this post was submitted on 27 Jun 2024
301 points (96.9% liked)

Memes

45728 readers
887 users here now

Rules:

  1. Be civil and nice.
  2. Try not to excessively repost, as a rule of thumb, wait at least 2 months to do it if you have to.

founded 5 years ago
MODERATORS
gary_host_laptop@lemmy.ml
sexy_peach@feddit.de
cyclohexane@lemmy.ml
cypherpunks@lemmy.ml
301
I wish this wasn't a real thing (lemmy.world)
submitted 5 months ago by ericbomb@lemmy.world to c/memes@lemmy.ml
20 comments fedilink hide all child comments
 

According to research ending every call with "Have I resolved all your issues?" Reduces how often people call back.

But yeah if you want to upgrade your product, it takes 5 inbound calls because of the steps. All but the last one could be automated.

I got yeeted.

you are viewing a single comment's thread
view the rest of the comments
[–] ericbomb@lemmy.world 41 points 4 months ago (3 children)

sigh

So I work for a large enterprise type software with a database. And because our installer is trash, we don't trust clients to do it. It's very common for the installer to error out with SQL error messages and we have to go fix things in the database. Think stupid things like if a value is null in one field, installer crashes.

So they call in, get paperwork for a test upgrade (we require they upgrade a test database first), then after they email that paperwork and it's approved by management, the call to schedule the test appointment happens. Then 3 days before the actual appointment, we can call them and transfer via Bomgar the files they need. Because we don't wanna give them the needed files early for... reasons never explained properly to me.

Then the actual install/upgrade call happens.

Then we do it all over again for the live.

Welcome to corporate policy that's been building over 20 years, and never cut back. Things get added to the install process, never removed.

[–] Leg@lemmy.world 7 points 4 months ago

I'm so sorry.

[–] PlexSheep@infosec.pub 4 points 4 months ago (1 children)

You probably don't want to mention what this product is called, understandable.

Why would anyone use that? Isn't it obvious that this can't be good?

[–] ericbomb@lemmy.world 11 points 4 months ago (2 children)

Well for the same reason lots of not great software is used.

It was once the best (or only) in the market, and now it'd cost literally millions of dollars to change in training/conversion/hardware changes. As long as we keep above the "We cause less damage than a change costs" folks stay.

[–] dubyakay@lemmy.ca 6 points 4 months ago

So it's SAP.

Just get a new job, man.

[–] AnUnusualRelic@lemmy.world 2 points 4 months ago (1 children)

I'm pretty sure that's how most corporate software stays afloat.

[–] ericbomb@lemmy.world 3 points 4 months ago

Well I did say "for same reason lots" XD so yeah, basically.

Then sales reps can rope in new people with "It's industry standard! It's easy to hire people who know this!"

[–] Diplomjodler3@lemmy.world 4 points 4 months ago

I hope you found a new job quickly but congratulations on getting out of that hellhole.