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techrecoveryThis isn't about a user, this is about another tech.
For some reason, I've been on the repeat queue where I work, which means that if a customer is calling about a previous issue, it comes to me. It's been that way for the last two weeks, and I've already gotten calls from two different people that I've helped previously. I don't mind that. (what actually bugs me is that when a call comes in, i hear music for 15 seconds before the call actually comes through. wtf?)
Amuways. So I get a customer that I remember from Thursday. I helped him do a reinstall of xp, and I sent him a driver's disk because he didn't have it and told him to call back in and we'd help him install them. Well, he got King Jackass for a tech, and the computer wasn't recognizing the disk and sent him a new one. I verified that the disk wans't actually readable, and told him to put in the new driver disk. The tech sent him the documentation for the computer. What was worse than that? Someone beyond him fucked up and he wound up getting a diagnostic test for some media player.
So I had to send him another driver disk.
A week and a half after I did the original reinstall. And another reason I feel bad? I know he could tell both times he called that I wasn't in the best mood in the world, as he was my last call on Thursday (which is my friday) and today was just a crazy bad day from the word go. Shit. I should have taken down his case number so I could have checked in on the case.
Vodka, anyone?
For some reason, I've been on the repeat queue where I work, which means that if a customer is calling about a previous issue, it comes to me. It's been that way for the last two weeks, and I've already gotten calls from two different people that I've helped previously. I don't mind that. (what actually bugs me is that when a call comes in, i hear music for 15 seconds before the call actually comes through. wtf?)
Amuways. So I get a customer that I remember from Thursday. I helped him do a reinstall of xp, and I sent him a driver's disk because he didn't have it and told him to call back in and we'd help him install them. Well, he got King Jackass for a tech, and the computer wasn't recognizing the disk and sent him a new one. I verified that the disk wans't actually readable, and told him to put in the new driver disk. The tech sent him the documentation for the computer. What was worse than that? Someone beyond him fucked up and he wound up getting a diagnostic test for some media player.
So I had to send him another driver disk.
A week and a half after I did the original reinstall. And another reason I feel bad? I know he could tell both times he called that I wasn't in the best mood in the world, as he was my last call on Thursday (which is my friday) and today was just a crazy bad day from the word go. Shit. I should have taken down his case number so I could have checked in on the case.
Vodka, anyone?
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no subject
Date: 2007-06-05 01:03 pm (UTC)It always amazes me that people think they can game the system when they're up against people who've forgotten more about how the system works than they will ever know. Our detective work tends to happen on the timescale of a minute or two, when it's needed. Fortunately it's rarely needed.
(And yes, I'm a notorious hardass on the service techs, because when they drop the ball my job gets a couple of orders of magnitude harder, cleaning up the mess they make. The competent ones know me pretty well and appear to have considerable respect for me, and the others .. well .. they learn quick. :D )