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Just got off the line with one of our field techs. He made me grouchy and sarcastic. 
Apparently, this customer (who had a tech open a case on their behalf earlier, per their instructions), instead of calling us, who opened the case, or the group that was remotely monitoring their site to follow up on an issue, had directly contacted the tech on call. So he calls in, all in a tizzy, because the customer isn't being "properly handled."
I have to shut him up twice just to give me time to read case notes, as I hadn't seen the case before that very moment, and once I finally wade through two pages of notes, I figure out that the remote monitoring group was unable to dial in and do a remote reset, so they requested the tech who opened the case be re-dispatched. As it turned out, it was after 5pm local time, and the case was not created as a 24/7 emergency ticket, so we CANNOT dispatch it without a request from the customer to escalate the case. They are more than welcome to contact the tech, and the tech can do whatever he likes. We just can't dispatch a non-emergency ticket after hours. In addition, the tech's answering service would not take the case to page him out when our agent called anyways. Once I finally explain this to him, and try to explain that they do need someone to go out to site, and if he's willing, he can go right ahead, he starts demanding that we conference on the customer for approval to escalate, even though I tried to tell him it wasn't necessary.
He then proceeds to tell the customer it was *my* fault (even though I hadn't touched the case until his call) that the customer hadn't received an update, and that we *need* to have the case escalated for him to go out there tonight.
It's fine if you don't want to listen to what I have to say, but DO NOT try to make me out to be the bad guy to our customer while I'm *still on the phone with you!* Sheesh.
Apparently, this customer (who had a tech open a case on their behalf earlier, per their instructions), instead of calling us, who opened the case, or the group that was remotely monitoring their site to follow up on an issue, had directly contacted the tech on call. So he calls in, all in a tizzy, because the customer isn't being "properly handled."I have to shut him up twice just to give me time to read case notes, as I hadn't seen the case before that very moment, and once I finally wade through two pages of notes, I figure out that the remote monitoring group was unable to dial in and do a remote reset, so they requested the tech who opened the case be re-dispatched. As it turned out, it was after 5pm local time, and the case was not created as a 24/7 emergency ticket, so we CANNOT dispatch it without a request from the customer to escalate the case. They are more than welcome to contact the tech, and the tech can do whatever he likes. We just can't dispatch a non-emergency ticket after hours. In addition, the tech's answering service would not take the case to page him out when our agent called anyways. Once I finally explain this to him, and try to explain that they do need someone to go out to site, and if he's willing, he can go right ahead, he starts demanding that we conference on the customer for approval to escalate, even though I tried to tell him it wasn't necessary.
He then proceeds to tell the customer it was *my* fault (even though I hadn't touched the case until his call) that the customer hadn't received an update, and that we *need* to have the case escalated for him to go out there tonight.
It's fine if you don't want to listen to what I have to say, but DO NOT try to make me out to be the bad guy to our customer while I'm *still on the phone with you!* Sheesh.