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  • Systems are DOWN--we CAN'T access...

    So, on a semi-busy morning in my call centre..

    I come back from my break only to discover that all our systems have gone down. What this means is, We cannot access account specific information. ANY account specific information. For ANYONE. Including ourselves....

    First call I get:

    Me: Good morning, this is (foxytales) and I do apologize, but at this time our systems are down and we are unable to access any account specific information at this time. If you need only general company information, I can certainly still assist you!

    SC: What do you mean your systems are down?!

    Me: Unfortunately,the computer system crashed and because of this, we can't access any member or provider information. We expect it be back up within an hour, however.

    SC: I have THREE patients in our office. I need their eligibility.

    Me: Again, I do apologize, but eligibility is account specific and I am unable to access that at this time.

    SC: I still need their eligibility and I need to have it RIGHT NOW!

    Me: Have you tried our website at (www.blahblahblah.com)?

    SC: No, I called YOU. So give me their eligibility.

    Me: I'm terribly sorry, but as I told you, our systems are down at this time and we am not able to access that information. You may check their eiligibility on our website, though.

    SC: you're useless and lying to me! Get me a supervisor!

    Me: Ma'am, I do not make a habit of lying to our customers, but I will certainly see if a supervisor is available; However, I must inform you that they will only explain what I have just explained to you. We are not able to access the information because our systems are down. That means a supervisor also will not be able to access the information.

    SC: I don't care. I don't like being lied to! Systems don't just "GO DOWN" for no apparent reason. Get me a supervisor!

    Me: One moment please while I connect you to my supervisor. Have a wonderful day.

    ~ugh~ some days it isn't worth chewing through the leather straps.

    What I WANTED to say:

    "You have a system that NEVER goes down?! Please tell me what you use and I will forward that to our IT department!"

  • #2
    *offers hugs and cookies* Now you know that computers never have any problems what so ever. I mean, its not like IT is one of the biggest growth industries or anything.

    People seem to think that the internet and computers are magic.
    Engaged to the amazing Marmalady. She is my Silver Dragon, shining as bright as the sun. I her Black Dragon (though good honestly), dark as night..fierce and strong.

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    • #3
      <Homer> So. They have the internet on computers now! </Homer>

      C.
      Nothing in this world will ever be truly idiot-proof as long as they keep making more effective idiots... -EricKei

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      • #4
        Systems and computers bad, they go down all the time.
        Sorry, my cow died so I don't need your bull

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        • #5
          The system, is down. Came to mind when I read this.
          "On a scale of 1 to banana, whats your favourite colour of the alphabet?"
          Regards, Lord Baron Darth von Vaderham, esq. Middle brother to mharbourgirl & Squeaksmyalias

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          • #6
            ~ugh~ some days it isn't worth chewing through the leather straps.
            i agree; i'm going to have to make a greater effort to not break free from my restraints.
            look! it's ghengis khan!
            Sorry, but while I can do many things, extracting heads from anuses isn't one of them. (so sayeth the irv)

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            • #7
              Ha - I once had a customer demand reimbursement because we were down for upgrades for a few hours and she couldn't use her $20/month support subscription during that time. Sure, here's your cents...

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              • #8
                I think you've spoken to some of my same callers. They don't seem to realize that when they call us for benefits or claims information, we're looking at the exact same website they have access to. For most of their issues, the information is right on the website. We're supposed to be there to help our members, not coddle the provider's offices by reading benefits to them.
                That is so full of suck Dyson doesn't know how they did it - shankyknitter

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                • #9
                  What you need to do is make a recording that you can just loop then next time you get someone as obtuse as this "person".

                  Quoth ApolloSZ View Post
                  The system, is down. Came to mind when I read this.
                  STRONGBAD!!
                  It's floating wicker propelled by fire!

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                  • #10
                    To the "systems never go down" well, that CAN be true. Think outside of the box. Actually, think outside of the Window(s).

                    I have heard of Unix systems that ended up getting walled off, in a room everyone forgot existed. They only found it years later when the building was going to be torn down - and no one ever wondered about it before that because it never gave any problems.

                    I work on AS/400 (System i or i5, same thing) midrange systems, and the only time they go down (barring a power outage) is when it's time to upgrade the operating system.

                    So there is ample evidence for the "systems don't just go down" idea - but I'm sure this person never had any experience with any of that kind of system anyway! The kind of systems that person is used to go down all the fraggin' time! It's Murphy's law -- at the worst possible time, of course!
                    I will not be pushed, stamped, filed, indexed, briefed, debriefed, or numbered. My life is my own. --#6

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                    • #11
                      "No apparent reason" -- Well, I don't see where you said it went down for no reason, so that was a stupid thing for him to say. There's ALWAYS a reason, even if we tech-challenged types don't know what it is (IMO it's usually something like "system is a piece of crap" but maybe that's just the one we use ).
                      When you start at zero, everything's progress.

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                      • #12
                        That SC is full of shit and being stupid and lazy. I mean really, things DO happen like that unfortunately and you have to make the best of it. I can't tell you how many times I've had to go through system crashes and maintenance and have to wing it until we got word it was done and resolved. Stupid SC.
                        I don't get paid enough to kiss your a**! -Groezig 5/31/08
                        Another day...another million braincells lost...-Sarlon 6/16/08
                        Chivalry is not dead. It's just direly underappreciated. -Samaliel 9/15/09

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                        • #13
                          Quoth Sonoma View Post
                          I think you've spoken to some of my same callers. They don't seem to realize that when they call us for benefits or claims information, we're looking at the exact same website they have access to. For most of their issues, the information is right on the website. We're supposed to be there to help our members, not coddle the provider's offices by reading benefits to them.
                          Yup, I'd say easily half of the calls are me reading the instructions to the customer. The instructions are on the sticker on the product itself. Its on the same sticker that the part number is on. I need the part number to know what they have, and so they're able to read the part number from the product, but yet are unable to read the instructions that are on the sticker.

                          It says 1.65 volts on the sticker? You best be running it at 1.65 volts. All I'm going to do is tell you to run it at 1.65 volts, just like it says on the sticker not half an inch from the part number you just read to me.

                          Also when people call about the status of their case, well, there's a URL to check the status of their case at anytime. 24/7. Just click on it, type in your name, and you can see the full status. We send this email to everyone. That is the exact same info I have access to.

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                          • #14
                            hey foxy!

                            hehe... as soon as I saw the title I knew it was you

                            Welcome to the nuthouse!


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                            • #15
                              ~heh~ thanks, Pepper--God knows you've heard more than a couple of my war stories
                              Thank you for the headsup on this place..I have sat here and laughed myself silly, groaned in sympathy and wanted to verbally bash a few others as I read.

                              I needed this.

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