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Customer recently complains they lost access to their storage. Their network switches are running code 5 years old, and they let the warranty (an therefore their entitlement to support) lapse years ago.
As a courtesy, I look at their logs, and come up with some questions, along with the statement that I don't see anything offhand that indicates a problem. I ask for some additional logs, and other information on their outage.
I get back a nastygram about how they looked at the logs themselves and they knew I wouldn't see any issue. After more *Blargle!* about how they had this huge outage (despite the fact their logs showed 80% of their crap was online) they tell us that they don't want us to focus on the logs, they want us to focus on the "problem."
And exactly how do you propose we do that, Mr. I Know Everything Customer? Meditate? Hold a seance? ESP?
My reaction: Not what the customer hoped for. I tell him that since he's unsupported and out of warranty, there's nothing more I can do.
There is, in fact, more I could do, but since he's going to be such an ass about it, he's on his own.
SirWired
As a courtesy, I look at their logs, and come up with some questions, along with the statement that I don't see anything offhand that indicates a problem. I ask for some additional logs, and other information on their outage.
I get back a nastygram about how they looked at the logs themselves and they knew I wouldn't see any issue. After more *Blargle!* about how they had this huge outage (despite the fact their logs showed 80% of their crap was online) they tell us that they don't want us to focus on the logs, they want us to focus on the "problem."
And exactly how do you propose we do that, Mr. I Know Everything Customer? Meditate? Hold a seance? ESP?
My reaction: Not what the customer hoped for. I tell him that since he's unsupported and out of warranty, there's nothing more I can do.
There is, in fact, more I could do, but since he's going to be such an ass about it, he's on his own.
SirWired
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