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As a former phone-slinger, we have NO idea if you are telling the truth when you say "Yes I've reset this already." I can't count the number of times where someone has told me they've reset something and haven't, and it's made what should have been a 5 minute call into a 25 minute call. If you have a tech that's firing on a few brain cells, they should be able to work it out pretty quick. I mean, it's pretty easy. If A plus B equals C, then C is the answer.
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| # ? Oct 18, 2010 04:53 |
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| # ? May 23, 2013 15:51 |
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The frustrating thing about dealing with AT&T was that I had, in my opinion, narrowed down the problem - there was awful packet loss, usually made far worse by a bad storm, which suggested bad wiring either inside or outside the home. I was able to establish this by seeing that small packets, such as ICMP ping or DNS lookups, would often get lost, but established connections with larger packet sizes such as an HTTP download would usually persist (albeit slowly). It was so terrifically frustrating that I wasn't given any sort of way to ask them to test my hypothesis while 1) not confusing the tech and 2) not looking like the passive-aggressive customers we're talking about here. Incidentally, I found out two weeks after we switched to Comcast that a neighbor also on AT&T had been seeing the same issues as us for about as long as we were. Problem solved! 
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| # ? Oct 18, 2010 05:45 |
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MA-Horus posted:As a former phone-slinger, we have NO idea if you are telling the truth when you say "Yes I've reset this already." I can't count the number of times where someone has told me they've reset something and haven't, and it's made what should have been a 5 minute call into a 25 minute call. I can safely say I have never had the good fortune of being able to open a support case and have it resolved in the same call. It has been in every single case a line or equipment issue that is admitted after 2-3 weeks of going through the scripted tier 1 troubleshooting tests, then "we'll go ahead and monitor this line and call you back tomorrow", me calling back a few days later "oh, we forgot to call you! lets do a few more troubleshooting steps", usually at the end of call 2 they decide to send a cableman out to look at the home wiring. A few days later the cable technician will show up and evaluate the home wiring (this is aggravating to watch when a traceroute or pathping tells you the issue is elsewhere) and then tell you that they'll continue line monitoring for a day or so and continue looking for potential issues on their end. After this point I'll go a few days and eventually call back when I've given up hope that they're still trying to fix my issue. From this point, if the call goes like the last time, the ISP will want to start from scratch because the cable technician closed the case and it cannot be reopened because of some reason I'd be too depressed to even come up with. Am I bitter much? Absolutely.  I've dealt with this scenario twice in the past year with Insight crossing a total of around 2 months.edit: I would have switched providers after the first incident, but I'm unfortunately stuck with them here.
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| # ? Oct 18, 2010 06:22 |
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Jadus posted:So you've got quite a few hilariously large mailboxes, that aren't being used? Assumming the SYSTEM account is from nightly maintenance tasks within Exchange. Hahaha, oh no no. They are all existing and active users. These are live mailboxes, folks. The one SystemMailbox is for maintenance, but the last access is changed because of a maintenance job that ran before I took the screenshots. The ones I crossed our are access from BES and the users on their Outlook clients. ColumnarPad fucked around with this message at Oct 18, 2010 around 13:10 |
| # ? Oct 18, 2010 13:08 |
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KomradeVirtunov posted:Am I bitter much? Absolutely. Ouch. I have a customer on Insight and as such have had the "pleasure" of dealing with everyone from tier 1 up to supposedly some of the guys working right on the CMTS. It took mtr screenshots and packet captures from both ends of a VoIP call to the site to convince them that maybe in fact they were having packet loss. Unfortunately, three modems and two line replacements later they're still having the same problems so we just gave up and call forwarded to a landline. On the topic of tier 1s, I understand how in a large organization they're usually just dumb voices following a script, but basically the scripts suck and need to be set up to better identify when it's time to bail out and pass the call to someone who can help with more than power cycling. If I call saying my TV and cable internet both went out at the same time, asking me to reset my modem is not the correct response.
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| # ? Oct 18, 2010 13:08 |
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We got a new color MFD about 3 months ago. The fucker has already done 125k color impressions.
