You know, fingers in ears, making a noise so you can't hear.
Its funny when a person does that, but when a large corporation does it, its just sad, and when its a major communications company!!!
We can add notes to update a fault report, sensible. We can close faults if they need closing, sensible. But look, new technology so new fault systems, so design it differently.
Key new features:-
1. Reporter cannot close the fault until it is cleared back to them for retest.
2. Reporter can however add notes, so notes like "problem sorted you can close it now".
Next step: tell staff that it is official policy to ignore the notes put on by ISP, but don't tell the ISPs this!!!
Next step: make the system itself ignore the notes (and make the system tell the ISP this).
OK, so we email in the notes that are rejected, typically things like "looks OK now, thanks, you can close it"...
Oh, and just for fun, make it so the system will keep faults for days, weeks, even months, without sending back for retest ever. This stops any new faults being reported so saves a lot of hassle for telco!
Obviously that is bad for service level guarantee, so make the clock stop at 39 hours and 36 minutes on a 40 hour target as well. Then no payout (even if only about £1.50) as not over 40 hours.
Next step: stop taking any notice of the ISP emailing in notes now. Ignore emails and then ask the ISP to stop sending then.
Well, our plan is to FAX the update in a letter automatically to their registered office addressed to the company secretary. See if they start ignoring at that level..
What comes after that I wonder? Recorded delivery letters to the managing director's home address?
Maybe just send the boys round would be the answer but we don't do business like that, honest.