Don't you love 'Professional' Emails.

Atari · 7 Sep 2006 at 20:39

Bit of a rant here guys, but I received this in return for an email I sent to our uni MSDNAA admins regarding resetting my (non-working) password:

As you were told initially, it is YOUR responsibility to look after the password - don't you back important information up anywhere?
I will ask my colleague Mr xxx to reset it, but it will not be a high priority, because it is your mistake.

I mean seriously, you'd think I've just asked them to give me a kidney. I'll admit, it was my fault that I lost the original password, I had a large email taking up my mail space at uni, so the older emails (the original MSDNAA mail was there) got deleted.
Even then, the service stopped working for a few of us, the version of Windows XP they allowed us to download started telling us that it was an illegal copy, so since then I haven't bothered to use the service, and we weren't able to login to the system.

I'm in the mood to write them a 'nice' email in return, thanking them for taking time out of their day to do something they're being paid for.

/Rant Off.

Has anybody else experienced what should be professional people, communicating in a similar way?

Ta

FunkyT · 7 Sep 2006 at 20:54

He's a ****, tbh.

i know nothing · 7 Sep 2006 at 21:02

Yes.

The attitude seems prevalent amongst a lot of geeks associated with technology. My favorites are websites that welcome you with open arms, get you to part with your money and when something goes wrong you get some sarccy git reply with "Haven't you read the FAQ!!!!". If I wandered into the local computer shop and some sales assistant said the same thing to my face I'd drag him kicking and screaming up to his Bosses office!

Write a snotty reply asking him which part of "resetting my (non-working) password" he doesn't understand.

ScarySquirrel · 7 Sep 2006 at 21:09

Yes, when people forward work to my department then have a go at us when we say "Sorry, we don't deal with this". Had this women send an email to everyone saying "blah blah blah, someone has to take responsibilty etc etc etc"

Well, no....WE don't, because we never have, and never will deal with that work type, so **** off!

To the OP, that email he sent is really bad, file a complaint about him.

Gilly · 7 Sep 2006 at 21:10

I don't see the problem. If someone comes to me with a problem of their own making I'll help them, but only when I can and when priority work is finished with.

It wasn't abusive, it was short and to the point, I'd have sent back a mail saying 'thanks for your prompt response, please keep me informed' and got on with my work.

Rosbif · 7 Sep 2006 at 21:11

you ever see this bloke face to face?

ScarySquirrel · 7 Sep 2006 at 21:12

Gilly said:
I don't see the problem. If someone comes to me with a problem of their own making I'll help them, but only when I can and when priority work is finished with.

It wasn't abusive, it was short and to the point, I'd have sent back a mail saying 'thanks for your prompt response, please keep me informed' and got on with my work.

He could have been a bit nicer though, don't you think?

Rosbif · 7 Sep 2006 at 21:15

you can bet what will be a high priority though.. making sure he sees his mates e-wedding on some nerdy MMMORPG game

Stolly · 7 Sep 2006 at 21:18

Atari said:
Bit of a rant here guys, but I received this in return for an email I sent to our uni MSDNAA admins regarding resetting my (non-working) password:

I mean seriously, you'd think I've just asked them to give me a kidney. I'll admit, it was my fault that I lost the original password, I had a large email taking up my mail space at uni, so the older emails (the original MSDNAA mail was there) got deleted.
Even then, the service stopped working for a few of us, the version of Windows XP they allowed us to download started telling us that it was an illegal copy, so since then I haven't bothered to use the service, and we weren't able to login to the system.

I'm in the mood to write them a 'nice' email in return, thanking them for taking time out of their day to do something they're being paid for.

/Rant Off.

Has anybody else experienced what should be professional people, communicating in a similar way?

Ta

With tens of thousands of accounts to manage, resetting passwords of careless users will never be a high priority. He didn't take time to sugar coat the response, but you are a big boy now.

Gilly · 7 Sep 2006 at 21:21

ScarySquirrel said:
He could have been a bit nicer though, don't you think?

Yeah he could've been but if he's busy he might not have time. He wasn't offensive...

