Tuesday, December 14, 2010

Rules? Who Needs Rules?

Today was interesting.  First off we had to pull Ben out of school after the school gave THE WIFE notice that he wasn't doing so well.  They felt like he isn't doing so well, blah blah blah...

Whatever, the writing is on the wall, so the boy is now home schooled for the rest of the year.

Now, in dealing with this, I got called by some managers about a site that is so angry. (Score one).  They are threatening to pull our server. (Score two).  They don't feel like they are getting good enough support. (Score three).  And several more sales depend on this getting fixed which will result in thousands of dollars in revenue. (TECH SUPPORT BINGO!!!!)

Here is the situation; our sever has a list of phones we have tested and deemed to be fully compatible.  The salesholes push the fact we are SIP based and that any SIP phone will work on our system, but tend to forget that if we haven't tested for full compatibility, there may be some things that don't work right.  This can be caused by things being implemented in different methods or a bug on one side or the other.  I admit, we aren't perfect, but we are pretty good.

The important thing is to remember if the phones have not been fully tested, we do not guarantee full compatibility.  Basically that is a big red flag which stops troubleshooting.  If it works on a phone that is fully tested and not one one that isn't, boom, we are supposed to punt the problem away.

So of course we have a HUGE site which just purchased our server with a bunch of Cisco SIP phones that are not on our fully compatible list.  Sure enough, there is a bug with the Cisco terminal.  Does our reseller call Cisco and demand they fix the bug?


They call us and demand we figure out some way to make these terminals which are not on our fully compatible list and have a bug (a bug that I have proven is legitimate and Cisco supposedly fixed several loads back) because THEY SOLD THEM TO THE CUSTOMER!

What's really sad.

Because cash is being threatened, I have been asked to try to figure out some way to make it happen.

Why make rules that you won't enforce?  Why not just say, sure we'll have our minion get right on it.

Whatever; you guys pay my salary.


Kimber Leszczuk. said...

Good luck with the homeschooling!

Justin said...

I'm understanding more and more why Tech Support isn't for everybody... and I'm starting to think it's not for me because, you know, I give a damn about things.

MamaTech said...


My life exactly. We do SIP phones too, and salesmen are supposed to push only the phones we support as well. That's not as much of an issue as the salesmen promising the moon and the stars to the customer and then driving tech support crazy when said moon and stars are not forthcoming.

Sometimes, I hate sales.

Houston said...

Mama Tech -

I need to get your email. I think we could definitely share some long painful stories.