OMG... don't you hate impatient customers?

[Chrono]

<rant> So this guys unmanaged dedicated server is on the fritz and he's requesting for emergency service. I called my manager and he told me that he has to wait until 9am for accounting to approve of such a service. I tell this guy that and he gets pissed at me and says that it is stupid that an emergency service is not available immediately. I'm telling him that things have to be pre-approved from accounting before we can do anything (guess they have to approve some type of rate or something) and he goes goo goo ga ga on me. This guy thinks he's being under attack even though he has a Cisco PIX firewall that was properly configured by us, plus his server shows no signs of any type of attack. BAH. Why get a dedicated server that is unmanaged, when you know nothing about servers and how they work in the first place? > </rant>

 

[SagaLore]

Although I'm sure this guy has no clue about servers - I will have to side with him on this one. Why do you have to wait for emergency service? What does an accounting department have to do with the business continuity of a client's server?

 

[dnuggett]

It is retarded to wait for emergency service. Your company runs things ass backwards. If I were him I'd take my business elsewhere, you obviously can't provide the level of service he desires.

 

[dabuddha]

Originally posted by: dnuggett
It is retarded to wait for emergency service. Your company runs things ass backwards. If I were him I'd take my business elsewhere, you obviously can't provide the level of service he desires.

Agreed. Shouldn't call it emergency service if it has to be approved by the bean counters.

 

[BriGy86]

i also think that the emergency policy is stupid

but the OP did have a point, why have a dedicated server that seems to be VERY important, if you don't know the 1st thing about taking care of it?

as for the customer, he shouldn't be mad at you personally

 

[purbeast0]

Originally posted by: Chrono
<rant> So this guys unmanaged dedicated server is on the fritz and he's requesting for emergency service. I called my manager and he told me that he has to wait until 9am for accounting to approve of such a service. I tell this guy that and he gets pissed at me and says that it is stupid that an emergency service is not available immediately. I'm telling him that things have to be pre-approved from accounting before we can do anything (guess they have to approve some type of rate or something) and he goes goo goo ga ga on me. This guy thinks he's being under attack even though he has a Cisco PIX firewall that was properly configured by us, plus his server shows no signs of any type of attack. BAH. Why get a dedicated server that is unmanaged, when you know nothing about servers and how they work in the first place? > </rant>

you would have lost my business at that point.

its called "emergency service" for a reason.

 

[zixxer]

Originally posted by: dnuggett
It is retarded to wait for emergency service. Your company runs things ass backwards. If I were him I'd take my business elsewhere, you obviously can't provide the level of service he desires.

If you did that to me I would take my business elsewhere. I think you may not understand that it's HIS ass on the line here... and that's probably why he went with your 'emergency service' crap

 

Emergency service means you're available in an emergency. He's having an emergency, your company is not available to take care of it.

Your company = :thumbsdown:

 

[loup garou]

To all of you guys jumping all over him:

What would you say if you purchased a server from Dell, but did not pay for 4 hour service? Would you then demand 4 hour service when a drive fails? You can bitch all you want, but they aren't going to offer you a service you didn't pay for.

I'm hoping Chrono's company has a similar support package system -- that would make his OP make sense. Otherwise, their support sucks.

 

[Albis]

but it appears as if the customer paid for emergency service

 

[loup garou]

Originally posted by: Albis
but it appears as if the customer paid for emergency service

It doesn't appear either way to me, actually...I've added a concession to my post above.

 

[Saulbadguy]

Its an emergency for the customer, not for the OP.

 

[SagaLore]

Originally posted by: werk
What would you say if you purchased a server from Dell, but did not pay for 4 hour service? Would you then demand 4 hour service when a drive fails? You can bitch all you want, but they aren't going to offer you a service you didn't pay for.

In that case, I would expect to pay out the butt for immediate service, but I wouldn't expect to pay out the butt if Dell told me "we'll get back to you tomorrow, we have to figure out what to charge you and get it approved by the marketing department".

 

[RagingBITCH]

You get what you pay for in IT.

 

[dman]

Is emergency service, in this case, something that people pay for in advance? If so I can understand why he doesn't get that level of service.

If however, it's something you can pay as you go ($250/incident) kind of deal, then the accounting part is wrong.

Lastly, yes, if he's got unmanaged servers then that should mean he's got resoruces that can do some support.