Re: Dog eating dog
My colleague who sits adjacent to me now does all the plant equipment IT & I do the standard stuff here & at other sites. Had a recent phone chat with our "Highly Paid" contract representative about the fact it took upwards of 90 minutes, + photos & event & supplies logs, coupled with answering the most pointless of "troubleshooting" questions before we even got a tech on site, who would then have to order up all the parts requested at the outset as the fault fad already been diagnosed.
He was stunned to listen in to a conference call to demonstrate the 40 - 60 seconds it took to log a typical call with we "CAN bOok you in Now" call desk.
I have now a set piece of speil to at least cut it down to 45 mins from our contract wording....
We have the right of first refusal, the equipment is in a production area which cannot be taken out of service unless pre-booked in advance, there is a expectation of the troubleshooting procedures to be taken in advance & I have the event, supplies & configuration logs along with any photo's ready to be emailed up to the tech support representative.
Even so the tech still turned up with only half the parts on Friday, returning on Monday & even phoned in a second repair for the other printer ticket I had while on-site.
My colleague has another less subtle approach once he is sufficiently riled & that doesn't take long.
"Do you know what we do here, the normal printer guy you send out is of the same ethnic grouping as you (from your accent), send him with the parts I want fitted so the printer is up & running after his first visit & he gets out asap, unless you & he want the pleasure (& presumably later experiencing the wrath) of multiple visits walking through a floor with various body bits of your gods as they are being slaughtered & turned into something tasty."
There's usually a pause & a quick call to action.....
The icon is chosen purely for it's tag on selection....