Customer support story time: (swearing in Dutch because it sounds more fun but it's general swearing so no translation needed I think (will translate the non obvious parts)

Me: good morning, how can I help you?
Client: hello, I have a question for you.
Me: go ahead!
Client: alright so.... one sec, let me turn off my music.
Client: hey Google
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Client: hey Google
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Client: Heeeey Gooooooogle
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Client: HEY GOOGLE, GODVERREDOMME
.
Me: 😆
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Client: REAGEER GODVERDOMME. "HEY GOOOOGLE"
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Client: VIES VUIL TYFUS DING, LUISTEREN. HEEEEEY GOOOOOOGLE
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Client: JA GODVERREROMME, LUISTER GEWOON, FUCKING KUT DING. *SHOUTS WITH ANGRY VOICE* "HEY GOOGLE HALLOOOO LUISTEEEEEREEEEEN" (oh for fucks sake, LISTEN fucking piece of shit)
Me: *desperately trying to keep it together*
Client: IK DOE HET ZELF WEL JEZUS GODDOMME *FOOTSTEPS, MUSIC STOPS* (Translation: I'll do it myself, fucking hell)
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.
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Client: finally, sorry for that 😅
Me: *still trying to control myself* no problem!

I am an indie game developer and I lead a team of 5 trusted individuals. After our latest release, we bought a larger office and decided to expand our team so that we could implement more features in our games and release it in a desirable time period. So I asked everyone to look for individuals that they would like to hire for their respective departments. When the whole list was prepared, I sent out a bunch of job offers for a "training trial period". The idea was that everyone would teach the newbies in their department about how we do stuff and then after a month select those who seem to be the best. Our original team was
-Two coders
-One sound guy(because musician is too mainstream)
-Two artists
I did coding, concept art(and character drawings) and story design, So, I decided to be a "coding mentor"(?).
We planned to recruit
-Two coders
-One sound guy
-One artist (two if we encountered a great artstyle)
When the day finally arrived I decided to hide the fact that I am the founder and decided that there would be a phantom boss so that they wouldn't get stressed or try flattery.
So out of 7, 5 people people came for the "coding trial session". There were 3 guys and 2 girls. My teammate and I started by giving them a brief introduction to the working of our engine and then gave them a few exercises to help them understand it better. Fast forward a few days, and we were teaching them about how we implement multiple languages in our games using Excel. The original text in English is written in the first column and we then send it to translators so that they can easily compare and translate the content side by side such that a column is reserved for each language. We then break it down and convert the whole thing into an engine friendly CSV kind of format. When we concluded, we asked them if they had any questions. So there was this smartass, who could not get over the fact that we were using Excel. The conversation went like this:(almost word to word)

Smartass: "Why would you even use that primitive software? How stupid is that? Why don't you get some skills before teaching us about your shit logic?"
Me:*triggered* "Oh yeah? Well that's how we do stuff here. If you don't like it, you can simply leave."
Smartass: "You don't know who I am, do you? I am friends with the boss of this company. If I wanted I could have all of you fired at whim."
Me:"Oh, is that right?"
Smartass:"Damn right it is. Now that you know who I am, you better treat me with some respect."
Me: "What if I told you that I am not just a coder?"
Smartass:"Considering your lack of skills, I assume that you are also a janitor? What was he thinking? Hiring people like you, he must have been desperate."
Me:"What if I told you that I am the boss?"
Smartass:"Hah! You wish you were."*looks towards my teammate while pointing a thumb at me* "Calling himself the boss, who does he think he is?"
Teammate:*looks away*.
Smartass:*glances back and forth between me and my teammate while looking confused* *realizes* *starts sweating profusely* *looks at me with horror*
Me:"Ha ha ha hah, get out"
Smartass:*stands dumbfounded*
Me:"I said, get out"
Smartass:*gathers his stuff and leaves the room*
Me: "Alright, any questions?"*Smiling angrily*
Newcomers: *shake heads furiously*
Me:"Good"

For the rest of the day nobody tried to bother me. I decided to stop posing as an employee and teaching the newcomers so that I could secretly observe all sessions that took place from now on for events like these. That guy never came back. The good news however, is that the art and music training was going pretty well.

What really intrigues me though is that why do I keep getting caught with these annoying people? It's like I am working in customer support or something.

