Tuesday, August 4, 2009


Why is it so hard to demonstrate to tech support people that you know what you’re talking about? I guess it’s because they normally deal with people who don’t know what they’re talking about. I’m sure a lot of those people immediately say they know what they’re talking about.

But I do. In fact, I know more than both the senior guys on the other end of the line. But I get to listen to the polite one have me conduct useless tests and the defensive one tell me my network setup is wrong when he doesn’t really have a handle on networking.

It starts when defensive guy comes to upgrade our stuff. He logs into the provider-owned router and sees some settings he doesn’t recognize so he deletes them. Doesn’t even question their existence. That device was subsequently determined unnecessary and removed but the missing functionality was never configured elsewhere as appropriate. Because the guy assumed it was a mistake and not critical configuration.

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