The Printing Problem
I’m currently working in the managed print industry. A customer logs a call saying no printing devices in a building are working, so it was definitely server/software related. I log in with their IT guy. The server is freezing and when logging in with a new account, and there is a disk space error. I inform the IT guy that he needs to make some space and we can then troubleshoot anything if there are issues once it’s done.
I then call the user who logged the call and let her know the issue. Unfortunately, she isn’t computer savvy, and it makes no sense to her. A depressing conversation occurs:
Me: Morning, just calling regarding your printing issue. It’s due to a server fault that your IT team members are looking into. They should hopefully have it resolved soon, which will likely resolve your issues.
User: Oh, well the printer still isn’t working, none of them are, this is URGENT.
Me: I understand, but your IT is looking into it due to a server fault and should have it sorted as soon as possible.
User: Ok, so when are you coming out to fix it?
Me: I would not be able to fix the machine on site. It is a server issue as it has run out of disk space. The IT guys are looking into it.
User: This is urgent. The ENTIRE site can’t print, what’s the ETA on the fix?
Me: I am not your IT so I am unable to advise. You would have to call them as they need to resolve it.
User: I need an ETA to inform the users and management.
Me: I’m not in your IT so I can’t give an ETA, unfortunately.
She then punted me over to her manager.
Manager: We need an ETA for the fix or send someone on site. I want this actioned ASAP.
Me: I’m not your IT. I’m from the managed print support company. The issue is with your server and your IT are looking to fix it. An engineer from us won’t be able to assist.
Manager: So you are categorically stating YOUR print engineer can’t fix the printer? What kind of support is this?!
Me: The issue isn’t with the printer, it’s with the server the print software is on, which your IT are looking to fix urgently.
Manager: No, the PRINTER is not PRINTING so it’s a PRINTER problem, we don’t have servers.
Me: You do have servers.
Manager: Why are you refusing to fix this? You can’t just say no! We have a support contract!
Me: Your IT fix your servers; we fix the printers and the software that’s on the server. You need to call your IT.
Manager: I’m escalating this to my director. Expect a call back shortly.
Click.