Alright so here goes, I currently work at a promising startup. Absolutely love it; nice, hard-working colleagues but there's only a couple of us so we all have to wear a multitude of hats.

I don't mind being on support duty or helping out a customer with a technical question but one thing that really gets to me is lazy people.

We have some instructional videos (made in-house by yours truly) around certain functionality in our app which can't be simplified any further and they're condensed to about 50 seconds each.

I receive an email from a customer saying that he wants the instructions in screenshot form instead of watching the video because he 'detests' watching videos.

I must admit, I was a little hurt because he dismissed my videos so easily without even watching them. Just because he really doesn't like to watch videos? I was dumbfounded.

Me putting (most of) my rustled jimmies aside, I take about an hour to screenshot and document each step of the instructions and send them to the customer with a note: Be careful, if you scroll too fast it turns into a video.

I receive a response saying he doesn't like to watch videos because he is deaf but he did admit he had a chuckle.

Morale of the story lads, keep the sass in in your IDE's and out of your customer interactions.

True story.

Actual email I just sent to a customer:

"I logged into your account and I see the problem. I will update you and have it fixed either by tonight or tomorrow morning. It is a rare bug we have encountered before, and we are working on it as you read this. "

The truth:

"Im fucking drunk right now. I know that error. I put off fixing it for awhile now hoping it wouldn't come up because it's fucking annoying to fix. I'll try to fix it tomorrow morning, k no promises though. If I can't I'll still have your problem taken cats of it just means I'll have to do it manually. Anyway.. Gonna drink some more now, bye. "

P. S. There is no we. It's just me. K bye.

Had an interesting time these past few days. Had a customer who, when I left for vacay, was complaining that he couldn't get access to our private package registry. Get back, this issue is still active.

We'd granted access to his github enterprise, and for some reason he wasn't getting the activation email. We spent about 22 hours of customer support time on his failing to help himself before he finally escalated to the standard 40 person IT enterprise tantrum/come to jesus meeting.

Long story short, he had somehow ignored repeated attempts (35 email replies to the ticket chain, 4 phone calls) to get him to check his spam folder. In which, as it was revealed to all the hollywood squares in attendance, there were no less than 35 activation emails from github granting him access. Of course, none of this was his fault. And while screensharing his big brain to god and everyone he decides the problem is now actually Microsoft because their office 365 spam email filtered his emails incorrectly. We of course agreed with his big brain, smoothed over his bruised ego and went about our day.

I mean, fair enough, it's kind of dumb that Microsoft ever spam lists github, but still. I was just a fly on the wall, and he burned all his paid support tickets on the issue, so hopefully we won't be dealing with him again this year.

Also, this is an edge case with our new product line, most of our customers are painless.

A room full of mostly old male stressed out engineers sat in chairs, and the presenter said:

"So who watched Judging Amy last night?"

The presenter went on to express her surprise that nobody in the room had seen last night's episode of Judging Amy.... and wasn't going to drop the topic.

The meeting, if it ever had any, now had no chance of going anywhere good.

By the end of the meeting someone would walk out and "retire" shortly there after, and it certainly wasn't going to be the presenter....

Backstory:

The company built on the IBM model of sell pricey custom hardware (granted it worked really well) and sell expensive support contracts wasn't doing as well as it had hoped. Granted it was still doing better than most of its neighboring companies, but it was clear that with the .com bust the days of catered lunches every day were over.

The company had grown fat and everyone knew that while the company had a good enough product(s) to survive, there weren't enough lifeboats for everyone to survive.

In the midst of this an HR department that took up nearly 20% of the office space at HQ felt it needed to justify its existence / expenses.

They decided to do this in the same way they always had, by taking funding from other departments, this time not by simply demanding more direct budgets for themselves.... they decided to impose mandatory 'training' on other departments ... that they would then bill for this training.

When HR got wind that there were some stressed out engineers the solution was, as it always is for HR.... to do more HR stuff:

They decided to take these time starved engineers away from their jobs, and put them in a room with HR for 4 days. Meanwhile the engineer's tasks, deadlines and etc remained the same.

Support got roped into it too, and that's how I ended up there.

