Reverse Engineering Tech Support
Jan. 31st, 2009 08:40 am![[identity profile]](https://www.dreamwidth.org/img/silk/identity/openid.png){kind=small}
preserver3.livejournal.com posting in ![[community profile]](https://www.dreamwidth.org/img/silk/identity/community.png){kind=small}
techrecoveryI've shortened this a bit, but I have major, major props for this woman. This message has been slightly abbreviated to fit in this format.
Me: Techie setting up a send connector on an Exchange 2007 server
Tier 1: Under trained, Bangalore Techie, who has only the company's website to provide tech support.
Tier 2: Bad A$$ 60+ Grandma, whose been working for a Bell since 1983
Tier 1: Hello Mr. (My First Name), how can I help you today?
Me: I've got a Sendmail connector on an Exchange 2007 box that stopped working. Do I have to authenticate to your smart host, open an IP port range or get something from you to make it work?
Tier 1: Is this Outlook 2007?
Me: No, it's Exchange server 2007
Tier 1: I can help you with that. Our SMTP port is xxx and our POP3 port is yyy, let me walk you through this procedure, first you need to go to outlook and open your account...
Me: No, this is Exchange, this is just a push server in a remote office. I need to be able to setup an internet send connector. I've got all of the domains it will be able to send to, it's strongly typed, and it was working earlier today before port ppp was blocked. This is a corporate account.
Tier 1: I do not know what you just said sir, can you repeat your question in another way?
Me: I've searched the website, is there someone familiar with MTA's, I'll replace this thing with a sendmail server in a heart beat if that's the better option?
Tier 1: Let me get the Tier 2 on the line
<2 minutes on hold>
Tier 1: Hello Mr. < My First Name> I have on the phone, she is with our Tier 2 support.
Tier 2: what I just heard from makes no sense at all. Are you trying to turn Outlook into a mail server? Because that's wrong and I won't have it.
Me: No, as I said before, I'm trying to get our send connector to work on an Exchange 2007 box. Real simple, real fast, it's strongly typed and has a limited range of domains it can talk to, but because we don't have direct service here, we have to use an internet account, and because it works with partners who we can't let on the corporate domain, we can't use a VPN across the line.
Tier 2: I think I'll get this done and then scream in the phone a little bit after I get you off of this. I put this in the wiki months ago. You need to notify us when you set up an MTA of any kind, and looking at the notes.... sorry, you notified us 2 weeks ago when the account was established and the pipe was laid, this is our screw up, let me login to your router and fix this. <3 seconds of fast typing commands>, I'm rebooting it, if it bursts into flames, I'm not responsible.
Me: How long have you been with the company Tier 2?
Tier 2: I've been a tech since 1983, why?
Me: Any way I can get your direct extension for things like this?
Tier 2: I'm a grandmother of three and have two husbands in the ground, you may adore me from afar, but you have to go through Tier 1, like everyone else.
Tier 1: So the problem is fixed?
Tier 2: Give it a second hon, these things take time. Speak of the devil, check it now.
Me: works fine, we're getting mail to our other offices, thanks so much.
Tier 2: Sorry for the trouble, and I are going to go get some training, ask for him next time and he will be able to solve this problem and others just like it.
Me: Thank you very, very much.
Tier 2: My pleasure.
Me: Techie setting up a send connector on an Exchange 2007 server
Tier 1: Under trained, Bangalore Techie, who has only the company's website to provide tech support.
Tier 2: Bad A$$ 60+ Grandma, whose been working for a Bell since 1983
Tier 1: Hello Mr. (My First Name), how can I help you today?
Me: I've got a Sendmail connector on an Exchange 2007 box that stopped working. Do I have to authenticate to your smart host, open an IP port range or get something from you to make it work?
Tier 1: Is this Outlook 2007?
Me: No, it's Exchange server 2007
Tier 1: I can help you with that. Our SMTP port is xxx and our POP3 port is yyy, let me walk you through this procedure, first you need to go to outlook and open your account...
Me: No, this is Exchange, this is just a push server in a remote office. I need to be able to setup an internet send connector. I've got all of the domains it will be able to send to, it's strongly typed, and it was working earlier today before port ppp was blocked. This is a corporate account.
Tier 1:
Me: I've searched the website, is there someone familiar with MTA's, I'll replace this thing with a sendmail server in a heart beat if that's the better option?
Tier 1: Let me get the Tier 2 on the line
<2 minutes on hold>
Tier 1: Hello Mr. < My First Name> I have
Tier 2:
Me: No, as I said before, I'm trying to get our send connector to work on an Exchange 2007 box. Real simple, real fast, it's strongly typed and has a limited range of domains it can talk to, but because we don't have direct service here, we have to use an internet account, and because it works with partners who we can't let on the corporate domain, we can't use a VPN across the line.
Tier 2: I think I'll get this done and then scream in the phone a little bit after I get you off of this. I put this in the wiki months ago. You need to notify us when you set up an MTA of any kind, and looking at the notes.... sorry, you notified us 2 weeks ago when the account was established and the pipe was laid, this is our screw up, let me login to your router and fix this. <3 seconds of fast typing commands>, I'm rebooting it, if it bursts into flames, I'm not responsible.
Me: How long have you been with the company Tier 2?
Tier 2: I've been a tech since 1983, why?
Me: Any way I can get your direct extension for things like this?
Tier 2: I'm a grandmother of three and have two husbands in the ground, you may adore me from afar, but you have to go through Tier 1, like everyone else.
Tier 1: So the problem is fixed?
Tier 2: Give it a second hon, these things take time. Speak of the devil, check it now.
Me: works fine, we're getting mail to our other offices, thanks so much.
Tier 2: Sorry for the trouble,
Me: Thank you very, very much.
Tier 2: My pleasure.
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no subject
Date: 2009-01-31 02:11 pm (UTC)no subject
Date: 2009-01-31 02:57 pm (UTC)And yay for smart women of any age, who can get things done right!
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Date: 2009-01-31 03:20 pm (UTC)no subject
Date: 2009-01-31 03:20 pm (UTC)And indeed, there aren't enough female engineers, and there aren't enough good engineers male or female to denigrate any one of them. My intention was praise.
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Date: 2009-02-01 01:19 pm (UTC)TBH:
Date: 2009-02-01 02:18 pm (UTC)no subject
Date: 2009-02-01 04:34 pm (UTC)no subject
Date: 2009-02-01 08:02 pm (UTC)Nothing like a soft voice, with a slight upper-class British accent, cursing you out in the patois of English and French that's the local dialect.
Damn I miss him. *Pours some Liquor on the corner*
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Date: 2009-02-02 02:22 pm (UTC)no subject
Date: 2009-02-13 09:01 pm (UTC)/salute