Tech Support: Watch to reproduce problem

I got a call from someone telling me their delete key on their new laptop was mapped wrong. Issue centered around pressing the delete key and getting periods in their word processor documents and email client email editor. The delete key would not delete files in Explorer, and it would not delete emails in the email client. Sounded like a broken delete key or a virus of some sort. Each time I tested out the laptop the delete key deleted characters or files or emails. Strange.

So this time around I had the user show me the problem because it was obvious to me I don't have much luck with hardware. Sure enough when they hit the delete key it put periods into the word processor.

The difference between the two? I was pressing the dedicated delete key and the user was pressing the delete key on the numeric keyboard. Naturally the user was a bit embarrassed by this, but in reality the laptop is new and it is the first time they have a number pad on the base machine. Once I explained how the delete key on the numeric keypad works all is solved.

The lesson with this tech support call is to not dismiss the user's observations and for the tech support person to watch the user reproduce the problem when the repro steps are not completely understood.