It would be difficult to describe the chasm between HR and everyone else at that company. This was an HR department that when they didn't have enough cubes (because of constant remodeling in the HR area under the guise of privacy) sat their extra HR employees next to engineering and were 'upset' that the engineers 'weren't very friendly and all they did was work'.

At one point a meeting to discuss this point of contention was called off for some made up reason or another by someone with a clue.

So there we all sat, our deadlines kept ticking away and this HR team (3 people) stood at the front of the room and were perplexed that none of these mostly older males in this room had seen last night's episode of Judging Amy.

From there the presentation was chaos, because almost the entire thing was based on your knowledge of what happened to poor stressed out Amy ... or something like that.

We were peppered with HR tales of being stressed out and taking a long lunch and feeling better, and this magical thing where the poor HR person went and had a good cry with her boss and her boss magically took more off her plate (a brutal story where the poor HR person was almost moved to tears again).

The lack of apparent sympathy (really nobody said much at all) and lack of seeming understanding from the crowd of engineers that all they should do is take a long lunch, or tell their boss to solve their problems ... seemed to bother the HR folks. They were on edge.

So then they finally asked "What are your stressers?" And they picked the worst possible person they could to ask, Ted.

Ted was old, he prickly, he was the only one who understood the worst ass hell of assembly that had been left behind.

Ted made a mistake, he was honest with folks who couldn't possibly understand what he was saying. "This mandatory class is stressing me out. I have work to do and less time because of this class."

The exchange that followed was kinda horrible and I recall sitting behind Ted trying to be as small as possible as to not be called on. Exactly what everyone said almost doesn't matter.

A pedantic debate between Ted and the HR staff about "mandatory" and "required" followed. I will just sum it up that they were both in the wrong for how they behaved for a good 20 minutes...

Ted walked out, and would later 'retire' that week.

Ted had a history and was no saint. I suspect an email campaign by various folks who recounted the events that day spared ted the 'fired' status and he walked with what eventually would become the severance package status quo.

HR never again held another 'training', most of them would all finally face the axe a few months later after the CEO finally decided that 'customer facing, and product producing' headcount had been reduced enough ... and it was other internal staff's time for that.

The result of the meeting was one less engineer, and everyone else had 4 days less of work done...

Story time:
Yesterday I wanted to go to the theater with my girlfriend. It was her idea because as a student you can get reduced tickets for the play, but only via the online store exactely two hours before the play starts. We had already tried two weeks before but with no success. So this time I said i want to be on my pc with a proper browser and not a mobile version like last time. So we are sitting at home me in front of their website on one screen and with a clock on the other screen. Two minutes realy i hit refresh and I get a selection for the reduced tickets, nice.

You would think.

After selecting the amount. ERROR: Can not get your tickets. I was like fuck they are already sold out because it's a popular play. But hey let's try again. I got one ticket but not the second one, okay strange lets try again, same ERROR again. WHAT the FUCK, no feedback what so ever. My girlfriend had then the idea that they maybe restricted the amount for reduced tickets to one (does not state this explicitly but hey lets give it a shot). Use second browser select one ticket. ERROR can not get you the amount of seats. Rage level near to a 1000 why did it work two minutes before but not anymore. Trying around for five more minutes finally got the second ticket.

Now the real fun begins.

Proceeding to checkout should not be that hard you would think, but you need to be registered for that. Okay so let's do that. The salutation is not required neither is the address for the tickets but you need to have a company name??!!!!! The fuck?? I am not self employed and neither are a most other people around here so why is this field mandatory? Beeing a little under stress I decided to found the "asdf" company with my girlfriend.

Now one would think checking out is easy. Not so fast.

After accepting the terms of service another ERROR, unable to accept your data. What data? I did not input anything new? Where does this come from? Ok never mind I am going to pay with credid card that must work!
ERROR: Internal paymentservice initialization failure! Sorry what? I thought maybe I was to long idle in this browser and they do not reserve the tickets for so long (which would be no surprise to me at this point). Let's try again. Nope same error.

Now my rage level was really over 9000 but we really wanted to go so I decided to call the customer SUPPORT. Or better to say I had a answering maching telling me for ten minutes how sorry they are that this takes so long, yeah you bet. Then and this is now really great: the support guy asks me: "What error do you see? Internal paymentservice initialization failure?" I was like, okay he knows this so they need to know how to handle it. FUCK NO. "Sorry I can't help you. This is our payment system maybe they (IT) are doing some maintenance I can't halp you. Call the theater directly good day." Sorry what just happened, you fuckers are the vendors for the tickets for nearly all big events around here and the theater explicitly states to call you for tickets but you can not help me? Like hell.

