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Haven't posted here in a while, but I just had a doozy from our level 2 department. To clarify, for those of you that don't know/remember me, I do tier 3 work. Tier 2 is basic tech support, tier 1 is customer service. Yeah. So I get this call...
Me: "X Company level 3, this is Sage speaking."
T2: "Yes, I've got a customer here who appears to have a bad bin file.(1)"
Me: *checks, everything appears to be fine* "As far as I can tell, this modem should be working just fine. The bin file appears to be correct and is correctly reflecting the information on the account."
T2: "Well, on my end, it's not saying that."
Me: "Sorry, I don't know what to tell you. It looks okay over here. What troubleshooting have you done so far?"
T2: "Well, I saw the bin file, then transferred to tier 1. They said everything was okay too, so they transferred me over here."
Me: "Well, they were right; it looks fine here."
T2: *getting impatient and angry that I won't accept the call* "Well then, what do you suggest I do?!"
Me: "...Troubleshoot."
T2: "HOW?!"
Me: "So you mean to tell me the bin file is preventing you from doing basic troubleshooting?"
At this point he was tongue-tied, stuttered, got frustrated, then hung up. Unbelieveable. The tier 2 group has become completely ridiculous and full of uneducated slackoffs. That's especially hard for me to say as back in 2003 I worked as a tier 2, so yes, I know the job is tough, especially if you're new, but that situation was absolutely unacceptable.
1. Bin files dictate what services are going to a modem like digital phone, speed of Internet service, etc.
Me: "X Company level 3, this is Sage speaking."
T2: "Yes, I've got a customer here who appears to have a bad bin file.(1)"
Me: *checks, everything appears to be fine* "As far as I can tell, this modem should be working just fine. The bin file appears to be correct and is correctly reflecting the information on the account."
T2: "Well, on my end, it's not saying that."
Me: "Sorry, I don't know what to tell you. It looks okay over here. What troubleshooting have you done so far?"
T2: "Well, I saw the bin file, then transferred to tier 1. They said everything was okay too, so they transferred me over here."
Me: "Well, they were right; it looks fine here."
T2: *getting impatient and angry that I won't accept the call* "Well then, what do you suggest I do?!"
Me: "...Troubleshoot."
T2: "HOW?!"
Me: "So you mean to tell me the bin file is preventing you from doing basic troubleshooting?"
At this point he was tongue-tied, stuttered, got frustrated, then hung up. Unbelieveable. The tier 2 group has become completely ridiculous and full of uneducated slackoffs. That's especially hard for me to say as back in 2003 I worked as a tier 2, so yes, I know the job is tough, especially if you're new, but that situation was absolutely unacceptable.
1. Bin files dictate what services are going to a modem like digital phone, speed of Internet service, etc.
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