techrecovery | I love my cow-orkers (Reply)

If a problem's weirdly technical we have a Lead Tech section to go to. They're also the BOFHs of the office, so when one has had the sucky customer from hell, they're the people who will really understand the problem, the customers, and you.

I should also point out we have a wonderful symbiotic relationship. I make a pot of real coffee and they're allowed to share it; they treat me like a human being and answer my questions. Such relationships should be nurtured.

I get off the phone from the sucky customer from hell ("I've been working with Windows networks for 15 years and I know how they operate so it must be your system that's not working") after informing him that his modem is confused from all the items he's tried to plug into it, and after being screamed at because he won't reboot his modem because that would cause his router to get a new IP address and he'd have to reset all his machines. (Yes, I know that means he's not setup his network properly for a DHCP IP). I wander over to the LT desk, and they comiserate in the best way they know.

"What's his username? Ahh - yes, his modem has been up for 4 months without a break, AND he's reconfigured it to bypass our upload speed limit." Clickety-click "Oh, dear, it seems his modem has just reset itself back to factory default settings, AND it's reissued the IP address to the router. What a shame."

I don't know if it was the note of joy in the LT's voice as he did it, or just his attitude, but I had a grin on my face for the rest of the evening.

I think I am getting this service far too cheaply. I love my LTs.