Yet Another...

[cjkline83.livejournal.com]

I know you all probably go through this as much, or more than me, but I just have to vent.

I got a call for a local bar about 30 minutes away. They said every other machine at their lcoation had the internet, but their server (our Micros server for the bar/restaraunt) did not. Credit cards WERE working, but were really slow (dialing out on backup modem). That was all the information I was given. So, I hop in my car, and get there around 2pm when its nice and slow. I immediately go to the server and start looking it over. Still has our static IP, still has a link light on the NIC, reset the switch. Oh, hey, they reset their wireless access point AGAIN. (The site offers free wifi to its customers using an entry level linksys wireless router. I had it configured with our standard admin password, a different network, and AP Isolation to keep everyone off the Micros network). So, I dig a bit more. Shutdown our software firewall. Nope... still nothing.

So, giving up, I remove the static IP and try DHCP. For the record:
192.168.0.250 != 192.168.2.5

So, I find the manager and start asking questions. Yesterday, they apaprently had a problem with the internet. A tech from Embarq came out, and because he couldn't figure out what the admin password was for the DSL modem, he simply REPLACED IT with another one he had in his truck. Yeah, maybe you could have told me that on the phone instead of wasting my time? So, I try to log into the DSL modem using the standard pass. No joy. The tech that installed the modem had changed the default password. So, I do a quick 20 second bare-metal reset on the modem, and wha-la, I'm in. Configure port forwarding and firewall rules, and change the default password back to our admin pass.

Go BACK out to the server, configure its static IP, and test port forwarding and PCAnywhere. Configure the wireless access point with my laptop and lock it down to the same admin password.

So, I went back to the manager and billed her an hour worth of labor and warned her that I had actually underbilled a bit as a one-time courtesy. Yes, you have a maintenance agreement with us. Yes, normally, this would be covered if the internet had just "gone down". But, when the tech couldn't log into a piece of equipment we configured for you, did you ever think to call us and maybe check if we had the password?

Problem notes from a ticket... O_o

[thalionar.livejournal.com]

There's this application the company I support uses. It's horrible. There's always slow response, folks getting kicked out, etc.

The crappy part? about 80% of the company uses it.

A "slow response" ticket was opened yesterday. I'm checking on it today, and find in the problem notes:

want visibility and a call opened to monitor. maybe sacrifice a chicken

I LOL'd

Dear Customer #4

[awarrenfells.livejournal.com]

If you are trying to set up a Static IP address, please have at least a slight clue as to what it is you are doing.

If I ask for a MAC address, and you give me your street address on 3 separate occasions, perhaps it is not you that should be setting up your cameras for remote access.

Again, this returns to the question: Why, or how, does any business run a network or VPN without an IT department, or in the very least, an IT GUY (or GIRL :)  ).

*boggle*

Your Technical Support Representative.

Therapeutic Letter Writing....

[fuego.livejournal.com]

Dear Fucktard,

You have a most fascinating definition of "fraud".

Please sir, do go right ahead and attempt to file a lawsuit. When the court sees that you refused to follow provided directions to get the software on your computer working properly, they will likely point and laugh at your "fraud" suit.

Additionally, it is well disclosed on the software packaging and inserts, as well as on the website and in the terms of use that you agree to when you install the program that the license is good for one year at which point you must either purchase a new license or cease to use our program. Which choice you take is entirely up to you. But it is well documented. This is also not fraud.

Enclosed, please find a dictionary with the definition for "fraud" clearly marked and highlighted. Once you have read and memorized the definition, please apply dictionary repeatedly with copious force to your forehead. If you do not wish to do this, please call me and I will be most delighted to do it for you.

Thank you most kindly for your attention to this matter.

Cordially,

Fuego

it's not always a conspiracy

[amatyultare.livejournal.com]

Hi everyone...someone at customers_suck pointed me to this community. I'm a first-tier tech for an ISP & phone service provider.

Got this call today that I found absolutely boggling.

Ma'am, I'm sorry to hear that you had problems with your phone service (not through us).

I'm also sorry to hear that you've received spam messages to your email. Spam is annoying.

However, I very much doubt that the person that sent you a spam message referencing a 'phone call' was also behind your phone problems. No, even if you got it the same day as your phone service went out. Especially since the sender, from the email address, is in Taiwan and we are in central Maine.

No, really, the spammer did not send that email and then immediately target your phone lines for sabotage.

Yes, I'm certain.

(And really, even if it were true, why are you calling US? That would be an issue to take up with the police.)