9:47 AM|W|P|clown|W|P|Validation!
whew. it's not just me. Boss was also having trouble reasoning with the *user yesterday. She was being very difficult for some reason, he said. Well, all we gotta do now is wait if her boss, which is the ultimate boss for me and my boss, has heard anything about the incident and has any comments on it. And whether or not i still have a job. j/k ;)
...
ok, maybe i shouldn't joke about that.
*read: bitch|W|P|77738721|W|P||W|P|abcdef@gmail.com12:32 PM|W|P|clown|W|P|Oh, It Gets Better...
Gettin' the higher ups in on it. Routed the call to a co-worker for her to deal with, at her offering, and since i figure, the customer really doesn't want the same person dealing with it, or maybe just me dealing with it.
**Gave the user a call to give her a heads up:
"...so, that's why L. will take care of it, since she's more familiar with EasySync, which is the type of problem we're more likely looking at now (plus the fact that for some reason, you're questioning every move i make and my competency and would rather not have me around)."
"Can I ask you something, Ohta-san?"
"Sure."
"Why, if you're not familiar with the type of problem, are you the one being sent on the call?" I try hard not to blurt out the fact that *I'M* the one that normally sends ANYONE out on a call.
"Well, actually, I am quite familiar with the Palm OS, but when we're dealing with deeper-seated, higher-level problems, we then talk to those who may have had more experience in the matter at hand, in this case, L."
"Well, alright then." she does not sound convinced. "Good-bye."
"Ok then, good-bye. Have a good day..." She hangs up before i finish my sentence.
...
i want a drink.
**again, not verbatim, and doubtful that i was this coherent when talking to the user. but, I'm writing it, so I can make myself look good if i wanna. :P|W|P|77702094|W|P||W|P|abcdef@gmail.com9:54 AM|W|P|clown|W|P|Breathe In, Breathe Out...
*sigh*
no, that's not the sound i wanna make. it's a lot more angry than that. but at least i'm breathing and just trying to calm down.
You know the type of person that smiles all the time, and is always cheerful?
They're not always like that. And me, the sensitive person I am, can see thru that shit a mile away. **Here's what happened to me this morning at a technical support call
I had to make:
Working on a Palm Hotsync problem at the user's desk. User hasn't been able to sync with her desktop ever since she got her new machine installed, about a month or so ago.
At least, that's what the user says. I was the one who had originally set her up on her new machine. Can't remember if I had put in the palm desktop for her to be able to sync, but either way, i would've, if she had asked me to. Well, anyway, the problem still existed from last i tried to fix it, which was last week, and this time, I was using suggestions i got via email from Palm. They didn't work. So, I tried to do some on-line research right then and there on her machine.
"So, what's the verdict, Ohta-san?" she inquires.
"Well, it's still not working."
"What're you doing?" she asks, in a tone not unlike, wtf are you doing now?
"I'm on the lotus notes website doing some research on easysync." easysync was most likely what she was using before to sync w/ notes, and there might have been something that was installed on the palm itself that was causing a conflict, so that's what i was checking on.
"Well, Ohta-san, I have to leave next week. I really need to sync."
"You can still use your palm..."
"But, I have to sync before i go! I haven't been able to sync in months!" --a slight strech on the truth, cuz it couldn't have been that long, but whatever
I look at her, waiting for her to finish.
"I think you'll just have to give up, i have things to do, I'll just have to get someone else in (who knows what they're doing) to fix it. P. came in the other day and fixed [my co-worker's] problem with syncing."
"Was it the same problem?"
"I don't know. It just wasn't working. L. also has a lot of experience w/ palms, i'll see if she can come down." --take into account, that these people she keeps mentioning are people I work with. P is a subordinate of mine; I'm his supervisor. These are people I would ask eventually, if I wasn't able to go thru the normal channels to find a solution.
I look at her, dumbfounded, but still smiling. Gotta keep it professional.
"Well?" she asks curtly. "What're you doing now?"
I breathe in, subconsciously, swallow a little pride, and reply, "...um, I think i'm gonna go call L, or P, and/or J. and see if they can help me."
"That would probably help."
....
A few unsuccessful phone calls later, I tell her I can't get in touch with anyone. I'm making to leave, since that's the vibe that i'm getting from her, since she's so busy, and i have nothing better to do but take up her time.
"Well, I guess I'll just have to get them to come down then." she REALLY doesn't know that i work with those people.
"I work closely with P., I'll talk to him, see if it's the same problem he dealt with with [your co-worker]. Don't worry, we'll get it fixed."
"Ok, Ohta-san, but you've been here twice now, and it hasn't gotten fixed yet.(as if that's all it took) Well, I just want it fixed. I haven't been able to sync ever since i got this new machine installed. it's been months." she smiles blankly.
I look at that smile. I've seen it on her many times before, and it's the same smile she uses all the time, whether she's perturbed or she's happy. She's got great social skills when things are going her way, but now, I can see that it has no meaning, nothing pure beyond the blank facade. She's pissed.
"ok," i reply. "we'll take care of it. Take care now!" I turn to leave, right after waiting for a pause to see if she will reply. She does not. She just continues to smile that blank smile. She's trying, she's really trying.
I guess I'm paid the big bucks to deal with this shit all the time. Thank god i'm not usually so abrasive to get this kind of reaction from a user.
**This whole transcript was NOT verbatim. Take into account that this is my perspective, one that focuses a lot on the user's misgivings and reactions that *I* found repulsive. I may have been an asshole too, but i doubt it ^_-|W|P|77696532|W|P||W|P|abcdef@gmail.com