1 Article Found

The dark mirror of vendor support

Many of us are in support, whether we’re supporting end users, internal users, a public facing service… our families, friends. You’re supposed to know it all, right? Until that dreaded moment, where you need to escalate to vendor support. At this point, a gnawing pit of anxiety rises from the depths of your gut as you realise the horror that is about to unfold upon you. As an IT professional, I’ve found fewer experiences more frustrating than dealing with vendor support. Even when dealing with the hallowed ‘Partner Support Channel’ you still inevitably feel like you’re trapped in an IT Crowd script, turning it off and on repeatedly for person after person, only to finally give up in frustration and just do something totally different instead. So why exactly is it so frustrating? Is it inevitable? Let’s explore some of …