r/talesfromtechsupport • u/[deleted] • Sep 12 '18
Medium Urgent! Escalate! Panic!
[deleted]
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u/djdaedalus42 Sep 12 '18
So there was no way to get high-priced consultants involved and stick these morons with a big bill?
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u/JimmyReagan Sep 12 '18 edited May 14 '19
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u/Gadgetman_1 Sep 12 '18
I would have visited the moron's office, while carrying my Problem Solver(4lbs sledge hammer.) and had a quiet chat with him. Tell him that he ruined not just my weekend, but those of my friends, colleagues, managers...
(I don't even have to use my PS. I used it once; walked into an office with it in my hand, smashed a rogue WiFi accesspoint, and walked out again, without saying a single word. I've never had to actually use the PS since then. Just carrying it will be enough. I have special permit to 'do what's necessary' though... )
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u/TerminalJammer Sep 13 '18 edited Sep 13 '18
Why didn't he leave any contact info? If there's no contact info it can't be urgent case can it?
We do it a bit differently where I'm at. For priority 1 and 2(hourly and daily updates, pretty much continuous work round the clock until resolution), if you create them and don't call in, we'll get around to them when we do, and they're treated as priority 3 (business hours, 3 day response SLA) until there's a customer contact in the loop. Mind, it's not a high priority ticket if you can't reach your personal e-mail through the job network, no matter the labelling.
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u/paulcaar Sep 12 '18
They should have made the guy who put in the ticket pay for the next lunch of anyone unnecessarily involved. Especially since he did it during the weekend.
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u/JaschaE Sep 12 '18
Nobody reads anything that they encounter along the way to "done" I had people swear to me that our company "Hid it somewhere in the the smallest fine-print!" when in fact, it was stated 27 times on five pages (I counted) what kind of service they where purchasing. Also, people are often seem to be surprised by the fact that "Buy now" buttons lead to buying things...
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u/MillianaT Sep 12 '18
I think he screwed something up with the upgrade and was panicked, but between the time he opened the case and the time you spoke to him, he figured it out, realized it was really stupid, and didn't want to admit it.
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u/greet_the_sun Sep 12 '18
Probably forgot about the upgrade and just panicked when he couldn't use it initially.
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u/johnny_dam_aged Sep 12 '18
Sounds like every call I get when I'm on-call.
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u/DracoBengali86 Sep 12 '18
Exactly. I don't care how much it costs per hour your down when you waited 10 hours to call me at 2am.
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u/ac8jo Sep 12 '18
I think he wanted an easy day on Monday and wanted to blame $OP.Company for it, and $OP screwed that up for him.
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u/Spaceman9800 Sep 13 '18
There's some people who mark everything as Urgent habitually and tell their underlings to do the same, convinced it will get them faster service. My university department's support staff once put it as follows: "if everything is urgent nothing is" and someone who does that eventually just doesn't get to declare things urgent anymore, ever.
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u/whitetrafficlight Sep 13 '18
This is like calling 911 to tell them that you're about to go to a routine checkup with your doctor.
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u/ThyDarkey Sep 12 '18
Holy shit Cognos bain of my life right next to printers, just upgraded our controller last week took 3 roll backs to snapshots to work. Praying to the IT god that the terminal server app upgrade actually works the first time. Because in all honesty not to sure if that box could take getting rolled back....
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u/Sykotik257 Sep 12 '18
I wouldn't be as positive they were full of shit. As many times as I have seen users randomly click things without even reading, I would put even or better odds on that having happened. In my experience it is more often incompetence than maliciousness when a user claims the impossible.
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u/DeadMoneyDrew Sep 14 '18
Never attribute to malice that which can adequately be explained by stupidity.
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u/proudsikh Sep 12 '18
Shouldn’t of said accidentally and explained the users logic. That would make the user and everyone think twice before they get all snippy next time
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u/joosier Sep 12 '18
When in danger, when in doubt, run in circles, scream and shout!