Kickoff - Matty B-M
Here's how I 'grabbed a customer's problem by the balls and made it my own' today. I actually did so twice. Here goes:
Issue number the first:
- I spoke with a lovely lady on Friday, actually, who was having some difficulty with her domains. It seems that she owned them through Tucows, wasn't 100% sure of the reseller, thought it was hosted somewhere in Germany, and was generally confused about the whole operation. She's super nice...a number of gurus have had her on the phone...it's Melissa the condom lady.
- on Friday, I accessed her OpenSRS dash and tried to help her out - it was a bit confusing, but she had asked that her nameservers be changed at the behest of one of her 'hosting companies' and it was borking things considerably. We couldn't make any changes to her DNS settings through OpenSRS, and one of her two sites was down for the count
- I worked on it, and left it to check in over the weekend
- on the weekend, things didn't resolve, and with Sami's help, I recommended that she just release things to Hover to get it all sorted out; problem was, her email was borked due to the nameserver issue, so she didn't end up hearing from me
- I got an urgent email and a phone message through Sacha, that she needed me today - I tried to call out through ZD but it was down. Knowing she was goosed w/out some help, and that her site had been down, AND that she has two shops with us, I hollered at her in Oregon from my cell in order to get things sorted - it took a lot - had to call Toronto, Germany, Hover.com, AND Oregon again to get it settled, but after upwards of an hour on my mobile, we got her site on Hover and I accessed her DNS manager to point things in the right direction. Win. Then we configured her MX records, and her email is active once again.
- It took hours...days even, but she's sorted and super happy - not only said she'd hire me (on smiley AND via email) but offered a shipment of free prophylactics for the effort. Too bad I'm tryin' to make a baby! All in all, a win. See tickets 246911 and a few other associated ones searchable via her email.
- less laudable, perhaps, but still acting like an owner, if I do say so...Karmena hit up flowdock looking for a call out
- I reached out to her customer, who was having trouble with her WebTools ID and USPS after being told to deactivate/reactivate
- she wasn't getting it, and USPS gave her the runaround, telling her that they couldn't supply the info to her and she needed to call us
- I called USPS a few times and eventually (again) hit them up from my cell - but, it turns out, the customer I was talking to (a woman going by T. Fletcher) was trying to pose as a TIM Fletcher when calling USPS - I found this out when logging into her USPS account to try to access the Webtools ID.
- As a result, I reached BACK out to the customer, told her we couldn't help her access that info, but if the USPS account was associated w/ a former employee, she could access the Webtools ID by calling them (found a USPS webtools contact number to call)
Customer feedback: https://www.monosnap.com/image/Z7RKbdk49TJIzks49Mok19Dne
