OFFICIAL ESCALATION PROCESS (e-mail):
[me] dear support, today i've tried to login to my laptop and it tells me that my username / password is not correct. Could you please help me? Please reply to this mail address as I can't access my laptop nor webmail as the password seems to be expired..
15 minutes later....
[support] A new ticket has been created with the following details:
Ticket No : XXXXXX
Requester : me
Category : Infrastructure Services
Type : Services
Item : Email Submit - Services
Short Description : username / password is not correct
25 minutes later....
[support] Updated Ticket Status:
Ticket Number XXXXXX has been ASSIGNED TO YYYYYYYYYY - team A
10 minutes later....
[support] Updated Ticket Status:
Ticket Number XXXXXX is now WORK IN PROGRESS by ZZZZZZZZZZZZ - team A
5 minutes later....
[support] Updated Ticket Status:
Ticket Number XXXXXX has been RE-ASSIGNED To Team B
22 hours later....
[support] Updated Ticket Status:
Ticket Number XXXXXX has been ASSIGNED TO YYYYYYYYYY - Team B
3 hours later....
[support] Updated Ticket Status:
Ticket Number XXXXXX is now WORK IN PROGRESS by YYYYYYYYYY - Team B
20 minutes later, my phone rings:
[support] "Hello "me" this is YYYYYYYYYYY from the support team B, i'm working on your ticket and i need you to read me what you currently see on your screen"
[me] i read the usuall windows message "The username or password is incorrect" that shows when the username or password is incorrect and a "ok" button underneeth. I guess that the reason is that the password expired or similar, as i'm SURE i'm using the right login / password
[support] what login are you using?
[me] XYZXYZXYZ, password XYZXYZYXZYXYZ the usual one
[support] mmmm.... (silence)
[me] listen this is getting really urgent as i can't even check my emails and because the mobile phone gives the same problem (incorrect password) it means the password is exprired and you simply need to reset it....
[support] can you please send me a screenshot of your screen?
[me] ...?!?!?! are you serious? if i can't login how can i take a screenshot? (laughing) i can send you a picture of it if you really feel you need one!
[support] Yes please
10 minutes later, i sent them this picture (guess which finger is that!):
[support] Ticket Number XXXXXX which you submitted has been RESOLVED.
Please see the Solution listed below. Your password has been re-set. Your new password is "ZYXZYXZYX"...
Done. Total time: 26 hours and 40 minutes (rounded)
UN-OFFICIAL ESCALATION PROCESS (messenger):
[me] Hey dude, could you please reset my password? it expired this morning and i need to check my emails
[dude] hey friend, yes, give me 5 mins and i'll be right back
2 minutes later....
[dude] ok so what was your password?
[me] XYZXYZYYZXYZ
25 seconds later....
[dude] ok i've re-set it...
[me] great! let me try it...
Done. Total time: 145 seconds (not rounded)...
Then people wonders why they don't like to use the official escalation process....
