[pcductape] Re: How do I stop Windows Installer?

  • From: Wizard@xxxxxxxx
  • To: pcductape@xxxxxxxxxxxxx
  • Date: Mon, 5 Apr 2004 12:42:45 -0500

Quoting Victor Firestone <vlfll@xxxxxxxxxxx>:

> Scott,
> 
> Actually they have to work on the assumption of "common lowest 
> denomonator" and that unfortunately is "presumably ignorant" - otherwise 
> the problem is escalated to the higher echelons [where people like me 
> sit] and we hit the roof if a problem is thrown at us which turns out 
> was some silly oversight made by someone on the way up. [Normally there 
> are a couple of ranks this goes through till it gets to me]
> That is why on most tech support set-ups they have strict guidelines 
> what they have to ask and what they have to run you through before the 
> problem is passed on - hopefully till it is solved.
> The main reason being that they do not want the top staff to work on a 
> case and then waste time going through all those "beginners" steps which 
> are quite time consuming, but rather start from a certain point half way 
> through, secure in the knowledge that all the "beginners" tests have 
> already been done. Senior tech salaries are quite high, they mostly do 
> other "more important" stuff besides solving users problems and it is 
> also very frustrating for the senior techie to try to solve the problem 
> and then find that it is something very minor that should have been 
> solved a long time ago, not to mention the fact that many times if it is 
> escalated to senior techies, either the techie has to drop what he is 
> currently working on or the user is going to have to wait till the 
> techie can stop what he is currently doing and can find time for him.

In this case, there was no upper level; they were referring him to Microsoft for
a problem that they should have researched themselves, IMO.

--Scott.

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