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solarbirdYeah. I tagged 'em. At this point, why the hell not?
SICK OF YOUR SHIT ROLL CALL:
1. "This isn't on our side, you should talk to your local IT about this."
A: It's been on your side EVERY TIME. Eventually, Tier 2 fixes it.
B: I AM THE LOCAL IT. I ran the WGA division server room at Microsoft. I HAVE SOME IDEA WHAT I'M DOING.
2. "Have you power-cycled your modem?"
Classic.
3. "Are you sure you have the right password?"
You reset it to factory default. Three times. It won't start magically working.
4. "Windows should be restarted."
My fleet of Linux servers glares at you angrily.
5. "I'll re-provision the modem. Wait five minutes and try again."
That didn't work the last four times, why is it going to work now? Oh look, it didn't.
6. "Someone will call you Monday."
[No call]
"Tuesday"
[Calls wrong number]
"Wednesday"
[Tier 2 shows up and fixes it]
(If we're lucky. I think the quickest we've been back up was two and a half days.)
7. Me: "[X] in Tier 2 told us you need to do exactly this, and can do that."
Tier 1: "We can't do that."
[tries again]
Tier 1: "All done!"
[nothing actually done]
8. [support wakes up from idle after hours of silence and apparent inactivity] “Is it fixed yet?”
No. No, as you have apparently done nothing, it is not fixed yet. The problem will not magically go away. It. Is. Not. Fixed. Yet.
Honestly, and I mean this in all sincerity, it has felt _many times_ like we've been being trolled.
Tier 2 is generally good to great and totally know what they're doing. Nice people.
Tier 1 - by phone and online - was not always a nightmare. I remember this. But it is one now.
SICK OF YOUR SHIT ROLL CALL:
1. "This isn't on our side, you should talk to your local IT about this."
A: It's been on your side EVERY TIME. Eventually, Tier 2 fixes it.
B: I AM THE LOCAL IT. I ran the WGA division server room at Microsoft. I HAVE SOME IDEA WHAT I'M DOING.
2. "Have you power-cycled your modem?"
Classic.
3. "Are you sure you have the right password?"
You reset it to factory default. Three times. It won't start magically working.
4. "Windows should be restarted."
My fleet of Linux servers glares at you angrily.
5. "I'll re-provision the modem. Wait five minutes and try again."
That didn't work the last four times, why is it going to work now? Oh look, it didn't.
6. "Someone will call you Monday."
[No call]
"Tuesday"
[Calls wrong number]
"Wednesday"
[Tier 2 shows up and fixes it]
(If we're lucky. I think the quickest we've been back up was two and a half days.)
7. Me: "[X] in Tier 2 told us you need to do exactly this, and can do that."
Tier 1: "We can't do that."
[tries again]
Tier 1: "All done!"
[nothing actually done]
8. [support wakes up from idle after hours of silence and apparent inactivity] “Is it fixed yet?”
No. No, as you have apparently done nothing, it is not fixed yet. The problem will not magically go away. It. Is. Not. Fixed. Yet.
Honestly, and I mean this in all sincerity, it has felt _many times_ like we've been being trolled.
Tier 2 is generally good to great and totally know what they're doing. Nice people.
Tier 1 - by phone and online - was not always a nightmare. I remember this. But it is one now.
