Tell me why...

[billysapphire.livejournal.com]

So, I work for a company that supports guests that are staying in hotels. This one just ticked me off to no end. I mean, if you just do what people tell you then generally, things run pretty smoothly.

Guest calls in irritated that she even has to give a name or room or anything (Look lady, I get in trouble for not getting this info because the hotel can refuse to pay for the call. Given the way you acted, I wanna make sure we get paid for this one.)
Tell the woman that I have to record who I talk to in case she or someone else needs to review the ticket.
She tells me that she talked to the front desk and they told her to call us first, well she didn't do that...
She informs me that she has just been on the phone with XYZ corporation for over an hour and that it is the hotel's equipment that is not working. I ask her what issue she has and she says that her wireless works fine in the lobby but doesn't work in her room. Told her that that may be an equipment issue or there might be something else going on but I would need more information.
Ask her to get her MAC address so that the tier2 people can see her file/MAC on the network and servers. She nearly freaked out. She said "I was on the phone with XYZ for over an hour and I was doing this shit with them, I don't want to have to do it again." I told her that without the information they would not be able to figure out who she is on the network since it is wireless and is not tied to a real physical location. She gets it anyway (because, hey. I'm not the one with the problem, am I?)
I check the outage board and make sure there isn't anything there. I check with our in-house tier2 and they say that they aren't aware of anything.
Came back on the line and explained to her that since it appears that it could be an access point, switch or some other hardware failure that I would need to escalate the issue to tier 2 support as I do not have remote access to the site's hardware (the only customer we have like that, really) She ask me well, how long will someone be in touch with me. I explained to her that I can't give an exact time as I don;t know how many tickets are ahead of her. It's not busy tonight so it shouldn't be too long. "You can give me a time, 24 - 48 or 72 hours." I told her that it would certainly not take that long and that they would call her soon.
We have to close with a closing statement of "Was there anything else that I could do for you tonight?" (I hate scripts) and her response was, "No, you have been unhelpful to me."
I thanked her for calling and disconnected.

I was nothing but polite to her and the whole thing stemmed from her doing something that no one had even told her to do.
Now, if the heifer had bothered to call us first (Hello, it works on one floor but not another!!! Can we say hotel infrastructure issue??) she would not have been on the phone no where near as long and would have been able to get back to her online course is whatever the hell it was that she said she was doing.)

Comments

[gilmoure.livejournal.com]

Heh, we support our corporate users when they're on travel. They all have a VPN client built in that is pretty bullet proof but it never fails; every Friday, some high muckety-muck calls right at 4:45 (help desk closes at 5pm on Friday), saying his VPN is trashed and the G-d Damn Help Desk didn't install it correctly, 5 trips ago (we don't touch hardware but our number is sewn into their underwear so they think we do everything involving computing and physical infrastructure, including networking throughout the rest of the world). 'Course, the main problem is that they don't have an active connection to the internet to start with, which is usually due to them not following the three instructions that are sitting right in their room, telling them to start a browser and enter their room code into Hotel's splash page that shows up as soon as you fire up IE. No, they're rock-n-roller 'road warriors' who just have to click on Outlook and it'll auto-magically connect to work because they're very important and the fucking network pixies should know this. God, I hate my users.

[dirtymatt.livejournal.com]

Woah now! You don't really expect them to be able to read do you? They're very important people, way too important to waste time with little things like reading.

[harmer.livejournal.com]

"I was on the phone with XYZ for over an hour and I was doing this shit with them, I don't want to have to do it again."

Then why the hell did she call your company if she didn't want help? Ugghghg. Nothing makes me more annoyed than people who call but refuse to troubleshoot. I want to say to them, "What do you expect me to be able to do if you can't give me the required information and do the required steps? I'm not a mind reader and I'm not in your house, I can't do my job if you won't do yours!"

[canray.livejournal.com]

"I AM VERY UPSET WITH YOUR COMPANY?" "OK, now, you've reach the Tech Support line, now, can you please click..." "I DON'T HAVE TIME FOR THIS!" *Click* "Next time, phone complaints. I am Tech Support. I fix things. Not take BS Complaints."

[harmer.livejournal.com]

Totally. Ugh. It'd be excellent to say that. I mean, they're already obviously pissed. What's one little rude comment going to do? Heh heh.

[canray.livejournal.com]

I did say that.

To dead air, admittedly.

I mean, come on, you don't call complaints to get help with Technical Stuff, eh?

[harmer.livejournal.com]

Good point. People are so stupid sometimes.

Heh, what I say to dead air would get me fired in a heartbeat.