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Not my job:
As I'm sure you're all aware, anything remotely related to PCs is clearly the job of the IT guy and must be incomprehensible to anyone else.
Yesterday, I got in and checked the Help Desk voice mail. To find...no messages!
Then I check for emails. Still nothing! Wheee! 
Then I finally get to my own messages. To find a help desk call. Idiots.
It seems that one of our guests was unable to connect to the wifi about 20 minutes before I'm scheduled to get to work. I go check and we've got an AP showing an error, it's broadcasting wireless b/g, but not a.
They're extremely simple APs - the only thing we can do is power cycle and hope they come back. Especially since we haven't been allowed to buy any spare units as a way to save money.
So, the AP doesn't come back up properly. It's broadcasting wireless b/g, but not a. So, I call downstairs to the operator who logged the ticket.
Me = Me
O = Operator
Me: Hi, <operator>, I just wanted to remind you to call the help desk directly for IT calls. I check that voicemail first and if there had been any issues, I wouldn't have gotten to my voicemail yet, which is where you left your message.
O: Well, that's the number that <her boss> told me to call.
Me: Okay, no problem, but in the future that is not the right number. <Her boss> gave you incorrect info.
O: I'm just doing my job, why are you being so difficult.
Me: Because if there had been other IT issues your message would have sat and waited - possibly for hours. If I was out today, then no one would have gotten your message at all.
O: What's all this if? You're here and you got the message. And the guest has been waiting half an hour for you to call them back! So call them and stop badgering me about it.
Me:
I'm trying to make sure that things get handled properly in the future so as to minimize guest wait times. Did they get a cable so they could plug into the wired network while they waited for wireless?
O: What cables? Look, if its wires, that's your job! Not our job! The guest is waiting and that's bad service! *Cue fumbling of phone as she tries to hang up but fails so I hear a muffled: What a jerk! <click> *
Me:
*Time since I clocked in: 5 minutes*
So, there is nothing I can do but wait for the AP to fail completely (triggering a PO for a replacement) or offer the guest an ethernet cable to so they plug into the wall. I head down to the front desk, and get stopped on the way for a 2 minute convo with my boss who just walked in. I then continue to get a cable before calling them, so that I have it in hand if they want it. Of course, to get the cable, I have to walk past the operator.
O: What are you doing down here?
Me: Getting a cable for the guest to plug into the wall. But they guest cables are stored here in the closet because you guys down here are supposed to be handing them out as necessary.
O: Did you call the guest yet?
Me: Not yet, I wanted to have the cable with me when I speak to them. That way if I can't get them on the wireless I have a backup to offer.
O: Well, they've been waiting half an hour!!!
Me: <looks at clock> Half an hour, really? Well, my shift started 10 minutes ago. Why would tell them I'd call right back if it was still 20 minutes before I even walk through the door?
O: Well, fine! They've been waiting 10 minutes! That's not good guest service! *crowing as if she's scored some major victory*
Me: Indeed. Too bad that if you had offered them a cable they could have been using the wired network 20 minutes before I got here.
What kind of guest service is that?
O: I told you that cables are your job, not ours!
Me: Providing these cables has been front desk policy for the last 3 years, since the renovation was completed. You talk about 'guest service' and then pawn it off onto me when you could have helped them 'half an hour ago.' And if you're going to call me names, either do it to my face or hang up the phone completely BEFORE you run your mouth.
O: You, you, you...
Me:...
O: RAAAA! *and cue storming out of the office*
All the other FD staff:
Was it mean? Yes. Was it impolitic? Yes. Did I get in trouble for it? No. My boss laughed and her boss sent me a written apology for them failing to help the guest and follow policy.
Oh, and it has been made quite clear to the front desk staff that handing out those cables outside normal business hours is very much their job.
As I'm sure you're all aware, anything remotely related to PCs is clearly the job of the IT guy and must be incomprehensible to anyone else.
Yesterday, I got in and checked the Help Desk voice mail. To find...no messages!
Then I check for emails. Still nothing! Wheee! Then I finally get to my own messages. To find a help desk call. Idiots.
It seems that one of our guests was unable to connect to the wifi about 20 minutes before I'm scheduled to get to work. I go check and we've got an AP showing an error, it's broadcasting wireless b/g, but not a.
They're extremely simple APs - the only thing we can do is power cycle and hope they come back. Especially since we haven't been allowed to buy any spare units as a way to save money.
So, the AP doesn't come back up properly. It's broadcasting wireless b/g, but not a. So, I call downstairs to the operator who logged the ticket.
Me = Me
O = Operator
Me: Hi, <operator>, I just wanted to remind you to call the help desk directly for IT calls. I check that voicemail first and if there had been any issues, I wouldn't have gotten to my voicemail yet, which is where you left your message.
O: Well, that's the number that <her boss> told me to call.
Me: Okay, no problem, but in the future that is not the right number. <Her boss> gave you incorrect info.
O: I'm just doing my job, why are you being so difficult.
Me: Because if there had been other IT issues your message would have sat and waited - possibly for hours. If I was out today, then no one would have gotten your message at all.
O: What's all this if? You're here and you got the message. And the guest has been waiting half an hour for you to call them back! So call them and stop badgering me about it.
Me:
I'm trying to make sure that things get handled properly in the future so as to minimize guest wait times. Did they get a cable so they could plug into the wired network while they waited for wireless?O: What cables? Look, if its wires, that's your job! Not our job! The guest is waiting and that's bad service! *Cue fumbling of phone as she tries to hang up but fails so I hear a muffled: What a jerk! <click> *
Me:
*Time since I clocked in: 5 minutes*So, there is nothing I can do but wait for the AP to fail completely (triggering a PO for a replacement) or offer the guest an ethernet cable to so they plug into the wall. I head down to the front desk, and get stopped on the way for a 2 minute convo with my boss who just walked in. I then continue to get a cable before calling them, so that I have it in hand if they want it. Of course, to get the cable, I have to walk past the operator.
O: What are you doing down here?
Me: Getting a cable for the guest to plug into the wall. But they guest cables are stored here in the closet because you guys down here are supposed to be handing them out as necessary.
O: Did you call the guest yet?
Me: Not yet, I wanted to have the cable with me when I speak to them. That way if I can't get them on the wireless I have a backup to offer.
O: Well, they've been waiting half an hour!!!
Me: <looks at clock> Half an hour, really? Well, my shift started 10 minutes ago. Why would tell them I'd call right back if it was still 20 minutes before I even walk through the door?
O: Well, fine! They've been waiting 10 minutes! That's not good guest service! *crowing as if she's scored some major victory*
Me: Indeed. Too bad that if you had offered them a cable they could have been using the wired network 20 minutes before I got here.
What kind of guest service is that?O: I told you that cables are your job, not ours!
Me: Providing these cables has been front desk policy for the last 3 years, since the renovation was completed. You talk about 'guest service' and then pawn it off onto me when you could have helped them 'half an hour ago.' And if you're going to call me names, either do it to my face or hang up the phone completely BEFORE you run your mouth.
O: You, you, you...
Me:...
O: RAAAA! *and cue storming out of the office*
All the other FD staff:
Was it mean? Yes. Was it impolitic? Yes. Did I get in trouble for it? No. My boss laughed and her boss sent me a written apology for them failing to help the guest and follow policy.
Oh, and it has been made quite clear to the front desk staff that handing out those cables outside normal business hours is very much their job.
Always fun to see the original email about <major issue> than a hour later, another and another on why haven't you called them.
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