Kentucky Woman comes back

[prozacnation.livejournal.com]

Back in this post, I had to deal with this crazy woman from Kentucky regarding her email.

I thought the department was done with her until I hear my cow-orker say that he got her one night because her Cable TV went out. We don't handle Cable TV issues at all. They are referred to a different number. However if you don't have Cable TV (area outage) then you don't have internet. She couldn't grasp that and thought there was a fix all for everything.

Notes: Things I found out by searching her name on google.

She doesn't work at MSN. She's an HR person for a Southern Based Italian American restaurant chain. I found her name on CareerBuilders doing HR for the company and being the go to person for resumes.

She has an MSN address (the forward is on her ISP email address in LDAP) therefore she should have a dialup backup. That is seen here since she "chatted in" for chat tech support.

She doesn't live in "rural kentucky" as she states.

The ISP she thinks she is sending a complaint to isn't the right one. Her area is being taken over (not soon enough in my opinion.)

The Private Comments (pvt) at the end are the ones I put into billing to warn others if and when she calls in. It wasn't a child calling in. It's an adult woman who is fucking nuts. Those came in handy for the cow-orker who handled the chat.

She didn't even let the person put the greeting, she came in freaking out.

[22:12] Asshole Customer in Ashland KY> HELP THERE IS NO TV or Internet Service! When When When will ... it be restored. I have serious business to deal with and yet NO INTERNET connection! Can you help?

[22:13] Asshole Customer in Ashland KY> COW-ORKER'S NAME????

[22:13]Cow-orker> 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.

[22:13] Asshole Customer in Ashland KY> HELP THERE IS NO TV or Internet Service! When When When will ... it be restored. I have serious business to deal with and yet NO INTERNET connection! Can you help?

[22:13] Asshole Customer in Ashland KY> HELP THERE IS NO TV or Internet Service! When When When will ... it be restored. I have serious business to deal with and yet NO INTERNET connection! Can you help?

[22:13]Cow-orker> I apologize, but I am only in technical support for the internet. Please contact the Cable television department at 1-xxx-xxx-xxxx and they will be able to assist you.

[22:13] Asshole Customer in Ashland KY> Any estimation of how long the connection will be down

[22:13] Asshole Customer in Ashland KY> I DID CALL THAT NUMBER

[22:13] Asshole Customer in Ashland KY> keep getting

[22:13] Asshole Customer in Ashland KY> a recording

[22:13] Asshole Customer in Ashland KY> saying all lines are busy

[22:13] Asshole Customer in Ashland KY> no one will answer

[22:14] Asshole Customer in Ashland KY> and then a busy signal

[22:14] Asshole Customer in Ashland KY> so how can you help me with my e-mail/high speed internet

[22:14] Asshole Customer in Ashland KY> i did CALL

[22:14] Asshole Customer in Ashland KY> HELP

[22:14] Asshole Customer in Ashland KY> SOS

[22:15] Asshole Customer in Ashland KY> please see if you can find out a time Cow-orker.



[22:15]Cow-orker> I have called the phone number and it is currently working. I apologize, but if your cable television is not working, your internet will also not work. You would need to contact the cable television department at 1-xxx-xxx-xxxx.

[22:15] Asshole Customer in Ashland KY> i did call

[22:15]Cow-orker> I -

[22:15] Asshole Customer in Ashland KY> i am on my cell right now

[22:15] Asshole Customer in Ashland KY> if you call me i can let you hear

[22:16] Asshole Customer in Ashland KY> the message i receive

[22:16] Asshole Customer in Ashland KY> the same number you say you can connect

[22:16] Asshole Customer in Ashland KY> says all systems are busy

[22:16] Asshole Customer in Ashland KY> then when i actually make it into ISP.

