(no subject)
Aug. 2nd, 2007 10:30 pm![[personal profile]](https://www.dreamwidth.org/img/silk/identity/user.png){kind=small}
badstarGary just spent 20 minutes on the phone with a customer trying to determine their support eligibility and finally told them that they weren't elligible but he would have to cal and try to get permission to provide after-hours support.
Then he gets off the line and tells me that the call was from someone from one of our newest "elite contracts"...this small handful of contracts is the reason that we're employed. They pay millions of dollars for us to sit here overnight, on weekends and holidays on the off chance that one of them calls (It's rare for us to actually get a call from one of the contracts, we might get two or three a week if that.
*facepalm*
The reason he denied them? Because it wasn't showing up on the individual serial number. (Which the company is very adamant that you don't look for support on the unit, if someone calls and says they're from one of those companies, they have support no matter what.)
And my idiot of a coworker just royally ticked one of their employees off...
Oh, great...now he calls back, processes their request and is talking to them like he's doing them some huge favor or something, and is going to "take their word for it this time" and is treating it as a customer satisfaction issue....
Oh and he was asleep within less than an hour of getting here tonight. Though sitting at his desk not under it because Ahmed and Rich were here. Though...at one point, Ahmed walked over, stood in front of his desk and stared at Gary for about a minute before shaking his head and walking away. So something might happen here...
Then he gets off the line and tells me that the call was from someone from one of our newest "elite contracts"...this small handful of contracts is the reason that we're employed. They pay millions of dollars for us to sit here overnight, on weekends and holidays on the off chance that one of them calls (It's rare for us to actually get a call from one of the contracts, we might get two or three a week if that.
*facepalm*
The reason he denied them? Because it wasn't showing up on the individual serial number. (Which the company is very adamant that you don't look for support on the unit, if someone calls and says they're from one of those companies, they have support no matter what.)
And my idiot of a coworker just royally ticked one of their employees off...
Oh, great...now he calls back, processes their request and is talking to them like he's doing them some huge favor or something, and is going to "take their word for it this time" and is treating it as a customer satisfaction issue....
Oh and he was asleep within less than an hour of getting here tonight. Though sitting at his desk not under it because Ahmed and Rich were here. Though...at one point, Ahmed walked over, stood in front of his desk and stared at Gary for about a minute before shaking his head and walking away. So something might happen here...
