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Users.

This situation has been so *HEADDESK* that I have to blog about it.

So there's this woman, right. She logs a job because some of her mail isn't showing. She knows it's arriving because the total item count is increasing (this is Exchange mail in Outlook) but it's just not showing up in the inbox.

So we make sure her permissions to access the box are alright, I log into it myself, the mail is showing up fine for me and fine if she logs into Webmail to view it. So the mailbox can't be the issue.

So we keep trying different things. Eventually (they are in another city) I ask the local Desktop Support to go over to her PC and make sure everything is set up correctly. They find nothing wrong. Eventually they send me two screenshots - one of the mailbox on this woman's PC, one of the same mailbox on somebody else's (where it IS working). To prove to me that there is mail missing in hers.

First thing I notice: there is no little arrow symbol on the 'Received' column to show that mail is being sorted by date. Well, there you go. I email her and tell her it appears her mail is not sorted so she should click the column name to fix the issue. I also write a second email to desktop support informing them of my hypothesis.

WELL. I get this email back from The Woman telling me off for being so rude and assuming that she's not smart enough to figure out how to sort her mail! How dare I! (I didn't think my mail was rude... obviously I *was* asking a very basic thing to try, but I was sure that was the problem)

I write back and apologise. Sorry if it sounded rude, it was not intentional. I explained *why* I thought it might have been a sorting issue.

Ten minutes later, I get an email from desktop support. They went around to her computer, clicked the 'Received' column, and LO AND BEHOLD. The mail sorted itself properly and all the missing mail appeared! The woman had written back to me all angry without even TRYING what I had suggested. Because she thought SHE was right.

So a) Humbug at Helpdesk for assigning the job to us;
b) Humbug at Desktop Support for not figuring it out and giving it to Systems Services;
c) Humbug at users that think they are smarter than they really are.

I wonder if Angry Woman will email me back? :3

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Comments

( 17 comments — Leave a comment )
everflow
Jul. 8th, 2008 03:46 am (UTC)
I had to get out of tech because of things like that would make me so sick to my stomach, and possibly what caused my ulcer and anger management issues
artsangel
Jul. 8th, 2008 04:03 am (UTC)
The thing is, this job should never have even GONE to Systems Administration to begin with. It belonged squarely with Field Services / Desktop Support, but they were insisting on blaming the actual Mailbox and not something wrong with the users's setup.

Normally, we don't have to deal with end users :)
everflow
Jul. 8th, 2008 04:09 am (UTC)
of course that is right however in a bit of defence, unless they saw it first hand, customers what is the word I want to use, Yes that is it, LIE.

My favorite was, "is your computer on
Yes
ok can you go,
oh let me turn it on..." I knew that I was going to need the tums after that call.
enveri
Jul. 8th, 2008 01:55 pm (UTC)
A friend of mine works for a major online university and is one of their systems support engineers. He gets situations like this all the time. :(

It's sad how quickly people shuffle a problem up the chain without bothering to troubleshoot properly. :(
chaotic_state
Jul. 8th, 2008 04:03 am (UTC)
I stopped working as a tech because I live in smalltown, USA where people buy computers from chain retail stores, sign up for 3 ISPs because there are links for it on the desktop, and can't figure out why having their computer on a dial-up connection in the middle of a thunderstorm is a bad idea.

I feel your pain, hon.
artsangel
Jul. 8th, 2008 04:19 am (UTC)
My one consolation is knowing how silly Angry Woman must feel for not just doing what I asked and getting up on her high horse about it.
gala_silverstar
Jul. 8th, 2008 08:41 am (UTC)
this story sounds all too familiar to me. I am SO glad I don't work tech support anymore.

I've also had the people wanting me to walk through tech support while they were on their cell phone driving. *bangs head on desk*
saintentreri
Jul. 8th, 2008 12:24 pm (UTC)
As soon as I saw "total item count is increasing" I thought to myself "LITTLE BLACK ARROW, LITTLE BLACK ARROW." Sheesh. I get like five of these a day, it's kind of sad.
thejoefish
Jul. 8th, 2008 03:02 pm (UTC)
You see, I don't know how you're controlling the urge to E-mail her asking her if her inbox is working today?
that's what I'd do...
megguqt
Jul. 8th, 2008 03:42 pm (UTC)
She probably won't. She probably thinks the problem "fixed itself."
sjonsvenson
Jul. 8th, 2008 09:02 pm (UTC)
Sounds like my job.
kabochan
Jul. 9th, 2008 03:16 pm (UTC)
And Humbug at people who get angry at someone who's trying to help them!

Bless you for working in tech support. You people get no love.
plungek
Jul. 9th, 2008 03:20 pm (UTC)
Gotta hate it when people are too stuck up to take advice.
nillion
Jul. 9th, 2008 05:13 pm (UTC)
I'm sorry to say that I just find the whole situation hilarious.

I wonder if she misunderstood what you meant by sorting things by date, with only the tech support understanding the language correctly. In your line of work, I would assume that the translation from technical language to normal language is important, and even a badly put sentence could cause all manner of problems.
frostcrystal
Jul. 10th, 2008 02:39 pm (UTC)
I have to agree with Nil here. This is just too funny. xDDDD
risingshadow
Jul. 10th, 2008 03:22 pm (UTC)
...if she was having trouble getting new mail...how was she answering your e-mails? Web-based mail client?
(Anonymous)
Aug. 9th, 2008 04:53 am (UTC)
how job
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( 17 comments — Leave a comment )