My much awaited call from the CSC help desk arrived this morning but despite valiant efforts the agent was unsuccessful, of itself neither A surprise or a concern. Later in the day I received a classic follow up call:
‘it is the help desk I ring because you have a problem where you cannot connect to the intranet’
‘how is this problem?’
‘well I cannot connect to the intranet’
‘ah so it is not fixed?’
‘are you at the office?’
‘can I connect remotely to your machine?’
‘you can try but your colleague failed this morning’
‘ah I will call again in some hours’
Needless to say no return call was received, several attempts to escalate and to resolve has ended up with a friendly field service guy telling them he has visited and it needs new hardware. The scary thing about all of these support services that we pay so much for is that they restrict field techs and reduce numbers so we pay for a worse service than we already had and we pay more for it.
Andy explained that last night his Pierre Marco White food blender had exploded and scared his wife, looking at the offending item it suffered the trademark failures of equipment that is MIC* (made in china) and was asking for this type of failure. Andy was all set to fire into the supplier but I coached him in the ways of debate, he should raise this serious safety incident for the benefit of other consumers rather than demand a replacement. Well I thought that I had him well schooled until I saw his planned letter which seemed to focus very much on a certain shaggy haired chef because ‘it has his name on it’ hopefully we will be able to avoid a full on stalking incident at a well known London restaurant!
I think Dr Evil has planted some software on my laptop, yesterday I viewed a website of a manufacturer of Tunnel Boring Machines which are truly feats of Engineering. Now today I received one of those calls where you are racking your brain to work out the caller’s identity, I knew the accent but couldn’t quite place him. I concluded it was an agent when he launched into his speech about meeting his client in London over Easter, he knew it was a bank holiday but they would send a car and it was all looking rosy. I asked who he was expecting to answer and he sheepishly replied ‘Derek’ so I explained I was not him, he apologised and ended the call. The odd thing about my wrong number? The client was the same TBM manufacturer, how did they know?
* Thanks Vicky