More late Field Tech fun!

[redqueenmeg.livejournal.com]

Sorry I am late with Field Tech Day, but I had the bubonic plague an amazing cold and fever and have been off LJ for a bit.

My contribution:
I was a phone tech. User called in with an error that we'd been hearing about all morning. The fix was to reinstall Flash, but at the user's location, we couldn't do the reinstall for the user, nor was the user able to reinstall it himself (computers were way locked down). So I had to write a ticket to the local techs, which just said "User is experiencing the suchandsuch error; please reinstall Flash."

The ticket was kicked back. Not closed, not resolved, but kicked back. Since kickbacks reflected poorly on my stats, as it implied that I had not done all I should to resolve the problem, or that I had misassigned the ticket, I took a look at it. The field tech's reason for kicking the ticket back and lowering my stats was...

"I dont know how to install Flash."

Yeah, that tech got a really angry call from me.

Comments

[evilbill1782.livejournal.com]

Jeebus H Christ. What's so freakin difficult about going to adobe.com and clicking on 'Download and Install Flash'?
Some techs just don't deserve the job title.

[redqueenmeg.livejournal.com]

True! I hated that location anyway--things were always getting kicked back for idiotic reasons . I got another kickback once that said "Work completed" on it. I thought that was kind of weird and went to my supervisor, who said that that particular tech always just kicked tickets back when he was done with them, rather than closing them.

Nuh-uh, not on my stats! I called that idiot field tech and schooled him on how to close tickets properly. Ha.

[evilbill1782.livejournal.com]

Ahhh... and they say evolution doesn't go backwards. If that's so, why are there so many monkeys working field support? ;)

[xforge.livejournal.com]

We are Devo.

[loosechanj.livejournal.com]

My first thought was 'If they're using windows...'

[redqueenmeg.livejournal.com]

That part at least was not the field tech's fault--using Windows was a corporate directive.

[evilbill1782.livejournal.com]

Icon love!

[redqueenmeg.livejournal.com]

Thank you! I'm rather fond of old Arnie.

[loosechanj.livejournal.com]

I could understand not knowing how to install Flash on say, Linux. Especially if you have linux skills.

[evilbill1782.livejournal.com]

Hehehe... well some of us use Windows cause it runs Rome Total War. ;)

[redqueenmeg.livejournal.com]

*nods* I am sure that is my husband's reason for running it.

[evilbill1782.livejournal.com]

Yeah, if it wasn't for gaming, I'd probably be able to find an alternative to pretty much everything I run on Windows.
...Although I don't know if GAIM does the offline messaging that Yahoo does. *g*

[redqueenmeg.livejournal.com]

Ah, Yahoo, how I love thee for thy offline messaging and wacky avatars where I can be Anne Boleyn with a tiger...

[evilbill1782.livejournal.com]

Hehehe... mine's plain by comparison, just me in black jeans with a cat. *g*

[redqueenmeg.livejournal.com]

I often have a cat on mine, though the cats available don't really look like my cats. My last one was a Rome-based avatar. But Tudors is what I'm watching now. 0:)

[evilbill1782.livejournal.com]

That works *g* Yeah, the only cat there that's the same colour as my cat, is too small and skinny. LOL

[jecook]

::facepalm::

That field monkey would have gotten a new asshole if they were under me.

[naggy.livejournal.com]

Ask payroll to send him a letter instead of his next check. "We don't know how to print checks."

[the-ninja-style.livejournal.com]

^ Brilliant! We could also use this for field techs who claim things like, "I don't know how to provision a modem."
"I don't know how to check the LAC to see if it says connected."
"I don't know how to fucking dress myself, or how I managed to get this job. Now please tell me how to turn on the computer." (OK he actually said "Which one is the power button?" but STILL.)

[projectgator.livejournal.com]

Yeah I remember you calling the "I dont close tickets" guy back. Rumor has it that our former location will be outsourced.

[redqueenmeg.livejournal.com]

I wouldn't be a bit surprised about the outsourcing. I think I *told* you about this case but I actually *did* it in about February 2002--I didn't know you then. ;)

[projectgator.livejournal.com]

Well lemme tell you bout this bitch .....

[projectgator.livejournal.com]

Rumor has it the desk will be outsourced to Puerto Rico

[redqueenmeg.livejournal.com]

Well, that should handily take care of the problem about not having enough techs who speak Spanish.

[canray.livejournal.com]

Gotta love idiots that don't do the job properly, and make things bad on the rest.

When the Cable Modems didn't provision properly at a previous job, we had to send it up to a higher department, who would refuse tickets for, and I quote, "Inproper useage of commas."

And, this one was one I got back, that my Supervisor sent a "Smarten UP!" letter to, "Did not include Blerg.".

[redqueenmeg.livejournal.com]

...wtf is a Blerg?

[canray.livejournal.com]

I had no clue. The people I did the ticket for were a nice, elderly couple. Not *TOO* computer savvy, but they knew how to turn it on, work a mouse, surf pages, do e-mail, the important stuff that they wanted to do.

And they weren't too angry about the provisioning thing, so I decided to keep an eye on the ticket. Make sure it went through properly.

Checked it just before my next shift, and it was denied for "Blerg".

"WTF is Blerg?" I asked a neighbour, a more experienced rep. No clue.

So, ticket number in hand, go over to my Supervisor. He doesn't know what a Blerg is, either. He checks over my ticket.

Not even a Comma in a bad place. *NO* reason for it to be denied.

So, he sent it up the line as only a Combat Vet can, with some Weapons-Grade Language.

[vulpisfoxfire.livejournal.com]

Heee. While I rather doubt it, the part of me that make me want to give even idiots the benefit of the doubt makes me ask...is it at all possible that this tech *meant* 'I don't know how to install Flash though however this company has locked down their system'?

[redqueenmeg.livejournal.com]

Though I am quite the benefit-of-the-doubt person myself, unfortunately, this can't have been the case. This particular team of field techs was employed directly by my company, only for that location.

[karopanda.livejournal.com]

Damn. That tech fails at life.