brni (brni) wrote,
brni
brni

*grumble*

In my day job, I deal with a certain large company that operates datacenters worldwide. Every once in a while, someone has a brain fart over there that ends up creating issues.

Today, I put in three orders. I had to put them in by sending email to their support staff, because the order processing portal is too brain-dead to actually successfully order what you want. Two of the orders went through to the order approval stage, where we have to log in to the (brain-dead) portal and then click "approve" on the order. However, there's no information anywhere that allows you to tie a specific request to what you are formally approving. By approving the order, you approve the translation of your email into some form that you cannot see, and you just pray that it is right, because untangling it after the fact will be painful.

It's more of a problem when you need to try to find out what's wrong with one of the orders, but you have no way of finding out which one of the three orders is missing.

There is benefit to detail-oriented-ness, for people who perform these sorts of functions. And detail-oriented-ness has of late been somewhat castigated as being "fussy" or needlessly obsessive. Yeah, until you have to start trying to figure out what went wrong when someone has both screwed up and failed to document.

So, this time 'round, there's a missing order.

Last time I ordered stuff, they processed it as a completely different service, with vastly wrong pricing, and it ended up having to be completely deleted from the system and re-entered.

Once before, when I put in a request to remove physical access to people who were no longer employees who should have access, instead of removing access to the 4 ex-employees, they removed my access 4 times. And then blindly put the order through, processed it, and deleted my access.

(Another datacenter company in NYC removed my access from their very secure systems (a word doc with a list of names), and told me that the only way I could get in was to have the person who was authorized to make changes (ME! RIGHT THERE ON THE LIST AS AUTHORIZED TO MAKE CHANGES!) put in an order to have me added to the list, and come back in 24 to 48 hours. Unacceptable. Also unacceptable was that for over a year after we sold that part of the business off, and we told them MANY MANY TIMES that I was no longer part of it, they continued to treat me as authoritative, and would only process requests by the CEO of the company if I authorized it.)

So. Yeah. This is the end of the rant of the day. Which is about people not paying attention to the tiny details that end up causing big problems for people down the line.
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