"The other company's rep was a total crook!" Tech Support |
- "The other company's rep was a total crook!"
- Respect the basics.
- I never thought this would be a valid trouble ticket....
- I cant print color!!!.... The printer saga continues…
- No, not at all...
- Or I'll take my business elsewhere!
- Laundry Day
- Fact: fireflies are attracted to bright lights, which is why zappers are bright.
| "The other company's rep was a total crook!" Posted: 05 Feb 2019 07:22 PM PST So I've been all over IT over the last decade, most recently I've found myself as a remote support tech for customers of $MajorHostingConglomerate's properties. Had an interesting exchange with $User, a customer of $property1 who became increasingly angry that we deleted his website after he failed to pay for hosting for four months after sending him half a dozen reminders to renew leading up to the expiry date. $User had backups of his site, but was incensed and insisted this was no way to treat customers and that he thought that the previous rep had it "out for him" [upon pulling the call, I found he was rude, sexist, and belittling toward her, which she handled with grace and fixed his email complaints in a ten minute call before his hosting had expired] . $property2's website is nearly a clone of our website, and shares the same datacenters, backend, support agents, and plan structures. @property1
Before I could inform him that $property2 was our sister company and functionally identical besides the UI, @User disconnects the call. I notate the account, shrug it off as an impatient customer, and go back to taking calls. Six hours later in my shift, I get two quick beeps in my earset
I'd heard from other reps that this kind of stuff happens, but after taking verbal harassment from this guy and seeing how he's treated other reps before, felt little schadenfreude to be able to let him reap what he sowed by being a dick. [link] [comments]  |
| Posted: 05 Feb 2019 02:02 PM PST So this literally just happened, I am smiling and holding back nerdy girlish giggles as I type this up at my desk. (So make fun while you can) In a community meeting as usual with an unusual request. Set up in the big conference room with the HD projector. I knew what this meant. This meeting has big wigs butting in and making suggestions which will be ignored as soon as they forget our names at lunch. Meeting starts out pretty normal, printed handouts of the changes being proposed, and VPs talking in self important trumped up BS that affects no one else in the room. This is when its time to go to the powerpoint. (I HATE powerpoint) First department loads up their powerpoint flash into the laptop and activates the projector. Problem arrives. The RGB on the projector is not working well and we are only getting GB. I stand up thinking to myself, "Finally I am needed in one of these meetings." Someone who does not know me tells me to sit down and he has got this. I simply smile, sit down, and watch as people start reinstalling video drivers incorrectly. A supervisor over the marketing team tries to install nvidia drivers on an intel graphics system. The VP over the software engineers, a man who knows 7 programming languages, tries to find the exact video card model by google searching the bios ID instead of going to dell support site and getting them there, and the most hilarious was the one trying to blow into the HDMI cable for the projector. None of it works. Someone decided to swap out the laptops as well. Still no Red. Everyone in the room freezes for a second as the grim reality of the $3k projector being bad dawns on the room. I stand up and climb on top of the table walking over to the projector. Everyone in the room looks at me like I am insane as I reach up, unplug the video cable from the back of the projector, count to ten on one and, and plug it back in. RGB is working just fine now. The looks on everyone's faces as they both kicked themselves for not trying it, and astonished such a simple fix worked was more than priceless. Oddly enough when it was my turn for my power point presentation, the very first slide was "Remember the basics." After the meeting an EVP over marketing asked me how I thought of something so basic. I told him that most of the tickets that come in are basic tickets that are literally just turn it off and back on again. He is currently with the training department trying to set up ways to decrease incoming BS tickets into the IT group so he can take our office. He does not realize that this is a fruitless effort as video e-learnings are about as useful as a C-Cell battery. [link] [comments]  |
| I never thought this would be a valid trouble ticket.... Posted: 05 Feb 2019 06:29 AM PST Last week I spent a couple days flying all over California getting to tour all of our terminals at all the airports up and down California and Nevada, as I was hired after the company moved to Dallas and I haven't the slightest idea how each of our terminals are setup. While I was at each station, my manager asked me to get at least one or two of the people there added to Duo for dual authentication, as we were trying to cover our backsides with a big vulnerability we just found in our network. One of the mechanics who works at our Bay Area station is an awesome guy who looks like Cigar Smoking Santa. Really nice, stupid laid back, but not a computer guy. So I sit with him and walk him through what Duo does and how dual authentication works, and we install the Duo app on his phone and put his info into the Google Sheet that I share with our server tech who is managing the nitty-gritty setup on the server. I tell Cigar Smoking Santa that he will get a text message with a link to activate Duo, so that when he signs on, his phone will just beep and all he has to do is press the big green button to finish logging in. No problem - the other guy in the office was all excited to show him how his works the same way. Two days later, I'm back in Dallas, and I get a trouble ticket from Cigar Smoking Santa. "I cannot sign in. My phone rings everytime I sign in. Help." Well, Santa didn't click the link within 24 hours, and it expired, so rather than sending him a push notification, Duo just called his cell phone to validate his identity, except his phone is old and busted, so he couldn't hear the automated message telling him to press any key to confirm his logon attempt, so as far as he could tell, it was just a silent call from a blocked number - every time he tried to sign in. I never thought I'd see the day that "my phone rings every time I sign in" would be a valid ticket, but here we are. (I resent Santa the link, and it fixed his problem. No more dead calls when he signs in.) [link] [comments]  |