[22:16] Asshole Customer in Ashland KY> it says currently all customer service reps are busy

[22:16] Asshole Customer in Ashland KY> and i receive a busy signal

[22:16] Asshole Customer in Ashland KY> this has been going on since 7:40 PM

[22:16]Cow-orker> I apologize, but the phone number is currently working. There is nothing I can do on my end if the cable television is not working.

[22:16] Asshole Customer in Ashland KY> it is now 3 hours later

[22:16] Asshole Customer in Ashland KY> and NO ONE answers

[22:17] Asshole Customer in Ashland KY> yes

[22:17]Cow-orker> You would need to call the phone number in order for them to assist you.

[22:17] Asshole Customer in Ashland KY> the number works

[22:17] Asshole Customer in Ashland KY> but NO ONE ANSWERS

[22:17] Asshole Customer in Ashland KY> YOU TRY TO GET AN ASSITANT TO ANSWER YOU

[22:17] Asshole Customer in Ashland KY> the phone recording answers

[22:17] Asshole Customer in Ashland KY> yet NO CUSTOMER SERVICE AGENT AVAILABLE

[22:17] Asshole Customer in Ashland KY> you try

[22:18] Asshole Customer in Ashland KY> says after holding on for 5 minutes that no agent is available and ISP is sorry

[22:18] Asshole Customer in Ashland KY> so what am i to do but connect here and BEG YOU

[22:19]Cow-orker> I apologize, but I am unable to assist you if your cable televsion is not working. You would need to call the phone number at 1-xxx-xxx-xxxx.

[22:19] Asshole Customer in Ashland KY> okay .. thanks for not helping

[22:19] Asshole Customer in Ashland KY> not trying to help

[22:20] Asshole Customer in Ashland KY> again, another reason, i wish there were more high speed options in my rural Kentucky area

[22:20] Asshole Customer in Ashland KY> trust me I want a copy of this chat

[22:20] Asshole Customer in Ashland KY> so I can send it to ISP's headquarters

[22:20] Asshole Customer in Ashland KY> People vote with their business

[22:20] Asshole Customer in Ashland KY> too bad I can't get somewhere else

[22:20]Cow-orker> You can obtain a transcript by clicking on the View Transcript button when you end this chat session.

[22:21] Asshole Customer in Ashland KY> thanks for the apology

[22:21] Asshole Customer in Ashland KY> glad YOU HAVE INTERNET SERVICE

[22:21]Cow-orker> Do you have any other questions or concerns that I may assist you with today?

[22:21] advanced_tool_log > user Asshole Customer in Ashland KY has left room

[22:21] Cow-orker (pvt) > Customer has been coming into chat harassing chat agents as per previous notes

[22:21] Cow-orker (pvt) > CC -- CUSTOMER LIKES TO TAKE PLEASURE IN HARASSING AND MAKING FUN OF THE CHAT TEAM TRYING TO HELP UNLESS OF COURSE THE CHILD OF THE ACCOUNT HOLDER WAS LOGGING IN AND GIVING THE CHAT DEPT A HARD TIME. CANNOT FOLLOW INSTRUCTIONS

[22:24]Cow-orker> For your records, the reference number for this chat session is xxxxxxxxx.

[22:25]Cow-orker> Thank you for chatting with ISP's Online Internet Support. You can obtain a transcript of the session by clicking on End Session, then View Transcript. Please be sure to participate in our chat survey after ending the session as well. We appreciate your feedback. Have a good day.

Comments

[snoopyh42.livejournal.com]

Is this a transcript of a voice call, or a chat session? If it's a chat session, I don't understand why she's complaining that her internet connection is down.

[prozacnation.livejournal.com]

Chat transcript.

They dial into their other ISP, track down the chat room for tech support and then start bitching.

AOHell users are infamous for this especially FloriDUH AOHell Lusers.

She must have MSN dialup to do this and waste her time.

[thalionar.livejournal.com]

hey, at least it's chat!

[turningallblue.livejournal.com]

I am horrified that she works in HR. Now I know why my application to the job I really want is taking an eon and a half to go through.

