[sims] Support Desk

[SouthCoastSaint]

Apologies for letting off steam, but I am left longing for the good old days when you spoke to support people on the phone.

 

We logged a ticket, we were asked to provide log files. Today I sent a polite reply saying that the Network Manager was unable to locate the files, could they please help... and the reply I get says:

 

The Sims Service desk primarily provide an email/telephone support service and only use a remote session once all other support avenues have been exhausted. Please provide the information requested so that we can investigate further.

 

As I mentioned that we can't FIND the info requested, I am really not sure where we go from here!

 

I haven't yet composed my reply.

[PhilNeal]

Drop me a note please

[SouthCoastSaint]

Hi Phil

 

Thank you for offering to look - I did think about not posting here as I didn't want the post to look like it was aimed for you. I am happy to take it up again tomorrow with the desk, I suspect a miscommunication has happened. It's not helped by the fact that our network manager is new and not familiar with Discover and how/where it is installed.

[PhilNeal]

@SouthCoastSaint - I'm happy to follow it up if needed. We have some great staff but on occasions we can get it wrong and we need to learn to ensure problems don't reoccur.