I feel my life slipping away

[the-ninja-style.livejournal.com]

I work for Tier 2 - which means minus the customers we have to call with phone issues (We all remember the voicemail lady right?) I deal with field techs only.
Now you would think that since we hire, train, and send these people to school that they would have some clue as to what they are doing. These brain children proved me wrong.

Tech: The modem isn't responding to the internet
Me: *Checks the account* OK there is no modem on here. They also aren't scheduled for an internet install.
Tech: 2432 Pine Dr. right?
Me: Yes...
Tech: Well that's where I'm.... oh nope. This is 2434. What should I do?
Me: Take it out and put it in the right house.
Tech: Are you sure we can't just give these people internet?
Me: If you can talk them in to raising their bill.
Tech: But I don't want to tell them what I did.
Me: They are going to know when you rip their modem out.
Tech: -Long pause- OK thank you. *Discos call*

Tech: The modem isn't syncing up
Me: I see. I can't find the modem online at all. What are the lights doing?
Tech: No lights.
Me: It's a dead modem, swap it out.
Tech: OK. Oh, I never plugged it in. Hang on. OK lights.... *clicky click* INTERNET! Awesome.

Comments

[canray.livejournal.com]

Here's one I heard while "Y-Connecting" during training.

Field Tech: "OK, there's still no sync. What do I do now?"

Phone Tech: "Dude, that's your JOB. You know what to do. Swap out with a replacement Modem, doesn't have to be one of the specialist one, to see if THAT syncs up. If it doesn't, problem with the line, troubleshoot as normal."

FT: "This is the Fourth Modem, we've checked the line, it's still not working. Even tried one of the regular modems. Look, we've tried everything we can do here. DO SOMETHING!"

PT: "OK, I'm going to do the standard thing we do for this issue."

FT: "Good. Thank you."

PT: "I'm booking a Tech to go out... HEY! You're already there! DO YOUR JOB! We only deal with Wireless Issues here. This is a Sync issue. DO WHAT YOU'RE SUPPOSEDLY TRAINED TO DO!" *Throws Headset Off Head* "And that's how we deal with Field Techs who think that we're their supervisors."

[the-ninja-style.livejournal.com]

We have techs that don't move until we tell them to. They will stare at a dead modem for HOURS unless we say, "Swap it out." It's so frustrating at times.

[canray.livejournal.com]

This happened with a neighbour when I was working.

PT: "Hello, this is *Bob*, how can I help you?"

FT: "Me Tech!"

PT: "That's... Great. What's the issue."

FT: "Me Tech! No Work!"

PT: "Riiiiiiiiiiiiight. OK, well, that's why you were sent out."

FT: "OK." *Click*

Me To Him: "Yep, we insist that the person at the house is English Speaking, but make no guarentees that the Tech will be."

[skylion.livejournal.com]

This is only a bit related to your situation.

I was helping an older not very comp/tech savaay person set up a new dsl service. We went over all the cables, filters, proggies, and everything. I even introduced her to the idea of right clicking, helped her see where she could find her NIC...the works.

Modem no go, after an hour of struggle. Our cust notices one small detail...she hasn't plugged the power cord in.


I love it when I was new to the job and could get away with that crap...

[siliconshaman.livejournal.com]

I think that second one is fairly excusible, as everyone gets the odd "404: brain not found" error now and again...

especially first thing in morning and [presumibly] there's too much blood in the ol' caffine stream.