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| # ? Oct 18, 2010 13:36 |
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Submit my schedule for the day, my boss replies to my coworker's email telling him to switch with me. Customers aren't a game show, you don't just tell your workers who had appointments to meet these people to just swap it up like it's a crazy twist on a challenge. Pretty sure I'm just going to ignore him.
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| # ? Oct 18, 2010 13:58 |
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"We have the problem of OS running problems on Sunday morning and TCCUS daily for error too on Sunday 18,2010, at 12:00am, to inform you that we have experienced a problem error with TCCUS _DB" ...what? This is like my own personal 'do the needful'. I swear the guys that operate our bank's DB have no idea what language we even speak.
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| # ? Oct 18, 2010 14:13 |
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FISHMANPET posted:I upgraded everybody to Adobe Reader 9.4 last night, and now poo poo's all retarded. Lots of people (who also have Acrobat 8 installed) can't open PDFs in browser, with a message "Error: "The Adobe Acrobat/Reader that is running cannot be used to view PDF files in a web browser. Adobe Acrobat/Reader version 8 or 9 is required. Please exit and try again." I'm blaming this on Reader 9.4 and Acrobat 8.fuckyou fighting and not getting along. Could this be the case, or am I whiny idiot who should just deal with Acrobat 8 chilling around? A bit late but did you use their own customer editor for the MST? Did you tell it to explicitly use the new version of Adobe in the options? You need to leave it on "let acrobat decide" or something like that. That should fix the issue on redeployment. Yes, it is as dumb as it sounds. AcridWhistle fucked around with this message at Oct 18, 2010 around 14:34 |
| # ? Oct 18, 2010 14:26 |
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The first customer email I got when I started at my job sent me another email today, which made me dig through my inbox to find that glorious email that taught me how fun this job would be.
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| # ? Oct 18, 2010 14:58 |
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Webbeh posted:who are ou why are you message on my computer
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| # ? Oct 18, 2010 15:04 |
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raid 0 on a fileserver with no backups why surely nothing can go wrong here!
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| # ? Oct 18, 2010 16:43 |
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go3 posted:raid 0 on a fileserver with no backups why surely nothing can go wrong here! But think of the speeeeeeed!
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| # ? Oct 18, 2010 16:47 |
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Ahaha Tony just told the CIO that we can go ahead with putting Win 7 on new PCs because our copy of Windows 2008 Server Enterprise came with an unlimited volume license for Win 7!
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| # ? Oct 18, 2010 16:54 |
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Dick Trauma posted:Ahaha Tony just told the CIO that we can go ahead with putting Win 7 on new PCs because our copy of Windows 2008 Server Enterprise came with an unlimited volume license for Win 7! Man! I bet he feels so  right now.surely there's no cost for windows 7 for the clients, right? I mean you paid for the server and stuff!
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| # ? Oct 18, 2010 16:59 |
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Whatever happened to the BSA torpedo?
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| # ? Oct 18, 2010 17:08 |
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Nothing! Guess we were too small a fish for them to bother with. I'm not going to bother telling the CIO about this latest licensing nonsense. He never followed up on the Win2k licensing problem, didn't reply to the stupid poo poo Tony did on Friday... it's not worth the time it would take to explain it to him. Besides I need to check on my Pocket Frogs. 
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| # ? Oct 18, 2010 17:30 |
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rolleyes posted:Whatever happened to the BSA torpedo? Sounds like it just got supersized. RAID 0 with no backups ? I can top that. Twice. 1. Our old music server had 2 TB of storage. This was made up of no fewer than 8 250 GB drives. You put two in a Rackfire unit, they become a 500GB RAID 0 set. Then you put four of those abominations into a big RAID 0 set. Soooo many points of failure. Naturally it did. Good by 10 years of 50 people collecting music. 2. Our backup solutions were worse. Those RAID 0 trays ? They go into a 1U unit with a Firewire connection to the server. Naturally, losing either drive destroys the whole set. We back up to those. We also occasionally lose a drive; by my count about 3 TB of archives have gone away forever. You want a file from 2007 ? Gone. My predecessor swapped between two sets in about a two-month rotation, so anything over 4 months old was guaranteed to be gone. And it's not like he was backing up anything but a quarter of the desktops and the file server. Not the boot volume or the configuration, just the files. Mirroring the boot volume to an external hard drive just isn't the same thing as actual backups. All that, and Apple just sold me an LTO-4 autoloader and an incompatible fibre channel card. Nice job of systems integration.
