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Tales from the Trenches

Tech support in the restaurant industry

This isn’t really about games at all, but I feel the pain of the stories I read on here as a tech support “specialist.”

First off, I am the only one at my company that supports the software we carry for restaurants, so it’s a little stressful, especially during the holidays. My wife is very upset because we basically can’t go anywhere or do anything as a couple without it being a giant hassle.

Now, on Christmas Eve I got a call from a rather large restaurant chain that uses our software and proceeded to get bitched out by the operations manager for her own screw up. She had told me that she called my boss twice the last two days and he had not responded to her calls for what she called an emergency.

The thing about that is that an emergency, according to my boss, is anything that stops you from doing business.

This was not an emergency. The thing to remember is that she has my number. She has my 24/7 emergency cell number that we give everyone, so she really had no excuse, but here I was getting yelled at because she can’t use a phone properly to contact the only guy that could fix her problem. So she is having a very small problem where a swipe card reader is not working on one of her terminals. So her employees can still use it without a swipe card but that would be too complicated. Never mind that this terminal is in a very bad spot in the place to begin with, so it’s not great for the servers to use. They have other terminals in far more convenient places throughout the store. But she insists I walk her manager through what we can do to fix it.

This issue is easily corrected by unplugging the only USB cable and plugging it back in. THE ONLY USB cable on the whole machine, which is very easy to access. So somehow she powers down the whole terminal while doing this and at this point becomes very unwilling to even look for the power button to try and turn it back on. So I get her to hand the phone back to the operations manager and explain to her the issue and instead of getting someone to try and turn it back on she demands I come fix it myself. I explain to her that this does not constitute an emergency and she can wait until after Christmas for this to get fixed.

She says we will see about that and calls my boss. So now I’m talking to my boss after and he asks me why I have been ignoring her for two days and I told him it was because she called him not me for service on the weekend before Christmas.

Awkward Silence.

“She hasn’t called me” he says

“Well that’s what she told me”

“Let me call my voice mail box at the office.”

Minutes later he tells me she left two voice mails on his office line on the weekend and thought she would get service this way. Then he says I have to go down and deal with it.

So bad management is apparently a wide spread epidemic, and I don’t understand how it hasn’t crippled the business world.

Also, who opens on Christmas day? This place did.