Wassup With our Support Center?
By joesciallo on Mar 08, 2007
I guess everyone has a bad day now and then. That's the only way I can explain the lack of support I got from our own "Support" center. I had to travel for meetings to our Santa Clara facility this week. There are plenty of guest offices there to use, all equipped with Sun Rays, so you don't have to worry about finding a place to land and get work done. Most buildings, and even the cafeteria, have an abundance of available offices, cubes, and kiosks with Sun Rays.
So I try to log in, type my user name and password, nothing happens, no error message. Try a couple of different Sun Rays, same result. Finally, I call our support center, log a trouble ticket, wait for a call back. In about 30 minutes the front line calls back, we do some troubleshooting on the phone, figure that it has to do with the Sun Ray trying to mount an old home directory for me that no longer exists. Okay, I can buy that. Back-line support will call me back. We make it a higher priority trouble ticket to make sure I get a call back sooner. I leave my cell phone number as the way to get a hold of me.
I go back to my meetings, waiting for the call. Hours go by. I finally get out of my meetings and call the support center back. A nice person looks at my trouble ticket history and says the back-line person sent me an email. The status on the ticket: awaiting user action!!!
I have a good laugh with the person on the phone, so that I don't start screaming. She types in a note to the ticket, asking the back-line person, "er, how is the user supposed to get this email when he can't log in???"
Even funnier: I traveled back home today, and just now got a call from the back line person (6pm mountain time), over 24 hours later from when I was having issues. He left a message, asking me to edit my .cshrc and .login files. Er, again, how am I supposed to do this, when I can't log in???
Guess we all have a bad day from time to time.