You recently supplied......

So a complete arse (arse = Customer) asked if we could look at an RDX cartridge as there are some files he would like off it. Now like a lot of people who want a 'FREEBIE' he started waving the carrot at me "Yeah, I'm possibly going to have your Cloud Backup service but my priority is these drawings for the minute...." fortunately I've been doing sales far too long to fall for this old trick. I told the customer to drop the cartridge off at our offices, it's basically an SSD drive, and that we'd have a look. Sure enough, the following morning he'd dropped it off along with a compliment slip setting out the files he needed. I asked our Engineers to have a look and to cut a long story short the drive is corrupted so I called him to explain but before I'd even got into the tail end of my first sentence I got the old chestnut you always get when people realise they might have to pry open their wallet with a crowbar! "Well you supplied this backup system!" Now dear reader, let me just point out I knew nothing about the system he was provided with, I don't remember the in's and out's of systems I provided two weeks ago let alone his and as it turned out, it was never my deal in the first place! He then went on to say that we had installed a second backup solution along with the RDX. My best guess (Coz I'm clever like that) was that he also had 'Snapshot' a solution we used to actively sell a few years ago until we replaced it with our Cloud Service. I started to explain "Well I presume.." and he cut me off mid sentence "LET'S NOT PRESUME SHALL WE! Go and look at what we had." reeling backwards I thought "You cheeky f....." but conceded that it would be a good idea.

2012! You've got to be kidding me? 2012 he had that solution put in place! It also transpires that we offered him not only support but also our Cloud Backup service the following year in 2013 both of which he declined and now he's on the phone in 2018 trying to hoodwink support out of us with his "Well you sold us it!" Rang him back giving him the good news that he'd got no support and that the equipment (and probably the RDX drive?) was six years old! I could literally hear his brain go "Ah, feck" over the phone. I explained that back in 2012 we did set up snapshot to backup to his NAS drive to which he responded "Yeah, that's it, the NAS" I explained that if he was lucky and that the snapshot routine was still in place and the NAS was still plugged in he should have a copy on there.

Still not giving up on the attempt to get free help he asked where the snapshot software was. I explained that it would be on the server and how he could recover the files he wanted, as long as they are in the data set for the backup routine. He then asked me for the password to the server, how would I know? He then tried to make out they were never given it to which I responded "Well I find that very hard to believe because why would we give someone a device that was password protected and yet not give them the password? That's just silly." he then said that we must have a copy of it somewhere and could we give it to him. By now I'd had enough and wasted way too much time on it. I responded: "Sadly I can't help you there, unless specifically requested we deleted ALL data we held for our customers over two years ago in compliance with the GDPR." I did offer one of our Engineers services to look at the server and see if there was some way we could get into it at our standard hourly rate of course to which his disgruntled reply was: "I'll have a look myself and come back to you if needed."

Yeah, you do that.

The moral of the story is:

Keep your hardware up to date.

Take out a support contract.

At least know what equipment you have!

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