But this isn’t worthy of a pitting, not really. Just something I have to vent a little.
I work a full time job in Customer Service, but I also moonlight as an On-Call IT guy for residential and small business customers. Last night I had a scheduled job for a family who cannot connect using their Verizon DSL, and their computer has been locking up. This apparently happened suddenly, a couple days ago.
So, I show up early. It was your typical Middle Class family with four kids ranging in ages from 6 to 16 years old. I go over to their computer, and guess what? Spyware and Adware everywhere. This was the typical situation where this family knew just enough to cause a lot of damage to their computer, but didn’t know enough to fix it. It was atrocious. So I knew what to do.
But, the kids are climbing all over me, the parents are firing questions at me. Everyone was interrupting everyone else before any questions could be answered. Using hindsight, this is where I should have taken control of the situation and told everyone to sit down, shut up, and in a couple hours I will have their computer working like the day they took it out of the box, with connection to their Verizon DSL.
But, no, I did not do that. I was like a Bobble Head bouncing back and forth between questions. My frustration level was growing. I used a free utility that I favor to get rid of the Spyware and Adware. I uninstalled the rest of the bad stuff.
Again, using hindsight, that is when I should have reinstalled their operating system, and then the Verizon DSL software, again. That would have fixed the problem. It would have taken atleast an hour, but it would have fixed the problem.
The husband says, “Hey, while I have you here, I have this other computer over here. The McAfee isn’t working anymore, and some Porn sites keep popping up.” So, now I’m bouncing between the two computers.
I look at the clock…What?! I have been here three hours already and haven’t accomplished anything beneficial for this family yet? Panic starts to set in.
Then I chose an Easy Out. Blame Verizon. I called Verizon, scheduled the family an appointment to have the Verizon people come and check all of the hookups from the street to the computer, and reinstall the software for them. I don’t think that this would cost them anything extra. I hope this won’t cost them anything extra.
So here’s the bottom line. I am a very capable IT Guy. The problems that I see are pretty routine and repetitive, just like this one. I have a solid set of solutions that fix 99% of these problems. I am one of the few people like myself that actually travels to the customers’ houses to fix the problem on-site. I also charge a flat rate as opposed to my competition who charge by the hour. In other words, I charge less than my competition.
But I felt very much on the defensive. I got panicked and frustrated.
But I feel guilty. I didn’t accomplish anything of that much value. They were not on the Internet when I left, and now they have to wait two days for the Verizon people to show up.
In short, the job last night was very unsatisfying for both parties. IT work is something I take pride in doing, and doing well. I have a pretty good reputation in most circles. There were customers that I kept going back to time after time, without being paid, in order to fix a simple modem problem. But I cannot bring myself to go back there. I cannot even bring myself to call them and help them out over the phone. My only solace is that Verizon will get out there sometime to further fix the problem that I only began to fix. I took my check and left.
Goddamn it, sometimes I am no better than a stupid Contractor. I am sure that I will never get a call from them in the future, that is, unless they call to complain.