Tech Unsupportive

| Working | April 24, 2014

(I work in the head office of a major bank. A couple of years ago there was a big push for us to convert to softphones to save the company money. I do not have any other phone at my desk. I am having problems with my email program and have called technology support for assistance, gone through their automated system and finally reached someone after waiting 15 minutes.)

Me: “… so every time I schedule a meeting that happens.”

Tech Support: “Okay, I will log in remotely to your computer.”

(He logs on and tries a few things.)

Tech Support: “Hmm. Okay, we’ll have to shut down your email to see if we can replicate the problem.”

(Due to software interactions, my softphone automatically shuts down when my email closes. This is a known issue and applies to all employed with softphones.)

Me: “All right. I have a soft phone so we will disconnect. Will you call me back please?”

Tech Support: “I can’t call you back! It will hurt my numbers! You will have to call back into the tech support line.”

Me: “But whenever I’ve called before, I have been called back. I also really don’t know what numbers you’re talking about or what they have to do with my problem and getting it resolved. Also, how will the next person know what my issue is?”

Tech Support: “No. You’ll have to call back. I will give you a ticket number and make notes on your issue.”

Me: “So you want me, a senior manager, to call back, go through the automated system, wait for another support person, wait until they get up to speed, and explain the issue again? Then, as it’s likely my email will need to be restarted again, you expect me to call back a third or fourth or fifth time and go through that each time?”

Tech Support: “Yes. We are an inbound call center only and it will hit my numbers.”

Me: “You know that really inefficient, right? And a big waste of company time and money? And due to a software glitch that you guys have known about for over two years and haven’t fixed? You know what? I don’t think you can help me. Please give me the ticket number, your name and the name of your supervisor.”

Tech Support: “Ah, y’know, I really want to help you. Let me try something. If we get disconnected, I will call you back. I promise.”

(He fixed the problem and left me a voicemail saying that he had done me a huge favour and that he was really going above and beyond to resolve my issue!)

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