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| # ? Oct 18, 2010 17:36 |
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"Systems integration" is when you plug things into each other.
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| # ? Oct 18, 2010 17:39 |
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Rohaq posted:
I'm enough of an rear end in a top hat that I will actually tell you "Windows cannot find application 'Charlie'" just to see if you can make a man choke to death on his own tears. (I'd be really nice after that though)
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| # ? Oct 18, 2010 17:39 |
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OT, but funny http://www.youtube.com/watch?featur...d&v=n-yIs74vFeg Samsung Memory Cards. Shock proof, water proof, magnet proof.
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| # ? Oct 18, 2010 18:05 |
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As viral marketing goes, that's a decent effort.
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| # ? Oct 18, 2010 18:49 |
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Really wish I could remember what I set as the password on this Sonicwall...
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| # ? Oct 18, 2010 21:56 |
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Midelne posted:Dick already pointed this out, but this is bad advice to give to a user since a lot of popups have buttons that either don't do what you'd expect or that aren't actually buttons to begin with, i.e. the popup is an image of a window with buttons and a red X to close it, but clicking anywhere on the image or in the window has the result of continuing the installation. "But I couldn't shut it down without click on the popup window!" 
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| # ? Oct 18, 2010 22:36 |
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couldcareless posted:Really wish I could remember what I set as the password on this Sonicwall... Sounds like a good time for a network infrastructure upgrade.
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| # ? Oct 18, 2010 22:38 |
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I like reading the ticket stuff you guys post, mostly because I sort of can follow most of it. I do very bottom tier helpdesk/IT stuff at university and it's usually the same old stuff day in and day out. If the university receives a DMCA notice, the user gets blocked right? If the user wants to know why he's blocked we send them the stuff they have to do to get unblocked. Today....Email response posted:ya i dunt think I want 2 do that. Wut is on my computer is my bisinuss. yall can keep that mac address That is verbatim. 32 year old faculty member
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| # ? Oct 18, 2010 23:36 |
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Farking Bastage posted:We got a new color MFD about 3 months ago. The fucker has already done 125k color impressions. Holy crap! How much maintenance does that thing require? Because if its none/very little I want to know exactly what make and model that thing is.
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| # ? Oct 18, 2010 23:39 |
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I only dealt with one real "ticket" today while letting my minions deal with the 10-20 laptops that came in from the "email scam" of the weekend. I walked in, something didn't sound right outside of my server room, opened the door to get hit with a 95+ degree blast of air to the face. The HVAC system decided the filters needed cleaning and shut down. I told the chair of our department "you know, this is another reason I need environmental sensors." His response "Nah, that's too expensive. . . Oh did you get that laptop ordered for me?"
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| # ? Oct 18, 2010 23:42 |
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enotnert posted:"Nah, that's too expensive. . . Oh did you get that laptop ordered for me?" And then you hand him one of "the 10-20 laptops that came in from the "email scam" of the weekend."
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| # ? Oct 18, 2010 23:46 |
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frogbert posted:Holy crap! How much maintenance does that thing require? Because if its none/very little I want to know exactly what make and model that thing is.
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| # ? Oct 18, 2010 23:51 |
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Tony decided to give away all the old "Powercenter" desktop surge protectors that have proven to be a fire hazard. The helpdesk guy then asked me to take a look at my trouble ticket app. Yes, everyone who asks for a surge protector is being added by Tony as an individual ticket. In addition the carpet is being replaced here in sections and if he has to dismantle six PCs in a row he enters them all as tickets, and then reenters them all again when they are plugged back in. He is passing the helpdesk guy's ticket count on the strength of these padded tickets and the helpdesk guy is starting to get upset because it makes it look like Tony does more work than him. All I can do is feel sorry for him. Tony will never be called to account for his manifold failings as an I.T. Director and as a human being.
