On Wed, 11 Jul 2007 22:17:40 +0100, geni geniice@gmail.com wrote:
And we /might/ have averted a lawsuit.
Prove it.
If that's your attitude then we are wasting our time.
You would rather have it phrased as citation needed? One of the basic parts of logical debate is that you can provide evidence to support your assertions.
No, I am saying that either one accepts that there is a risk that some complaints may result in litigation if not taken seriously, or one does not. If one does accept the possibility, then the judgemental has to be that of the person who handles the ticket, and if they make a mistake then we have to handle it tactfully and pleasantly as a learning experience.
You or I would undoubtedly have rejected this particular complaint as baseless straight away, but we have to accept that humans answer the queues and humans will sometimes make mistakes; where we err it is undoubtedly better we err on the side of safety.
The Register is missing that point. I think you are as well.
Even if the volunteer's judgment was so far out that we kick them from OTRS as a result, which I don't believe is so here, we still have to accept that OTRS is the system we have, and approach problems in a constructive way.
Guy (JzG)