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I used to be a retail tech (Talonetc.. can verify this) and I still talk to the ex-retail tech supervisor a lot and we both agree how the quality of many of the in store techs today has just gone down the crapper.
When we were techs, if we had an issue, the last thing we wanted to do was to log a ticket. We fixed it ourselves.
No more. Not only do a lot of them refuse to fix the issues, they not only know how but don't even know how to use the equipment in their tech rooms.
The proof came in today. I see some remote tickets for a piece of diagnostic equipment, we'll call it Lola (smal joke between some friends of mine and I). It tests cell phones (the ability to make, receive, and maintain calls). One got resolved very quickly, the second I had to dispatch to their local tech since I think it is a faulty cable and the third one.. well.... You be the judge.
I start off with emails going back and fourth and he gives me permission to remote into his PC, I open up Wordpad to use as a chat.
I get it configured and tell him to put a phone in Lola. He does and it doesn't test. I check further and I need some information (based on his communications network configuration). He doesn't know the information - no big deal, not everyone knows this so I tell him how to get it:
Me: On any phone, go to settings and then select phone info. What you need is in there.
Store Tech (ST): Oh, OK.
Me: It should be a 4 or 5 digit number, if it is 5 it will begin with a 0.
ST: I can't tell, the phone is inside Lola.
Me: Any phone programmed will do. Its specific on your local communications network. As long as it is programmed with a local number. (Well, it didn't need to be a local number but I didn't want him pulling it form a phone with a number for the other side of the country).
ST: it is programmed with a local number.
(long pause - I'm thinking he grabbed one).
Me: You can take it out and check it for the information.
ST: Oh. (long pause) There is nothing on the screen.
Me: (Thinking the phone is defective): It can be any phone, your's, a demo phone, the manager's phone, a customer's phone etc..
ST: It is my phone.
Me then go to settings and then select phone info and give me the information.
ST: (Gives completely wrong information - not even close, like you ask for a zip code and they give you their social security number).
Me: That's not it. One should be 4 digits and the other would be something like (gives examples).
ST: (Finally gives out the correct information).
I configure the rest of the program and tell him to test a phone. He says he doesn't have a ticket on the phone (they work on tickets) and can't test the phone (they can test phones though the ticketing system). I tell him to do it without the system.
ST: Can't do that, I need a ticket on it. It won't test without a ticket.
Me: Yes you can, (I show him how)
ST: That won't work.
Of course, I'm tired of this. I tell him exactly what to do and to put the phone in Lola. I run the test (remotely) and prove to him that it can be done.
When we were techs, if we had an issue, the last thing we wanted to do was to log a ticket. We fixed it ourselves.
No more. Not only do a lot of them refuse to fix the issues, they not only know how but don't even know how to use the equipment in their tech rooms.
The proof came in today. I see some remote tickets for a piece of diagnostic equipment, we'll call it Lola (smal joke between some friends of mine and I). It tests cell phones (the ability to make, receive, and maintain calls). One got resolved very quickly, the second I had to dispatch to their local tech since I think it is a faulty cable and the third one.. well.... You be the judge.
I start off with emails going back and fourth and he gives me permission to remote into his PC, I open up Wordpad to use as a chat.
I get it configured and tell him to put a phone in Lola. He does and it doesn't test. I check further and I need some information (based on his communications network configuration). He doesn't know the information - no big deal, not everyone knows this so I tell him how to get it:
Me: On any phone, go to settings and then select phone info. What you need is in there.
Store Tech (ST): Oh, OK.
Me: It should be a 4 or 5 digit number, if it is 5 it will begin with a 0.
ST: I can't tell, the phone is inside Lola.
Me: Any phone programmed will do. Its specific on your local communications network. As long as it is programmed with a local number. (Well, it didn't need to be a local number but I didn't want him pulling it form a phone with a number for the other side of the country).
ST: it is programmed with a local number.
(long pause - I'm thinking he grabbed one).
Me: You can take it out and check it for the information.
ST: Oh. (long pause) There is nothing on the screen.
Me: (Thinking the phone is defective): It can be any phone, your's, a demo phone, the manager's phone, a customer's phone etc..
ST: It is my phone.
Me then go to settings and then select phone info and give me the information.
ST: (Gives completely wrong information - not even close, like you ask for a zip code and they give you their social security number).
Me: That's not it. One should be 4 digits and the other would be something like (gives examples).
ST: (Finally gives out the correct information).
I configure the rest of the program and tell him to test a phone. He says he doesn't have a ticket on the phone (they work on tickets) and can't test the phone (they can test phones though the ticketing system). I tell him to do it without the system.
ST: Can't do that, I need a ticket on it. It won't test without a ticket.
Me: Yes you can, (I show him how)
ST: That won't work.
Of course, I'm tired of this. I tell him exactly what to do and to put the phone in Lola. I run the test (remotely) and prove to him that it can be done.
