For years I have been begging people to embrace technology and make tech support more useful, I’ve already documented the rise of the mobile phone and with it the nuisance calls, but today technology finally arrived.
My colleague got an email from an engineer, attached to it were two items, the first was a photo of the outdoor unit including the model and serial number, so far so good. The second was and a short video of the pcb, the video looked like it had been shot by someone with a severe case of the shakes. It showed a single red led flashing once a second.
The email read “what’s wrong with my unit and what parts do I need to fix it”?
My colleague, being a patient man, rang this ‘engineer’ up - as is the norm he was not on site, had tested nothing and was not willing to return without a whole pile of bits.
I told him in this circumstance there was only one thing to do, go back to how we did it in the old days. We used to have two coins on the help desk. The first coin had a sticker on each side, one said outdoor, the other indoor. When idiot calls came in you flipped the coin, if it landed on indoor you told them to change the indoor board. If it landed on outdoor you took the second coin and flipped it. This second coin had the words pot, that’s old engineer speak for compressor and board. If it landed on pot you told them replace the compressor and if it landed on board you replaced the outdoor pcb.
This method never failed, the engineers just merrily replaced whatever you said and if it didn’t work they just rang in again.
Its good to see nothing has changed, only the technology to call it in.