The Random Ramblings of mattfast1

Now that I’ve got your attention…

F* you, HyperQuality.

So now I have to explain myself. Well, on Friday I’m sitting there taking calls, and unbeknownst to me, I get QA listening to my call. It’s an authorization call, and a repeat call at that. Well, step 2 of troubleshooting is “Send a hit”, which is supposed to send any receivers on the account commands to reauthorize themselves. It takes about two seconds to send a hit using Dish Promo, one of the pieces of our account management software. However, the previous agent failed to send a hit, preferring to be lazy instead. They noticed the software on the receiver was outdated, so they had the customer update their software.

So, I’m working with the call, and the first thing I asked was the software version. Then I asked for DNASP information, the version of the firmware on their smart card. That’s about when I noticed, looking at previous notes, that no hit had been sent. So I sent the hit, and verified the receiver and smart card numbers, because at that point I didn’t trust the previous agent knew what they were doing, even though the receiver and smart card numbers were in their notes, I wanted to kill some time while the hit was sent.

Well, I did a hard reset, and it came back on like I knew it would. I made sure she could change channels, I knew it was resolved, and I also knew a 87-year-old woman didn’t know or care how it was fixed as long as it was fixed, which it was, so I didn’t bother to “summarize actions taken for resolution“.

Now I’ve got this 92% score which I KNOW I don’t deserve - I was quick, efficient, and arrived at the correct resolution following the steps laid out by engineering, unlike the previous agent. I solved this lady’s problem in 6:17 - with 1 minute being probing/verification, and a minute and a half waiting for her receiver to reset after unplugging it from the wall. I would call that efficient customer service, even though we made her repeat two pieces of information twice - Receiver CAID and Smart Card ID. Also, what really burns me is if I hadn’t have asked, they would have knocked me for not following the steps outlined in the CSCWeb, and probably for “not picking up the line of questioning appropriately”. HyperQuality is not supposed to be a Catch-22, it’s supposed to be a “you did this wrong” or “keep doing this shit, this is great” tool.

Funny thing? They tell us “well, they’ve done your job, so they know what they’re talking about”.

BS.

Now there’s a game I was good at.

Right, so I drag my butt up from bed far too early this morning, take a quick shower, then hop in the car for another fun-filled day making the local people coffee. At least, that’s what I think. Instead, I arrive at work to find my register at Starbucks in an obvious state of distress. Apparently, the tech guy was out working on the thing last night until 12:30, and he was scheduled to come back “in the morning”. So after several calls to the Target Client Support Center, which in turn generated calls to the tech, his wife, and his boss, he shows up at 10:00.

Around that time, Sue (one of the managers here) got the bright idea of sending myself and Nathan down to T-0933 (the old Parker store, closed so a shiny new SuperTarget could open just down the street) and helping them prepare all their merchandise for transfer off the sales floor into various other stores across the country. So we went down and started boxing up a couple aisles bound for T-2023 (the Lonetree store, just down the street). When we were done with that, we started on a pallet bound for T-0064 (the Boulder store) which was actually packed yesterday, and done COMPLETELY wrong. Apparently they just couldn’t get through to the english-as-no-language people who were sent, and they packed it so it appeared to the system as only ONE carton when there was, in reality, 20. So the entire pallet had to be voided, and re-scanned. So we did that until lunch, after which we were summoned back to our store.

Quite annoying, really.