The other day I called up tech support over at the office. I usually try not to as most of the time it's an aggravating experience. You see over at the bank we have to types of offices who usually man the phones; 1) The Irratating Chirpy Junior, or 2) The Gnarlled Caustic Senior.
Subject 1 usually just started adis still new on the job. she's been through the highly intensive introductory course, she's revved up, highly positive, happy and probably still uses the cd-rom tray to hold her coffee cup with. You usually get hold of her when you have something urgent peding and your machies insists on cocking-up on you. You're angry, aggravated and need a good solution fast ad the last thing you want to hear on the other end of the horn is a chirpy, bubbly voice going,
a) Rebooting your comp, or
b) Reinstalling the offending program
Answer 1) usually doesn't remedy the problem, whereas answer 2) usually takes anything from 3 weeks to the end of time (whichever comes later) being that in a behemoth of a corporation, getting tech people to go any where else in the building aside from their floor usually requires 5 documents signed in triplicate, a mandate from the department head and a heart attack. Notice though that half the time she will not have any idea what your problem is and won't have a decent solution readily at hand.
The altenative tech-sup you get though (the Gnarlled Veteran) usually answers the phone when you have a simple, mundane question to ask. One that the Chirpy Junior should have been able to answer. This salty old dog mostly grunts at you at makes you feel like you caused him a great discomfort by calling. The other day I got the Gnarlled Vet. I wanted to find out what the status was on my recent application for a new computer. A completely legitimate question to call up Tech Sup about. The conversation went like this:
Subject 1 usually just started adis still new on the job. she's been through the highly intensive introductory course, she's revved up, highly positive, happy and probably still uses the cd-rom tray to hold her coffee cup with. You usually get hold of her when you have something urgent peding and your machies insists on cocking-up on you. You're angry, aggravated and need a good solution fast ad the last thing you want to hear on the other end of the horn is a chirpy, bubbly voice going,
"Hello, good morning, you've reached xxxx tech support. Our goal is to give you a solution on demand! Bla bla bla speaking, how can I help you?"at which point you grunt out you problem. "
Yeah hi, I've got this error message on Lotus Notes. It says xxxxx and told me to call tech support. I was in of e-mailing a client and it popped up. I can't open anything else up"Her great solution usually involves:
a) Rebooting your comp, or
b) Reinstalling the offending program
Answer 1) usually doesn't remedy the problem, whereas answer 2) usually takes anything from 3 weeks to the end of time (whichever comes later) being that in a behemoth of a corporation, getting tech people to go any where else in the building aside from their floor usually requires 5 documents signed in triplicate, a mandate from the department head and a heart attack. Notice though that half the time she will not have any idea what your problem is and won't have a decent solution readily at hand.
The altenative tech-sup you get though (the Gnarlled Veteran) usually answers the phone when you have a simple, mundane question to ask. One that the Chirpy Junior should have been able to answer. This salty old dog mostly grunts at you at makes you feel like you caused him a great discomfort by calling. The other day I got the Gnarlled Vet. I wanted to find out what the status was on my recent application for a new computer. A completely legitimate question to call up Tech Sup about. The conversation went like this:
beep-beep, beep-beep, beep-beep....click!Hello.
Hi, is that Tech Support?
Yes, what is it?
This is U.P. from xxxxx. I recently applied for a new computer, i was wondering what the status was on it?
What?!?
Erm, I said I applied for a new comp. My ID is xxxxxxx, just wanted to know if you've received my application.
Application? No, you need to come to the xxth Floor an pick up the form yourself.
No, no I already sent in the form. I was just wondering what the status is?
You sent in the form already? Well wait la, we'll get to you when we can!
But when I passed you all the form i was told to call this number if I wanted to know the status?
Well the status is pending la! I don't have all day you know. We'll call you when we're ready! thank you for calling, good bye!
But-er-a...
-click-
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