Continued from page 1
SHE: "Ah...mmmmm...tha...hmmmm....well, yes...alright." Sherry gives her a final glare and we go to
machine.
Sherry goes through same procedure that I used. And, I watch closely as she keys in PIN, hits WITHDRAW CASH, selects account, and punches in 140.00, and lo, money runneth over! And immediately, I know why machine ate card when I did it, and I know also that there probably is a program bug in software or firmware. A bug so simple, a novice programmer would be able to fix it...or maybe an ATM service techy.
"Ya gotta be kidding," says Sherry looking at machine, shaking her head, when I tell her. I nod my head, grinning like an idiot. "Well," says Sherry, "what are yer gonna do about it?"
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What I Thought Of Doing: "Now, *I'm* gonna have some fun..." Leaving Sherry to count money, I go back to Service Desk.
'Colgate' is still there, smiling but obviously a bit uncomfortable to see me back. "Good news...it worked OK." The relief on her face was palpable. I paused. "And, guess what?" She leaned forward slightly, expectantly. "I know why machine failed first time I did it..." And smiled. She looked a bit confused, but then even more expectant.
With a wave, I said, "Have a day!" and walked out. __________________
What I Did Instead: "Now, *I'm* gonna have some fun..." Leaving Sherry to count money, I go back to Service Desk.
'Colgate' is still there, smiling but obviously a bit uncomfortable to see me back. "Good news...it worked OK." The relief on her face was palpable. I paused. "And, guess what?" She leaned forward slightly, expectantly. "I know why machine failed first time I did it..." And proceeded to give her a very detailed and complicated explanation, very quickly. I really wasn't too concerned about her comprehension; she looked a bit confused as I finished...which was understandable, given jargon I used.
With a wave, I said, "Well, there you are...better get it done quickly!" and walked out.
CRM? Cruddy Response Management, is what I say. ;-)
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P.S. OK, if you want to know why ATM ate Danny's card first time (in Part 1), click this link and fill in form: http://online-wealth.com/crm_solution.htm .
Roger Burke has been involved with computers since 1967, and has managed to break quite a few, over the years. He, and his wife Sherry, are now actively engaged in online self-publishing and promoting specific affiliate programs at http://online-wealth.com . If you have any comments or questions about this article, please send emails to mailto:webmaster@online-wealth.com . Copyright 2001, Online-Wealth. All rights reserved.
