this post was submitted on 13 Apr 2025
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How do a mouse and keyboard help if the screen doesn't work? Are you supposed to just guess where the cursor is?
If you can get a usb to hdmi thingy to work too you can peolly work around it
A broken touchscreen doesn't mean you can't see what's on the screen. OP said its "unusable", but we don't know if that just means just the touch is unusable or if the actual LCD/LED is damaged as well.
Most people have no idea you can use a mouse or keyboard on the phone at all, so they'd consider the touch not working to mean the entire phone is unusable since they can't interact with it the one way they've ever used.
We just don't really have all the information, we don't need to be making assumptions that could easily be wrong as well and ignore possible easy solutions for their problem.
You are right, thank you. The screen shows 3-4 verticle lines of working pixels (about 1/3 of screen length), everything else is black. The lines comes when phone is turned on with power button and off when phone is turned off, so, phone still works somewhat.
Does that give you any ideas??
They said screen, not just the touch input.
You haven't worked a customer service or support position before have you? Not everyone has the same explicit definitions for things. You don't know what they consider the "screen" on their device. I worked in retail repairing phones for over a decade and saw customers refer to "screen" for every different component of the touchscreen assembly. and sometimes things completely unrelated to the display or touch at all. And that doesn't even get into the possibility of language differences when we're talking in an online community like lemmy.
At a separate job handling insurance replacements and reimbursements, I had a customer one time argue when processing a replacement TV for their current one that wouldn't turn on. They were extremely insistent that it wasn't broken. It wouldn't turn on, but it wasn't broken. Their definition of "broken" only meant physical damage, something just not working at all wasn't broken. Hell, people still refer to the computer monitor as the computer, or the tower/box as the CPU.
We also don't know how bad the damage to the screen assembly is without a photo at least. It could be that the LCD/LED is damaged and not clearly visible, but enough of it is still visible to enter your PIN if you can find a way around the touch interaction. We're missing information, and making assumptions about the situation based on explicit definitions that you know doesn't necessarily translate to an end user.
No, they try not to let me near the customers.
I wish they'd do the same with me. Customer Support wears on your soul in a way most other jobs don't come anywhere near.
And technical support becomes this weird combination of accuracy for troubleshooting and diagnosis, combined with a client that lies to you (often they don't know they're lying, sometimes they do) about the issue or what their role is with the issue. Actually now that I think about it, seems a lot like medicine. House actually has a lot of parallels with technical support.
Haha, I've definitely noted the House parallel before! I once gave a presentation to my team where "everybody lies" was the main focus. Extracting the correct information even from other engineers can be a real exercise. I eventually came up with the exact seventeen words necessary to get QA to tell you exactly what the problem was, and I felt like a real techno-mage.
I've led a privileged life where I never had to hold a customer service role, as I'm confident that shoveling horse manure is more pleasant.
It honestly like the most knowledgeable people are the worst to get useful information out of. They may think certain things are obvious, or link things together in a way that you don't, so you can't follow their internal thought process to fill in gaps.
Yeah, and half the time (at least) we're autistic