As someone who’s worked in IT, in corporate and not so corporate companies, it’s often not that the support techs don’t care. It’s that management doesn’t. In most companies, I was explicitly told to not care about certain things. If I cared too much and spent too much time on one single problem, to fix it for good, I was told off. As long as users could work in some way, it didn’t matter. Even if that included ineffective or costly workarounds. That kind of thinking has and will always rub me the wrong way.
This exactly. Which is why when the tech support didn’t want to file a ticket, I pushed for it to be filed. The product managers make the decision, and if they don’t see tickets it doesn’t exist.
Yeah support either doesn’t know or care. They just say, weird the website doesn’t work with your device. Do you have another computer?
As someone who’s worked in IT, in corporate and not so corporate companies, it’s often not that the support techs don’t care. It’s that management doesn’t. In most companies, I was explicitly told to not care about certain things. If I cared too much and spent too much time on one single problem, to fix it for good, I was told off. As long as users could work in some way, it didn’t matter. Even if that included ineffective or costly workarounds. That kind of thinking has and will always rub me the wrong way.
This exactly. Which is why when the tech support didn’t want to file a ticket, I pushed for it to be filed. The product managers make the decision, and if they don’t see tickets it doesn’t exist.