Don't lie
Posted : Friday February 20th, 2009

As a general word of advice for IT support people the world over.

Don't lie.

I can't be any clearer than that.

I've had a running battle with a fairly inept outsourced IT support company this past week. The stunning lack of competence is not good, the lying is making it all much worse.

The lying started when the issue was first reported and the response was that they (support company) had not made any changes, which they in fact had. That might be forgivable but as various attempts at jargon-speak and garbled information came along I asked days ago for them to stop that. Such nonsense would probably fool most people but it wasn't going to be fooling me.

Today the person responsible for the ticket decided to escalate it both internally (to their management) and externally (with the management at the company being supported). Sadly they did so with seemingly the intent of making me look bad but yet managed to get several major technical details totally wrong.

I somehow don't feel I should be having to explain how internet e-mail works to an IT support company in order to get an e-mail support issue resolved. Nevertheless if the IT support company doesn't know then stringing a collection of terms you don't understand together in the hope of appearing expert is really a mistake.

Especially when I already asked for such nonsense to stop.

It would be great if you know but if you don't know for god's sake don't try and pretend like you do. Good advice at any time, but even more when dealing with someone who clearly does know.

Tags

advice  inept  IT  support 

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Business  Personal 

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