Tech Rule #439

[fuego.livejournal.com]

If you don't have a serial number, tracking number, reference number, case number or any other means of looking up the information, and the case isn't in your name and you don't know whose is is because "one of the office tech guys" set it up, you have no right to get pissed off when I ask you to call back with some means of looking up your data.

Comments

[the-s-guy.livejournal.com]

"We do not have the capability to look up references by office and approximate lodgement date. If you would like our boss to buy us this capability, please contact him/her on..."

Our in-house tracking system, fortunately, does have the ability to track by location and approximate time breakdown. Neither function of which works perfectly in all cases, so it's not as useful as it might seem.

[fuego.livejournal.com]

consumer-level tech support. idealy, thy'll have a dispatch number to look up a repair. a serial number, or case number wrk equally well. most of the time, a support contract number does also..*unless* it's an in-warranty repair and they don't have the extended warranty.

if they don't have that information, ym response is gnerally- no joke- ok, so you're calling to check the status of a repair, but you don't have any piece of information that i can concretely pul it up? okay...i'll try but if i can't find it, i'll need to ask you to call back with at least one of those pieces of information.

peoplemget SO snippy about this..but half the time in cases like this, i can't find it because it was their friend's "tech guy" who called in the repair and gave his best's friend's wife's third cousin six time's removed's dog's groomer's phone number as the number they're calling from because they were too busy/lazy whatever to call to set up the repair themselves. then they get mad at ME because the repair isn't in their record under their name.

i really loathe stupid.

[celyste.livejournal.com]

God I hate that! no name, phone number, address, acct number, ref number, not even a bloody work order number from a previous job. They usually don't get mad at me about though, they just sound confused. Which is fair I guess. Afterall, I'm usually confused by then *L*