3 ms·

The employees deserve to be thrown under the bus for this imo. I’ve done support work, if any of them gave a shit they could have helped her, but they didn’t.

The employees deserve to be thrown under the bus for this imo. I’ve done support work, if any of them gave a shit they could have helped her, but they didn’t. Stuff like this suggests major cultural problems across the entire org (which includes employees like this). Probably major changes required to fix.

xattt 3y ago
I agree with this take for this specific situation. If they can check on the item location in a system, why can they not check the ground truth with another employee at the other location?
II2II 3y ago
In most cases, the employees don't have a choice. They are told to do things in a certain way. If they try do do things any other way, they run into a brick wall. Just consider the whole bit about calling the other airport. When they finally found a manager who was willing to override policy, there was no answer. (Accuse them of lying if you want, but there is a good chance they were being honest.) Oddly enough, it sounds like the run around was induced by software. Notice how they were intended to communicate by adding notes to a file. Presumably a system was put in place to manage the volume of requests they handle, only it didn't work properly or it isn't being used properly.
- gonehome 3y ago
  I don’t buy this - I’ve seen good support people solve problems despite system inadequacies. The guy in this story who said “your AirTag may be there but that doesn’t mean your bag is there” is the opposite of that type. Maybe they left a note in the file, probably they did nothing.
  - II2II 3y ago
    We have very little idea of how the conversations played out. Did the guy say that initially, or did he say that after being pressed after saying that they could not contact the other airport directly? The former suggests someone who does not want to solve the problem. The latter suggests that the customer had pressed on until they became the problem. It is easy to attribute malice to someone when the solution seems to be obvious. It is easy to imply actions or inaction when you have no basis for it outside of a feeling that doing X will result in Y. It's more difficult to see the consequences of that obvious solution. I spend a good part of some days tracking down and trying to resolve problems because of a combination of policies and software that sucks. Sometimes I make people incredibly happy because I accomplished something noone else could. Sometimes I leave people disappointed, not because their problems are unsolvable but because overstepping certain bounds will break things elsewhere. When I try placing myself in the airline's position, I'm seeing a situation with broken policies and procedures, but also of incredible consequences if circumventing thos policies and procedures was the norm.

xattt 3y ago

I agree with this take for this specific situation. If they can check on the item location in a system, why can they not check the ground truth with another employee at the other location?

II2II 3y ago

In most cases, the employees don't have a choice. They are told to do things in a certain way. If they try do do things any other way, they run into a brick wall. Just consider the whole bit about calling the other airport. When they finally found a manager who was willing to override policy, there was no answer. (Accuse them of lying if you want, but there is a good chance they were being honest.) Oddly enough, it sounds like the run around was induced by software. Notice how they were intended to communicate by adding notes to a file. Presumably a system was put in place to manage the volume of requests they handle, only it didn't work properly or it isn't being used properly.

gonehome 3y ago
I don’t buy this - I’ve seen good support people solve problems despite system inadequacies. The guy in this story who said “your AirTag may be there but that doesn’t mean your bag is there” is the opposite of that type. Maybe they left a note in the file, probably they did nothing.
- II2II 3y ago
  We have very little idea of how the conversations played out. Did the guy say that initially, or did he say that after being pressed after saying that they could not contact the other airport directly? The former suggests someone who does not want to solve the problem. The latter suggests that the customer had pressed on until they became the problem. It is easy to attribute malice to someone when the solution seems to be obvious. It is easy to imply actions or inaction when you have no basis for it outside of a feeling that doing X will result in Y. It's more difficult to see the consequences of that obvious solution. I spend a good part of some days tracking down and trying to resolve problems because of a combination of policies and software that sucks. Sometimes I make people incredibly happy because I accomplished something noone else could. Sometimes I leave people disappointed, not because their problems are unsolvable but because overstepping certain bounds will break things elsewhere. When I try placing myself in the airline's position, I'm seeing a situation with broken policies and procedures, but also of incredible consequences if circumventing thos policies and procedures was the norm.