At AST, another customer dutifully complied with a technician’s request that she send in a copy of a defective floppy disk. A letter from the customer arrived a few days later, along with a Xerox copy of the floppy. And at Dell, a technician advised his customer to put his troubled floppy back in the drive and “close the door.” Asking the technician to “hold on,” the customer put the phone down and was heard walking over to shut the door to his room. The technician meant the door to his floppy drive.

The software inside the computer can be equally befuddling. A Dell customer called to say he couldn’t get his computer to fax anything. After 40 minutes of troubleshooting, the technician discovered the man was trying to fax a piece of paper by holding it in front of the monitor screen and hitting the “send” key.

Another Dell customer needed help setting up a new program, so Dell technician Gary Rock referred him to the local Egghead. “Yeah, I got me a couple friends,” the customer replied. When told Egghead was software store, the man said, “Oh! I thought you meant for me to find couple of geeks.

Not 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 the removing all the keys and washing them individually.

Computers make some people paranoid. A Dell technician, Morgan Vergaran says he once calmed a man who became enraged because, “his computer has told him he was bad and an invalid.” Mr. Vergara patiently explained that the computer’s “bad command” and “invalid” responses shouldn’t be taken personally.

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

There are also the lonely hearts who seek out human contact, even if it happens to be a computer techie. One man from New Hampshire calls Dell every time he experiences a life crisis. He gets a technician to walk him through some contrived problem with his computer, apparently feeling uplifted by the process.

“A lot of people want reassurance,” says Mr. Shuler