*growls* did i say already that i hate it when i dont get a correct error-describtion ?

[lions-tambua.livejournal.com]

Customer1: Hello, yes, we've been told that our harddrive or controller is defect and that you have to replace them.
me: what are the symptoms the system shows ?
customer1: dont know. its giving an alarm. when will an tech come to swap the controller and the harddrive ?
me: i need to know first what the problem is. who told you that the controller or HD is defect ?
customer1: that would be our sys-admin. Mr "name of Customer2"
me: ok, i'll call Customer2 then.
Customer2: yes, the system shows some kind of error messages that Controller or HD has an hardware defect.
me: I'd need the exact error message from the log and someone with remote access to the system.
Customer2: Ok, then you should better call Mr "Customer3"
me: . o O (*sighs*)
Customer3: Ok, i can go onto the maschine with remotedesktop. just need to get the IP, have to ask Customer2. one moment please.
me: *wait*
Customer3: Ok, iam on, management software is installed
me: "..." asked CS for firmware/Driver version, event-messages, Error-Codes, etc, obviously HD just dropped offline. Firmware/Driver are very old (from 2001)
So we started an rebuild. lets see if the HD fails again or if it stays online. fail -> swap, rebuild finishes -> update system!

Comments

[trixtah.livejournal.com]

I sympathise, but I've been on the other end of that one with a manufacturer whose name begins with "D" and ends with "ell".

"Hi, the PSU in one of our servers has failed. $MODEL, $Service_Tag. Please send out an engineer with a replacement." We had a 4-hour onsite support contract.
"Oh, before we can do any work on it, we need to know any errors that are being displayed"
"Um, we can't see any errors, because the machine won't start, because the PSU is stuffed".
"I'll send you our diagnostic utility. Please run that from a boot disk on the affected machine and email the log to us."
"I would love to, but the machine WON'T BOOT, because NO POWER is getting to the MOTHERBOARD."

And I got transferred two different reps (presumably different layers) before we finally got a technician. So much for 4-hour onsite that time.

It'd be nice if some reps listened rather than following their poxy scripts. It would also be nice if customers would do the same thing, however.

[lions-tambua.livejournal.com]

*sighs* unfortunately... the... 'american departments' of this company are not that well equiped with inteligent personell.
even MORE sad it is, that our department here will be closed in a few months because they open an new site and the support will be done THERE. oh. did i forget to mention that they have the high-priority Order to use this "Poxy Scripts" named 'DSN' (dell solution network) which is the last F***!! most of the stuff in there is COMPLETELY USELESS and if an TECH looks at those steps, he would just shake his head.
i mean, if you have 2 PSUs and one fails, that you x-test them so we can see if the PSU is failed or the PowerDistribution board wont work, thats something different.
i cant understand how an person who is employed as TECH, can be so Incompetent! *sighs*
no wonder that this company has such an bad reputation. however. i do my job and try to do my job as good as i can.