techrecovery | Upgrade Hell

Preliminary Convo

Me: So how many systems will need to be upgraded?
User: Just mine, just the one.
Me: Great. Fanastic. So that'll take about an hour and 1/2
It normally doesn't take that long, but we always over schedule, just in case

Upgrade Convo

Me: Ok sir, I've finished upgrading your system. Is there anything else I can assist you with
User: Yeah, I have 3 other machines to be upgraded
Me: *grinding teeth* I thought you just had this one.
User: No, you're wrong. I have 4 systems total, and you only upgraded one
Me: That's fine, but I'll need another 2-3 hours at least
User: What do you mean? You said you could do it all in an hour and 1/2
Me: Yes sir, I said I could upgrade one computer in an hour and 1/2. Per our last conversation, and per my notes I have, we only discussed upgrading one system. If I had realized there were four, I would have scheduled accordingly
User: *mutters something about incompetance*
Me: *restrains self from jumping thru phone and throttling* Would you like me to finish w/ the upgrade today or would you like to schedule another appointment
User: I don't have time for this bs, *hands off phone to computer-illiterate-moronic-assistant, as I hear him yell at her in the background* Just make sure she upgrades them all this time, ok!! *more swearing as I hear the slamming the door behind him*

Threaded | Top-Level Comments Only

From:

canray.livejournal.com

And this is why recording calls is always a good idea.

lovemonster.livejournal.com

we don't have that ability at our office... tech support is only 3 ppl strong

usekh.livejournal.com

Ooh yeah just had a guy go nuts because his back DNS that we provide didn't work. I checked and it was because we had a different IP addy than the primary. He began to blame us but I found a fax requesting the change to the IP addy we had, and records of a call he made to confirm the change :)

twfarlan.livejournal.com

Now see, it's things like this that make me FORCE people to send emails requesting any and all changes, even when my boss would rather just let it slide for convenience's sake. Oh, you say you didn't request that we delete that folder from the server? Funny, I've got this email here from your boss saying, "Delete this whole folder," word for word. Have a nice day, and bite me before you call back.

Oh yeah, here after an incident DNS changes actualy require a signed fax on company letterhead :)

Good idea!

that's really a very good idea... unfortunately, most of our clients either do not have email or cannot use email @ their offices. It's changing, slowly... but something I cannot rely upon, ya know?

trayce.livejournal.com

I had a luser dispute their service call invoice yesterday, asking why he was charged for an extra hour's tech labour when "the guy was totally only here for 45 minutes". I pulled out the worksheet from the tech, and there it was - start and finish time, all the "did the tech do the right thing" boxes ticked, and SIGNED BY THE LUSER". Ha. I have emailed him back to explain this and funnily I have not heard back.

At our company, almost everything is done remotely. We hold rare meetings over IMs, we communicate with customers in five different electronic ways, only one of which involves a phone, we administer servers and accounts at a colo... hell, I've only physically seen my boss once, and that wasn't at the main office, a place I've never been. It's pure telecommuting, and it works like a dream.