An open letter to the Enterprise Service Desk…

To Whom It May Concern,

On May 31st I called the Enterprise Service Desk to request support with an ongoing issue of frequent restarts, freezing, running checkdisk, and random problems within Office software products. This was a follow up to a previous call made on March 9th for a similar issue where I was told to call back if the problem happened again. A help ticket was opened as a result of my call on May 31st.

On June 7th, my ticket was closed because it had been “resolved.” No one from the Network Enterprise Center or local IT customer support contacted me on this issue. In addition to this being a missed 3-day response time under the terms of the service level agreement, it also has the dubious distinction of being blatantly false. My issue has not been resolved and my computer performance continues to exhibit the same behavior.

I once again contacted the Enterprise Service Desk on June 7th and was informed that the original ticket from May 31st could not be reopened. The representative I spoke to then opened a new help ticket and the clock started again on a new “3-day” response time. With a computer under warranty exhibiting these troubles, the “no brainer” response should be issuing a new machine and sending the broken/defective equipment back to the manufacturer. I consider this service absolutely unacceptable. I’m simply appalled that I’m now in the second week of trying to achieve more than a “phantom resolution” to my issue.

Regards,

Jeff

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s