| I cant print color!!!.... The printer saga continues… Posted: 05 Feb 2019 01:58 PM PST LTL, FTP . I'm an IT Director for a medical group that has 8 offices. I haven't found the right outlet to share this story until now! I happened to notice one morning that my level 1 support tech had a look of total dismay (more than usual). Being the caring manager that I am, I so delicately inquired "whats with the face?" $Tech: I just received a call from $user in the north office… She was very upset. $Me: Why? $Tech: She is selecting color on the printer but is still printing black and white. She informed she has tried multiple times. \**Quick insight to our printing environment. We only deploy black and white printing profiles to users. They must have a legitimate business reason to print color and are required to request color printing access**** $Me: Was she given access to color printing? $Tech: Yes $Me: is she selecting the correct printer? $Tech: Kinda… (looking down with a furrowed brow and a face of defeat) At this point I knew a powerful level of stupidity has occurred. $Tech: Rather than selecting the new "Color Printer" choice, she ran over to it…selected the color copy option…then ran back to her desk and clicked print… $Tech: I had to explain to her the difference between copying and printing and why choosing options on the copier doesn't carry over to printing. $Me: Well is she happy now that she knows how to print in color? $Tech: No, she told me computers are stupid and hung up the phone… That was the day when we knew to never over estimate our $users capabilities. [link] [comments]  |
| Posted: 06 Feb 2019 02:52 AM PST Just a short one from today... I'm sitting at my desk with my team taking calls, answering queries and generally saving the universe when a girl from finance against protocol comes up to me at my desk: $me : *visibly annoyed and irritated but not enough callous on heart to act on it* What's up $TW : heeeey, my monitors aren't working again, I've checked the cables, the dock and everything but they just won't work... $me: ... $TW: can you come take a look? $me: *groan* alright (I was NOT in the mood, but again, lack of required callous) I walk over to her desk in finance, immediately see that the power cable to the dock is disconnected and reconnect it $me: all good? *as I walk away* $TW: haha yeah, you guys in IT must hate me so much!! (those were her exact words) TLDR: user claimed they checked everything but that was blatantly false. [link] [comments]  |
| Or I'll take my business elsewhere! Posted: 05 Feb 2019 11:17 AM PST Guy calls because... I mean I don't know why at first. His Internet went down. We sent a guy to fix it. They did. It went well. We credited him for the downtime. So... We're done. So why are you calling? What do you even want? "I had to wait for the technician to come in!" "Okay?" "Well it was pretty inconvenient." "I'll bet." I apologized in that "this is what I'm supposed to say" kind of way that neither of us believes is sincere. "I think I deserve compensation." "You got it already. You were credited for the downtime." "Okay but what about my personal time that I lost?" Some manager somewhere negotiated a bonus for themselves if they brought down the amount of credits we gave out, so policy at the time was to refuse any credit requests that weren't specifically billing corrections or downtime prorates. So dude's out of luck. No free month of service or anything like that, and I have no real reason for why not because there isn't one. "Sorry we can't cover personal time." "This is terrible customer service." I give the universal code for IDGAF: "I'm sorry you feel that way." "If you don't give me at least a free month I'll take my business elsewhere!" Oh no. Whatever will I do if you go with another company? I might never have the opportunity to speak with you again which I, personally, would consider a serious tragedy. And gosh darn all the money I will personally lose if you do! We talk in circles until he hangs up. I could have transferred to a supervisor to get that credit he wanted but management, in their infinite wisdom, banned all transfers unless the customer specifically asks for one - twice. Yes, we're supposed to refuse the first time. Enjoy the next ISP buddy. [link] [comments]  |
| Posted: 05 Feb 2019 06:22 AM PST A short and sweet one, still blew my mind though. I'm 2nd line Desktop support, embedded in the company. I sit outside the server room. $User: Wanders over with cycling clothes in hand..."Hi!" $Me: "Hi" $User: "Servers are hot right?" $Me: "Well...yeeahh" with just a pinch of suspicion $User: "How hot?" $Me: "Well the room has cooling so its designed not to over-heat" eyeing up the bundle of clothes, my suspicion growing $User: "yeah but like the actual server is hot isn't it?" $Me: "What do you want?" $User: "Well I slept late this morning and didn't have time to tumble dry my cycling clothes and want to go for a ride after work" $Me: "Riiiiiiigggghhhhtttt?" $User: "so can I hang my clothes over the servers to dry off?" $Me: "hahaha...oh you're serious? Uh no that wouldn't be possible, no." $User: "ugh fine" I mean come on! [link] [comments]  |
| Fact: fireflies are attracted to bright lights, which is why zappers are bright. Posted: 05 Feb 2019 09:37 AM PST Short hilarious tale that happened yesterday. My business uses Skype so I put myself on busy with a note of how I can't be reached and to contact my team. Do not Disturb is the devil to me, but busy? I love it. Got a skype from a tech about a vague thing. Didn't answer. 10 minutes later, a ping asking if I were there. Now, I know they saw that red dot and they HAD to have read my status, right? Four other people available to answer. Ignore 15 minutes later? Distressed chat about how they're with a customer and they can't get into an account and my help would be highly appreciated. 20 minutes later it basically started reading like I broke up with the person and they just needed to vent about how this (now director) is upset as they're losing money by waiting for this account to be unlocked. Even if this was just shitposting, I'm trying to pay attention and I see a flashing light in my taskbar of this nonsense. Be gone! I went from laughing at 10 mins to copy/pasting to their manager - not lead - at 20. A simple "Hey, I'm marked as busy on Skype and this si what's happening". Quick reply of "I'll take care of it" Today I find out the person wasn't locked out. THey just didn't know their password. The tech didn't know they didn't create a ticket or email the group I listed and as of right now...no apologies. And yes, 4 other folks were available to easily verify this information and nobody knew why the tech just didn't send them a message... [link] [comments]  |
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