A Good Example

Ha, this is classic. Today, June 3rd, some management guy calls me about the low marks I gave one of the support techs back 3 months ago!

So three months after taking a few moments of my time to respond to their questionnaire with honesty they call me. Gee, if it hadn't been the absolute worst support person (I won't call him a tech because he didn't do anything technical for me) then surely I'd have forgotten all about him after 90 days. Lame, guys.

So I'll go ahead and spell out the details here:
I call in regarding an issue, the queue randomly assigns "Joe" (names are changed to protect the guilty). Joe basically pulls some idea out of the air that "SLP" must be broken - so he fires off a new case to an "SLP expert" and he also fired off another case for some other reason that I don't recall now and won't waste time looking up.

The important thing here is that the SLP expert calls me up, we dig into this and the expert sums it up. We aren't using SLP and apparently it is not anything we need.

SLP Expert 1 point
Joe -10 points for utter failure on the shotgun formation. See the coach after the game.

Their random survery email just happened to strike on this case and so I had no problem being frank and honest in letting them know how poorly Joe ranked with regard to my case(s). I think the words "waste of my time" were noted in the comment.

Readers, I will say that many other support people at NotBackup I've worked with have been knowledgable, curteous and took ownership of the issue at hand. Over all I'd give the support staff an 8 out of 10. They are good people doing good work supporting a flawed product.