Field support

Our onsite service was contracted out to a company called Bell Atlantic.
Home of both the stupidest and the brightest techs out there.

Stupid tech scenario: Telling the customer that you had never seen that particular model.
Had no training on it.
And did the customer have any idea how to open the unit?

That really impressed the customer.

Some where very good.
But their stories are rarely funny.

The BA tech was only required to swap the failed part. No testing, no diagnostics, nuthin'.
Like changing a spare tire and leaving.

This really irritated a number of people.
Often the problem was misdiagnosed in the first place and the replaced part didn't fix it.
The customer wanted the BA tech to stay and fix it.

Nope. Can't do it. It's not in the contract.

One tech changed out a part. Problem not fixed. He told customer.
Customer said: "Stay and fix it."

Tech: No

The customer, being rational, took the next logical step:
He kidnapped the tech.

This was a business, the computer was in an internal room with a deadbolt.
The customer locked him in there until he fixed the computer.
Luckily the tech had a cell phone. He called us.
We said: Call the police.
He did. Customer was arrested for false imprisonment.
And the computer still didn't work.

One tech refused to enter a house to do the repairs.
Customer complained bitterly.
We found the tech, asked him why.

His answer:"The man answered the door nude and carrying a shotgun. I decided to leave."

Yup. I would too.