I get this all the time. And people wonder why the tickets I submit to them are written like I'm talking to a 5-year old. It's because if I don't tell them everything and include pictures, sometimes with labels and all kinds of other nonsense, they'll miss what they should be seeing and just throw it back to me.
I had a ticket one day couple weeks back where I couldn't get to one of our servers. After 2 hours I escalated it to the person I was supposed to, no response. After 2 more hours, I contact his boss and find out he's had a death in the family so isn't in and someone else will get right on it. 4 hours later (yes, after 8 hours, AFTER the work day is over), I get a note from someone saying "der, I don't see a problem..." What is this, the "if you wait long enough the problem will resolve itself" school of tech support?!? I felt like saying "if you'd looked when *I* was looking, you would've seen what was wrong. Thanks to you not looking, I lost a whole day of work, but you didn't have to fix anything, so you're fine with that."
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Gah.
Date: 2006-06-15 03:32 pm (UTC)I had a ticket one day couple weeks back where I couldn't get to one of our servers. After 2 hours I escalated it to the person I was supposed to, no response. After 2 more hours, I contact his boss and find out he's had a death in the family so isn't in and someone else will get right on it. 4 hours later (yes, after 8 hours, AFTER the work day is over), I get a note from someone saying "der, I don't see a problem..." What is this, the "if you wait long enough the problem will resolve itself" school of tech support?!? I felt like saying "if you'd looked when *I* was looking, you would've seen what was wrong. Thanks to you not looking, I lost a whole day of work, but you didn't have to fix anything, so you're fine with that."