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Thread: Tales from Techsupport

  1. #1601
    Formerly: Baelan Shadowbane
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    Re: Tales from Techsupport

    Quote Originally Posted by Alikat Astrae View Post
    You were stationed at the Hidden Leaf village of ninjas? Do you know Naruto personally?
    Knew his squad leader :P

    "With your shield, or on it"

  2. #1602
    Chair warmer, Sector 7G
    Alikat Astrae's Avatar
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    Re: Tales from Techsupport

    Alikat Likes this comment.

  3. #1603
    Poof make squid!
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    Re: Tales from Techsupport

    Quote Originally Posted by FilanFyretracker View Post
    forcing use of templates even if you can do better is the grand proof that management who has never picked up the phone in ever is making the rules.
    Be careful what you wish for.

    Someone said something similar about the whole "never picking up the phone" portion of things to the MIS at a previous job. The man had 2 masters degrees, an MBA, and was working on at least two more degrees in something or other, but he took it as a challenge.

    ...and started answering level 1 helpdesk calls, figuring that since he'd been MANAGING various call centers for years, he could totally handle it.

    He took THREE calls over the next half hour before those three clients all independantly called the people they knew in middle management to say that this "new employee" was enough to make them seriously consider cancelling their contracts with us.

    Middle management had to literally HAUL him off of the phones by calling an "emergency meeting" that they "absolutely had to have him there for" to discuss something entirely inconsequential.

    As they went to the conference room, my boss sent the rest of us employees an e-mail ordering us to take the phones and computers off of all of the empty desks in the NOC so he couldn't just suddenly decide to start taking calls again.

    Quote Originally Posted by FilanFyretracker View Post
    But I have this odd belief that if a person has not worked customer service jobs they have no right managing them.
    THAT I firmly agree with.

    If you're going to manage a team, you should know their work/duties/roles in and out.
    For copyright purposes, all of my posts are covered under the "Do What The Fuck You Want To Public License"
    http://sam.zoy.org/wtfpl/
    Noone should sue or be sued ambiguously.

  4. #1604
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    Re: Tales from Techsupport

    Quote Originally Posted by Alikat Astrae View Post
    I never assume that people are stupid because they don't know what I do, just if they are incapable/unwilling of absorbing more data.
    Then I'm covered. (and FTFY)

  5. #1605
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    Re: Tales from Techsupport

    Customer: I'm getting so frustrated at this. I've been trying to use your site for two fucking days to reset my password and I still have yet to receive an email.
    Me: Which username are you resetting?
    Customer: Bjones
    Me: I'm looking in the list of users for your account and there is no "bjones". There's "bonniejones"...
    Customer: ... Oh. Really? there's typing Ooooooohhhh. Maybe that's why it didn't work.

    Somewhere, some poor bjones is trying to log in and wonder why s/he is locked out or getting reset emails...

  6. #1606

    Re: Tales from Techsupport

    Quote Originally Posted by Mileron View Post
    Customer: I'm getting so frustrated at this. I've been trying to use your site for two fucking days to reset my password and I still have yet to receive an email.
    Me: Which username are you resetting?
    Customer: Bjones
    Me: I'm looking in the list of users for your account and there is no "bjones". There's "bonniejones"...
    Customer: ... Oh. Really? there's typing Ooooooohhhh. Maybe that's why it didn't work.

    Somewhere, some poor bjones is trying to log in and wonder why s/he is locked out or getting reset emails...

    You'd enjoy thinking that, but in actuality, that is the social media manager for the facebook group of BJ Ones, who is now wondering, "oh fuck! Did our members start charging enough over craigist to get 1099'd?!"

    Cue fb memo out to all members," which one of you dumb fucks has been providing receipts to their clients! "

  7. #1607
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    Re: Tales from Techsupport

    We (our program) interface with a third party info-sharing service.
    Our app downloads information from them and presents it to the user.
    For the last two weeks our app has been reporting constant communication errors.
    The error log simply states HTTP 1.1/500 server errors, and refers to the IP with which the app is communicating.
    We provided the error log to the third-party service's developers and said "you have a communication problem."
    They said - for two full weeks - "no we don't" - until someone decided to actually run a test and found out hey, they have a big circuit problem, and they had to pull some circuits offline.
    Except they're still getting the errors on the remaining IP.
    They keep saying "there's no longer any issues" - and yet, my app keeps reporting the same errors, this time referring to their last remaining functioning IP.
    And it's occurring for several dozen customers.
    Now they want us to tell them how to fix their problem.
    Last I checked, I'm not an internet-based content delivery provider.

  8. #1608
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    Re: Tales from Techsupport

    Customer: I can't finish this troubleshooting tonight, I have an appointment in a half hour.
    Customer's coworker in the background: Come on guuuurrrrrllll, we gotta get our DRINK ON

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