[lihan161051.livejournal.com]

One reason having "tech support" in your resume might NOT be a win for you. :S

(either in terms of not getting the job, or in terms of getting the job and then going through pure hell as she takes out her frustrations on you for being one of those evil unhelpful tech support people who laugh at her for the lack of knowledge she's aware of but would never admit ..)

[lihan161051.livejournal.com]

Phone is worse. Believe me. It's amazing what people think they're entitled to just by breathing, and how meaningless it is to them that they feel entitled to things that would bankrupt any business that actually provided them .. and it's equally amazing how persistently belligerent they are when they don't get immediate gratification. Sometimes I think they're like that with everyone they deal with (which would mean they have few genuine friends) and sometimes I think they're decent to their friends but consider support techs unworthy peons who deserve to be abused ..

[lihan161051.livejournal.com]

One of my other support pet peeves, people who find the support that *will* answer and bring all their issues with *everything* to that one support channel.

It's especially tedious when they bought a product from a manufacturer that makes both the hardware and the OS, as well as publishes most of the preinstalled software, and call that company's support for everything from their POP server throwing intermittent connection errors (a server side issue), to printer issues with a non-OEM driver, to their router not working. And then go ballistic when told that they need to go to the people who *actually made and support what's causing the issue*. Being able to see when a call is unavoidably going to go down the toilet that way doesn't make it any more pleasant when it happens.

(And it doesn't help when the people who actually support the thing that's actually causing the issue hear the name of the computer manufacturer and then immediately push them back to that manufacturer without doing anything to find out what's actually happening or why it may indeed be their product ..)

[thalionar.livejournal.com]

oh, I know it. I do internal phone tech support.

Once, a woman was *fired* for the way she treated me. She was abusive, obnoxious, cussed the whole time, and didn't let me do my job. THEN she had the nerve to complain to her manager that *I* was a bitch. Fortunately, the call was recorded. The manager got about 45 seconds into listening to the call, and made the woman listen to it. I got a handwritten note of apology from the woman and the manager, and the bitch got fired.

Fortunately, the vast majority of my customers aren't *that* bad, but really. People try to bully me all the time into doing things for them that I can't either am literally incapable of, or it's unethical, or against policy. Almost daily do I get threatened with my job. It's astonishing.

Salespeople who would never consider eating while talking on the phone to a client munch chips.

Call center reps who would be fired so fast their head would spin for taking "that tone" with a customer are regularly condescending. Um, I'm sorry, I thought *you* called *me* for help?

This is not the "helpless desk" because I can't reset your password. Guess what, brighteyes? Your manager didn't request that your ID was renewed any of the 6 times he/she was sent an email to remind him/her. I can't reset your password because your account is disabled and your manager will have to submit a request to have it enabled.

Sorry for ranting in this thread. It's been a crappy day and I've only been here 2 hours.

[turningallblue.livejournal.com]

I sent my resume in before I started working in tech support. :)

[prozacnation.livejournal.com]

I really want to know what she looks like! :D

[jecook]

Wow. Anyone who is that abusive should be denied as a customer. Seriously, it's not worth the headache.

[canray.livejournal.com]

Even worse is the customers who think that the Service Company now is responcible for their computer.

More than once I had to deal with issues over the computer not starting when I worked a cable ISP (Like the chatter above.).

I had a number of aquiantences that were in Chat Support, and the number of people who would use dial-up with no connection issues was astounding. All they could advise was to phone in after trying a hard boot of the cable modem.

Or advise of an outage, if we knew about the outage, and it was officially declaired.

That's another thing that royally ticked me off... But that deserves it's own post, I bet.

[prozacnation.livejournal.com]

I agree!

We've had customers come in to only push the buttons of the employees. Management sides with the customers. We've had two people lose their jobs due to customers who are repeated offenders like the above.

[anamacha.livejournal.com]

seconded. Just reading this 3d party-like makes me wanna punch a bitch.