ext_130371: (Default)
[identity profile] ravenofdreams.livejournal.com posting in [community profile] techrecovery
I've got a poll for all of you who do end-user support.... [Poll #1828676]

Date: 2012-03-24 09:20 pm (UTC)
From: [identity profile] cirobi.livejournal.com
Since I don't deal with any of the three groups mentioned in the poll, had to chime in with "something else."

The groups I've dealt with that have a tendency to act entitled are folks high up in the chain of command (office big-wigs and such) and developers. Of course, it's also not everyone in those groups, but here's what often irritates me...

A lot of higher-ups seem to think their requests should come first while not following proper procedure (i.e. opening a proper ticket for issues). I get the part where the higher in the chain you go, sometimes it truly is a dire business need to get that dropped/damaged/lost Blackberry replaced immediately otherwise a business deal might be lost, or something like that. But, the way things are set up for the ticket process, it's ridiculously easy to get a ticket number while alerting the IT staff at the same time. Then there are the developers who seem to think that because they're under the gun, either due to crappy deadlines from their superiors or them squandering their own time, that the IT staff ought to drop what they're doing to fix development problems (usually in the form of figuring out poorly written release instructions or some other thing that shouldn't be on the shoulders of any IT staff member)... not to mention there's often a lack of QC on code also feeding into this gripe. Back when I was in college, every professor hammered in the point of "document, document, document" in every coding class I took, yet in the real world, it's like a mass childish rebellion against proper documentation both inside and outside code files....

Date: 2012-03-25 01:25 am (UTC)

Date: 2012-03-25 02:48 am (UTC)
From: [identity profile] fixerkitty.livejournal.com
This. And family. Family is the worst, I think, because they think they can make demands on your time and you'll just fix their crap with a smile. UHHH, no. Once or twice, sure. The same thing for the tenth time? I'll send you an invoice. :/

Date: 2012-03-25 05:42 am (UTC)
From: [identity profile] ssha.livejournal.com
A while back I spent about 12 hours, total, working on my next-door-neighbor's computer for her, gratis. She'd managed to b0rk it all to Hell and back by being 'net-stupid.

Long story short, while I was there at one point, I asked for a drink, or a snack or something. You'd think, what with me doing roughly $600 worth of work for her, for free, she wouldn't begrudge me this. However, later I heard from mutual friends that she was bitching to them that I owed her money/replacement for what I had consumed one day (I think it may have been an apple, or a sandwich or something?).

Not only that, the next time she asked me to take a look at it, not only did I stupidly agree to do so, I quickly found that she'd reinstalled the program I'd uninstalled (which had, in turn, either directly or indirectly caused a metric crapton of spyware/malware/etc. to be installed on her system), and the problem was just as bad as before. That sealed it. I don't even glance in the direction of her computer anymore.

I think my answer to the poll is simply: the ignorant and ungrateful.

Date: 2012-03-26 12:38 pm (UTC)
From: [identity profile] wolfhound668.livejournal.com
My "friends and family" rate is $150 an hour. Firm. Don't want to pay it? Don't call me with your problems. Really cuts down on the abuse.

Date: 2012-03-24 09:59 pm (UTC)
From: [identity profile] emsporter.livejournal.com
Engineers. Because building a bridge is obviously directly analogous to running a network.

Date: 2012-03-26 11:28 am (UTC)
From: [identity profile] caira.livejournal.com
You can jump off the bridge, or hang yourself with Cat-5. See? Identical!

Date: 2012-03-24 10:49 pm (UTC)
falnfenix: (Default)
From: [personal profile] falnfenix
a teacher who is also a doctor...particularly someone in Radiology. there is a special circle of hell for some of these people.

Date: 2012-03-25 03:27 am (UTC)
From: [identity profile] reynardo.livejournal.com
People who have two computers at home and so think they know what running a network is all about. And besides, they were playing poker on line when the link went down so the company must owe them all the money they were about to win...

Date: 2012-03-25 04:37 am (UTC)
From: [identity profile] mouser.livejournal.com
I saw lawyers because it's a larger group, but on an INDIVIDUAL basis it's anyone that thinks they're INCREDIBLY computer literate. I've one guy that calls and reminds us CONSTANTLY that he's gotten an MCSE. Then has to map a printer for him. AGAIN.

I've also dealt with a DBA who thought this entitled him to the network Domain administrator password, and didn't understand why HIS homepage had to be set to the corporate webpage just like everyone else.



Date: 2012-03-25 08:06 am (UTC)
azurelunatic: A glittery black pin badge with a blue holographic star in the middle. (Default)
From: [personal profile] azurelunatic
Yes. This.

Amazing the number of techs who think that this entitles them to not follow any sort of proper procedure "because they know what they're doing".

Date: 2012-03-25 12:57 pm (UTC)
mephron: (Rage)
From: [personal profile] mephron
BANKERS. Oh god, the bankers. Especially the stock traders.

I worked for Citigroup for more than ten years. The stock traders were all either insane or entitled in ways that doctors and teachers could only aspire to someday. They wanted zero latency networks (but three machine, one for trading, one for stock lookups, and one for their other stuff which was usually solitaire or the book on trading they were writing), and if there was the slightest network access error we had to FIX IT NOW NOW NOW DO YOU KNOW HOW MUCH MONEY THE COMPANY IS LOSING RIGHT NOW BECAUSE WE CAN'T GET TO THE STOCK LISTINGS. (The fact that the listing company had suffered a short network outage was, of course, our fault.)




