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Oct. 28th, 2008 01:23 pm![[identity profile]](https://www.dreamwidth.org/img/silk/identity/openid.png){kind=small}
antikythera.livejournal.com posting in ![[community profile]](https://www.dreamwidth.org/img/silk/identity/community.png){kind=small}
techrecoveryThere are several reasons why the tech support phone may not be answered during stated support hours.
1) I'm on another line. If a call comes in on line 2 when I'm on line 1, it'll still ring four times and then go to voicemail.
2) I'm in the bathroom, or having lunch, or talking to coworkers in the other room. I'm the only person on tech support and I'm paid by the hours I'm in the office, not the hours my butt is glued to the chair. .
3) I'm not actually in the office yet. If you call at five past one, I may still be walking in from the subway. Commute time on public transit has significant uncertainties, sometimes as much as +/- 10 minutes.
4) I'm working from home, as is the case today because I wrenched my back and I don't want to subject it to strap-hanging on the subway. We don't have the support line set up to forward to my home number yet, although I can check messages and return them.
The bottom line is, if you want the privilege of having your software supported by someone who works with the programmers, knows the software almost as well as they do, knows the field of science that the software is meant to be used in, and therefore is not paid sweatshop wages, you may have to deal with there only being one such person. Leave me a goddamned message and I can help you.
The plus side is, my manager says I can refuse to deal with abusive customers. Also, the ones that are angry enough to leave a profanity-laced voicemail message usually forget to leave contact information. :)
1) I'm on another line. If a call comes in on line 2 when I'm on line 1, it'll still ring four times and then go to voicemail.
2) I'm in the bathroom, or having lunch, or talking to coworkers in the other room. I'm the only person on tech support and I'm paid by the hours I'm in the office, not the hours my butt is glued to the chair. .
3) I'm not actually in the office yet. If you call at five past one, I may still be walking in from the subway. Commute time on public transit has significant uncertainties, sometimes as much as +/- 10 minutes.
4) I'm working from home, as is the case today because I wrenched my back and I don't want to subject it to strap-hanging on the subway. We don't have the support line set up to forward to my home number yet, although I can check messages and return them.
The bottom line is, if you want the privilege of having your software supported by someone who works with the programmers, knows the software almost as well as they do, knows the field of science that the software is meant to be used in, and therefore is not paid sweatshop wages, you may have to deal with there only being one such person. Leave me a goddamned message and I can help you.
The plus side is, my manager says I can refuse to deal with abusive customers. Also, the ones that are angry enough to leave a profanity-laced voicemail message usually forget to leave contact information. :)
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