OH just go and die already

[redqueenmeg.livejournal.com]

Yes, this is the kind of respect I am afforded on a daily basis.

CLIENT: I can't get to Hotmail.
ME:  From the Intranet?
CLIENT:  Right.
ME:  That's working as it's intended to, then. 
CLIENT:  So you won't unblock it for me?
ME:  I can't.  Most of the viruses the company gets are from people opening other mail accounts on the Intranet.
CLIENT:  Oh.  OK, then, thanks.
ME:  May I have your employee number so that I can log the call?
CLIENT:  (silence)
ME:  Or your username, I can look you up that way too, if you prefer.
CLIENT:  That's OK.
ME:  Or even your name?
CLIENT:  That's OK.
ME:  May I please have some way to look you up?
CLIENT:  That's OK.
ME:  I need to be able to look you up so that I can log the call.
CLIENT:  That's OK.
ME:  It has nothing to do with KEEPING TRACK OF YOU, if that is what you're concerned with.  It's only for billing.
CLIENT:  That's OK.
ME:  You're refusing to give me your information?
CLIENT:  That's OK.
ME:  May I PLEASE have some way to look you up so that I can do my job?
CLIENT:  Well, if you're not going to help me then I don't need to help you.
ME:  I need some way to look you up so that I can log this call.  I provided you with the information you needed, can I please have the information I need?
CLIENT:  That's OK.  (click)

 

x-posted to customers_suck

Followed by a guy who insisted that he was connecting to the Internet "using Panasonic," and then amended his statement to say that he meant he was using a "Netscape cable modem."

Comments

[ohhjuliet.livejournal.com]

Ask for the username/number before you tell them no ;)

[redqueenmeg.livejournal.com]

I've never had anyone refuse to give me their information before and we are required to try to fix the problem before asking for information, in the interest of customer service. Not my decision.

[swwinchester.livejournal.com]

In the intrest of customer service.

... did anyone ever clue your management in to the little fact that these aren't customers, but rather, fellow employees?

And therefore, "Customer Service" is not a viable concept, but "Efficient Job Execution" is?

... I love management. Really. I do. They make for wonderful target practice, and they just stand there demanding reports on what has just happened while I reload to make it happen again.

[redqueenmeg.livejournal.com]

Yeah, they know, but unfortunately, we have to kowtow to our fellow employees in order to keep our jobs. Because our fellow employees' business areas have the option of outsourcing their helpdesks. They don't have to use us.

speaking of which...

[ace-brickman.livejournal.com]

have you heard from the other job? did you apply? I apologize if it's a matter you wish not to discuss

Re: speaking of which...

[redqueenmeg.livejournal.com]

Oh hey, sure, thanks for asking! I did apply, got my interview last week. I won't know for a couple of weeks if I got it. There are 7 other applicants, most of whom have more direct experience with the topics involved, but none of whom (as far as I know) have a master's... who knows? I'll let you all know when I know.

Re: speaking of which...

[ace-brickman.livejournal.com]

*crosses fingers with ya*

Re: speaking of which...

[redqueenmeg.livejournal.com]

Thanks! I figure if I don't get it, it's really a sign and I should try to find a new company, maybe. August 12 is the deadline I have set for myself--that's my expiration date, as I call it. 90 days after my grad school graduation.

[the-s-guy.livejournal.com]

And if they outsource, they'll get someone who isn't bound by their stupid little in-house practices, and who is paid to get their employee ID first before giving any kind of support - so that they can be billed accurately.

Plus, of course, external helpdesk is never as knowledgeable as internal helpdesk. It's a false threat.

[the-s-guy.livejournal.com]

Plus, I should add, they're never as cheap, either.

[redqueenmeg.livejournal.com]

In our case, they would be cheaper, though. We're like super-expensive. That's why they're trying to "phase out" us actual employees and bring on contractors at half the price with no health insurance.

[redqueenmeg.livejournal.com]

Unfortunately, it's not a false threat in our case--they really don't care how knowledgeable we are. They employ us primarily to field complaint calls. We exist so their local techs don't have to get screamed at.

[fragbert.livejournal.com]

What ohhjuliet said. We get the id number before we even get to the issue they're having.

[redqueenmeg.livejournal.com]

What I said. We're not allowed.

[fragbert.livejournal.com]

I saw your reply, alas, too late.

Major suckage that your company ties your hands that way.

[redqueenmeg.livejournal.com]

True... I suppose I should be grateful to have a job. *starts reciting this* heh

[drquuxum.livejournal.com]

If you log enough "John Doe","jdoe","x51234" with "User refused to give contact info" tickets, perhaps your management might get a hint?

[redqueenmeg.livejournal.com]

Nope, it's been nearly 4 years I've been answering phones here, and that is not a priority for them.

[geekgrrl-ca.livejournal.com]

Shitty company policy. thats why we have caller id on internal stuff.

[redqueenmeg.livejournal.com]

We do too, in a way. I posted this on customers_suck: "My phone displays the number people are calling from but since I'm in the remote access queue, it's rarely their office number (the case with this guy). Also, we have over 130,000 employees in zillions of locations, so unfortunately, there isn't just an extension involved in dialing a particular employee. There might even be country codes involved. ;)"

[jecook]

I am at least lucky that in order for me to take care of customer problems, I _have_ to have their address and name, because 90% of my work tickets are at a remote site. Can't fix the problem if I don't know where it's at?

plus, my lusers are pretty decent at telling me if it's their personal machine or work machine if they are talking to me about a problem.

[pope-guilty.livejournal.com]

What a jerk.

Fortunately, my workplace requires that contact info be given first...

[jjjiii]

Your own damn fault for not getting his name squared away first.

[liakela.livejournal.com]

1. See above reasons why he/she couldn't.

2. Eat a dick.

3. Rinse, lather, repeat 2.

[jjjiii]

Not my fault you work for a shitty company with backward policies. You signed up for the abuse.

[redqueenmeg.livejournal.com]

So apparently you can't tell the difference between me and someone who replies to my posts, either. Interesting.

Anyway, if you'd prefer I not post on the techsupport community anymore, why not just come out and say so?

[jjjiii]

I don't care what you do, but quit bothering me.

[redqueenmeg.livejournal.com]

How am I bothering you by posting a response to my original post and not, unlike you, mixing you up with someone else?

[jjjiii]

You're fueling a flamewar that I want no part in. Excuse me if I'm too stupid to keep track of the 60+ people I respond to every day.

[redqueenmeg.livejournal.com]

1. I don't see a flamewar.
2. I am not fueling anything, no matter what I am accused of.
3. If you want no part of it, whether or not it is a "flamewar"... I can think of an easy way to get out of it.