And then there was the asshat, the man who I will remember as the most entitled bastard on the fact of the planet, the man whose face they will put on the memorial mountain of Planet Asshole as the guy who was the greatest of them all, greater than any politician ever.

Who called my department, screaming about his external email address not being set up...

who threatened me personally with firing or violence...

....on September 12, 2001.

His request for the external address had been filed at 8:51 AM the day before. Our group was located in Jersey City, NJ, and we faced Manhattan.

I found his request, completed it, and turned and filed an abuse statement with Human Resources. I don't know what happened to him.

Date: 2012-03-25 01:04 pm (UTC)
From: [identity profile] tattooofhername.livejournal.com
Wow. I sincerely hope they put him in a rocket and sent him straight into the sun. Asshole doesn't even begin to cover it.

Date: 2012-03-26 01:33 am (UTC)
From: [identity profile] preserver3.livejournal.com
This, and it doesn't matter if it's a small bank or Goldman Sachs... This is how they act.

Date: 2012-03-26 03:50 am (UTC)
lolotehe: (Just....christ)
From: [personal profile] lolotehe
Sweet lord, yes. Anyone who says, "I make too much money an hour to have to deal with this," is only half-right.

Date: 2012-03-25 02:55 pm (UTC)
From: [identity profile] asbrand.livejournal.com
Dentists.

Because they cannot wrap their tiny brains around the concept that just because you spent $2000 on that computer 15 years ago...that doesn't mean it'll run the latest stuff out there.

Back in 1998, just after Windows 95 had come out and gotten popular, and just as Windows 98 was coming out....we had dentists who still had machines they'd bought in the late 80's, with 5.25" floppy drives running DOS 2.11, and couldn't figure out why they couldn't just install the latest OS and Dental Software on that $4000 (10 years ago) machine. And blamed US for it!



-Az

Date: 2012-03-26 12:35 pm (UTC)
From: [identity profile] wolfhound668.livejournal.com
I voted doctors since that's what I have the most experience with but I understand from friends that lawyers are needy little bitches as well (big surprise). I got my start in IT at a medium-sized local hospital back in the 90s. One of the first projects I worked was replacing the old WYSE terminals with Windows boxes. Maybe it was the hospital I worked at or the fact that the only thing the doctors really used back then was the terminal emulation software so nothing really changed from their point of view but in those days the docs seemed much more understanding about "technology issues". My biggest problem in those days was that one doctor always had the latest and greatest toys then you'd have a bunch of "me-toos". Events have come full circle and I am once again working in a hospital setting but doctors are a complete pain in the backside these days. If a program takes more than a second to change screens the helpdesk gets the "everyone at our site is running soooooo slow today" call. Of course said doctor is never around when I (as an escalation for the helpdesk) call back so you end up talking to an office manager who has no idea what's going on but the doc told her that the "damn IT idiots better fix it".

Date: 2012-03-26 05:25 pm (UTC)
From: [identity profile] cumaeansibyl.livejournal.com
I voted for teachers, but what I meant was college professors. They can't follow simple instructions, but they are absolutely positive that they know everything and that any trouble they have understanding things is our fault.

Date: 2012-03-27 06:05 am (UTC)
From: [identity profile] attackgypsy.livejournal.com
Lawyers. for sure.

Doctors are a close second.

Lawyers threaten to sue for the slightest thing. I had one that had some trouble with his email. I asked for permission to remote in, so I could fix it real fast. He refused, saying that there was confidential client data there. I actually told him that I had zero interest in his client data. What good could any of it do for me? He still refused. I spent the next two hours just showing him how to clear out his trash and how to delete old emails, among other annoying things.

Then he said I took too long, and he was going to sue because I took too long to fix the problem. I replied "If you had let me remote in, like I asked, it would have been fixed in five minutes. So go ahead and sue. By the way, did you not hear that "these calls may be recorded" message? Well, I can assure you it was. so have a nice day."

This was 5 years ago. He never sued.

Date: 2012-03-27 12:47 pm (UTC)
From: [identity profile] kerberos.livejournal.com
Those that pay the least. They know the least, they demand the most service and they get most pissed off when you "don't deliver" on their ridonkeyulous expectations.

Date: 2012-03-27 09:53 pm (UTC)
From: [identity profile] teddy0bear.livejournal.com
Assistants to big wigs

Assistants wont let you talk to the big wigs to gather the information you need and their technical knowledge doesn't seem to go farther then the calendar function in outlook. Since the request is often for the big wig who they report to the issues is always ASAP! OMG! YESTERDAY! Assistance also seem to be trained on how to get answers as quickly as possible incudling emailing you every day looking for an update (if not more often), putting the entire email in the subject line, giving you a numbered list of tasks that need to be done, assigning you deadlines, calling & emailing you at the same time and cc'ing your boss in all communication.

Date: 2012-04-06 09:38 pm (UTC)
From: [identity profile] harry-whodunnit.livejournal.com
Accountants.

I work in a large hospital, and accountants give me more grief than any other group of users. Only accountants feel the need to give me a ten minute lecture on how the whole place would grind to a halt without them before letting me look at their machine. Only accountants think that departmental policies trump physical laws.

The guy responsible for scooping your brain back into your skull after a traffic accident will log a ticket and wait patiently. Accountants want your home phone number.
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