Media for Re: How to Survive a Tech Support Call

Re: How to Survive a Tech Support Call

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Oh, I'm very familiar with Dell support scripts. When I've had server drives fail that were both under and not under warranty I've had to go through the script.

One had the audacity to ask me to reboot a critical production server. I explained to him that we had already done so during off-hours, run their diagnostic and had found out the drive was dead. Not the controller, the drive.

Takes about 20 minutes to pound into their heads that you want a replacement shipped. Just be prepared for it and don't lose your cool.

There was one instance in which my boss was unfamiliar with Dell support. His lack of knowledge meant a misson critical server was down for five days.

Luckily the dead drive was just dying and I was able to get a replacement drive and used a pencil to keep the old drive in the bay. Then I used ghost to copy the whole stripe set to two other drives we had bought in the meantime. Set it up as a RAID 10 array, snapped the bad drive out, put the new one in and all was well.