HPE "support" strikes again...
I have had a support ticket open w/ HPE, which was opened last week Monday. Due to a surprise sick day, and a support rep that appears to not be able to read the case history, my issue is not yet resolved. Today, I received a phone call from the rep.
I was told that he must close my ticket today, and that if I still need assistance, that I would need to open a new case (and reference the old one). He was told by his manager that the issue had to be closed today.
Now, I have a new ticket open, and I spoke with a different manager who assures me that it is NOT company policy to do this. I certainly hope it isn't. I really hope it was a miscommunication somewhere along the line, and that "closing it today" was supposed to mean "get it resolved today." But if the technician really ends up getting that message that a ticket has to be closed and not resolved, and doesn't question it...
I'm glad this happened at the end of my day, because I don't think I can handle much more stupid today.
"Never attribute to malice that which is adequately explained by stupidity."
UPDATE: I'm getting a new L2 tech. I'm pretty sure the old one got chewed out thanks to my discussions with a manager.
Posted Apr 18, 2017, 8:32 PM UTC · edited
I've had this happen quite a few times with HP. Usually it is because there is an overzealous "manager" on HP side who puts pressure on them to have low resolution times; one guy's guess was the managers get some kind of bonus based on low closure time metrics.
That's my assumption. I'm also guessing there was some kind of misunderstanding. Manager may have said "This has to be closed today" but meant "Get this resolved today." I think that's the most likely situation.
Just obnoxious that I had to jump through hoops to make this known. The tech was very insistent.