(no subject)

[the-paco.livejournal.com]

This was over our internal instant messenger (abbrev)
Tech: "Cx has blinking DSL light, our line test says it's up and running."
Paco: "When it comes down to the modem or the test, the test is wrong. Unplug the modem. Run it again."
Tech: "We did, it's still coming back as in sync."
Paco: "Any other modems or unfiltered items plugged in?"
Tech: "Nope. All correct. And there's a TT still open."
Paco: Why didn't you tell me that before? Moron! "Ok, I'll check." *clickity clickity click* "Their tech closed the ticket 20 minutes ago, said it was in sync and fine. Create a new ticket, call into us so my guys on the phone can call the maintenance office and let them know what's up so they don't close it again."

Guy next to me: "Paco, did you take this call from this dude saying the modem isn't in sync?"
Paco: "Yep. It's a crossed circuit."
GNTM: "There's no ticket."
*Paco conducts a quick class on how to read a bloody ticket.*
GNTM: "Oh. It's showing in sync."
Paco: *SMACK* "Yes, the test does, but the test is wrong. The modem shows no sync. Call the Maint Office to tell them it's a crossed circuit with the new ticket so they don't close it."
GNTM: "'K."
*minutes pass*
GNTM: "Hi, this is GNTM, we've got a ticket on X that's a crossed circuit."
Jackass at the Remote Terminal: "Nope. Line's fine. Need anything else?"
GNTM: "Wait! The customer is out of sync."
JATRT: "No he's not."
GNTM: "Yes he is. The DSL light on the modem is flashing. The customer cannot get online."
JATRT: "That's impossible. My test shows me the modem. I can see it fine."
GNTM: "So when it comes down to your test being wrong or the customer being wrong. It's the customer?"
JATRT: "Let me talk to the customer."
*clickity click*
Cust: "It's not in sync!"
JATRT: "I can see it fine."
GNTM: "The modem is saying in it 'please connect a DSL line'. That means it can't see any DSL."
JATRT: "Must be a bad modem then."
GNTM: "Paco!"
Paco: "Jesus. Tell the customer to shut off the modem."
GNTM: "Shut off the modem."
Cust: "Ok, it's off."
JATRT: "Ok, running again. I can... still see it."
GNTM/Cust/Paco: "You don't say!"
JATRT: "Let me run it again."
GNTM/Cust/Paco: *wait*
JATRT: "... let me check the number."
GNTM/Cust/Paco: *wait*
JATRT: "Ok, maybe there's a crossed circuit."
Paco: *Does the "I'm Right" happy dance.*

The reason I feel so strongly about this one is because our dept is constantly at war with the maintenance offices over tickets. They think we're idiots, we think they're too quick to think we're idiots, I have had to clean up after my techs and deal with the fallouts of improper escalations far too often. It's very satisfying to be able to give them the ol' one finger salute when they're the ones in the wrong.

Comments

[zig-mover.livejournal.com]

This conversation happens more than I'd like to think about. Half of my job is talking to Covad's level 1 tech support.

[jecook]

This sounds like a quest.

I've had more then a few go arounds with them over crossed phone lines, let along DSL circuits.

[the-s-guy.livejournal.com]

Time to sit down with your management and their management and point out all the times they've been wrong and you've been right, and ask that their people be trained to do their job properly before you have to step in and fix it yet again?

[the-paco.livejournal.com]

I'd much rather get OUR agents trained properly first, or at least fearful enough of crossing the higher level tiny gods. But since that has NEVER happened, I think I'm better off quarrying for blood.