New computer day…

I’ve put it off for as long as I reasonably could, but today was the day that I finally was forced to send my venerable Dell Latitude E6540 into retirement. Sure, it was five year old tech cobbled onto a platform that’s design traced back to the early 2000’s, but I legitimately liked the big brick of a machine (when it wasn’t hopelessly crippled by security patches and software updates). Over the last dozen years I’ve probably had five different variations of this model and as much as it was big and heavy and generally clunky, it was a workhorse. I toted the E-series all over the country. The only times it ever crapped out on me was when I was working at the office… Which makes it about as reliable as any other coworker, really.

OK, so I’m just trading it in for a newer series Latitude from the same manufacturer and this updated unit as a few extra bells and whistles – some of which the powers that be who run the network haven’t decided to eliminate yet – but I don’t have a bond of trust with this generic black machine idling on the corner of my desk. I don’t have the same level of trust in its quiet, differential being that I had in my obnoxiously heavy silver companion.

It’s probably a better machine on all fronts, but the real problem is every time someone has given me a new computer, something horrific happens during the transition – half a decade worth of saved email disappears, the contents of My Documents disappears, various drives stop working, or the internet becomes “unfindable.” I’m waiting to see now what the form of my destruction this time around will be. Who knows, maybe everything will go swimmingly and the transition will be seamless… although based on historical experience that really does feel like the least likely of all available options.

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