Jillian's Weekly Log
Date: Friday, 02/09/2016, 4:46pm
If corporate doesn't start communicating employee transfers to me, I swear, I really will quit. I came in yesterday to find a total stranger alone in
my
office, tinkering on
my
desktop computer. I almost called the cops but he was wearing a field tech uniform, so I played it cool. Long story short, they transferred Juan to the west side branch and sent me this new guy. Danny. He seemed like kind of a dullard and a blowhard -- I can already see myself having to let him go.
I'll have to make sure I keep close records for when he screws up so I can prove cause. We had a talk about him screwing around with my stuff and I sent him out on the day's calls. Plus side, I hate to say it but I think he might've done some good. The monitor refresh rate must've been off before or something -- noticeably smoother now.
Also, making a mental note to do training session on customer service. I'm pretty sure Danny could use it, and I know the rest of the field techs could. Customer complaints are even more through the roof than ever.
Jillian's Weekly Log
Date: Friday, 09/09/2016, 4:36pm
Spent two hours on the phone with our HP rep trying to get them to fix this week's shipment. What the hell good are HP-B0070098's when we ordered HP-B0070067's? They said they'll have it to us by Tuesday. Meanwhile, I get to field calls from furious customers wanting to know why their internet keeps dropping. Thanks, morons.
Training went as well as could be expected. Most of them don't take it seriously -- as if technical competence is the only thing that counts. The only one of them I have hope for is Danny, the new guy. He seemed half-asleep through the training, but even so...There's just something about him that I find trustworthy. Inviting. Respectable.
Still, his customer comments have been pretty rough ("slow" "didn't smile or show common courtesy" "leered at my teenage daughter"). If these keep up, I'll have to set my personal feelings aside and do the professional thing. We're meeting Monday to go over feedback and see if he can't be salvaged before it's too late.
Jillian's Weekly Log
Date: Friday, 16/09/2016, 3:18pm
Monthly meeting with corporate went about as expected. Still concerned about billable hours and pushing us to sell the new Light Wave bundle upgrade. *sigh* Like our field techs have sales backgrounds.
Met with Danny about the complaints. Went really well, actually -- he said he grew on people and to give it time, which I think is completely fair. He's growing on me, that's for sure. When I told him how much better my system was running since his tweak, he offered to take a more thorough crack at it. Took him a couple hours, but honestly, everything has run SO much better since then. I'm so much more focused and efficient on my computer, I barely even notice the time passing.
A lot of it is automated. There are some protections that stop me wasting time on social media and idle browsing -- which is useful, but he seemed to know how it would sting. So he added another routine that periodically displays ads and offers, the kind of thing I used to block but now... man, there are some amazing deals out there that I was missing out on. I'll have to find a way to thank him. Maybe have him over for dinner? (I wonder if he's single? That is, just so I don't cause drama for him. Not that I'm interested! (Unless he's interested, maybe...?))
Anyway, HP finally fixed the order Thursday. Had to threaten to seek another vendor before they took me seriously. Typical customer service rep, trying to dismiss me as a hysterical woman when really I'm just rightfully pissed off about his company's incompetence.