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

A case of the feels…

We’ve been wandering down the path of politically correct, overly sensitive molly coddling for most of my adult life. I was lucky I guess to catch the tail end of the last generation that was allowed to compete, win, lose, and sometimes feel badly about ourselves. Now we all get trophies just for showing up. We’re told that good enough is ok. And for God’s holy sake we must walk on every eggshell in order to avoid saying or doing something that someone, somewhere may find in any way offensive or objectionable.

So here’s my open invitation: If you ever find yourself in a conversation with me, just spit out whatever is on your mind. Don’t feel any need to mince your words or to use euphemisms to “soften the blow.” Be honest and forthright in your meaning – you know, the way our parents taught us. You’re not going to hurt my feelings because we’re grown adults and anywhere within my (admittedly limited) span of control you’re allowed – even encouraged – to have an opinion different than mine. On some level I might even find some of those opinions offensive. That’s ok too. Having your ideas challenged builds character. And believe it or not, having character and the courage of your convictions use to be considered a good thing.

Not now, though. What we want now is a world where we all think the same things, feel the same way, don’t rock the boat too hard, or heaven forbid, have an original idea that doesn’t march in lock step with whatever passes for the mainstream. Don’t offend anyone. Don’t hurt their feelings. Don’t dare express an opinion that isn’t approved, packaged, and sanitized for your goddamned protection.

There was a time we did great things in this country. It was a time when we were dared to dream heroic dreams… but it was also a time when we didn’t worry quite so much about bumps, bruises, and skinned knees – and when having a bad case of the feels wasn’t considered a mortal wound.