I have a slightly different experience. I worked in IT in my job before this one and I could totally fix my own problem except they have my workstation locked down behind software restrictions, firewalls and admin access that I’m not granted so that I can’t perform the fairly simple fix.
So instead, I call support, wait 20 minutes on hold, and get tier 1 support. I explain the issue and all of the steps I’ve already taken and what actually needs to be done, and that I only need them to do it simply because they have admin access and I don’t. They then tell me, step by step, to do everything that I already said I had done while they mouth breathe at me on the phone. Then, when those things shockingly don’t fix the problem when done all over again a second time, they escalate it to teir 2 and tell me I will get a call back.
So I sit on my thumb for 30 minutes to several hours. Then get a call back from a nerd who recognizes a fellow nerd as I explain literally everything all over again (because teir 1’s notes are a single 5 word sentence like “user says the thing broke”) and says “oh, yeah, you’re right. We just need to do that. Here let me remote in and do that real quick. Done.” And now my problem is fixed. Thanks, Austin, you’re the best. Please can I have your direct line for the future, so I can skip this other nonsense? No? I get it, but damn.
I just came back from my IT department right now. I had to change my laptop battery and it took 1.30h to do it. The battery itself is extremely easy to replace. Open the lid, remove the old one and insert the new one. That’s it, right? You wish.
My laptop bios is not compatible with this battery because it’s the 2.0 version, so I had to update it. But of course bitlocker didn’t agree with that. So I had to go bother them to update my bios, then restore the computer accepting that both bios and battery were safe, restart once more and check that it was all right.
I could have done all that by myself but I lack the permissions.
I have a slightly different experience. I worked in IT in my job before this one and I could totally fix my own problem except they have my workstation locked down behind software restrictions, firewalls and admin access that I’m not granted so that I can’t perform the fairly simple fix.
So instead, I call support, wait 20 minutes on hold, and get tier 1 support. I explain the issue and all of the steps I’ve already taken and what actually needs to be done, and that I only need them to do it simply because they have admin access and I don’t. They then tell me, step by step, to do everything that I already said I had done while they mouth breathe at me on the phone. Then, when those things shockingly don’t fix the problem when done all over again a second time, they escalate it to teir 2 and tell me I will get a call back.
So I sit on my thumb for 30 minutes to several hours. Then get a call back from a nerd who recognizes a fellow nerd as I explain literally everything all over again (because teir 1’s notes are a single 5 word sentence like “user says the thing broke”) and says “oh, yeah, you’re right. We just need to do that. Here let me remote in and do that real quick. Done.” And now my problem is fixed. Thanks, Austin, you’re the best. Please can I have your direct line for the future, so I can skip this other nonsense? No? I get it, but damn.
I just came back from my IT department right now. I had to change my laptop battery and it took 1.30h to do it. The battery itself is extremely easy to replace. Open the lid, remove the old one and insert the new one. That’s it, right? You wish. My laptop bios is not compatible with this battery because it’s the 2.0 version, so I had to update it. But of course bitlocker didn’t agree with that. So I had to go bother them to update my bios, then restore the computer accepting that both bios and battery were safe, restart once more and check that it was all right.
I could have done all that by myself but I lack the permissions.
This is my experience as well. Tier 1 is awful, and it’s a terrible job too.