I have a confession to make: I hate opening trouble tickets.
Really I do. Almost with a passion. But what I REALLY hate is when I hold my nose long enough to open a problem ticket and discover that the support person who receives said ticket ignores what I put into the trouble ticket, and asks me either for the same information or worse, to repeat the troubleshooting I have already done.
That torques me, and I'm not talking about Torx bolts or foot pounds at the differential.
See, I try to be different that your average bear when opening a trouble ticket. Mostly because I know how painful it is to experience a problem, swallow your pride and admit defeat, and open a trouble ticket to someone who you want to fix the problem. So when I get a bad response to a ticket, I take it almost personally. It's as if by your response you have attempted to roschambeau me for my ignorance. And I'm really not ignorant, I'm just out of idea on how to fix a problem.
So my request to the support people of the world is this: if you get an exceptionally well documented ticket (as I am wont to deliver you), please take that extra moment to read it, appreciate the effort I've put into attempting to clearly articulate the problem I'm experiencing and the things I have done to diagnose the problem and potential solutions, and then skip past the first part of the script where you ask me my name, rank and serial number so that we can get right onto fixing the problem.
Fair? I'll take silence as acknowledgement.
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