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Author Topic: A bit of satisfaction
DoctorWho

Gold Hearted SuperFan!
Member # 392

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5
Icon 1 posted January 05, 2011 18:10      Profile for DoctorWho     Send New Private Message       Edit/Delete Post   Reply With Quote 
This story requires a bit of background to get to the point so bear with me.

It's 4:30am and I get a phone call from one of the stores:

Me: Hello this is ...
Store: Our handheld pricing guns aren't working.
Me: Can you define "not working"?
Store: The web page where we log in is giving us an error instead.
Me: I see {call waiting beeps} I am getting another call, probably similar problem, I'll look into it.

Me: Hello this is ...
Other Store: Handhelds are giving an error.
Me: Yeah, I just got off the phone with another store, I am getting up to look into it right now.
OS: Ok thanks.

I remote in and look and sure enough there is the error, and it's a company wide issue worthy of calling the on call web programmer. I wake him up and explain the situation and he tells me he will look at it and get back with me. Soon as I get off the phone with him another store calls.

Me: Hello this is ...
Third store: This is so-and-so from store ...
Me: I guess you are calling about an error you are getting with your handhelds right?
TS: Yes
Me: Yeah we know about it. I just reported it to the programmer right before you called. He's going to look into it.
TS: Do you know how long it will take to fix it?
Me: No, as I said I just got off the phone with the programmer, He's probably booting up his laptop now to find out what the problem is.
TS: No need to be an @$$#0l3.

At this point I was speechless and hung up.

I went into work at my usual time and found out I was scheduled to be on the road. One of my stops was that store. When I went there, I fixed the issue they were having and then I spoke with the assistant manager and asked if so-and-so who called for tech help this morning was still there. The assistant manager called him to report to the area where we were.

Assistant Manager: Hey, this is ... who you called to this morning.
Me: Why did you call me an @$$#0l3 this morning just because I couldn't give you time estimate? I told you the programmer had just been informed of the problem and did not even have time to look at the problem yet let alone figure out how long it would take. I did my job even before you called and it still wasn't good enough for you. You had no reason to call me that and furthermore, I don't need that kind of crap from you or anyone else for that matter. Do you understand?

(he nods)

Me: Fine, you can go back to work now.

(he walks off)

Assistant Manager: I will deal with him later.

Me: Thanks

Today I let my boss know what I did. He absolutely loved it. He said I probably scared him stiff considering he was probably thinking along the lines of what kind of authority does this guy have that he can come to this store and chew me out on company time. It's a good thing he didn't have a full bladder because he would have probably wet himself.

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Laughter is like changing a baby's diapers. It doesn't solve anything but it sure improves the situation. Leo F. Buscaglia

Posts: 1694 | From: The TARDIS | Registered: Apr 2000  |  IP: Logged
Grummash

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Member # 4289

Icon 1 posted January 06, 2011 14:34      Profile for Grummash     Send New Private Message       Edit/Delete Post   Reply With Quote 
Nice. [Applause]

You were calm and rational, and you had a good witness present to confirm that all you did was demand that in future the asshat treats you with common courtesy.

[thumbsup] [thumbsup]

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...and yet, across the gulf of space, minds immeasurably superior to ours regarded this earth with envious eyes...

Posts: 2335 | From: Lancashire,UK | Registered: Aug 2005  |  IP: Logged
Xanthine

Solid Nitrozanium SuperFan!
Member # 736

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Icon 1 posted January 06, 2011 17:11      Profile for Xanthine     Send New Private Message       Edit/Delete Post   Reply With Quote 
And thus a legend is born in your company: be nice to the support staff or they will drop in and chew you out.

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And it's one, two, three / On the wrong side of the lee / What were you meant for? / What were you meant for?
- The Decemberists

Posts: 7670 | From: the lab | Registered: Mar 2001  |  IP: Logged
Ugh, MightyClub
BlabberMouth, the Next Generation
Member # 3112

Member Rated:
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Icon 1 posted January 06, 2011 19:31      Profile for Ugh, MightyClub     Send New Private Message       Edit/Delete Post   Reply With Quote 
It is so much easier to be rude and obnoxious to somebody on the other end of a wire, especially someone you've never met, than it is in person. Good on you calling this guy on it.

--------------------
Ugh!

Posts: 1742 | From: Ithaca, NY | Registered: Dec 2004  |  IP: Logged
TheMoMan
BlabberMouth, a Blabber Odyssey
Member # 1659

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Icon 1 posted January 07, 2011 04:07      Profile for TheMoMan         Edit/Delete Post   Reply With Quote 
____ Big time contracts have been lost because "a not in charge person acted like they were in charge." "I got this fixed boss."

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Those who would give up essential liberty to purchase a little temporary safety deserve neither liberty nor safety.


Benjamin Franklin,

Posts: 5848 | From: Just South of the Huron National Forest, in the water shed of the Rifle River | Registered: Sep 2002  |  IP: Logged
DoctorWho

Gold Hearted SuperFan!
Member # 392

Member Rated:
5
Icon 1 posted January 07, 2011 05:41      Profile for DoctorWho     Send New Private Message       Edit/Delete Post   Reply With Quote 
quote:
Originally posted by TheMoMan:
____ Big time contracts have been lost because "a not in charge person acted like they were in charge." "I got this fixed boss."

Well I am not in danger of losing a contract since I too am a direct employee of the company that runs the stores. Furthermore, I had the guy's assistant manager there with me and he knows exactly where I rank in the pecking order. Frankly, practically every store management team treats support staff like equals because they know we hold the keys to keeping things running smoothly as well as the first responders to whatever goes wrong technology wise.

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Laughter is like changing a baby's diapers. It doesn't solve anything but it sure improves the situation. Leo F. Buscaglia

Posts: 1694 | From: The TARDIS | Registered: Apr 2000  |  IP: Logged
TheMoMan
BlabberMouth, a Blabber Odyssey
Member # 1659

Member Rated:
4
Icon 1 posted January 07, 2011 07:48      Profile for TheMoMan         Edit/Delete Post   Reply With Quote 
____ I was not referring to you, but to the "I tried to get this fixed half way up the pecking order type. I have been in meetings where the "Plant Manager, after a customers aide's snide comment closed his brief Case and said well we're done here, you know our price."

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Those who would give up essential liberty to purchase a little temporary safety deserve neither liberty nor safety.


Benjamin Franklin,

Posts: 5848 | From: Just South of the Huron National Forest, in the water shed of the Rifle River | Registered: Sep 2002  |  IP: Logged


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