This process took 25 very frustrating minutes and I was really angry and wanted to quit, then I saw that there is also a paypal option which I had not tried. With very little hope i selected everything for the payment, registered with paypal and they told me I already had an account. So reactivated this five year old account payed with all the mobile passwords and tans to finally, after 30 fucking minutes, get a pdf file for a ticket. Repeated the last step for the second ticket and with some time left to get there we were off.

fucking hostgator!

go suck a cock you developers!

everything from their payment system to their support is crap.

a few days ago, i purchased a website from hostgator, with a year of hosting during black friday weekend. i had obtained a black friday coupon code that entitled me to roughly $160 off its usual price. that said, i filled out the registration form and clicked the 'checkout' button.

right after i clicked it, i saw i forgot to put in the coupon code, and pressed the back button on my browser. then i put in the code and proceeded with checkout.

guess what?

those MOTHERFUCKING GREEDY ASS BITCHES charged me TWICE, one with the coupon and one without.

i contacted customer support and told them what happened after waiting about double the time i was supposed to be connected to support.

of course, they asked for my fucking "security" pin over the customer support live chat (totally not ironic).

they sent a confirmation email, and cancelled the payment without the coupon.

then ONE FUCKING DAY LATER, I tried to connect to my website.

MY SITE WAS FUCKING SUSPENDED.

die in a hole.

i contacted customer support once more, and after explaining the story, I had to wait four to eight hours.

i'll see how it turns out tomorrow.

die in a hole hostgator🖕

N: Me
M: Mother

M: Can you help me? I can't update pages.

N: Sure *Checks problem* it looks like you installed it with the old apple account, you just need to reinstall it using your new one.

M: What about all my pages documents on icloud?

N: *Compares documents on mac to her other Apple devices that never had the old account* See? The documents would have to be on the new account.

M: Are you sure? I don't want to lose any documents.

N: I know, don't worry their on your new iCloud.

M: *Calls apple support*

N: *Talks to apple support who after an hour of chatting to her through me because I translate customer support to mother confirms what I was telling her*

N: Reinstalls pages and everything is fine.

I was originally going to make a post talking a bit about how people love to second guess anything I say but thought this story provides a decent example. When it's something of a personal nature or someone is asking for my opinion in genral then it's perfectly reasonable to ask multiple people. It doesn't bother me when someone asks for my help, it bugs the shit out of me when someone asks for my help and then doubts everything I say in this case even after providing some evidence to back up my claim and wasting a solid hour. If you ask for my help your trusting that I have the knowledge necessary to assist, if I don't know for certain I'll try googling the problem but even in that case calling support doesn't bother me because I clearly don't know how to help.

P.S. This was my first story, how did I do?

I think I want to quit my first applicantion developer job 6 months in because of just how bad the code and deployment and.. Just everything, is.

I'm a C#/.net developer. Currently I'm working on some asp.net and sql stuff for this company.

We have no code standards. Our project manager is somewhere between useless and determinental. Our clients are unreasonable (its the government, so im a bit stifled on what I can say.) and expect absurd things from us. We have 0 automated tests and before I arrived all our infrastructure wasn't correct to our documentation... And we barely had any documentation to begin with.

The code is another horror story. It's out sourced C# asp.net, js and SQL code.. And to very bad programmers in India, no offense to the good ones, I know you exist. Its all spagheti. And half of it isn't spelled correctly.

We have a single, massive constant class that probably has over 2000 constants, I don't care to count. Our SQL projects are a mess with tons of quick fix scripts to run pre and post publishing. Our folder structure makes no sense (We have root/js and root/js1 to make you cringe.) our javascript is majoritly on the asp.net pages themselves inline, so we don't even have minification most of the time.

It's... God awful. The result of a billion and one quick fixes that nobody documented. The configuration alone has to have the same value put multiple times. And now our senior developer is getting the outsourced department to work on moving every SINGLE NORMAL STRING INTO THE DATABASE. That's right. Rather then putting them into some local resource file or anything sane, our website will now be drawing every single standard string from the database. Our SENIOR DEVELOPER thinks this is a good idea. I don't need to go into detail about how slow this is. Want to do it on boot? Fine. But they do it every time the page loads. It's absurd.

