keys and washing them individually.
Computers make some people paranoid.
These days PC-help technicians increasingly find themselves taking on the role of amateur psychologists. Mr. Shuler, the Dell technician, who once worked as a psychiatric nurse, says he defused a potential domestic fight by soothingly talking a man through a computer problem after the man had screamed threats at his wife and children in the background.