another day from hell

[thalionar.livejournal.com]

Why can't 2nd level folks *tell us* when there's a problem, or *admit* to there being a problem so we don't have to drown in calls?

Because I'm lazy, chat transcript of my venting to a friend this morning (the bits in quotes are the gist of what was actually said):

well, it's better now, but here's what I told Corbaewench earlier:

[10:10] Thalionar: ugh. another day from hell today
[10:12] Thalionar: over the weekend, there was a sw push of about 15 apps. 3 of those apps didn't install so well, so yesterday afternoon, they sent out an email saying "these 3 apps will be updated overnight, so stop calling the HD"
[10:13] Thalionar: THis morning, they sent another email saying, "these 3 apps are finished, if you're still having a problem, call the HD"
[10:13] Thalionar: the problem? one of the apps is having a server side issue...
[10:14] Thalionar: we finally got them to admit to it around 9:15 so we could put up a cut-in saying "yeah, we know you got an email, you don't need to talk to us, they're working on it"
[10:14] Thalionar: also, there's a *different* application that has been having problems off and on for *weeks* we keep sending tickets "50+ can't use app"
[10:15] Thalionar: they keep closing tickets "yeah, we know"
[10:15] Thalionar: not helpful, because when the next set of folks calls in, we have to do a new ticket, page the group, the whole 9 yards.
[10:15] Thalionar: They *finally* told us they're working with MS server support yesterday and today, and the 5-10 min outages are because they're flipping rebooting the flipping server
[10:17] Thalionar: so, they let us do a point ticket, *and* put up a cut in saying, "yeah, this application is having problems, and will be having problems throughout the day. If you are currently having a problem, try it in 5-10 min. Support is working on a permanent solution"
[10:17] Thalionar: *and* I somehow managed to hyperextend my elbow yesterday, so that's just adding to my joy

It's some better now, thanks to the cut-ins, we're back to more or less normal call volume...

I *hate* clients

[klytus.livejournal.com]

So I'm looking at my Survey results, and I notice one lady gave me a pretty low score (3.2 out of a possible 5). I look to see her comments:

"Cust. srvc. rep was really polite but the issue took too long to be fixed."

Then I take a look at the ticket to see just how long this call took.

Ten minutes.

We're not just talking that it sat in the queue for a few hours before someone called her back. I answered the phone, did some research, solved her problem, bid her a nice day, then closed the case. One phone call.

Oh yeah... ten minutes is just waaaaayyyy too long to be endured.


Bitch.