[OT] Nothing changed.

[James McDonald]

Vu Pham wrote:
> I have some customers which has the IT department too big that the email
> sending from me to their IT guys, to notify some very emergency cases,
> often takes several hours to get the first reply. And in most cases, the
> first reply is "We changed nothing here".
>
> Personally, what I feel frustrated is the sentence "we changed nothing
> here" has nothing to do with the fact is the problem still exists. Just
> like if you say that sentence then you don't have to fix the problem. 
>
> Today, the first reply was "we changed nothing here". The second one
> which is about 3 hours later was "hmm, perhaps the service provider has
> some problem" then 2 hours later "must be your server. Go check it" then
> 1 hours later "weird, let me check it".
>
> More worse, one time when asking them to open their firewall so that
> their employees can get to my server, I got an answer "if I opened that
> port, I had to make all the PCs here to use static ip addresses".
>
>
>
> Vu
>   
Sounds like these guys are using a modified problem solving flow chart 
that points to the person making the request as the cause of the problem.

Some IT Support people have a shoot the messenger attitude - if your 
telling me about the problem then you must be the cause. Or they 
practise the "Death of Loved One" approach. Denial, Acceptance, Grief, 
Resolution.