Tweet
I need you to ix my computer NOW but you can't look at it.. (longish)
I have this PITA supervisor for one of our customer service teams who is always logging issues on his laptop. I just checked the ticket history (only goes back 90 days) - he has 32 tickets logged (most common clients have 5-7 tickets in that period).
We also get rated on how long the tickets sit in our queue.
Last time he logged a "critical" ticket because he is constantly having to reboot his PC, always getting BSOD, always locking up.
Two tickets ago I said F-it and swapped his laptop with one I use here for web research, router / switch programming, and other types of support duties (much higher demand than the few web applications that he uses). Hils old laptop has been working flawlessly for me since then.
Last time he completely refused to let me look at it, he has all new hardware, he is still having the same issue, but completely refused to make the time to let me look at it. The first day I get the ticket, he's too busy. The second day, he's too busy. The third-fifth days he was off (didn't bother to tell me). The next week he was in another state supporting his other team (why didn't he have a tech there look at it?). I ended up closing the ticket when it was well over 120 hours overdue (120 work hours). This KILLED my time (thank god most of my tickets are closed within a few hours).
Now, I have another ticket. Even though he said that he would have a tech look at it while he was in the other state for two weeks I can easily guess (and by the lack of tickets from local techs in that state) that he did not do this. So, it is Friday and he is never in on Fridays (he loves to log tickets just before he is out of the office for several days). I'm sure this is going to be typical where I have to chase him around for a week and then I tell him I'm closing the ticket. When I close the ticket, he calls my supervisor to complain (thank god I fully note the ticket with everything I did, I call the client, I note it in the ticket, they don't let me look at the equipment, I note the ticket. I pick my nose with their keyboard, I note the ticket.
I wish I could refue supporting some of my SCs (sucky clients). He's allowed to blame us for every issue anyone on his team has (yes, he's blamed us because one of their web based applications was down one day and demanded we fix it, oh I could go on). He even compalined that I did not go 2 hours out of my way to help him at his other FT job (yes, he has two FT jobs, this one he usually does from there).
We also get rated on how long the tickets sit in our queue.
Last time he logged a "critical" ticket because he is constantly having to reboot his PC, always getting BSOD, always locking up.
Two tickets ago I said F-it and swapped his laptop with one I use here for web research, router / switch programming, and other types of support duties (much higher demand than the few web applications that he uses). Hils old laptop has been working flawlessly for me since then.
Last time he completely refused to let me look at it, he has all new hardware, he is still having the same issue, but completely refused to make the time to let me look at it. The first day I get the ticket, he's too busy. The second day, he's too busy. The third-fifth days he was off (didn't bother to tell me). The next week he was in another state supporting his other team (why didn't he have a tech there look at it?). I ended up closing the ticket when it was well over 120 hours overdue (120 work hours). This KILLED my time (thank god most of my tickets are closed within a few hours).
Now, I have another ticket. Even though he said that he would have a tech look at it while he was in the other state for two weeks I can easily guess (and by the lack of tickets from local techs in that state) that he did not do this. So, it is Friday and he is never in on Fridays (he loves to log tickets just before he is out of the office for several days). I'm sure this is going to be typical where I have to chase him around for a week and then I tell him I'm closing the ticket. When I close the ticket, he calls my supervisor to complain (thank god I fully note the ticket with everything I did, I call the client, I note it in the ticket, they don't let me look at the equipment, I note the ticket. I pick my nose with their keyboard, I note the ticket.
I wish I could refue supporting some of my SCs (sucky clients). He's allowed to blame us for every issue anyone on his team has (yes, he's blamed us because one of their web based applications was down one day and demanded we fix it, oh I could go on). He even compalined that I did not go 2 hours out of my way to help him at his other FT job (yes, he has two FT jobs, this one he usually does from there).
I AM the evil bastard!
Comment