YEAH, RIGHT!

[ebtb.livejournal.com]

The audacity of some people, I swear... here's a request via a webform we got this morning...

First Name: jack
Last Name: andthebeanstalk
Company: na
Telephone: 911

Question/Comment:
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Evaluating/Purchased: Evaluated.
How can i activate my software without purchasing it from your company?? hhehe

---------------------------------------------------------------------

You can send us $19.95, douchebag. hhehe

More late Field Tech fun!

[redqueenmeg.livejournal.com]

Sorry I am late with Field Tech Day, but I had the bubonic plague an amazing cold and fever and have been off LJ for a bit.

My contribution:
I was a phone tech. User called in with an error that we'd been hearing about all morning. The fix was to reinstall Flash, but at the user's location, we couldn't do the reinstall for the user, nor was the user able to reinstall it himself (computers were way locked down). So I had to write a ticket to the local techs, which just said "User is experiencing the suchandsuch error; please reinstall Flash."

The ticket was kicked back. Not closed, not resolved, but kicked back. Since kickbacks reflected poorly on my stats, as it implied that I had not done all I should to resolve the problem, or that I had misassigned the ticket, I took a look at it. The field tech's reason for kicking the ticket back and lowering my stats was...

"I dont know how to install Flash."

Yeah, that tech got a really angry call from me.

I wish I may, I wish I might...

[phaedra-13.livejournal.com]

If only we were allowed to be complete smart-asses at our Support Desk. Although our "customers" are really company employees, we still must maintain all customer service standards. **le sigh**

Real e-mail received today through HPSD:

SUBJECT: [system name]
BODY: Pls send me ticket#. Thank you.

What I WISH I could do:
Close the ticket as resolved. Ticket number issued immediately upon receipt of e-mail. (Considering ticket number generation is automated.)

What one of us here will wind up doing:
Calling user and literally pull teeth in order for her to explain what issue she is having with what. (She is not one of our more intelligent users.)



But a girl can dream of snarky tech support....can't she?