October 25, 2000
I just heard what has
I just heard what has to be the worst tech support nightmare story I think I've ever heard.
One of the support representatives here got a call yesterday at 10:30 am. Whatever the problem was, around 11:00 am (which is already an unusually long call) she suggested that the user reboot the network server, then reinstall the software.
The user came back and said he'd done so. The problem wasn't fixed. So for the next six hours the support representative kept the user on the phone, trying to resolve the issue. (I think she did take some time off the phone to eat, but not much.)
Finally around 4:30, six hours after the original call started, the user said, "Oh, I didn't actually reboot the network server. Did I really need to do that?"
The representative politely asked the user to hold because, as she said, "I wanted to kill him right about then." The user really rebooted the server this time, and within fifteen minutes the issue was resolved.
Posted by Lisa at October 25, 2000 02:32 PM