Poor service complaint Tech Support |
| Posted: 30 Nov 2020 04:00 AM PST I work for a small managed service provider, and I returned to work this morning, after a week off to deal with a Family bereavement. I signed into my companies morning Teams meeting knowing there was going to be a lot to deal with. The main thing my manager (Who has been amazing throughout everything I've been going through) wanted to discuss was an email from Company X's Director who had received an internal complaint from "Karen". Karen is not happy with our level of service and slow response time to her business critical support tickets as of late. I hopped on the system and informed my manager, that she has one job pending from last wednesday regarding recovery of a lost file. Simple enough to recover from OneDrive, so I immediately jump on the phone to do some damage control. Moi: Hi Karen, sorry about the delay in getting back to you, can we take a look at the file now? Karen: Of course, i was expecting a call last week, but I was just wondering if we are backing up the BESPOKE SOFTWARE TEMP UPLOAD FOLDER? I uploaded a document, but it was showing as blank and I don't have another copy. Code for I fucked up royally and forgot to do some work Moi: No. No, a temp folder wouldn't be backed up, the only locations that are backed up are, X, Y and Z. Sorry but there will be no way to recover that for you. Karen: That's a pain, I'll have to spend an hour remaking it. my brain boils a little as I quickly put it together, she waited 5 days and complained when she could have just redone it in an hour. Karen Now trying to make friendly conversation: So were you on annual leave last week? You're usually so good at getting back to me. Moi: No I had a week off to deal with a family bereavement leaving My Colleague by himself, was there anything else as I'm sure you can imagine I have a lot to catch up with. Karen: Um ah, oh, no thats um er fine, have a good *click* [link] [comments]  |
| Posted: 29 Nov 2020 07:45 AM PST Way Back When, I worked in IT for a FTSE 250 food manufacturer. One of my tasks was the creation, maintenance, support, and processing of Excel data capture forms. I really did my best to make them user friendly and helpful, but you can't help some people... One day, I was called by a senior accounts person who didn't know what was required in a field on the Supplier Maintenance request form. This form was a bit of a monster, because it captured data that was required to be manually processed into two to four different ERP systems, according to which part of the business needed the supplier. Therefore it had a lot of different lookup lists - some of them restricted what the users could enter; others were used by internal processes to determine which bits were needed. Because of this, I'd created a detailed Help page for each field or group of fields, and written an interactive subroutine that would display this information. I wanted people to be aware of this functionality, so I froze the data entry worksheet in a position that would keep the help notification front and centre of the user's screen. This notification was in bold red text, against a yellow background, with a double green border. If I had known how to make it flash and move at the time, I would have. While I was calling up my copy, I asked said accountant to remind me what the help was for this field. "What help?" *Headdesk* [link] [comments]  |
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