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So yeah...had this lovely call a second ago...
Me: "X Company, level 3, this is Sage speaking."
T2: "Yeah, I got a customer with an open tier 3 ticket."
As a side note, yes, you have an open tier 3 ticket. What, am I supposed to be all "ZOMG TRANSFER NOWZ!!!11"? No, sorry. On top of that, 90% of the time, yes, it's an open tier 3 ticket THAT THEY CREATED! Typical protocol states that if tier 2 receives a customer that already has an open tier 3 ticket, they are supposed to transfer them up...but if it's a ticket they created, they're being a douche.
Looking over the ticket, I see the agent says they powercycled already. Now, I didn't get my diagnostics back quickly and it was a wireless issue, so I decided to take the call, no questions asked. However, when the diagnostics DID come up...I saw the modem had been up for over 9 hours. Wait, what? A tier 2 lied?! IMPOSSIBLE!!
They got a nice little review. The next one that calls me, unless he's/she's nice, will be waiting a while. If they're going to play that game, I'm going to be more thorough. Even more annoying...after I powercycled, THEY WERE UP!
Me: "X Company, level 3, this is Sage speaking."
T2: "Yeah, I got a customer with an open tier 3 ticket."
As a side note, yes, you have an open tier 3 ticket. What, am I supposed to be all "ZOMG TRANSFER NOWZ!!!11"? No, sorry. On top of that, 90% of the time, yes, it's an open tier 3 ticket THAT THEY CREATED! Typical protocol states that if tier 2 receives a customer that already has an open tier 3 ticket, they are supposed to transfer them up...but if it's a ticket they created, they're being a douche.
Looking over the ticket, I see the agent says they powercycled already. Now, I didn't get my diagnostics back quickly and it was a wireless issue, so I decided to take the call, no questions asked. However, when the diagnostics DID come up...I saw the modem had been up for over 9 hours. Wait, what? A tier 2 lied?! IMPOSSIBLE!!
They got a nice little review. The next one that calls me, unless he's/she's nice, will be waiting a while. If they're going to play that game, I'm going to be more thorough. Even more annoying...after I powercycled, THEY WERE UP!
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