Pro support at the Undisclosed Customer Service Center™ has recently gone 6-6 Monday-Friday PST. However, Americans being who they are, rarely take that for an answer and continue to call the number.
Sunday (the first official day here for the new hours)there are no pro agents scheduled, because pro is closed. Makes sense right?
However, the brain surgeons in charge have forgotten how to turn the phones off. By 11am, the home planet calls to ask why there is no one answering the phones. These being the same Rhodes Scholars who take care of the scheduling. There is 20 people on hold waiting. Frantic phone calls ensue. They manage to get some people to come in for OT.
But, and this is a big but. They can't get them to stay very long. By 8:30pm the place is empty. So who do they turn to? Tech routers. There are only 5 of us, that is usually all we need, since it is Sunday night.
So, there we are 5 tech routers and a team manager, a little blond chick. She twits around switching us from queue to queue. My blood was boiling. I finally comment to the girl beside me, loud enough for the blond chick to hear.
"So, is Blond Chick trained in Pro?"
"Ya, she is a pro TM."
"Perhaps she might think about strapping on a headset and taking a fuckin' call? If she sends me an email thanking me for my 'help' I will lose my mind. Help implies we are in it together....which we are most definitely not!"
And what do you know, 2 minutes later she was on the phones.
Sometimes you have to help them come to the right conclusion.