Comment Re:Similar to my experiences... (Score 1) 853
For me working with a spin off of Symantec still in Eugene OR i have a better experiance, Even wit an emphasis on time and number of calls, We tend to solve 80% of the calls first time and most of the others require a bit of time so a call back (free for the most part, to finish it up.
Granted new techs tend to extend the time to fix, but with three weeks or so on software training and most techs over a year exp, I've seen little trouble in our office. Most if the Call Stats are ignored by the Techs anyway, I tend to just solve the problem and stats be damned. GOt uped to QA for my trouble as well, so seems to be working, AH! but time will tell what happens to us in the future.... But The article seems to be a BOFH snark-quest...
I would refer folkes to: http://www.ernestcline.com/airwolf/techsup.htm
Granted new techs tend to extend the time to fix, but with three weeks or so on software training and most techs over a year exp, I've seen little trouble in our office. Most if the Call Stats are ignored by the Techs anyway, I tend to just solve the problem and stats be damned. GOt uped to QA for my trouble as well, so seems to be working, AH! but time will tell what happens to us in the future.... But The article seems to be a BOFH snark-quest...
I would refer folkes to: http://www.ernestcline.com/airwolf/techsup.htm