Our sql database design is an absolute atrocity. You have to join several tables together just to get anything done. Half of our SP's are failing all the time because nobody really understands the design. Its gloriously awful its like.. The epitome of failed database designs.

But rather then taking a step back and dealing with all the issues, we keep adding new features and other ones get left in the dust. Hell, we don't even have complete browser support yet. There were things on the website that were still running SILVERLIGHT. In 2019. I don't even know how to feel about it.

I brought up our insane technical debt to our PM who told me that we don't have time to worry about things like technical debt. They also wouldn't spend the time to teach me anything, saying they would rather outsource everything then take the time to teach me. So i did. I learned a huge chunk of it myself.

But calling this a developer job was a sick, twisted joke. All our lives revolve around bugnet. Our work is our BN's. So every issue the client emails about becomes BN's. I haven't developed anything. All I've done is clean up others mess.

Except for the one time they did have me develop something. And I did it right and took my time. And then they told me it took too long, forced me to release before it was ready, even though I had never worked on what I was doing before. And it worked. I did it.

They then told me it likely wouldn't even be used anyway. I wasn't very happy at all.

I then discovered quickly the horrors of wanting to make changes on production. In order to make changes to it, we have to... Get this

Write a huge document explaining why. Not to our management. To the customer. The customer wants us to 'request' to fix our application.

I feel like I am literally against a wall. A huge massive wall. I can't get constent from my PM to fix the shitty code they have as a result of outsourcing. I can't make changes without the customer asking why I would work on something that doesn't add something new for them. And I can't ask for any sort of help, and half of the people I have to ask help from don't even speak english very well so it makes it double hard to understand anything.

But what can I do? If I leave my job it leaves a lasting stain on my record that I am unsure if I can shake off.

... Well, thats my tl;dr rant. Im a junior, so maybe idk what the hell im talking about.

!rant !dev
True story. Some years ago I worked, for a network manufacturer in the support department. One of me jobs was to help end-customer (private people) over the phone, who could not get online.

One day a 60+ year old woman called the support line, because se could not get on the Internet. And because our name was on the router, she called our support.

A colleague of mine took the call, and we could quickly see by his expression the it was "One of those calls". The minutes went by and they had gotten no closer to a solution after 45 min.

That was when I herd my colleague say "Well from what you tell, all the settings here are fine. Can you please close all the windows, so we can look at other settings". My colleague the looked weird and said, "She just told me it takes some minutes to close all the windows, so please hang on.".

After 2 min time the woman came back to the phone and said "I have now closed all the windows in the house, except one ceiling window that only my husband can reach. Hope it doesn't matter".

My coleague's story

- before leaving after long day at the office final look at support cases (after official support hours)
- sev1 ticket logged an hour ago, noone called us (although should have; after support hours)
- angry manager calls and demands to get in touch with the client immediately (we're already after support hours, FTS should pick the case, not us)
- we reach out. Customer has business-impacting case
- after initial info gathering: some cert got expired, they got a new one and placed it in the app's directory. The app still does not work
- the first question we ask: "are you sure you have placed it in the right directory?"
- "yes, we are sure. No problems there" - answers a voice with indian accent
- noone finds the root cause for hours.
- It's already 1am
- someone from client's specialists comes up with an idea: "are we sure the cert is in the right place? Let's try to move it to the same directory the old one was in the first place"
- .................................................
- production is working again
- "Why didn't anyone from support suggest this?!?!"
- .................................................
- 2am. Case solved, manager is informed everything's allright now.
- In the morning we get yelled at by the manager bcz we supposedly missed a sev1 ticket and were incompetent during the conf. call

This reminds me why I stay away from support. And why I started hating people. And why I do not work with indians (our ways are too different for me to stay sane and not to kill anyone).

I've worked in a lot of customer service jobs and the more i have to deal with client, the more story starting to pile up. But something always come back and it's frustrating. The entitlement people have. I work as a Technical Support agent and for the most part i'm actually happy to help people with fixing their problems. But once in a while i always get that idiot that doesn't do anything i told him, blame me because "my fixes" don't work or just straight up don't listen to me and think they know better. Why the fuck do you call me if you need help if you're going to ignore everything i say and act like a fucking children. I'm not the one that call for technical support.

