now i get it...

recently, i was handed a ticket by my TL. its a ticket normally done by the HQ ppl. not us in offshore...
so when i look into it, not much info can be gathered. so i sent a reply to the ticket requester, a normal standard reply. moments later, the HQ project lead sent an email to me acquiring the latest info of that ticket.. well, i just got the ticket & the requester haven't replied it.. so, assuming shes goin to update the requester, i juz fwd the info to her & gladly asked her to fwd it.. but wat do u know... i took the wrong step... NEVER ASK A HIGHER EXEC to pass the info, it pisses them off...
ok, point taken..
so days go by & the user finally replied, with same info in the ticket, but with pictures.. at least got pictures, pictures paint a thousand words i must say.
so, me & my senior did the investigations... and what we found out is exactly wat the error message explains...
as the requester & the Project Manager already hot over this, i called the requester to give him some advice..
what do u know, the requester picked up the fon with a grumpy voice & an replied all my questions snobbishly... heck, he's the client.. u have to juz hang in there...
so when i asked for more info & stuffs for him to do, it seems he doesnt know wat to do & not eager to help out.. OK la... so i juz informed him i be getting back to him once i further the investigations
thenn....... the next day comes.... bang!! the requester made a big fuss over it, saying dat wat i juz did is juz readin the error message... and wanted a discount for this support... all the bosses were fired up becoz of this...
luckily, my TL listened to my explanations & fwded it to the local manager & all the big guns... and the local manager simply put "GOOD ONE", which my TL said, thats da best good reply i can ever get...
and today, the Project Lead says she's understood the situation, and finally got the story straight, yup u gotta know the story from both sides...
but i just learned one thing valuable, its hard to get a gud natured person from the other side of the world, not being racists or wat, but its true... those guys alwiz think they are better of and likes to look down on us... heck man... we r juz da same & capable wif u guys.. but ok, I take this as a lesson for me... have to be more professional & more consultant-like thinking...

gambatte kudasai to myself then.....