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red-scully.livejournal.comI'm now 3 months into my super awesome Helpdesk job, and the users are finally starting to show their douchebaggery. Since my last job involved a queue so long that the average response time was 2 weeks, if you ring me and complain that "it's been ages" when you logged the call 20 minutes ago, I'm unlikely to have sympathy. Especially when you call again later and tell me, "this isn't an urgent request, but imagine if it had been? I've been waiting three hours - that could have caused me a problem if it was urgent!" OH FUCK OFF. If you'd called and said it was urgent three hours ago we might have treated the job as urgent. Since you indicated that it wasn't urgent, we treated it as not urgent. And three hours? Really that isn't that long. And if you want to complain about the service, how about emailing my manager rather than moaning at me and when I apologise saying, "well, it's not your fault, you don't need to apologise," and then ranting at me some more. I don't get paid to listen to you whining all day long, bitch.
Talking of impatience, how about this for an arsehole and a half. Luser logs call. 11 minutes after logging it, my boss sticks it into my queue. 12 minutes afer call was logged, I notice the notification and have a look at what the job is. Looks pretty easy, so start digging around in AD for the relevant user account and group. 1 minute later, my phone rings. IT'S THE USER. He got the notification that the job had been assigned to me and when, after 60 seconds, I didn't call him, he looked up my number and called me to ask why I hadn't fixed it yet. OMFG. LEAVE ME THE BLOODY HELL ALONE. I AM DOING IT ALREADY OMG. I really hate people sometimes.
And finally. If you logged a call an hour ago and you ring to chase it up and I tell you we're a bit busy today but will get to it, what do you think you will achieve by saying, "but I need to have it fixed - is it really going to get done?" What kind of answer do you want? "Ok, I've suddenly become a Mac engineer and have fixed this for you" perhaps? "You're right - I'm not busy after all. I was lying. Bing, I waved my magic wand and you can access X now." Or how about, "No, it's not going to get done, because we're a bunch of arseholes and like it when you call us every twenty minutes" ? I understand the need to chase up a job but I do not understand the point of asking when something will be done if I say I can't give a time, or asking why I can't do it now when I've already told you it's not part of my skill set? Moral of this story is probably that Windows engineers shouldn't have to take calls from Mac users, but whatever.
/rant. Gah.
Talking of impatience, how about this for an arsehole and a half. Luser logs call. 11 minutes after logging it, my boss sticks it into my queue. 12 minutes afer call was logged, I notice the notification and have a look at what the job is. Looks pretty easy, so start digging around in AD for the relevant user account and group. 1 minute later, my phone rings. IT'S THE USER. He got the notification that the job had been assigned to me and when, after 60 seconds, I didn't call him, he looked up my number and called me to ask why I hadn't fixed it yet. OMFG. LEAVE ME THE BLOODY HELL ALONE. I AM DOING IT ALREADY OMG. I really hate people sometimes.
And finally. If you logged a call an hour ago and you ring to chase it up and I tell you we're a bit busy today but will get to it, what do you think you will achieve by saying, "but I need to have it fixed - is it really going to get done?" What kind of answer do you want? "Ok, I've suddenly become a Mac engineer and have fixed this for you" perhaps? "You're right - I'm not busy after all. I was lying. Bing, I waved my magic wand and you can access X now." Or how about, "No, it's not going to get done, because we're a bunch of arseholes and like it when you call us every twenty minutes" ? I understand the need to chase up a job but I do not understand the point of asking when something will be done if I say I can't give a time, or asking why I can't do it now when I've already told you it's not part of my skill set? Moral of this story is probably that Windows engineers shouldn't have to take calls from Mac users, but whatever.
/rant. Gah.
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