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| # ? Oct 18, 2010 23:59 |
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frogbert posted:Holy crap! How much maintenance does that thing require? Because if its none/very little I want to know exactly what make and model that thing is. Konica Minolta BizHub pro C6500. Like the rest of our MFD's it's leased per page, but it is supposed to do around 500k impressions before any maintenance. Speaking of bad rear end printers, we have 3 Oce' VarioPrint 6100's. The fuckers spit out 120 pages of 11x17 per minute full duplex. They are literally liquid cooled and are will do 1 million impressions before any maintenance and are under warranty to 10 million impressions. e: the Firey print system drivers on that color machine are a little tricky, but ones it's all sorted it's a hell of a machine. Farking Bastage fucked around with this message at Oct 19, 2010 around 00:15 |
| # ? Oct 18, 2010 23:59 |
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Dick Trauma posted:Tony decided to give away all the old "Powercenter" desktop surge protectors that have proven to be a fire hazard. The helpdesk guy then asked me to take a look at my trouble ticket app. So he's taken the trouble to do extensive documentation of giving specific users a known fire hazard for home use. That can't possibly bite him in the rear end later.
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| # ? Oct 19, 2010 00:08 |
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Dick Trauma posted:
Not until helpdesk guy snaps and takes a hammer to Tony's face. Tell Helpdesk guy to report it in writing, then when nothing happens, send written notification that since metrics are based on ticket count, and what Tony is doing has tacit consent, he should start doing exactly the same thing.
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| # ? Oct 19, 2010 00:08 |
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Dick Trauma posted:And then you hand him one of "the 10-20 laptops that came in from the "email scam" of the weekend." Nah, but he was curious if I had gotten that loving 7 year old centrino laptop with a dieing hard drive running again yet. Had to remind him "it's not exactly on my priorities list when my server room is hot enough that I need to take off my shirt upon entering"
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| # ? Oct 19, 2010 00:15 |
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You should do a shirtless protest until they give into your demands.
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| # ? Oct 19, 2010 00:27 |
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Who knows? They might PAY him to put the shirt back on 
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| # ? Oct 19, 2010 01:17 |
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Dick Trauma posted:Tony decided to give away all the old "Powercenter" desktop surge protectors that have proven to be a fire hazard. The helpdesk guy then asked me to take a look at my trouble ticket app. Now sounds like an excellent time to add a feature that lets you mark a ticket as a duplicate of another, and then exclude duplicated tickets from counts/reports.
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| # ? Oct 19, 2010 02:13 |
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Derpes Simplex posted:Now sounds like an excellent time to add a feature that lets you mark a ticket as a duplicate of another, and then exclude duplicated tickets from counts/reports. ha, awesome. I wonder if it already exists? /sounds like helpdesk guy should be doing this to tony's tickets
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| # ? Oct 19, 2010 02:36 |
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| # ? May 23, 2013 15:51 |
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I've generated a shitload of tickets for myself, either by taking notes on all the "hey, you got a minute" requests or by using it as a to-do list. This, this is loving sleazy. Each step of each subunit is its own ticket ? Dropping a neatly formatted printed summary of all the tickets he does is just silly on the CIOs desk might be good. Running the report anytime the CIO mentions ticketing metrics as a snappy response might be even better. Look at those obnoxious little dupes and see if you can't use a fairly small text box to hold the ticket summary and still show all of it. Add enough detail to identify how little each ticket really is, and enough to make it bloody obvious what he's doing. But the CIO will probably need to already be in an inquiring state of mind before he'll get it. Or care. Today and yesterday a new org chart was circulated. Without my department on it. v3 showed up promptly, so it's all good.
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| # ? Oct 19, 2010 03:00 |
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