Professional Masochism.
Oct. 25th, 2007 09:03 pm![[personal profile]](https://www.dreamwidth.org/img/silk/identity/user.png){kind=small}
badstarIf you can't follow the chain of events, I completely understand. Just understand that this is an hour of my life that I can't get back. This call should have been over and done within 10 minutes. 15 at the absolute outside if the computer was slow in the RMA setup.
Ok, so Genius has two phones of the same model. One works where it's plugged in (phone A), one doesn't (phone B). He can get incoming calls on phone B, but when he tries to make an outgoing call, when he dials the first digit, it gives him a tone similar to a fax machine line.
Took the working phone and plugged it in where the non-working phone is plugged in. It now doesn't work in the manner described above
Took the non-working phone and plugged it in where the working phone was...now it works.
Simple answer, right? The problem lies with the line where phone B was plugged in, right? One would think.
As soon as I suggest this, Genius informs me that he's only switched the phones. Not the power adapters. Soooo Phone A & B work with phone A's power adapter, phone A & B do not work with phone B's power adapter. Okay, likely a faulty power adapter, I offer to set up an RMA and inform him that for this model, we'd need to send him an entire new unit, not just the adapter but it's under warranty, so no charges or anything like that. Most people would be ecstatic with this answer. With me so far?
Suddenly, he wants to bring the other power adapter in here and test it to be absolutely sure. But it's on the third floor, he's on the second. *Sigh* Ok, I'll hold.
Roughly five seconds later, Genius is back. Can't bring the adapter down because it's wired into the wall (huh???) and he needs wire cutters to free it (what?????)
Another five seconds later (that was quick) he has a power adapter and is plugging it in down here in this outlet. Now this adapter doesn't work. Okay, back to the faulty wiring theory. To be absolutely sure, I ask him to try a third outlet because I am convinced that it's the adapter. He tries both adapters and phones in a third outlet and both phones work on one adapter, neither phone works on the other adapter. We have a winner. Let's RMA that puppy and get Genius off this call that's already taken four times as long as it should have. Right?
Wrong.
Genius has a third phone of the same model (phone C). He wants to bring that phone (also on the third floor) down and test it and its adapter. Before I can tel him there's no reason to do that, he's got me on hold and comes back a few minutes later. Suddenly NONE of the phones are working with ANY of the adapters.
WTF has this guy done?????
I put him on penalty hold and go vent to our QC guy who is trying to explain something to a new guy, but the unit they were working on is rebooting, so I can bitch for a minute. New guy starts blithering on to me about the polarity and voltage and analog versus digital in this bizarrely-accented voice, speaking far too quickly and incoherently, as my eyes glaze over, he suddenly gets up and walks away. I give up and go back to Genius on the line, ready to tell him to take it all up to the third floor because there was a known-good outlet up there at the beginning of the call. He then informs me that he realized he was plugging the power adapters into the wrong ports on the phone, and that phones A & C are working on all power adapters in this outlet, and Phone B isn't working on any of them and he wants his RMA.
For this, Genius deserves to die.
How many times can I say I'm sooooooo happy I only deal with this four hours a week???
Ok, so Genius has two phones of the same model. One works where it's plugged in (phone A), one doesn't (phone B). He can get incoming calls on phone B, but when he tries to make an outgoing call, when he dials the first digit, it gives him a tone similar to a fax machine line.
Took the working phone and plugged it in where the non-working phone is plugged in. It now doesn't work in the manner described above
Took the non-working phone and plugged it in where the working phone was...now it works.
Simple answer, right? The problem lies with the line where phone B was plugged in, right? One would think.
As soon as I suggest this, Genius informs me that he's only switched the phones. Not the power adapters. Soooo Phone A & B work with phone A's power adapter, phone A & B do not work with phone B's power adapter. Okay, likely a faulty power adapter, I offer to set up an RMA and inform him that for this model, we'd need to send him an entire new unit, not just the adapter but it's under warranty, so no charges or anything like that. Most people would be ecstatic with this answer. With me so far?
Suddenly, he wants to bring the other power adapter in here and test it to be absolutely sure. But it's on the third floor, he's on the second. *Sigh* Ok, I'll hold.
Roughly five seconds later, Genius is back. Can't bring the adapter down because it's wired into the wall (huh???) and he needs wire cutters to free it (what?????)
Another five seconds later (that was quick) he has a power adapter and is plugging it in down here in this outlet. Now this adapter doesn't work. Okay, back to the faulty wiring theory. To be absolutely sure, I ask him to try a third outlet because I am convinced that it's the adapter. He tries both adapters and phones in a third outlet and both phones work on one adapter, neither phone works on the other adapter. We have a winner. Let's RMA that puppy and get Genius off this call that's already taken four times as long as it should have. Right?
Wrong.
Genius has a third phone of the same model (phone C). He wants to bring that phone (also on the third floor) down and test it and its adapter. Before I can tel him there's no reason to do that, he's got me on hold and comes back a few minutes later. Suddenly NONE of the phones are working with ANY of the adapters.
WTF has this guy done?????
I put him on penalty hold and go vent to our QC guy who is trying to explain something to a new guy, but the unit they were working on is rebooting, so I can bitch for a minute. New guy starts blithering on to me about the polarity and voltage and analog versus digital in this bizarrely-accented voice, speaking far too quickly and incoherently, as my eyes glaze over, he suddenly gets up and walks away. I give up and go back to Genius on the line, ready to tell him to take it all up to the third floor because there was a known-good outlet up there at the beginning of the call. He then informs me that he realized he was plugging the power adapters into the wrong ports on the phone, and that phones A & C are working on all power adapters in this outlet, and Phone B isn't working on any of them and he wants his RMA.
For this, Genius deserves to die.
How many times can I say I'm sooooooo happy I only deal with this four hours a week???
