My head asplode!

[snarl817.livejournal.com]

Yesterday afternoon, the backend tech actually asked me, "Can the DVD-RAM drives on these systems read CDs?" Last week I overheard him telling a customer that corrective service updates had to be burned to DVD-RAM, and that they couldn't burn them to CD. I told him THEN that this was incorrect.

It just boggles my mind...this guy is the backend tech and has NO clue as to how optical drives work. Come to think of it, he doesn't have much of a clue as to the products that we support. I'm actually frightened about the fact that I'm so far above the skill level of my coworkers, not to mention the customers.

A or B? Yes!!

[bassgirl.livejournal.com]

I work in a call center. Thankfully, I have escaped answering phones, and now do internal Tech Services. Alas, this means I still have to deal with team leads.

Work order arrives.

Summary:
mouse intermittently not responding past 2 days.

I call the team lead who submitted it, as I want to know if "the little light went out", or if the buttons have worn out. This place is crazy dusty (great, I know. I replace CPU fans regularly.), and frequently we just need to blow out the USB connection and everything works fine. Also, the leads tend to put in OMGWTFDoitrightnow! requests on stations that still have reps on them, and I'm tired of walking all the way out there from my cozy dark room in the back of the center to discover this. I call the team lead, mostly just to be sure the rep isn't still there.

TL: Yeah?
Me: *sigh... you guys NEVER say who you are when you answer, and you're usually answering someone else's phone* Hi, this is bassgirl from Tech. You just put in a request about a mouse not working. Is it just the buttons not working, or is the mouse no longer functioning?
TL: Yes!
Me: So the whole mouse isn't functioning?
TL: Yes! The buttons!
Me: Oh. So the buttons arn't clicking anymore?
TL: Yes! It's all broken! Nothing works at ALL!
Me: Everything? Are you referring to the mouse? Is the light inside the mouse not on?
TL: Oh no! Nothing works at all! The light is still on!
Me: The light *is* on? Ok, so it's just the buttons that arn't clicking? He can still move the mouse around and it works fine?
TL: Oh! For TWO WHOLE DAYS nothing has worked! But it works sometimes so he can work but then it stops working and it's all broken! And he's gone now!
Me: *whew. At least I know the rep is gone.* Ok, so... Is it the buttons or the light?
TL: YES!
Me: Um, ok, well, if the rep is gone I can come out and test that mouse for you.
TL: Good! *hangs up*

Mouse seemed fine when I got there, but I replaced it anyway, just because I don't want that repeated tomorrow with the same cast of characters.

Still, that's better than Sunday, when I kept getting calls from team leads who proceeded to yell at me and tell me that we DO NOT have tech in on Sundays!! Erm... ok, so why are you calling me in the first place? Also, we go through this EVERY SINGLE SUNDAY since I started my job here 5 months ago. How many more Sundays do I have to sit through this? I am scheduled Sun - Thurs, and have been since I joined Tech Services... but obviously the team leads are wiser than poor little ol me. (except for this coming weekend! WOO! I get Thanksgiving off!)