Sorry, We Don’t Fix Your Aunt’s Laptop: Tales of Tech Support and the Perils of Personal Devices
Ever notice how “Can you just take a quick look at my computer?” is never actually quick? For anyone in tech support, there’s a special kind of dread when a coworker forgets the boundary between work and personal tech. And if you’ve ever worked IT during the pandemic, you know there’s always That User—the one who thinks “policy” is just a suggestion and “personal device” means “company responsibility.”
Today, let’s dive into a real-life saga from the trenches of r/TalesFromTechSupport, where an IT pro shares their struggle with a repeat offender who just can’t understand: no, we don’t work on your personal devices (no matter how many times you ask, or how much you pout).
When “WFH” Means “What’s the Fuss?”
Our story unfolds at an engineering firm that, like many, had to scramble during COVID to help employees work remotely. The company’s policy was clear: if you want to work from home (WFH), you’re welcome to remote into your beefy office desktop—but you’ll need to supply your own home device to do it. IT would help you set up VPN and Teams, but beyond that? You’re on your own, pal.
One particular user, described by u/AnDanDan (the original poster), never quite grasped the basics—even after four years and multiple tutorials. This user, let’s call them “Persistent Pat,” was determined to make their work life easier by making IT’s life harder.
Here’s the gist: Pat got a friend’s laptop for WFH, IT helped set up the essentials, and everything seemed fine… until Pat wanted the friend’s name removed from the login. IT declined, citing policy, and suggested Pat Google the steps or visit a computer shop.
But Pat wasn’t taking no for an answer. After three more rounds of “Can’t you just do it?” and “But it’s just a favor…”—including escalating to the boss—Pat still didn’t get the answer they wanted. Even when the boss offered to help as a personal favor, Pat tried to guilt-trip IT: “I asked three times and they wouldn’t do it!” Thankfully, the boss backed IT up, reinforcing company policy.
And yet, Pat wasn’t done. They showed up at the office with the laptop—on the boss’s WFH day—hoping IT would cave. No dice. As u/AnDanDan summarized, sometimes the hardest part of IT is politely saying “no” for the fourth (or hundredth) time.
The Policy Problem: Why IT Won’t Touch Your Personal Laptop
So why the hard line? As several top commenters pointed out, it’s not about being mean or lazy—it’s about responsibility, security, and, frankly, self-preservation.
Take u/jerermy534’s witty take: “It’s a weird thing I know, but I like being able to pay my bills on time and getting a paycheck every week.” In other words: one wrong move on your personal laptop, and suddenly IT is on the hook for your cousin’s malware, lost photos, or “accidentally” deleted files.
Security is another huge concern. As u/PureOrangeJuche exclaimed, “I’m shocked that you allow people to remote into your system with unsecured, uncontrolled personal devices.” OP admits it’s not ideal—they use Cisco AnyConnect with some protections, but everyone knows that if your home laptop is riddled with keyloggers or remote access trojans, company data is still at risk. As u/blind_ninja_guy bluntly added, “It is still fundamentally a bad idea to let personal property onto the company Network.”
And then there’s the slippery slope of “just this once.” Several commenters, like u/Familiar-Lemon-674, shared stories from other industries where bending the rules for one person quickly becomes the new (and exhausting) expectation. “Stop making me look stupid just cause you have no spine,” they vented, after managers at their job kept violating a city ordinance “just as a favor.” As u/dhaos42 wisely put it: “A boss that caves is no boss at all. Back up your workers. If they are following policy and they say no, the answer should be no all the way up the chain.”
“But It’s for Work!”—The Never-Ending Debate
“But it’s for work!” cry the Pats of the world. Some in the comments pointed out that if a company expects you to work remotely, they should provide the hardware. But as OP clarified, WFH is a privilege, not a right, at this engineering firm. If you don’t have your own device, you’re expected in the office where IT can support you—and where the computers run the resource-hungry apps engineers need.
As u/ladysdevil noted, “Part of the way a lot of employers are getting rid of work from home is telling employees they will not provide equipment, training, or support for it. If you want to work from home, it is a privilege and you must provide your own setup.” This isn’t a demand—it’s an option. As u/AJourneyer summed up: “If a task is work critical and your own device can’t handle it, you go into the office and deal with it on the work device. Which is supported by IT.”
The Human Factor: Why Boundaries Matter in Tech Support
At the end of the day, IT pros aren’t heartless—they’re just tired of being asked for free labor, often with a side of guilt-tripping. u/realgone2 nailed the sentiment: “NO! I don’t even like doing my actual job.” And when someone tries to guilt you into “just a little favor,” u/Hobbit_Hardcase suggests a cheeky response: “Why, yes, I do freelance. My rate is twice what a lawyer near you charges.” That usually gets the point across.
The real issue? As OP and many commenters observed, when bosses make exceptions or fail to back up IT, it undermines the whole policy and breeds frustration. Consistency isn’t just a nice-to-have—it’s essential for maintaining trust and sanity on the tech support front lines.
Conclusion: Let Tech Support Be Tech Support (Not Your Personal Geek Squad)
So next time you’re tempted to ask your IT person to “just take a quick look” at your personal device, remember: there’s a reason for the boundary. It’s not personal—it’s policy, security, and keeping everyone (including you) out of trouble. And if you really want that name changed on your laptop? There’s a whole world of local shops (or, you know, YouTube tutorials) ready to help.
Have you ever been asked to bend the rules for a coworker—or asked IT for “just a little favor”? Share your funniest, wildest, or most frustrating stories in the comments below! And remember: tech support is there to help, but only within the boundaries that keep everyone safe and sane.
Happy remoting, and may your VPN always connect (not just say “Connect”)!
Original Reddit Post: For the fourth time, no, we dont work on personal devices.