Persistance is a value

[pohjois.livejournal.com]

I've got all the time in the world, and I am here to do your bidding, all day, everyday at any hour of the given day. No, really.

Bitter sarcasm aside, please to God, someone tell me that I'm not the only person who finds nagging emails the most un-pleasurable thing ever. There's nothing quite like getting into the office, firing open the tickets and finding crap from lusers along the lines of:

User: "Hey, I've sent >3 emails and got no answer!"

Hitting on the customer ID, unsurprisingly, several other tickets show up. Okay, well, at least they're not lieing. The fun part then comes when in reverse chronological order, I go through the aforementioned tickets. All, but the first are, "where's my answer you %~$&ing monkey, I'm still waiting" etc. Now, one thing I've failed to mention here are the timestamps of the said tickets. Sent at ungodly hours like 4am, and every 20-30 minutes. I mean, come on, this is just not funny. It's mildly depressing if anything.

Feeling like I want to bury my face deep into the palms of my hand, I sigh and think if it really was worth it, getting my arse out of bed, to go and put up with abuse, and unreasonable requests when I could quite easily be curled up under the throws of blankets "ill". Time to open up the original ticket to see what the issue is.

Oh, what'd you know, it's something that could have been answered by reading the fucking on-site FAQ, which might I add, is presented to you before you can even choose to send a support ticket in.

Comments

[quinn222.livejournal.com]

It's one of the mysteries of the universe how people who can't read can still manage to write irritating emails.

[pohjois.livejournal.com]

The sad thing is, with people like this, it'd be so much less effort and time to just RTFM.

[the-s-guy.livejournal.com]

You do have your email-reply-link-to-FAQ-plus-standard-RTFM-text-plus-auto:cc-to-boss macro set up, yes?

[pohjois.livejournal.com]

A link to the FAQ is presented both before, during and after composing a message. Oh, and a link is also provided within the autoreply. It makes you question any faith you have in human intelligence really.

[greylady.livejournal.com]

I'm not sure which is better; Nagging email or nagging phone calls.

Calls like "Where's my on-site tech, this is an emergency!" when the caller only reported the problem 15 minutes before (SLA is 2 hours) make me sad.

[canray.livejournal.com]

"Out of scope, solution to be found in Tier 0 documentation."

And if they're not sending emails...

[ptstech.livejournal.com]

They're burning up the phone lines. I issued a new laptop to a user who, in in all fairness, hadn't used one before. She LITERALLY called me 15 times that day PRIOR TO 1PM.

I had to add a message to my voicemail greeting basically telling whoever called that if they hadn't called the helpdesk to submit a ticket, to HANG UP AND DO SO. That helped some...

[louisville-mike.livejournal.com]

I agree with the nagging phone calls. I feel like they think I'm lying. They actually seem pleasantly surprised that I am still working on their problem and have not blown them off.

To be fair, it is not always the user trying to be a pest. Typically, their supervisor is harassing them about the situation. It always ends the same way with the supervisor saying, "Put some pressure on them. Call them for a status update."