Right Working Romantic Related Learning Friendly Healthy Legal Inspirational Unfiltered

Call It Karma Or Consequences; Either Way, We’re Stoked!

, , , , , | Right | CREDIT: jbanelaw | September 17, 2021

I’ve been an IT consultant for more than a decade now and make good money with my client portfolio, but occasionally, either the work slows down or I need some extra money. So, when this happens, I reach out to a recruiter friend who is happy to match me on a short-term contract.

About five years ago, I needed some extra cash for the holidays and decided to see if there were any desirable contract jobs in the area. After a few phone interviews, I got an offer letter for a sweet gig. It was three months as an overnight level-two tech, partially supervising the overnight shift at the help desk and taking the first stab at escalated tickets before holding them over for the day crew. I don’t mind overnight shifts; a few extra dollars in shift differential hourly pay and I can’t beat the traffic to and from work, all of which makes day work overrated in my book.

It ended up being a cakewalk of a job, mostly. The phones were dead quiet. I spent my time running server updates, checking backups, and keeping the few level-one techs honest. The occasional ticket that got pushed up to me was usually something that had to wait until a day shift systems administrator could work on it. But now time to get to the “mostly” part.

A level-one tech called me.

Level-One Tech: “[My Name], I need your help with this ticket.”

I transferred the call.

Me: “Hello! Give me a few minutes to review the ticket and I’ll see how I can help you.”

Caller: “Look, all I need is a password reset. I am locked out of my account, and I need to send this email before the office opens.”

Me: “Okay, can you give me your employee ID again?”

Caller: “It is [fifteen-digit number].”

Me: “Um, that is way too many numbers. Where are you getting that from?”

Caller: “It is right here on my employee ID card under ‘employee number’!”

Me: “Well, it should be like five digits. Are you looking at…”

I went over a few different cards employees have to access doors, etc.

Caller: “Nope, none of that. It is on my employee ID with my picture. I am staring right at it.”

He was getting really annoyed.

Me: “Let’s try this a different way; can you give me the asset tag on your laptop?”

Caller: “Okay, the sticker says [nine-digit number and seven-digit number].”

Me: “That isn’t in the format of any of our asset IDs. Are you sure you are looking at our company sticker and not, say, the manufacturer serial number?”

Caller: “Yeah, it is right here. Says ‘company asset’ right on the tag. I’m not some kind of idiot!”

Me: “Well, I’m pretty confused at this point, because none of the numbers you are giving me are formatted like anything we have on file. How about you just give me your name and department again? I’ll see if I can find your user profile that way.”

Caller: “I’m [Caller] from Sales, Director of Sales. Just like I said before!”

Me: “Hold on, let me check a few things.”

I put the guy on hold while I started scrolling through the users in Active Directory. I couldn’t find anyone with a name that even remotely resembled this guy. None of this made sense, so I decided I’d just escalate it to the day shift and be done with it.

Me: “Sir, I can’t find your account anywhere on the server and none of the numbers you are giving me are in our system. I’m going to need to get some info and escalate this to a systems administrator with the day shift.”

Caller: “All I need is my [string of profanity] password reset. You tech guys are completely worthless…”

He continued swearing for about the next ninety seconds.

Caller: “Look, the CEO needs this first thing in the morning, so you are going to need to get someone who is on call to take a look at this now.”

I did have an on-call systems administrator that I was told to only contact if absolutely necessary, but before I was about to do that, I just wanted to check something.

While this guy was berating me and swearing up a storm, I decided to see if I could find him on LinkedIn. After a few searches and wading through common connections, finally, I got his profile to pop up. And there he was, Director of Sales — NOT for our corporation, but for a very similar-sounding company in the area.

Me: “Sir, you are aware that you called tech support for [Company #1], right?”

Caller: “Umm… this isn’t [Company #2] tech support?!”

Me: “No, I work for [Company #1] and you called our tech support line.”

He swore again.

Caller: “I just wasted the last forty-five minutes talking to the wrong guys!”

Me: “It would appear so. How did you get this number?”

Caller: “It just did a quick search on my phone and must have mistyped a few letters.”

Me: “I think I found the number you want to call; here it is.”

I gave him the number.

Caller: “Oh… um… thanks. Um… my bad…”

And then, he hung up.

The story didn’t end with just a semi-rude hang-up and no apology. It turned out that the call got flagged for some form of audit or follow-up, so some higher-up ended up listening to the recording a few weeks later. One thing led to another, and I got called into the manager’s office at the end of my shift one day.

Manager: “We flagged a call you took a few weeks ago from [Caller] in Sales.”

Me: “Oh, yeah, I remember that call. Funny story, he called up the wrong tech support line.”

Manager: “Yeah, we know. We listened to the call as part of our ongoing training program, and we were really concerned about how he acted toward our employees.”

Me: “I seem to remember that he wasn’t that nice, but it’s no big deal.”

Manager: “It is a big deal to me. I don’t tolerate my employees being abused like that by anyone, especially the employee of another company.”

Me: “The guy came off as a jerk, but—”

Manager: “I had a nice long conversation with his boss over at [Company #2] and was assured that they don’t tolerate that kind of behavior, either. Seems like [Caller] will be looking for a new job soon.”

Sure enough, when I got back to my desk, I looked up the guy on LinkedIn again. He was now looking for work. What goes around comes around.