OMG — recieved an email last week about the problem with my laptop wireless not working and I cannot believe the stupidity of the help desk.

“Dear ______
We are pleased to inform you that your reported Incident has been resolved.

Summary: DER:Laptop: Network connection (wireless)

Your reported Incident has been resolved with the following resolution:

Will be resolved by update to image on netbook. Waiting for DMIG to release the image and imaging tools.”

Generic email or not, and mixed tenses aside, I really do not understand how one can call a problem fixed unless the proposed resolution to the problem has been applied and successfully resolved the problem !

The help desk has gone from telling me it is a hardware problem to acknowledging it is a software issue, and then saying the problem is fixed when for me it clearly has not been.

I relogged the complaint, after some searching for the online complaint service only to discover the limited application of problems allowed to be logged and recieved a second email:

“A solution for re-imaging netbooks is currently overdue for release. As soon as this is provided, the school TSO will be notified and they will reimage that netbook in order to resolve the problem.
In the meantime, once the school has its S1 allocation of netbooks, it will be possible for the TSO to loan you a netbook from the pool of spare netbooks provided for you to use until the netbook can be reimaged.
Please note that no offence is intended with the “We are pleased to inform you that your problem has been resolved” text from the email. It is a generic auto-generated email that we have no control over.”

Again — if the solution has not been successfully applied and the issue resolved then I don’t see how you can call it so. No date for the update has been given even in estimate, and no problem resolved.