I know this place is more for Dev, but i'm sure those kind of things happen all the time when a client think he know more than the dev themselves...

A story from around 2005:

Customer laying out specifications: “We expect this software to need to last 25 years or so, and it will need to keep historical file processing data by dates for at least that long, assume storage is no issue.”

Devs at the time: “look best I can do is support that start with 200 or 201, anything else is really too much to ask. Also understanding how to work with dates at all and not just string manipulation is waaaaayyy hard yo.”

Fuck you lazy motherfuckers. This is why people thought Y2K would be a problem.

story time:
I use onedrive for sharing some files and shit. So one day one of my folders, which I got from a downloaded zip, caused an error "files couldn't be synced because of unallowed character in the title".
Turns out there was a space at the end of the folder title. I change the name, I get some error.
"Okay, no problem, I don't need that folder anymore anyway" So I delete it, doesn't work, the error message reads "Can't delete folder because it no longer exists.". "What the hell" try deleting it some more. Emptying it before deleting. Deleting the parent folder. I try formatting it before deleting. Nothing works.
Deleting from the online onedrive client causes it to briefly disappears but refreshing places it back right where it came from.

So I resort to my last hope, customer support.
I explain the whole thing.

I get a reply. Oh boy.

I get explained that if the recycle bin is full, the file will be placed back.
After that, I get an explanation on how to remove a file xD

Thanks OneDrive Team, really helpful.

So I work for a VPN company as the Info Sec manager long story short I'm not usually the pleb who does customer support.

But today I ended up having to do this. I spent over 1 hour helping a client that a support agent escalated the request for to me. So I figure out that his network adapters are sharing incorrectly.
I fix problem.
He tries to connect.
Denied access so I check our servers for the request and he's blocked.
I think that's odd.....

I check active subscription and this person ISNT A CLIENT THATS ACTIVE....

WHY IS SUPPORT SO IGNORANT.
UGH.

Storytime!

(I just posted this in a shorter form as a comment but wanted to write it as a post too)

TL;DR, smarts are important, but so is how you work.

My first 'real' job was a lucky break in the .com era working tech support. This was pretty high end / professional / well respected and really well paid work.

I've never been a super fast learner, I was HORRIBLE in school. I was not a good student until I was ~40 (and then I loved it, but no longer have the time :( )

At work I really felt like so many folks around me did a better job / knew more than me. And straight up I know that was true. I was competent, but I was not the best by far.

However .... when things got ugly, I got assigned to the big cases. Particularly when I transferred to a group that dealt with some fancy smancy networking equipment.

The reason I was assigned? Engineering (another department) asked I be assigned. Even when it would take me a while to pickup the case and catch up on what was going on, they wanted the super smart tech support guys off the case, and me on it.

At first this was a bit perplexing as this engineering team were some ultra smart guys, custom chip designers, great education, and guys you could almost see were running a mental simulation of the chip as you described what you observed on the network...

What was also amusing was how ego-less these guys seemed to be (I don't pretend to know if they really were). I knew for a fact that recruiting teams tried to recruit some of these guys for years from other companies before they'd jump ship from one company to the next ... and yet when I met them in person it was like some random meeting on the street (there's a whole other story there that I wish I understood more about Indian Americans (many of them) and American engineers treat status / behave).

I eventually figured out that the reason I was assigned / requested was simple:

1. Support management couldn't refuse, in fact several valley managers very much didn't like me / did not want to give me those cases .... but nobody could refuse the almighty ASIC engineers. No joke, ASIC engineers requests were all but handed down on stone tablets and smote any idols you might have.

2. The engineers trusted me. It was that simple.

They liked to read my notes before going into a meeting / high pressure conference call. I could tell from talking to them on the phone (I was remote) if their mental model was seizing up, or if they just wanted more data, and we could have quick and effective conversations before meetings ;)

I always qualified my answers. If I didn't know I said so (this was HUGE) and I would go find out. In fact my notes often included a list of unknowns (I knew they'd ask), and a list of questions I had sent to / pending for the customer.