ScarySquirrel · 7 Sep 2006 at 21:21

Stolly said:
With tens of thousands of accounts to manage, resetting passwords of careless users will never be a high priority. He didn't take time to sugar coat the response, but you are a big boy now.

The guy made it quite clear, that it wasn't high priority, because it was his mistake!?!?!
All it would take is an email saying

"I'll get my colleague to do this for you when he has a chance. In future, please be more careful with your password"

Not hard really to be a bit nicer.

i know nothing · 7 Sep 2006 at 21:22

^^^ Spot on

Stolly · 7 Sep 2006 at 21:25

ScarySquirrel said:
The guy made it quite clear, that it wasn't high priority, because it was his mistake!?!?!
All it would take is an email saying

"I'll get my colleague to do this for you when he has a chance. In future, please be more careful with your password"

Not hard really to be a bit nicer.

If this non sugar coated but perfectly proper transaction is upsetting him so, God help him when he enters the workforce.

Vanilla · 7 Sep 2006 at 21:26

If support is his role then he should support no matter who is at fault. Doesn't matter how many accounts he has to work with or how bad his day is he should be polite and fix the problem as soon as possible.

Is this some kind of university or school?

PinkPig · 7 Sep 2006 at 21:26

I don't quite see what the problem is - he wasn't remotely offensive. He's right, it was your fault - and given that he's part of the publically-funded university, I don't see why you should expect a priority service in having new passwords sent out to you. If he had it all day from lots of people it really would take a lot of time - you seem to be mistaking a university support service for a customer service department from a company that wants your buisness, there's quite a distinction between the two!

i know nothing · 7 Sep 2006 at 21:26

Stolly said:
If this non sugar coated but perfectly proper transaction is upsetting you so, God help you when you enter the workforce.

Where the hell do you work then?

Jimmeh · 7 Sep 2006 at 21:27

Gilly said:
I don't see the problem. If someone comes to me with a problem of their own making I'll help them, but only when I can and when priority work is finished with.

It wasn't abusive, it was short and to the point, I'd have sent back a mail saying 'thanks for your prompt response, please keep me informed' and got on with my work.

I agree. In my days as a Support Analyst, I sent many similar emails to people I saw as a little incompetent, who came to me with a problem of their own doing. One maybe busy, or under a little stress, doing what they would deem to be their daily role. Someone then comes along with a request which should not need to be asked in the first place.

If said person is then said to be a bit foolish, they certainly wouldn’t (or shouldn't) make the same mistake again.

This is not an attack on the OP, but an example of why perhaps such an email might have come in his direction.

FunkyT said:
He's a ****, tbh.

And for sending such terse emails, I was not a **** - never have been. I was just always busy and a little sick of incompetence.

Fantom · 7 Sep 2006 at 21:27

Stolly said:
With tens of thousands of accounts to manage, resetting passwords of careless users will never be a high priority. He didn't take time to sugar coat the response, but you are a big boy now.

Qouted for truth

I work as tech support in a secondary school and the volume of kids saying "I forgot my password" starts to slightly annoy after a while

oh and also we dont all play mmorpgs

Stolly · 7 Sep 2006 at 21:29

Vanilla said:
If support is his role then he should support no matter who is at fault. Doesn't matter how many accounts he has to work with or how bad his day is he should be polite and fix the problem as soon as possible.

Is this some kind of university or school?

He didn't say he wouldn't help, he specifically said he would. It is quite properly a lower priority than a faulty switch that has 48 people off the network, a server out of disk space that is effecting 100 people etc etc.

You want instant response on all tickets, but not the 30% increase in course fees i'll wager.

Rosbif · 7 Sep 2006 at 21:30

the guy has blatantly got on his high horse... if he were truly busy the email would read something like this

"I will ask my colleague Mr xxx to reset it, but it will not be a high priority"

that would show his request has been acknowledged but at the same time bring to the OP's attention that because its not a high priority he will have to wait longer than he might like...

it wouldnt have all the crap about what the OP should and should not have done...

and to be honest who really wants to hear it? just shut up and reset the password you muppet.. no one cares if youre on the rag and that youre sick of having to reset passwords.. that is your job