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An upside to a down economy - Dan the Serene
November 8th, 2009
07:58 pm

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An upside to a down economy
I know some other folks here have had unusually positive helpdesk experiences lately. I just had a good one with Verizon Wireless. I suspect the economic downturn has possibly forced well qualified people into helpdesk positions they wouldn't normally take. A bummer for them, but I could really get used to dealing with well spoken professionals who actually know more about my equipment than I do.

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From:jonfmorse
Date:November 9th, 2009 01:16 am (UTC)
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So, here in bumfuck West Arkansas, our local phone service is with one of those little outfits that was never part of Ma Bell. We've been having some issues with the DSL line, and I have been absolutely gobsmacked at how competent the helpdesk reps have been. I mean, as in, they actually know their shit, and it's obvious they're not just flipping through a laminated troubleshooting guide; they've been able to take what I'm telling them and flow with it rather than constantly trying to steer the discussion back to their scripts.

In fact, upon realizing that I actually know what I'm talking about (I think my former occupation is plastered all over their ticket history on the problem, to be honest), it's seriously been like talking to a fellow sysadmin.

The tragic part? Three calls ago, the guy on the phone was talking to me about how on the uber-highspeed DSL lines, they actually put a trap filter on the line in the outside phone box. Turns out that our problem all along was that the install tech... didn't do that. So in this case, the guy on the phone knew more about shit than the guy in the field, which is damn near unheard of.
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From:dantheserene
Date:November 9th, 2009 01:25 am (UTC)
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It's almost confusing isn't it? Like you have to change mental gears on your side from "phone monkey" to "fellow professional".
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From:jonfmorse
Date:November 9th, 2009 01:30 am (UTC)
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In contrast with the days when Verizon's phone monkeys used to insist that in order to troubleshoot my problem, I'd have to plug the DSL line directly into my computer, load up their (never installed) connection software, and reboot? Oh, yeah.
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