This is the first time a customer actually made me cry from frustration

[prozacnation.livejournal.com]

In three years I've never had a problem with this set of instructions with a customer.

Actual Chat from a woman in Kentucky. More investigating, she did not work for MSN but for an advertising agency.

The chat looks longer than the time it took - it was a 10 minute chat.
We are also not allowed to log into the accounts nor ask for passwords unless it's completely necessary.
I should have just done that from the beginning instead of trying to explain something simple to her.

Yes I turned into a wuss today and cried. This was right before my lunch and I have never felt so much frustration I could barely type to her. In the end I'm wondering, was she doing this to make a fool out of me and to show that she has the upper hand over my job or was she just a dumb broad from Kentucky?


Me> Thank you for contacting your Online Internet Support. Please describe how I may assist you while I look into your account information and contact history.

Asshole Customer in KY> How do I increase my mailbox size? I am constantly receiving highwater mark e-mails, yet no solution as to how to receive a larger e-mail account.

Me> Sure thing!

Me> I'd be happy to assist you with that.

Me> To modify the quota allocated to your account, please perform the following:

1. Log into http://webmail.ISP.net with the head of household account.
2. Click on the "Settings" tab.
3. Click on the "Family Mailbox Administration" link. You will see the list of email addresses associated with your account.
4. Click on the address you want to modify.
5. Adjust your quota as needed. The total amount you have available will be shown beneath the "Allocate Quota" field.
6. Click "OK" to submit the changes.


Asshole Customer in KY> only have one e-mail account

Asshole Customer in KY> one address on my account

Me> Then click on that one under family management.

Me> That is where you manage the accounts.

Asshole Customer in KY> and i am going over my limit

Asshole Customer in KY> no 'family' to adjust size for

Asshole Customer in KY> it is not a hyperlink on my screen

Me> Please read above to rectify the issue.



Asshole Customer in KY> I ONLY HAVE ONE ACCOUNT

Asshole Customer in KY> you are not reading

Asshole Customer in KY> not me

Me> Yes and you are not understanding.

Me> All accounts are found there.

Asshole Customer in KY> only me, and i am over the 'small' box size

Me> Correct.

Me> That is found there too

Asshole Customer in KY> i only HAVE ONE

Asshole Customer in KY> no kids

Asshole Customer in KY> not even the dogs

Asshole Customer in KY> have an account

Me> Ma'am.

Me> Please listen and follow instructions.

Me> All email accounts are found under that link.

Asshole Customer in KY> yes cdenise

Me> Have you visited that link before coming into this chat?

Asshole Customer in KY> lol

Asshole Customer in KY> UNCLE

Asshole Customer in KY> i'll dial in for support

Asshole Customer in KY> yes

Asshole Customer in KY> and you are again

Asshole Customer in KY> not understanding

Asshole Customer in KY> this is not helpful

Asshole Customer in KY> I am the only account

Me> Then please click on help in the webmail section.

Asshole Customer in KY> thus only one e-mail under my account

Asshole Customer in KY> adn i am using the ENTIRE alloted space

Asshole Customer in KY> and need more space

Asshole Customer in KY> my question still stands

Me> Click here:

Me> http://webmail.ISP.net/webedge/do/familyMbox/subList?l=en-US&v=ISP

Asshole Customer in KY> how do I GET a larger size allocated for me

Me> And there you will allocate quota.

Asshole Customer in KY> lol

Asshole Customer in KY> uncle

Asshole Customer in KY> bye cdenise

Me> Please print out this chat session as it seems that you are having issues following the instructions found in webmail help.

Me> Help for your email is also found here:

Me> http://webmail.ISP.net/webedge/do/help/contacts?l=en-US&v=ISP

Asshole Customer in KY> cdenise

Asshole Customer in KY> are you reading

Asshole Customer in KY> i am over the 25,000k i am allotted

Asshole Customer in KY> on MY ONE ACCOUNT

Me> If you can please stop "LOLing" me then we can work together.

Asshole Customer in KY> me, only me

Asshole Customer in KY> i am in the box

Asshole Customer in KY> ?

Me> Yes you have 100,000kb to allocate.

Asshole Customer in KY> what is that

Asshole Customer in KY> cdenise let me copy/paste for you

Me> Please go to Settings -> family management -> your account will be found there.

Me> I understand as I only have one account as well.

Me> Please go here to get to your account

Me> http://webmail.ISP.net/webedge/do/familyMbox/subList?l=en-US&v=ISP

Asshole Customer in KY> Quota in Use
ASSHOLE in Kentucky (Head) ASSHOLE@ISP.net -- -- 9,228 of 25,000 KB

Me> To open another window, please hold down the SHIFT KEY on your keyboard and Left click on this link: http://webmail.ISP.net/webedge/do/familyMbox/subList?l=en-US&v=ISP

Me> I know.