The super smart tech support guys, they had egos, didn't want to say they didn't know, and they'd send eng down the rabbit hole. Truth be told most of what the smarter than me tech support guy's knew was memorization. I don't want to sound like I'm knocking that because for the most part memorization would quickly solve a good chunk of tech support calls for sure... no question those guys solved problems. I wish I was able to memorize like those guys.

But memorization did NOT help anyone solve off the wall bugs, sort of emergent behavior, recognize patterns (network traffic and bugs all have patterns / smells). Memorization also wouldn't lead you to the right path to finding ANYTHING new / new methods to find things that you don't anticipate.

In fact relying on memorization like some support folks did meant that they often assumed that if bit 1 was on... they couldn't imagine what would happen if that didn't work, even if they saw a problem where ... bro obviously bit 1 is on but that thing ain't happening, that means A, B, C.

Being careful, asking questions, making lists of what you know / don't know, iterating LOGICALLY (for the love of god change one thing at a time). That's how you solved big problems I found.

Sometimes your skills aren't super smarts, super flashy code, sometimes, knowing every method off the top of your head, sometimes you can excel just being more careful, thinking different.

The year was 2006. During the first half of my career, I use to work in the NOC. This was before I made my transition to software engineer. I worked on the third shift for a bank services company. The company was on a down turn. Just years earlier they just went public, and secured a deal with a huge well known bank. Eventually they entered a really bad contract with the bank and was put into a deal they couldn't deliver on. The partnership collapse and their stock plummeted. The CEO was dismissed, and a new CEO came in who wanted to "clean things up".

Anyway I entered the company about a year after this whole thing went down. The NOC was a good stepping stone for my career. They let me work as many hours as I liked. And I took advantage of it, clocking in 80 hours a week on average. They gave me the nick name "Iron Man".

Things started to turn around for the company when we were able to secure a support contract with a huge bank in the Alabama area. As the NOC we were told to handle the migration and facilitate the onboarding.

The onboarding was a mess with terrible instructions that didn't work. A bunch of software packages that crashed. And the network engineers were tips off, as they tunnel between our network and the banks was too narrow, creating an unstable connection between us and them. Oh, and there were all sorts of database corruption issues.

There was also another bank that was using an old version of our software. The sells team had been trying to get them off our old software for over a year. They refuse to move. This bank was the last one using this version, and our organization wanted to completely cut support.

One of the issue we would have is that they had an overnight batch job that had an ETA to be done by 7 AM. The job would often get stuck because this version of the software didn't know how to fail when it was caught in an undesired state. So the job hung, and since the job didn't have logging, no one could tell if it failed unless the logs stopped moving for an hour. It was a heavily manually process that was annoying to deal with. So we would kill the JVM to "speed" the job up. One day I killed the JVM but the job was still late. They told me that they appreciated the effort, but that my job was only to report the problem and not fix it.

This got me caught up in a major scandal. Basically they wanted the job to always have issues everyday. Since this was critical for them, all we needed to do was keep reporting it, and then eventually this would cause the client to have to upgrade to our new software. It was our sales team trying to play dirty. It immediately made me a menace in the company.

For the next 6 months I was constantly harassed and bullied by management. My work was nitpicked. They asked me to come into work nearly everyday, and there was a point I worked 7 days with no off days. They were trying to run me so dry that I would quit. But I never did.

On my last day at the company, I was on a critical call with a customer, and my supervisor was also on the line. My supervisor made a request that made no sense, and was impossible. I told her it wasn't possible. She then scalded me on the call in front of customers. She said "I'm your supervisor, you're just a NOC technician, you do what I say and don't talk back". It was embarrassing to be reprimanded on a call with customers. I never quite recovered from that. I could fill myself steaming with anger. It was one of the first times in my adult life that I felt I really wanted to be violent towards someone. It was such a negative feeling I quit that day at the end of my shift with no job lined up.

I walked away from the job feeling very uncertain about my future, but VERY relieved. I paid the price, basically unable to find a job until a year and a half later. And even was forced to move back in with my mother. After I left, the company still gave my a severance. Probably because of the supervisor's unprofessional conduct in front of customers, and the company probably needed to save face. The 2008 crash kept me out of work until 2009. It did give me time to work on myself, and I swore to never let a job stress me out to that degree. That job was also my last NOC job and the last job where did shift work. My next few jobs was Application Support and I eventually moved into development full time, which is what I always wanted to do.

