Re: User problem: needed to be escalated.
I think you guys need to tread carefully
66 posts • joined 11 Oct 2013
Hats off to Phillippe! Oh I wish I could do the same
The school I'm a minion at has network drives mapped to every computer in the school, especially the staff laptops. This is important as the network drives are backed up every night. The laptop local drives are not. Staff are told on day 1 never to save important work the the desktop or anywhere else on the C: drive as in the event of a drive failure or worse, all the data will be lost forever.
Enter Mrs "Don't tell me what to do, my husband knows computers!" She came into work one morning to say that she'd lost her laptop. Actually, she'd been to the pub leaving the laptop bag on the back seat of the car in full view. Oddly enough, when she got back to the car the rear window was smashed an no laptop. The boys in blue were duly summoned and advised contacting her insurance peeps who promptly told her the laptop was uninsured as she'd left it on display.
The worse news for her was that she had to explain to the head and the parents and students she taught that the 12 months of coursework she's been storing on her desktop was gone forever because IT hadn't backed it up!!!!! <facepalm>
The codicil to this story is that last month her laptop came in to have a fault looked at and (you guessed it) the desktop was full of student files.
To paraphrase Prostetnic Vogon Jeltz 'Death's too good for some people'
Selling education tech seems to be a license to print money. A few years back my school had a new science block built costing multiple millions. When I looked at the IT specs I was astounded - £195,000 budget. cheap generic wireless access points (which wouldn't have connected to our Cisco controllers) placed where they could do the least good, a 24 port switch in a cupboard to link the 18 data ports to the network (still can't figure out what they were going to connect the 30+ access points to) - all linked to our comms suite 150 metres away by a single length of CAT5e! This was a joint cockup between the achitect who designed it and the council who took the purchase list and handed it to their procurement people.
I spoke to the project manager about the inadequate resources and he said that if I could find it cheaper I was welcome to try. 12 months later we had 8 an core multimode fibre backbone to the block. Cisco airlap access points everywhere, a new WAP controller, 40+ access points, more data sockets than you could shake a big stick at, all running from a dedicated, air conditioned comms room with plenty of room for expansion. Total cost - £85,000 but I did have to install the hardware myself.
I'm with you Rich. At my school we are constantly telling both staff and students NEVER to use a USB stick to save the ONLY copy of anything - they are always getting lost/broken/put through the washing machine etc etc.
I get at least one call a month asking if I can recover the 'lost' reports/coursework/ teaching plans or whatever. Usually, Recuva can find things, but there are times when even that struggles. I recent 6th form student contacted the support desk to restore the past 2 years work which was needed for her end of year assessment thingy. When I asked her to drop it in to me, she responded 'but I've lost it - that's why I need you to recover my stuff'. You guessed it - the USB stick was the only place the files were saved, no networked user area saves, school Google drive account - nowhere. It's also annoying that 2 days later her parents contacted the school complaining that 'we'd' lost her data and refused to help her get it back
I'm seeing this regularly. Amazon charges £X for a book in dead tree format or £X + y% for the kindle version. That's the point where I jump onto abebooks and can usually buy a good used copy for £X - 75%. Ok, it may take a week or two to get to me, but I can live with that
I just luurv their comments that "*some* customers may be experience problems making calls, send texts etc". Have they been taking lessons from Apple? Looking through the Twittersphere this afternoon, it seems like everybody, their families, cats, dogs, duck-billed-platypy and the guy who came to read the gas meter are having the same issue.
Seriously, they would probably get less flak if they'd admit there was a fault when it first happened and then provided genuine updates instead of vague promises that they were working hard to fix the problem.
Virgin (on the ridiculous) Media - a well earned title
Whenever I get asked this question, either by street collectors or over the phone, my response is 'How do you want to pay? I accept cash cheque, paypal or BACS' This always confuses the hell outta them, but if they want my data they can pay for it.
So far I've not had anyone take me up on it, but a lot of span phone calls have stopped :)
When my dad passed away last year, we removed his computer & disconnected the broadband - not something my mum would ever (or has ever) used. It's not that she doesn't understand computers, she just doeasn't have a need for them.
Now she gets a great amount of entertainment wasting the time of the 'microsoft' engineers who call about a problem with her windows. She tells them that her late husband installed the windows (the glass type) and can't see a problem except for the dirt. I think her record so far is keeping 'Stewart' on the phone for about 20 minutes. When he figured out she'd been winding him up his language was not 'something I'd care to repeat to the vicar' as she put it.
I've lost count of the number of laptop keyboards I've had to replace in my present school, either through keys and the little rubber nipples under them mysteriously going missing (it was there last night but not this morning, honest!) to having laptops destroyed by everything from coke to coffee - again never the users fault as they don't drink (enter beverage of choice here).
Saying that, I did meet possibly the most honest person in the country a few months back - she brought her laptop into the lab and right out said she'd broken her laptop 'cos she's spilt lemonade over it and to let her know the cost of replacing it which she'd pay as it was entirely her fault. As she is one of the most undemanding 'power' users out there and always makes sure we have cake and biscuits at the end of term / birthdays / Christmas etc, her laptop was 'inadvertently' classified as failing through normal wear and tear, so she was issued a nice shiny new one with the admonition to keep all liquids well away from it.
NEVER assume the architect knows best! The school I work at has just had a building erected, one of the prime features is a light & airy glass walled atrium. As this was to be used as a meeting point/social area for older students, good WiFi coverage was essential. I requested a minium of 4 access points, one in each corner of the room, 2 - 3 metres from ground level. The architect knew better and instructed the builders to install them at roof height (2 storey building) & behind the false ceiling so they couldn't be seen as they would ruin the buildings asthetic (?). Unfortunately, the false ceiling had aluminium covered tiles and so formed a lovely Faraday cage.
The builders were less than happy with having to move them :)
Been there, had the conversation with the users (plural as I spoke to 3 of them). After asking the usual gamut of question including 'Is it turned on?' I still couldn't figure out why the users PC wasn't working (the fault call stated that the PC wasn't working but all the lights were on). Duly authorised to jump in the car and spend an hour driving across London, only to get to site and find... yup - the PC wasn't turned on! The lights that were on was the power light on the monitor
Icon as I eventually took my coat and walked
"not my problem, we have a guy for that" - oh how I can agree with that. The school I work at had an intake of new teachers at the start of September, most newly qualified & straight out of uni. One of them decided that the IT support dept (me) was there to do everything concerning IT. The classic was 'I need file 'x' moving from the Maths dept folder to the Temporary network folder by 2pm today (this was at 1:45). When I phoned him and asked what his problem was (I was thinking lost network connection on the laptop or mebbe the wireless was down???) I was told that 'moving files is IT's job, I'm a teacher so I teach, you're IT so do IT stuff!'
Needless to say the file got 'lost' in the move
Biting the hand that feeds IT © 1998–2020