this very bad!

[raliyn.livejournal.com]

I'm currently working level 0 support for #company, meaning that I take calls but don't have access to any of #company's systems so my work involves writing down what the caller's problems are and contact info and sending it to #company_helpdesk's full time employees so they can call them back.

One of the calls I had today was the most impatient Russian guy in #company's employ (yes his name was, in fact, Boris). He needed his password reset for #system. Normally, for #system password resets, I can just transfer the call to my #company_helpdesk contact and they can reset it for them immediately. However, this time my contact was busy. Hilarity ensues:

Me: I'm sorry sir, looks like 2nd level support is busy at the moment, I'll have to get them to call you back in about 5 to 10 minutes.
Boris: No, no this very bad!
Me: ...
Boris: You reset my password!
Me: I'm sorry but I don't have the access to do that, I'll have to get them to call you back as soon as possible, should only be 5 or 10 minutes.
Boris: I CANT WAIT 5 OR 10 MINUTES! I NEED TO GET IN NOW!
Me: I can't reset your password sir, second level is going to have to call you back.
Boris: How you get them to call me back when I didn't give you phone number? ("I don't know my phone number. I can't think right now")
Me: I'm going to need to get a phone number from you.
Boris: NO, THIS VERY BAD! VERY BAD SERVICE! LIKE YOU GET FAILING GRADE!
Me: Sir the only ones you can reset your password are second level. I'm going to do my best to get them to call you as soon as possible.
Boris: ...
-15 seconds of complete silence-
Boris: (gives phone number)

My contact called him back after no more than 1 minute, and he didn't answer the first time. Once they got connected, apparently the guy yelled at my contact because he tried to use a password that he had already used before, and then got REALLY mad when his new password had to have 1 capital letter and 1 number in it.

It was the kind of call which leaves you surprised they don't run around breaking things afterwards, and then trip and hurt themselves, "my leg broken! this really bad! really bad service!"

Epic. Fail.

[amynnah.livejournal.com]

Recap: Helldesk for Hospital

This was too good not to share. I just spent ten minutes of my life on the phone with an epic user error fail. She was calling from home, attempting to keyfob into her PC, which was at work. I'm troubleshooting away, chatting, and getting frustrated because nothing seems to work. For whatever reason, she is unable to connect to her remote PC, and getting a strange error about her remote connection not being identified.

So... about six minutes into the call, I wrestle the name of the PC she's attempting to remote into out of her, and ping it. Steady Request Timed Out, which is one of two things... unplugged network cable or it's turned off. I inform her of this... and her response was, and I quote,

"You mean to tell me I can't shut down at night, because then I can't remote into it!?"

/facepalm. If you want to remote into it, ma'am, you have to leave it on. If not, then shut it down. The sad thing is, these instructions are in the paperwork for the keyfob, given to the user at the time of receipt of the keyfob...

...anyone want to join me in finishing off the beer in the fridge? I also have rum and vodka.

Overkill...

[kyidyl.livejournal.com]

Oye. Some network guys just kill me...I support a medical website, and today is a data upload deadline for our customers. I got a call from someone who works on another tool we have that works in conjunction with ours. And man...this guys computer...

Is it reeeeeeeally necessary to have the java and the browser go through an automatic connection script. Have a login for a firewall (It connects to a domain and the user enters in the login creds when IE is opened), a proxy, and most likely a physical router...all on a computer that is a stand-alone machine not connected to their network attached to it's own DSL line which it shares with NO other machines, and is set up to perform one single function (and is, in fact, untouched except for the once a quarter upload of this data...the data, BTW, is uploaded via a web-based secure FTP service.). Really? >.<

Restrait, dude. Learn some. This crap is the same stuff that was on all the other machines in the building that was preventing it from working correctly that you set up this machine to AVOID.