user says "fuck you"

[tielan]

I'm beginning to hate this job. Email from user:

Yes I suppose technically I did not follow procedure.

Unfortunately it is sometimes necessary to find ways around the roadblocks that [system] likes to throw up, in order to provide a timely service to our paying customers.

I make no apology and would do the same again. The customer comes first.

Things I got from the email:

1. Fuck you. Backwards and in high heels. Note the use of the mantra: "the customer comes first." A useful justification for any action in the marketplace!

2. Roadblocks: I don't know what roads he drives on, but the ones I use have roadblocks to keep me from driving into things like parked trucks, roadworks, and other slightly inconvenient obstacles on the road.

3. Not following the procedure means the ordering document wasn't created. The lack of ordering document means there's no delivery document for when we receive it. The lack of receiving document means there's no billing document for when we need to charge the customer. Are we a business or a charity?

MEH.

Oh wait, I already hate it.

Comments

[scrollgirl]

If he fails to make sure the customer actually pays for the product he's selling, then shouldn't he have to make up for it out of his own pocket? I'm just sayin'.

*hugs* Sorry you got a crappy email like that.

[tielan]

I have no idea what happens in this situation. Only that it's borked beyond all belief.

Of course, it's all blamed on the system we implemented, not on the borked-up processes which the users perpetrate, because the old system allowed them to do funky shit like this.

[zillah975]

*hugs lots* Can you reply with the first three sentences of #3? Because that's really it in a nutshell. Not following procedure means he doesn't get what he wants. Grrr. *hugs you moar*

[tielan]

I referred it to the next person up the chain. But it's not the first time I've seen this attitude: "oh, the new system doesn't work with the old processes (which were developed to deal with the old system) so the new system sucks and doesn't work."

And it's complicated by the fact that this guy is pretty much the data entry guy. He's pretty much protecting the sales dude who perpetrated this whole situation - not by ordering something that we don't have in stock, but by circumventing the system to get it.

Data entry guy didn't even tell anyone that he hadn't put the materials down on the system - it wasn't until we got the goods receipt from the vendor and couldn't find the matching order. *facepalm*

[skieswideopen]

Wow, the sheer smugness of that email--as if rules exist simply to frustrate paying customers--is horribly irritating and I don't even have to deal with the guy!

Good luck in reasoning with him.

[tielan]

I think that's the part that annoys me most: as though the system exists solely to make their lives hell.

Honestly, I've worked with the system for fifteen years, and it's a pretty good system. Inflexible in some areas, but it processes things and keeps things organised very well. The problem is not the system but the processes that feed into the system.

[copracat]

I don't think paying means what he thinks it means.