Asshole Customer in KY> see i am ONLY alloted 25,000KB

Asshole Customer in KY> see that

Asshole Customer in KY> Quota in Use
ASSHOLE in Kentucky(Head) ASSHOLE@ISP.net -- -- 9,228 of 25,000 KB

Asshole Customer in KY> Quota in Use
ASSHOLE in Kentucky(Head) ASSHOLE@ISP.net -- -- 9,228 of 25,000 KB

Me> You have 100,000kb to allocate.

Asshole Customer in KY> lol

Asshole Customer in KY> noooooooooo i don't

Me> Please make the head account bigger by changing it from 25000 to 100000

Asshole Customer in KY> let's just say it isn't on my account

Asshole Customer in KY> can you check your side

Me> Do you wan me to log in and change it?

Asshole Customer in KY> that is what i have

Asshole Customer in KY> and 'all i have'

Me> Yes because I can follow my own instructions.

Asshole Customer in KY> please do

Asshole Customer in KY> pleaseeeeeeeeeeee i want you to go do it

Me> What is your password or do you want me to change it to 123456

Asshole Customer in KY> I do computer software for a living

Asshole Customer in KY> just not at ISP

Asshole Customer in KY> I work for MSN

Asshole Customer in KY> in support

Asshole Customer in KY> so excuse me challenging you

Me> You are not challenging me.

Asshole Customer in KY> it will NOT allow me to increase my useage

Me> Yes it will.

Me> What is your password for the account or should I change it to 123456?

Asshole Customer in KY> well

Asshole Customer in KY> is there any other support person I can ask

Asshole Customer in KY> george

Asshole Customer in KY> my password is george

Asshole Customer in KY> as in george washington

Asshole Customer in KY> easy to remember the first president

Asshole Customer in KY> and had nothing to do with my life

Me> Here is the link you need to click on

Me> http://webmail.ISP.net/webedge/do/familyMbox/editHOH?l=en-US&v=ISP

Me> This is where I'm changing the quota.

Me> Username ASSHOLE

Allocate Quota Allocate quota to this account:

Me> 25000

Asshole Customer in KY> thanks please do

Me> 75000 KB are currently available.

Me> Canyou see you have 75000 currently available?

Me> Please click on that link to follow me.

Asshole Customer in KY> here is what i see

Asshole Customer in KY> Quota in Use
ASSHOLE in Kentucky (Head) ASSHOLE@ISP.net -- -- 9,228 of 25,000 KB

Me> You are not in the right part.

Me> Please click on this link or copy and paste it into another window.

Me> http://webmail.ISP.net/webedge/do/familyMbox/editHOH?l=en-US&v=ISP

Asshole Customer in KY> i clicked your link

Asshole Customer in KY> hat is where i go

Me> http://webmail.ISP.net/webedge/do/familyMbox/editHOH?l=en-US&v=ISP'

Asshole Customer in KY> okay

Me> NOw what do you see on the page?

Me> http://webmail.ISP.net/webedge/do/familyMbox/editHOH?l=en-US&v=ISP

Asshole Customer in KY> i am at that place

Asshole Customer in KY> i see that

Asshole Customer in KY> yes

Me> Great!

Me> Then type in 100000 .

Asshole Customer in KY> i do and i can handle the increase storage space

Me> And you have increased your quota.

Me> That was from my instructions.

Asshole Customer in KY> done

Me> Then log out and then log back in and the changes will take place.

Asshole Customer in KY> how large can this account be expanded to?

Asshole Customer in KY> okay done

Me> 100000 kb.

Me> That is the maximum.

Asshole Customer in KY> thanks

Asshole Customer in KY> you did it

Asshole Customer in KY> and i do appreciate it

Asshole Customer in KY> thank you very much

Me> Thank you for assisting user:ASSHOLE User has closed the issue and left chat.

Me> CUSTOMER LEFT THE CHAT SESSION.

Me> Is there anything else I can assist you with today?

Me> Thank you for chatting with Online Internet Support.

Comments

[gotica.livejournal.com]

OW OW OW OW OWWWWWWWWW

That hurt.

[prozacnation.livejournal.com]

I didn't know how much more clear to be...I gave her direct links to ever page.

[prozacnation.livejournal.com]

^^every.

My brain is still fried from that.

[trayce.livejournal.com]

What. A. Fucking. Beeyotch. :|

[gilmoure.livejournal.com]

Um, can I buy you the ammo and a sniper rifle?

[yndy.livejournal.com]

You have the patience of Job.

At some point, you want to say "Look - do EXACTLY the steps my instructions say - and if you can't allocate all 100000KB to that account using my steps, then I'll buy you a freaking pony!!!"

jeebus.

I would've cried too.

[jecook]

::hands you a stiff drink, and the control to the orbital laser platform::

Nuke. Orbit.

[brothersterno.livejournal.com]

one of my favorite things from online support was leading the customer down the "Garden Path".

