The scenario: Working with one of our biggest vendors on the product that all of our techs (and several of our big clients) use every day on an annoying bug related to virus alert generation, I had to nudge our rep this morning because it’d been a week since any activity took place on the ticket other than a note that “this has been escalated to a feature specialist, you should receive an update shortly.”
By the by, if I had a dollar for every time I’ve received that bit of tech support boilerplate then I could afford to take both of my girlfriends out to a very nice dinner, each. I’m in the habit lately of updating tickets solely to ask, “Is it SHORTLY yet?”
Anyway. Our rep emailed back to say that he’d escalated us to the head of support, and that if I didn’t get some kind of response by the end of the day, I should notify him. Okay, great. I hate feeling like I have to play the squeaky wheel game, but at this point I just want the situation resolved. (For the curious: The antivirus system is detecting a false-positive “virus” file and generating two alerts into the system every two minutes for that lone file. We have to clear out thousands of alerts every day from the file… which, of course, I’ve left in place so the tech support guys can look at it!)
Ten minutes ago I took a phone call from their support staff. No, he wasn’t on the phone to help me with the problem. He called to tell me that someone’s looking into the problem and that I’ll receive an update via email when things are resolved.
So, I was contacted “by the end of the day,” considering that they’re on East Coast time and it’s coming up on 5pm there. Mission Accomplished. On the other hand… I just received the verbal equivalent of the email boilerplate!
Do you ever get the feeling that you were being placated… badly?