The script you’re about to read doesn’t detail how every interaction with a particular vendor’s tech support staff goes, but it’s very, very indicative and common…
Me: Hello! A problem has occurred with your product. Now, having worked with this product nigh onto a decade now, I’m aware of the usual issues and have gone through the knowledge base articles numbered Such and Such. I can confirm that the state of the usual problem-causing factors is nominal. I am looking for alternative avenues to pursue to remedy the problem.
Ticket: *remains unassigned for hours*
Me: Hello, Support Manager! I can’t help but notice that the High Priority ticket I submitted has gone unassigned. We, ah, kind of need this problem resolved ASAP.
Support Manager: I have assigned your ticket. Please be aware that we do not post support SLAs.
Me: That’s nice, but five hours without assigning a ticket isn’t about SLAs, it’s about “if we treated our clients like that, we’d be put out of business.” But whatever.
Tech: Hello, I have been assigned to your ticket. Judging by the environment, you should read knowledge base article numbered Such. It will resolve your problem.
Me: Had you actually read my ticket (*), you’d know that I already referenced and followed the instructions in that article. Next?
Tech: Have you tried rebooting the system?
Me: …yes. The system has been rebooted. Next?
Tech: You are using the wrong kind of credential (**). Change that and you’ll probably be all set.
Me: Tried that. Tried two variants of that, actually. Still not working. Next?
NewTech: I see that you are trying to use the product in a particular environment. Please see knowledge base article Such, it will remedy the problem.
Me: Hello, NewTech! If you’d read my ticket notes, you would know that I have already addressed the possibility detailed in the second article. Next?
And that’s where things stand.
(* – If I had a dollar for every time this vendor’s techs utterly failed to read the text of my ticket submission, I could treat both of my girlfriends and their families, all together, to a very nice dinner out.)
(** – This is a domain controller. The credential account was technically shown as a “local” account but since it’s a domain controller, its local accounts are domain accounts. Idiots.)