[darkpuppet]

NOS2Go4Me,Jan 7 2008, 11:24 AM Wrote:That sucks Steve, but if your company can't be understanding of the fact that you laptop tanked... well, that just shows that they're being more than a tad stolid.

Sorry to hear about the death in the fam, that's never good and doubly so at Christmas. :(

Gimme a shout if you wanna talk some.
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yeah.. you'd think that an IT company would have a better way of dealing with workstation failures.. but they don't.

As part of their "Employee Driven IT Support", you have to troubleshoot the problem, then open a ticket.. for hardware issues like mine, you call another hardware support number. If you get forwarded to the number from the Help Desk automated switchboard, you'll invariable end up in Atlanta Georgia, and they can't do squat for you.

Eventually, you'll try the hardware number on your own for s***s and giggles, get the right person, and get a ticket opened for an emergency replacement, which will go to another support group which will ship it from wherever and you get your new chasis that you must swap everything into in 2-3 business days.

The smart move was eliminating deskside support, 'cause honestly, any employee can read through the scripts the help desk reads through and do the initial troubleshooting.

Where it fails is the addition of support desks to support emergency repairs that take 2-3 business days to do anything.

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As for the death in the family, the whole situation is weird. He's still chilling in a corner at the funeral home (going on a month now) waiting for his daughter to do something about it.... While I wasn't the closest to my uncle, he was my mom's brother, my grandmother's son, and my brother's role model -- and for a guy to 'disappear' and go forgotten like his daughter has let him hasn't helped the grieving process for those who really cared about the guy.