*slow, methodical headdesk*

[tersa]

So, all week, this customer contact based out of India has been agitating to talk to me on the phone about an issue they're having (despite the fact that it's a pretty cut and dried issue and I've provided them all the information they'd need to make decisions about it). I've been trying to get him to commit to a time, since I know his work shift

Comments

[merlinofchaos]

I don't understand. If he won't give a time, call him on your schedule. I.e, get in at 9 or whenever you normally get in, call him, and if he's not in say "I tried to call you like you said, but you weren't in. I'll try again tomorrow" and he'll either commit to a time or you'll keep missing him, either way is a win for you.

[tersa]

Although the customer contact is located in India, the company he works for is on the East Coast, and the way our support contracts work, that entitles him to support from 8-5 Eastern time. Which means that if his work shift does overlap Eastern time, but not mine, I feel obligated to try to meet that in order to fulfill the SLA. :/

8am PST = 9:30pm IST, so I didn't really want to call him that late without prior, positive confirmation.