Re: Suggestion to deal with a lier customer.
- From: "Justin Brown - SYNACS" <jcbrown@xxxxxxxxx>
- Date: 1 Mar 2007 17:44:37 -0800
On Mar 1, 5:11 pm, Jimmy <J...@xxxxxxxxxxxxxxxxxxxxxxxxx> wrote:
Hi people, got a situation, asking for your suggestion. Sure I am SBS user
that is why I feel home here to ask for suggestion.
I work for a Pathology lab. The lab has many external doctors as clients.
These doctors send pathology reports to the lab. My job is to go to each
doctor and install a software that allows secure download of pathology
reports.
I have a situation to deal with one doctor. I guess if you read the
situation you will be upset as well.
One of the doctor called Srini is very much pain in the neck. I have never
seen such a lier doctor in my whole life. On time to time he calls to our lab
and scolds to staff, he abuses them, calls them refuge, fu**** blah blah for
even if his computer does not start, nothing to do with us. Everyone is
scared of him. He is from India as well and calls others refugee, can you
believe it.
Here is the situation I am in. 2 weeks ago he called to the lab and started
abusing again. Then the lab girl called me and told me doctor is very angry.
I called the doctor to see what the problem was. The doctor said he couldn't
get the downloads. Then I got him to restart the machine and everything was
fine. As I had never met this doctor I told him I would like to come to see
him and find out what sort of problems he faces regularly. Then after few
days I went to see him. His clinic is about 40km away from our office.
I checked his computer to see what version of our client software he had and
as I had the latest client software, I uninstalled that and reinstalled the
latest one. Then the computer restarted. The computer didn't have a password,
its windows XP. As soon as the computer was on a POP UP CAME, it was a
spyware.
Here is the interesting part. He goes what did you do to my computer, you
have to fix it. You broke my computer. Then I told him all I did was
installed a client software. Just give me a second I will check for you. I
went to add/remove program and saw that it was installed few days earlier.. I
showed him, see I didn't install it, it was installed few days earlier, then
he goes, oh I don't know why its keep coming, WHAT a LIER, just a second ago
he said I did it, now he changed his tone. He told me if I could fix it. I
said no problem. Then started checking his computer, his computer was never
scanned fully for virus, no Windows updates, administrator privilege without
password, lots of junk, spywares etc.
MORE FRUSTRATION PART IS COMING please keep reading.
I told him about his computer's situation, then he said he had a guy fixed
up his computer for $60 few days earlier for all virus and spywares. I said I
don't know what that guy did but your computer is still infected I could fix
your computer for free of charge but he has to call my boss and ask his
permission. The reason I wanted to help him for free was to make him happy
and the reason I wanted him to get my boss permission is to make him feel
that my boss is good and is looking after him, that's just me.
I spent almost 3 hours there, installed, Spybot, Ewido and few other tools
to get rid of junk and spywares.
As windows was never updated I told him I needed to go but I could update
his computer remotely and asked him if its ok to install a software that
allows me to login remotely. Then he said OK. I installed logmein and told
him he has to leave his computer on so that I could access. He said OK.
I went away and later in the afternoon logged in to his computer and
downloaded all the service packs, installed them and the computer restarted,
then I couldn't login anymore. He called me few times to see how I was going.
I told him about the situation and asked him to call me as soon as he gets to
office next day. If there is any problem I would come straightway.
Next morning he called me. I asked him to ensure internet connection, he
said its on. I logged in to logmein and started to check what is happening,
then he goes its amazing what you are doing, it very good, he liked logmein.
Anyway I did what I had to and fixed up his computer. Later he thanked me and
told me he wanted to login to his office computer from home and asked me if I
could help him buy a good computer. I said not a problem.
This is what makes me angry now: After 2 weeks he call again to lab and
said the computer guy came and stuffed everything, nothing is working now,
blah blah. The girl called me and then I called the doctor to see what the
problem is. I spoke with the doctor and he said its not downloading. I told
him calm down I will help. He was very rude. I logged in to his computer
stopped our client software, restarted it and it started working. Sometimes
our client software hangs if it couldn't communicate with our software. He
was very rude with me, then I said you have to be nice with people don't
scold other. I told him I am upset with him as well. Then he goes from now
you don't come to my office, don't step in. I will tell your boss to send
other guy and he will send other guy. He was kinda threatening me. I said
calm down. I don't care if you ask him to send other guy, all I am trying is
to help you. If there is any problem call me not the lab. I also told him you
need to have a proper back up system. If the hard drive fails you will loose
everything. Then he said come next week I don't know things like that. Come
to fix what ever needs to be fixed. I said OK.
Bloody hell this morning my manager comes to me and shows an email sent to
him by boss, this is the message"
i think jimmy has set up himself (without the consent or knowledge of the
referring practitioners) remote connections with Gps'practices. This has
jeopardised their security and confidentiality. Dr Srini gave me a mouthful
on this (after he was alerted by his new it consultant).he has ïnstructed"me
that jimmy should never set foot in his premises. He will also warn other
doctors about this "malpractice"by Jimmy ! I think he has a point to ponder.
have a word with jimmy.Perhaps we must get a written consent from the
surgeries to protect ourselves."
What can I do now. I am very frustrated as I went out of my way to help this
fu*** without any charge. I have no respect for him anymore. I feel like I
wanna tell the whole world that this doctor is full of lie. All my hardwork
and time was returned with lie and disrespect. Please advice me what to do.
First of all, yes, you've posted to the wrong forum. The right forum
is in a closed room with your superior(s), where you could give them a
run down as to what is happening with this customer from those various
standpoints, most importantly from the standpoint of taking a level of
verbal abuse that your boss would probably not tolerate from a
customer.
As far as the remote access is concerned, you should have gotten
verbal consent from your boss before offering this, as well as
*written* consent from the customer which is something your boss would
have provided. This is the important part, because if this situation
ever reached litigation, you may be party to some serious legal costs
towards your employer. Not a good thing, okay?
If you are in the United States, there are laws governing access to
computers in the corporate sector, especially computer inside of
government and medial practices. It should be your boss's decision
(based on advice from an attorney) whether or not to employ a remote
access solution. That is irrespective of whether you wanted to help
this person on your own time. They are your employer's customer and
not your own.
I'm not saying this customer is right or wrong but I would recommend
that you do some thorough, objective communication with your boss and
let him or her work on how to proceed.
And for crying out loud stop posting the name of this individual and
his organization on a public newsgroup. That is completely uncalled
for.
.
- References:
- Suggestion to deal with a lier customer.
- From: Jimmy
- Suggestion to deal with a lier customer.
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