We have this support issue with one of our trusted vendors. They have this system that we use and they support it remotely. Well it's not just a system, its our huge workflow system here at the plant and throughout the whole org. In the old days they used to support it via 56K modems and this was way too slow. They kicked up their support offerings a notch and now they can access all their installed machines via something I like to call the world wide web. Faster, better, SUPER!! Well this is true for all the 4000 other systems they have ever sold except for the systems that are installed here at the little place I like to call work!! Why is that you ask? Well for some reason our technology staff does not like something about the way the remote connection software works. They say it goes against SOX rules and it rubs the "governance" people the wrong way. What the? Do they have any clue how much longer support takes at 56K vs T-1 or T-3 speeds? Certainly all the "governance" people do not use dial up at home do they?
So thinking I was so smart, I took a stab at this and called some lower level tech guy to see what the "H" was the matter with him. I was respectful and tactful but this guy was not hearing anything I had to say. It was going in one ear and out the other. All I heard was "back of the hand", this rule, that rule, this wall, that wall... nothing doing! I really felt like John Candy in Uncle Buck as he talked to his girlfriend on the phone. The vid quality stinks, but you get the idea of how the conversation went. I could not get in a word edgewise at all.
"Okay, that didn't go well!" as I hear my boss routinely say after a thrashing of a conference call.
How can these people run on empty like this and hide behind all these rules? I'm not trying to cause trouble, I just want to do what an honest EDUCATED answer to my inquiries. I'm just asking the question... a few "Why'"s and then I'm be on my way. Why can they not answer me in a civilize manner, instead hide behind PDF files and corporate websites. I know, they have no clue and this is the only way to get me off their back..is that it?
We have a preferred vendor we spend millions upon millions of dollars with, plus we trust basically our entire workflow to them, BUT we do not trust them enough to have high speed internet access to their servers? I just do not get it at all. I feel like i'm banging my head against a wall when I talk to these people. Is it just me?
It's not just you. I have this problem nigh daily at my office. Down to people in my own group who refuse to let me do my job because the procedure wasn't their idea. I feel your pain.
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