{"id":240,"date":"2005-11-14T06:16:48","date_gmt":"2005-11-14T14:16:48","guid":{"rendered":"http:\/\/feeds.computerworld.com\/Computerworld\/MartinMCBrown?m=24"},"modified":"2005-11-14T06:16:48","modified_gmt":"2005-11-14T14:16:48","slug":"why-do-it-groups-use-delaying-tactics","status":"publish","type":"post","link":"https:\/\/planet.mcb.guru\/?p=240","title":{"rendered":"Why do IT groups use delaying tactics?"},"content":{"rendered":"<p>One of the elements of IT that I have never been able to understand the is the use of delaying tactics during a support call. Sometimes the tactics are due to bad training, bad staff or simply inexperienced staff, but sometimes I'm sure it's deliberate. <\/p>\n<p>I'll give you two examples - the first is an 'external' delay with a supplier. A piece of hardware failed, and it's under warranty. I filled in the online form (which you do after registration, where they take all you details). What happened over the next few days could have easily been turned into a IT sitcom. First, by email, I was asked to confirm the serial number of the unit. The fact that I'd filled in this information in both the registration and original support request had been ignored.<\/p>\n\n<!--\n<rdf:RDF xmlns:rdf=\"http:\/\/www.w3.org\/1999\/02\/22-rdf-syntax-ns#\" xmlns:dc=\"http:\/\/purl.org\/dc\/elements\/1.1\/\" xmlns:trackback=\"http:\/\/madskills.com\/public\/xml\/rss\/module\/trackback\/\">\n<rdf:Description rdf:about=\"http:\/\/www.computerworld.com\/blogs\/node\/1304\" dc:identifier=\"http:\/\/www.computerworld.com\/blogs\/node\/1304\" dc:title=\"Why do IT groups use delaying tactics?\" trackback:ping=\"http:\/\/www.computerworld.com\/blogs\/trackback\/1304\" \/>\n<\/rdf:RDF>\n--><img src=\"http:\/\/feeds.computerworld.com\/Computerworld\/MartinMCBrown?g=24\"\/>","protected":false},"excerpt":{"rendered":"<p>One of the elements of IT that I have never been able to understand the is the use of delaying tactics during a support call. Sometimes the tactics are due to bad training, bad staff or simply inexperienced staff, but sometimes I&#8217;m sure it&#8217;s deliberate. <\/p>\n<p>I&#8217;ll give you two examples &#8211; the first is an &#8216;external&#8217; delay with a supplier. A piece of hardware failed, and it&#8217;s under warranty. I filled in the online form (which you do after registration, where they take all you details). What happened over the next few days could have easily been turned into a IT sitcom. First, by email, I was asked to confirm the serial number of the unit. The fact that I&#8217;d filled in this information in both the registration and original support request had been ignored.<\/p>\n<p><!--\n<rdf:RDF xmlns:rdf=\"http:\/\/www.w3.org\/1999\/02\/22-rdf-syntax-ns#\" xmlns:dc=\"http:\/\/purl.org\/dc\/elements\/1.1\/\" xmlns:trackback=\"http:\/\/madskills.com\/public\/xml\/rss\/module\/trackback\/\">\n<rdf:Description rdf:about=\"http:\/\/www.computerworld.com\/blogs\/node\/1304\" dc:identifier=\"http:\/\/www.computerworld.com\/blogs\/node\/1304\" dc:title=\"Why do IT groups use delaying tactics?\" trackback:ping=\"http:\/\/www.computerworld.com\/blogs\/trackback\/1304\" \/>\n<\/rdf:RDF>\n--><img decoding=\"async\" src=\"http:\/\/feeds.computerworld.com\/Computerworld\/MartinMCBrown?g=24\"\/><\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[],"tags":[27],"_links":{"self":[{"href":"https:\/\/planet.mcb.guru\/index.php?rest_route=\/wp\/v2\/posts\/240"}],"collection":[{"href":"https:\/\/planet.mcb.guru\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/planet.mcb.guru\/index.php?rest_route=\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/planet.mcb.guru\/index.php?rest_route=\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/planet.mcb.guru\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=240"}],"version-history":[{"count":0,"href":"https:\/\/planet.mcb.guru\/index.php?rest_route=\/wp\/v2\/posts\/240\/revisions"}],"wp:attachment":[{"href":"https:\/\/planet.mcb.guru\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=240"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/planet.mcb.guru\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=240"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/planet.mcb.guru\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=240"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}