On Tuesday it was better. It still wasn't easy, but the phones were okay and I was able to help customers and feel a little more sure that I really fixed their problem when they left. Even though I would mess around on my computer here at home, all of these Norton AntiVirus problems are things I've never heard of before, so I'm learning all new stuff. I got one lady who said she downloaded the program and was trying to install it but was totally lost. She was an elderly lady and she said she just needs someone to help her. It was almost like she had given up and was willing to do anything to get some help. I said I could help her, and she thanked me and said she'd try not to cry. :(

It turned out she was extracting it from a .rar file (basically the same as a .zip file) and it was asking her to replace the existing file. Apparently, she had already extracted it and was trying to do it again. I said it was okay to replace it since they were both the same thing. After that, the setup program launched and she said she had never seen that before. I guided her through it without much effort and she got it installed just fine. Ben was asking for money for the bus so I just offered him a ride. I was listening to Muse and he liked it, I think.

Today I got more calls where I told them what to do and it fixed it without a doubt. Before, I'd tell someone to do something and when they'd leave, I'd have to hope it was fixed because there was nothing else I could do. Today, I got more of them telling me the problem, me telling them the fix, them saying it was fixed, and that was that. The 2nd-to-last person was this lady named Susan. She was having this problem with LiveUpdate not working right. I went through all the steps in the document on how to fix it and the problem still remained, even after uninstalling and reinstalling the whole program. I finally had her uninstall, I removed some things that the uninstaller leaves, I did a clean boot (nothing running at startup at all), then reinstalled and it worked fine. She was really friendly the whole time. After fixing it, she wanted to know a way to send feedback since she wanted to tell my supervisor how good of a job I did. The call lasted an hour. I gave her the email. The last guy had this really weird problem that was still there even after removing NAV totally and reinstalling it in a clean boot. It took forever for his computer to restart and we had to do that many times. The call lasted from like 4:45 to 7:30, in which case I determined the only thing he could do was to run an online scan for viruses to make sure there wasn't a virus messing it up (he couldn't open NAV at all). After that, if he had no viruses, the only real fix left was to reformat his hard drive. I had to leave him when he started the scan because I can't wait for him to do that. The place closed at 5, anyway, but 2 other people from my class were still on the phones with customers until like 6 or 6:30 with long calls. I got to the point where I had written down all I knew he'd have to do and was just walking back and forth with my headset on and telling him what to do since it dealt with uninstalling and reinstalling, something I have lots of experience with. At any rate, it will be an interesting job.