Anyway sorry if it's a bit long, but that's my burnout story.

A little story which happened my SECOND day on the floor after getting hired to do customer-facing phone support for my current job (can't mention the name, NDA). Customer from Detroit calls in:
Me: "Thank you for calling (company), my name is Guru, how can I assist you?"
C: "Uhhh, yeah. I need to get back into my ID. I can't backup my tablet or phone, and y'all are kinda holding my data host-" <Loud gunshots>
C: "oh! Shit!" <sound of running feet>
Me: "Everything OK sir?"
C: "Fuck! Naw! Hang on!" <more running, jumps a fence, skids to a stop>
C: "Ok, I'm safe, I'm safe... So what I gotta do to get y'all to let me back into my shit?"
*MUTE* Me: "First of all, what the fuck are you doing on the phone with me when you should be either A) calling the cops because, I dunno, just maybe some trouser stain is attempting to kill you, or, B) FIRING BACK, MOTHERFUCKER!!"
*REAL* Me: "OK, first you gotta… (outlines step 1,2,3... etc)
C: "OK, that sounds easy enough. I'll try it when I get to the office, I'm on my way there now- shit. Hold on again..."
(talking to someone on the street): "what, him? That dude? Over there? That dude... In the shirt?What the fuck!? Are you sure? Hold on, sir! I'ma call you back..."
Last thing I hear before the line lets go is a large BOOM!

Sometimes it's best to just sit back and sip your coffee...

Just a short story of me and how things can go right after so many years.

This was my first job. Only two other programmers in the company of like 10 employers.
First one is some one who stopped learning like 10 years ago. Winforms Ftw huh..
The other one was my boss who was really a pro but died not too long ago.
Because of this I got the responsibility for all his projects and the future ones. Beside that I'm also employed for our customer support. So pretty much to do here. Even new stuff I never heard of I have to learn asap now. Of course I have learned pretty much here. But I have reached the point where I have reached the maximum. I can't really learn much more. The salary is a joke.
But my other boss does not really care. Emotionally he has the feelings of a stick. No joke. This is going on even before the dead.
Many coworkers just gave up or got even sick of here.

But now I'm taking my consequences. I was looking for a new job now.
I was really lucky there.
Wrote 3 job application and even got invited 3 times. 2 were declined (luckily). The third one was a dream. For the people, the bonuses etc.
Now I'm waiting to sign the contract and the cancelation of my current one. The salary is a joke. Not chance of increasing.

Update on my OneDrive story from a bit back:
(this first part happened a while ago but I forgot making a post)
So I was still having problems with my OneDrive since the email from customer support didn't help at all. I replied saying that their advice wasn't helpful in any way and that I, as an IT student, am familiar with how to delete files. I got another reply.
Great right.
But what did this email say?
It basically explained me how to upload files and stuff and how the sync system works and such. One thing that was in there that might have worked was resetting the 'app', the thing is I wasn't using their windows 10 desktop app but something that I got when installing my windows.
Needless to say, I replied again, saying that I had hope in their app solution but that I (as I stated in a previous email) use a different application so it was all useless.

I GOT ANOTHER EMAIL:
It is actually a technical solution (or so it seems). You must be thinking "wow, he finally got trough the shitty first line support" I know right?! and it feels good.
Well, the 'technical' solution is basically uninstalling onedrive trough cmd prompt and then reinstalling it from the website.
The folder remains in the browser client of OneDrive but I'm going to learn to live with it.
At least my sync issue is gone.
That only took like 3 months and ended with a very silly solution that is way too straightforward causing me not to think about it :p
Thanks for the read.

Related to the project in my last rant...

Project got delayed for about a month in total because the API for the payment gateway wasn’t allowing charges against stored cards. Could save, modify, and delete them, but no charges.

After a week of trying to get things working based on the documentation, I get in touch with the vendor (great people) who file a support request with the people running the processor so we can see what’s up. Long story short, that amounted to 3 weeks of getting ignored until the vendor raised hell on my behalf, only to get the following reply back:

“You’ve been using the dev credentials, try it on live transactions instead!”

Thankfully, we’re able to move the customer to another processor under the same vendor, where I already have all the requests figured out...