You are a customer. You have engaged tech support in order to fix a fiendishly complicated problem. After much effort and a couple of false starts, the highly capable engineers that have been engaged on your behalf for no additional charge have found the solution to your problem. All you have to do is upgrade some software to install a fix to a known bug, a bug you most certainly are experiencing. This is a fact we have verified by letting you borrow, gratis, eighty-five thousand dollars of test equipment.
What do you do?
Do you:
A) Install the fix we tell you to install. A process that is non-disruptive, free, and requires the entry of a single command in each of the 15 boxes that need the fix. Total time? Maybe half an hour.
B) Bitch and moan on calls twice a week as to how arduous and painful the process is, and how you couldn't possibly complete it in less than six months unless major help is received. Further complain that it's taken three months to fix, even though they have spent fully half that time refusing to install it.
C) B, plus enlist the aid of your sales drones, who then inform the folks in support (like Yours Truly) that they "must" fly in six or seven highly trained engineers to perform this trivial operation. In addition, we are to provide an ironclad "guarantee" that this will solve all their problems forevermore and everything will work perfectly from here on out. We should provide this guarantee by magically assembling $4 Million dollars of equipment out of thin air in the test lab, and run a full suite matching their exact configuration by Wednesday (the day after tomorrow.)
With geniuses like this selling and running our gear, it's a shocker it ever works.
SirWired
What do you do?
Do you:
A) Install the fix we tell you to install. A process that is non-disruptive, free, and requires the entry of a single command in each of the 15 boxes that need the fix. Total time? Maybe half an hour.
B) Bitch and moan on calls twice a week as to how arduous and painful the process is, and how you couldn't possibly complete it in less than six months unless major help is received. Further complain that it's taken three months to fix, even though they have spent fully half that time refusing to install it.
C) B, plus enlist the aid of your sales drones, who then inform the folks in support (like Yours Truly) that they "must" fly in six or seven highly trained engineers to perform this trivial operation. In addition, we are to provide an ironclad "guarantee" that this will solve all their problems forevermore and everything will work perfectly from here on out. We should provide this guarantee by magically assembling $4 Million dollars of equipment out of thin air in the test lab, and run a full suite matching their exact configuration by Wednesday (the day after tomorrow.)
With geniuses like this selling and running our gear, it's a shocker it ever works.
SirWired
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