gentle mockery of my work's tech support dept

[wyldthyng.livejournal.com]

I'm leaving this particular company to do external tech support myself... so please understand that there's no malice beyond an eyeroll at this event, and I likely won't be perfect till I get myself underway. There is no holier-than-thou in this post whatsoever - just gigglin'.

my work's Helpdesk r00lz the sk00lz.

We had a hiccup in net support the other day and so I called them, leaving a voicemail because their system SUCKS - there's no hold time, just straight to voicemail if the Helpdeskers are busy.

I *specifically* said "email, {Telnet-connecting software} and {intarweb interface of previously mentioned software} are all down.".

So Helpdesk calls me back THE NEXT DAY (wtf?! what if we were belly-up for all that time?!)*** and the first thing the coug asks is "did you email us?"



I'm gonna be doing this for a living soon, and I vow not to be teh st00pidz with my customers! Really!

*** I did end up emailing once we'd gone back up - but there are different staff who monitor the phone and email queues... so she was asking the question to mean "why didn't you email us?" not "was it you who sent the email?" - I was just astonished that the phone queue got ignored for about 24 hours straight.

Comments

[doctoreon.livejournal.com]

Work on a helpdesk for a few a months, and you'll learn to enjoy ignoring your voicemail. However, asking if you'd e-mailed while the network was down was still stupid.

[wyldthyng.livejournal.com]

Similar to a story I heard about someone who called in to report a network outage (including email) and the tech said "yeah, we emailed about that! didn't you get it?" ~snerk~

But yeah, give me time... I'm in a Call Center, and have been working in CCs for many years, so I'm VERY familiar with the concept of wishing I could ignore vm.

What further blew my mind was her confession of "oh well the person who normally minds the phone queue is on vacation, and there's not really anybody keeping a close eye on it right now"... um. wouldn't it be a good idea to FIX that?

[doctoreon.livejournal.com]

I have this policy that since I most of the real work, the other help desk consultant here can listen to all the voicemail. I just hate it when she's not here. heh.