Another cable support story
Oct. 13th, 2006 06:19 pm![[identity profile]](https://www.dreamwidth.org/img/silk/identity/openid.png){kind=small}
attackgypsy.livejournal.com posting in ![[community profile]](https://www.dreamwidth.org/img/silk/identity/community.png){kind=small}
techrecoveryThis happened Wednesday night.
CS: Customer Service Rep, who make 1/2 the money I make.
TS: Technical Support. aka, yours truly.
PC: Panicking customer.
TS: Good evening, my name is AttackGypsy, how can I help you?
CS: This is CS, I have PC on the line, who says her system is down.
TS: System is down? As in she can't connect?
CS: No, as in her computer is down.
TS: We can't help her here. She has to call her manufacturer.
CS: Well, you -HAVE- to help her
TS: No, I don't. There's nothing -I- can do for her.
CS: One moment, I'll introduce you.
*extremely lame hold music*
CS: PC, I have AttackGypsy on the line and he will assist you further. (CS drops out of the call)
TS: (having no choice now) Good evening PC, how can I help you?
PC: My computer went down.
TS: As in your cable connection is gone, or your computer is crashed.
PC: Computer is crashed. My screen is black and nothing will turn on.
TS: Well, you're going to have to call Dell (I can see a Dell return on her net connection) to get that fixed.
PC: No, I don't want to do that.
TS: You have a solid internet connection. I can't fix your computer at all.
PC: You have to help me! Dell won't help me! You're the only people who will!
TS: Can you hold one moment, I want to check something.
Ok, I kinda felt sorry for her, having dealt with Dell myself in the past. I called Dell for her, explained who I was, that I had one of their customers on the phone, who was really upset. The rep agreed to take the call. And guess what the tech's name was? Abe. I asked for his last name for my call records. Lincoln.
Yes, I was speaking with Abe Lincoln.
Okay...
My supervisor pulled out a bible and made me swear on it that this was the truth when she read the ticket.
She got the recording of the call last night, and told me about it. When I came back from lunch, I found a bunch of pennies strewn all over my desk.
CS: Customer Service Rep, who make 1/2 the money I make.
TS: Technical Support. aka, yours truly.
PC: Panicking customer.
TS: Good evening, my name is AttackGypsy, how can I help you?
CS: This is CS, I have PC on the line, who says her system is down.
TS: System is down? As in she can't connect?
CS: No, as in her computer is down.
TS: We can't help her here. She has to call her manufacturer.
CS: Well, you -HAVE- to help her
TS: No, I don't. There's nothing -I- can do for her.
CS: One moment, I'll introduce you.
*extremely lame hold music*
CS: PC, I have AttackGypsy on the line and he will assist you further. (CS drops out of the call)
TS: (having no choice now) Good evening PC, how can I help you?
PC: My computer went down.
TS: As in your cable connection is gone, or your computer is crashed.
PC: Computer is crashed. My screen is black and nothing will turn on.
TS: Well, you're going to have to call Dell (I can see a Dell return on her net connection) to get that fixed.
PC: No, I don't want to do that.
TS: You have a solid internet connection. I can't fix your computer at all.
PC: You have to help me! Dell won't help me! You're the only people who will!
TS: Can you hold one moment, I want to check something.
Ok, I kinda felt sorry for her, having dealt with Dell myself in the past. I called Dell for her, explained who I was, that I had one of their customers on the phone, who was really upset. The rep agreed to take the call. And guess what the tech's name was? Abe. I asked for his last name for my call records. Lincoln.
Yes, I was speaking with Abe Lincoln.
Okay...
My supervisor pulled out a bible and made me swear on it that this was the truth when she read the ticket.
She got the recording of the call last night, and told me about it. When I came back from lunch, I found a bunch of pennies strewn all over my desk.
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no subject
Date: 2006-10-13 10:23 pm (UTC)no subject
Date: 2006-10-14 12:07 am (UTC)Your supervisor rocks.
no subject
Date: 2006-10-14 03:03 am (UTC)no subject
Date: 2006-10-14 07:39 am (UTC)CS: Well, you -HAVE- to help her
TS: No, I don't. There's nothing -I- can do for her.
CS: One moment, I'll introduce you.
TS: No, you won't. *click*
no subject
Date: 2006-10-14 07:56 pm (UTC)no subject
Date: 2006-10-16 01:21 pm (UTC)"OK, now, you need your password reset for your email, you have to call your ISP, and they're going to try to refer you back here just like they did before, but don't tell them it's a problem with your computer. Just keep saying 'password' and do not let them transfer you back! OK? You fired up? Good! GO!" hee.
no subject
Date: 2006-10-21 09:22 am (UTC)You're using dial up and the software says it can't find your modem? Okay, let's see if you have a modem installed in windows.
Nope.
Over to dell for you.
"But you HAVE to help me install my modem in windows!!"
Ummm...nope.
no subject
Date: 2006-10-23 01:30 pm (UTC)Dell fired me in 2001 so they could hire four Indian techs. I do not want to be referred to as "you." :)
no subject
Date: 2006-10-23 03:42 pm (UTC)Got your bill? We have some security questions to ask.
And no, it's not "what was your first pet's name" crap either. We make you read stuff off of your bill.
This started 3 weeks ago. Should last until just after Xmas. Then it will go back to just resetting. Call times have shot up, and so have irates.