Best one ever was some guy who was getting an IP conflict. I carefully explained to him that he only had three IPs bound to his user, and that was user/PVC specific, and that the only way he's getting an IP conflict is if he's assigned the same IP to two MAC addresses in his LAN.

I've never seen anyone that embarrased over text. He'd assigned the same IP to two different interfaces on the same machine.

[snoopyh42.livejournal.com]

Cleanse it with fire.

[valiskeogh.livejournal.com]

ugh...

[jahbulon.livejournal.com]

iawtc

fire is chlorine for the gene pool

[bekscilla.livejournal.com]

*huuuuuuuuugs* What a freak. She's insane

[quinn222.livejournal.com]

What a moron. How do so many people who cannot follow simple instructions get and keep jobs???

[kuang.livejournal.com]

I have read this post THREE TIMES and I STILL can't see what it is ABOUT. Can you READ IT TO ME?!?! I am at a COMPUTER. LOL.

*shakes head*

Paddling in the shallow end of the gene pool doesn't even come close.. ;) You were remarkably composed and I commend you on consistency in the face of stupidity. Have a sweetie :)

[ghostdandp.livejournal.com]

I've been on location with people like that.

I'm very good at not changing the tone of my voice when I get pissed off.

I am not good at changing the look on my face.

It has resulted in awkward situations.

[asim.livejournal.com]

It's the only way to be sure.

[ladynisa.livejournal.com]

Kill it. Kill it lots.

[thalionar.livejournal.com]

aieee! the stupidity! it burns!!!

[mouser.livejournal.com]

There comes a point where you stop explaining, and just say "DO THIS."

When they ask why, I've ACTUALLY said "Because I say so!"

[bamatone.livejournal.com]

Me> Do you wan me to log in and change it?
Me> Yes because I can follow my own instructions.

Haha, so awesome.

[greylady.livejournal.com]

I think I would have cried too. Let's edit the world.

"You're not listening to me!!1!11!! eleventy-one1!!"

"Yes I am, you're just wrong. Now do what I told you to, shut up, and go away. Thank you and never contact us again, you're too stupid to use technical support."

Wouldn't that be satisfying.

[sunnylioness.livejournal.com]

ow. just... ugh.

We keep considering starting up chat support and we have a lot of those customers too... Every time the subject comes up, I think about all the times I've had to walk a customer through how to reboot their computer.

[phrogg.livejournal.com]

That's why i like working internal support...we run Dameware on our network, so when i get one of the brain-dead callers (which happens all-too-frequently), i can pop onto their computer and guide them that way.

Of course, i've also had people make my job harder even WITH that software. One lady i did this with, i was even telling her over the phone, "I'm going to take control of your mouse for a moment...can you see it moving on your screen?" The lady looked at her screen, flipped out and ripped the power cable out of the back of her computer.
STUPID
PEOPLE
SUCK.

My condolences for your rough day.

[prozacnation.livejournal.com]

I take it you don't work with certain kinds of Chat Software. You know ones besides AIM. They are called Pre-fabs in the Chat program and not Macros.

We have hundreds of them, however they aren't marked under "Dumbasses from Kentucky who should choke on their coffee."

You sound like a previous co-worker who would ask for time off from chats to "work on his pre-fabs." Eventually he was told by management "You cannot make one up for every situation that comes in." Do you know why he wanted to work on them? So he could "pre-fab them to death" and never have to actually talk or do tech support.

He is no longer employed by the company. Heh.

[sigurther.livejournal.com]

The problem was not that this woman was unable to follow the simple instructions that you issued her which would have quickly and easily resolved the issue... The problem was that SHE WOULD NOT. She wanted you to do it for her, in a nutshell. That much is obvious to me.

Oh, and that this is some fucking 'uses teh intarwebpipes cuz its cool lol' idiots who doesn't know how to text chat in any other way than she does with her equally imbecilic friends, generally while using a phone.

Works for MSN? What, on fucking Bizzaro Earth?

ME AM SYSTARM ADMAN! I FUXES COMTUBPARS.

[phaedra-13.livejournal.com]

OMFG. I'd have cried too. PLEASE tell me that most of your service chats are not that bad??

[kelly-bean.livejournal.com]

lmao

WOW. talk about paranoia

[evilbill1782.livejournal.com]

Oh Gods. You have FAR more patience than I would have in that situation! I'd have said 'OK, bye, screw off!' as soon as they said "I'll dial in for support, bye".

[sputtertoo.livejournal.com]

After dealing with support from MSN I would say that she is on par with working for them.

[anamacha.livejournal.com]

wow. I have enough trouble treating people like three year olds over the phone. I can't even imagine doing it over chat -- only I'd get to laugh more.

Kudos to you.

[prozacnation.livejournal.com]

They aren't. This has to be the worst one I have ever had in three years.

[prozacnation.livejournal.com]

And she never commented that I said that :D

[prozacnation.livejournal.com]

Ohmigod. I couldn't imagine dealing with her on the phone.

That would have been a supe call. I get that "pissed off" sound in my voice.