Fur is gonna fly...

[fuego.livejournal.com]

My coworker just spent 20 minutes on the phone with a customer trying to determine their support eligibility and finally told them that they weren't elligible but he would have to cal and try to get permission to provide after-hours support.

Then he gets off the line and tells me that the call was from someone from one of our newest "elite contracts"...this small handful of contracts is the reason that we're employed. They pay millions of dollars for us to sit here overnight, on weekends and holidays on the off chance that one of them calls (It's rare for us to actually get a call from one of the contracts, we might get two or three a week if that.

*facepalm*

The reason he denied them? Because it wasn't showing up on the individual serial number. (Which the company is very adamant that you don't look for support on the unit, if someone calls and says they're from one of those companies, they have support no matter what.

And my idiot of a coworker just royally ticked on of their employees off...

edit: Oh, great...now he calls back, processes their request and is talking to them like he's doing them some huge favor or something, and is going to "take their word for it this time" and is treating it as a customer satisfaction issue....

Comments

[gracewanderer.livejournal.com]

I hope he gets fired, or threatened with getting fired. I get as frustrated as anyone with clueless lusers, but guess what? They're END USERS and are SUPPOSED to be clueless. It's forgiveable (if only barely). But when a tech is retarded, I have very little sympathy.

[taleya.livejournal.com]

I smell a fatal firing in the future...

[jecook]

Oh gods yes.

I worked at one place where we had one of those companies. they forced us to un-fire someone because their contract was something like 80 grand a year, and they liked the tech that we fired... (he was fired for probably violating the dress code (he liked wearing LOUD hawaiian shirts), and his personality didn't get much better after the incident.)

Actually...

[fuego.livejournal.com]

I love my current job situation. The people that call in, with the exception of this one company, are wonderful...they know what they're talking about and frequently have cases already in progress, and they're generally really nice and all I have to do is call their account manager. (And their contracts really are multi-million dollar contracts. I've seen the numbers. You could feed a small co8untry for years on what these people pay to have us sit here and babysit the phones.)