I am in the unfortunate position of having tom deal directly with our staff, it's something I have written about here before.  This is last weeks most outstanding call.  Sometimes it is difficult to maintain politeness when dealing with these people. So a a call landed on my to do list where a guy said he could not log on. He was being asked for a pin number that he had never set up.   I checked his Windows account, and he hadn't yet messed up his password enough times to lock himself out, nor had his password expired, so I called him and then connected remotely to his computer. From the very wordy and irate tirade he cam off with it was very difficult to understand, or even get him to demonstrate the problem, but since he was logged onto Windows properly it obviously wasn't what I had first thought of from his emailed description.  He had the error showing on screen and kept referring to it, even after I asked him to close the screen and start logging ont...