I work for a huge financial company which is in the processing of merging with another huge financial company. (The resulting company, it is wagered, will also be huge.)
I am an employee of "Legacy" West company but to do my job I need a small, nonthreatening software app - an East-proprietary database client (which will be fully Webbified by year-end) - installed on my PC. Due to a remodel, I've had to move among three different workstations, each with its own PC, and I've had the app installed on the previous two, somehow, by our company-wide tech help desk (let's call it Techland).
So I am at my third and permanent station, and I called Techland, expecting a graceful repeat of what happened a coupla weeks ago regarding my interim workstation: Natasha (i.e., a competent tech specialist) answered, I 'splained the situation: the program & its .exe installer are on my hard drive, downloaded in a snap from the East's intranet, it's just that I can't run the installer as I don't have admin rights to the PC. An admin will have to remote in and run it for me. Natasha brought an Alan on the line, Alan, brimming with competence and Southern hospitality, remoted in and got the app installed. BOOM!
No such repeat was in the cards last week. I called Techland and got a slow-talking dude who schlepped me through a red-tape wilderness of opening an official Service Request (I have mountains of testimony from Techlanders before him that no SR is needed for this; it's an in-house app and it's on my drive already). I explained, with rapidly heating temper, that I've opened SR's for this exact process before and that the response from Techland has always been "You don't need an SR, just call Techland and they'll remote in." Slowpoke brought someone else on the line who talked of "troubleshooting the problem," which told me I was dealing with people who didn't even understand in the broadest sense what was being requested here.
I came in to work tonight (I work Wednesday through Sunday) and got an email from ANOTHER Techlander, referencing the SR that Slowpoke opened and saying something like "the app you have mentioned isn't on any of our servers, please provide the correct path." My temper being what it is, I was tempted to say "I'd love to provide the correct path, but I'm not a neurosurgeon and it's going to take one of those to open your FREAKIN cranium and correct the paths inside THAT blamed thing...." Well, somehow I stayed myself from saying that.
I called Techland again tonight hoping for Natasha, but I got someone else and decided to take my chances and see if he was shmartperson. He was; and got the app installed in a few minutes, sans probs.
So now, I wonder what I should do with the email from that other Techlander.
a. Respond "This matter has been resolved now, Thank you."
(problem: they might respond, "How?" and for all I know I'll get shmartperson in trouble (which, knowing some of these Techland clowns, he might not even deserve to be in trouble, but they might give him headaches about it anyway)
b. Do not respond at all. The g-d knuckledragging red-tape-dispensing non-process-understanding each-other-conflicting chowderheads have been giving me BAD information at every other turn, and obviously didn't listen to the information that I gave them three to five times on the phone over the past two weeks, why bother giving them any more information?
c. Respond "I mentioned several times on the telephone that this does not involve any server-side applications; this is an East-proprietary app that ALREADY RESIDES ON MY HARD DRIVE and needs to have its installer run by an admin.
(this is of course completely unnecessary since the work is done, but it does communicate to these people that they didn't understand the problem. It's kind of an ongoing problem with me, come to think of it, the belief that I can rebuke people into being smarter...)
[Edited 2011-05-04 18:54:34]