01/23/2006: "Upgrade"

Haven't updated in a while, because I have been actually working at work. Speaking of work, here is a near-perfect transcript of the conversation I had with a vendor today. The names have been changed to protect the innocent. And also the retarded. Note that in this conversation, I am the innocent.

Me: Hey, I was calling to check on the status of my trouble ticket that relates to persistent hardware failure of $THING.

High-level support rep: Oh, yeah! I was just about to call you. Engineering has been looking at the log files you sent us, and it looks like the solution is for you to upgrade the code on that system.

Me: Upgrade the code? To fix a hardware failure?

HLSR: Oh, it only looks like a hardware failure. It's because of a known bug.

Me: But the code rev we're at on that box is known-stable. And it's also the only code rev we're allowed to be at. That's what the enterprise support agreement that exists between our two companies states.

HLSR: Well, the engineering group says you need to upgrade.

Me: O...kay. What's the bug? I can look it up on your internal system, because I have access to that, because of the afforementioned enterprise support agreement.

HLSR: I don't actually have that information to give you, but I'll contact our field office for your location and they'll call you and explain everything!

Me: Right.

So, now, I await another call from my field office. Odds of this happening? Slim. It's not that I don't trust the guys in the local office--they're awesome. It's just that I don't particularly trust the information relay ability of the genius support rep to whom I spoke.

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