2021-06-23 High Maintenance #3

Kate J.
The guys had code words for some of the PITAs who frequently called the help desk. One lady, H.M.3 – high maintenance #3, kept asking for the cord replaced on her phone’s handset. I must’ve replaced it a half dozen times.

It turned out that the problem wasn’t the cord, the network itself was overloaded so that at times the voice cut out, it was losing bits, sort of like a loose connection. Looking back, she really was correct that there was a problem, but it was much more complicated than she had thought. All along we were looking at the wrong thing.

Once we found the right place to look for the problem – the overloaded network, we could fix it for good. High maintenance #3 was no longer high maintenance. 👍👍

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