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techrecoveryI just discovered this community and thought I would give you a story to make you all laugh just a little.
I worked for a major pc company and we did support for their point-of-sale systems. A couple of years ago there was some flooding somewhere in the midwest. Here's the call..
Myself: This is William with technical support, I understand that you have a problem with your registers.
User: Yes, they all say U003.
Myself: OK, that usually means that they cannot talk to the server in the back office. Are there any cables that are unplugged or damaged?
User: No, none that I can see.
Myself: OK, Let's see, when did you first notice that the registers were saying U003?
User: They were like that when we came in this morning.
Myself: OK, now, how about the server in the back office, is it powered on and anything on the screen?
User: Well, it's not getting any power at all.
Myself: OK, have you made certain that the circuit breakers didn't trip and that the cables are plugged into the outlet and the back of the server.
User: I can't really check that right now.
Myself: Is there something going on in your store?
User: Well, you see, we have had all this rain and it flooded out the store, so I can't really do anything right now. Do you think that you can send someone out?
Myself: Well, let me get a little more info and we shall see. Did the server box itself get water in it?
User: Yeah, it did.
Myself: I assume that the power is on since the registers are giving you that code. Is there any power in the room where the server is?
User: No, there isn't, but I can't really get in there right now.
Myself: OK, let me ask you this, was the server box just splashed with water or was it submerged in it?
User: Well, it's still sitting in about two feet of water right now.
Myself: WHAT!! How are you able to check the registers?
User: Well, they are on these counters that are up high so they aren't sitting in the water but the server sits on the floor so it did get water in it.
Myself: Ma'am, I would strongly suggest getting out of the store until all of the water is out because you could get shocked by the equipment or anything else that uses electricity.
User: Well, can someone come out to look at it today since it is down?
Myself: Ma'am, I'm afraid that I cannot send someone out until the water has drained and the machines have had at least 24 hours to dry out.
User: Well, what am I supposed to do until then?
Myself: You need to get out of the store and call your home office and let them know what is happening.
User: Well, I need someone out here today to fix the server.
Myself: Ma'am, I cannot send out a tech because he can't do anything with it while it is still under water. Electricity and water do not mix and we cannot put our tech in harm's way. It's not like you can open the store anyway.
User: Well, that's not the point. We have a 24 by 7 fix contract with you and we expect service.
Myself: Ma'am, let me put it as clearly as I can for you. I cannot and will not send out someone as they cannot power the equipment on while it is wet. He will come out and see what state the store is in and will turn around and leave because he would be in danger of killing himself if he tried to do anything. This is what you need to do. You need to get out of there and let the waters subside. Once this happens, you will need to wait no less than 24 hours to allow the server to dry out. At that time, you may call us back and schedule service. We will send someone out and they will determine if the server is a total loss or if it can be fixed. Also be aware that I am going to call your helpdesk and alert them to the situation so that no new calls are placed to us until the store has dried out. Is there anything else that I can help you with today?
User: No
Myself: Have a good day and thank you for choosing XYZ.
I worked for a major pc company and we did support for their point-of-sale systems. A couple of years ago there was some flooding somewhere in the midwest. Here's the call..
Myself: This is William with technical support, I understand that you have a problem with your registers.
User: Yes, they all say U003.
Myself: OK, that usually means that they cannot talk to the server in the back office. Are there any cables that are unplugged or damaged?
User: No, none that I can see.
Myself: OK, Let's see, when did you first notice that the registers were saying U003?
User: They were like that when we came in this morning.
Myself: OK, now, how about the server in the back office, is it powered on and anything on the screen?
User: Well, it's not getting any power at all.
Myself: OK, have you made certain that the circuit breakers didn't trip and that the cables are plugged into the outlet and the back of the server.
User: I can't really check that right now.
Myself: Is there something going on in your store?
User: Well, you see, we have had all this rain and it flooded out the store, so I can't really do anything right now. Do you think that you can send someone out?
Myself: Well, let me get a little more info and we shall see. Did the server box itself get water in it?
User: Yeah, it did.
Myself: I assume that the power is on since the registers are giving you that code. Is there any power in the room where the server is?
User: No, there isn't, but I can't really get in there right now.
Myself: OK, let me ask you this, was the server box just splashed with water or was it submerged in it?
User: Well, it's still sitting in about two feet of water right now.
Myself: WHAT!! How are you able to check the registers?
User: Well, they are on these counters that are up high so they aren't sitting in the water but the server sits on the floor so it did get water in it.
Myself: Ma'am, I would strongly suggest getting out of the store until all of the water is out because you could get shocked by the equipment or anything else that uses electricity.
User: Well, can someone come out to look at it today since it is down?
Myself: Ma'am, I'm afraid that I cannot send someone out until the water has drained and the machines have had at least 24 hours to dry out.
User: Well, what am I supposed to do until then?
Myself: You need to get out of the store and call your home office and let them know what is happening.
User: Well, I need someone out here today to fix the server.
Myself: Ma'am, I cannot send out a tech because he can't do anything with it while it is still under water. Electricity and water do not mix and we cannot put our tech in harm's way. It's not like you can open the store anyway.
User: Well, that's not the point. We have a 24 by 7 fix contract with you and we expect service.
Myself: Ma'am, let me put it as clearly as I can for you. I cannot and will not send out someone as they cannot power the equipment on while it is wet. He will come out and see what state the store is in and will turn around and leave because he would be in danger of killing himself if he tried to do anything. This is what you need to do. You need to get out of there and let the waters subside. Once this happens, you will need to wait no less than 24 hours to allow the server to dry out. At that time, you may call us back and schedule service. We will send someone out and they will determine if the server is a total loss or if it can be fixed. Also be aware that I am going to call your helpdesk and alert them to the situation so that no new calls are placed to us until the store has dried out. Is there anything else that I can help you with today?
User: No
Myself: Have a good day and thank you for choosing XYZ.
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no subject
Date: 2004-07-22 01:56 am (UTC)no subject
Date: 2004-07-22 02:48 am (UTC)no subject
Date: 2004-07-22 05:19 am (UTC)no subject
Date: 2004-07-22 05:49 am (UTC)My Wireless internet isn't working. Sorry I can't check that right now. Nope that either. Get closer to the base station? Are you crazy my house is on fire! I need a technician to come out and figure out why the internet isn't working right away.
Yes that's a made up call but I'm sure that'd be another situation that this lady would create for a helpdesk rep. :-)
no subject
Date: 2004-07-22 06:00 am (UTC)The first words out of your mouth MUST BE, "Is the unit still on fire?"
no subject
Date: 2004-07-22 06:13 am (UTC)no subject
Date: 2004-07-22 07:11 am (UTC)no subject
Date: 2004-07-22 08:05 am (UTC)If No, tell them to hold and give it directly to a supervisor.
Do not under any circumstances begin laughing and ask if they're joking, as I did on the one fire call that I got.
no subject
Date: 2004-07-22 08:40 am (UTC)Must ... follow ... script ...
no subject
Date: 2004-07-22 09:32 am (UTC)no subject
Date: 2004-07-22 10:14 am (UTC)www.computerworld.com/sharky