"Dr. Jekyll and Miss Bitch" a true, WTF moment.

[darkblade1.livejournal.com]

I just had a "what the fuck" moment. I'll try to spill it out in context.

So I'm walking a lady through getting her new cable box hooked up to her television. Everything is running smooth, and she's slowly following directions until I get to the power cord. She was nice and polite.

Cust: "So uh, is it the black cord that's marked AC 120V?"
Me: "Yes"
Cust: "Where do I plug it in?"
Me: "To a power outlet located in your house."
Cust: "So the black cord goes from where to where?"
Me: " The power cord, black will connect from the box to the wall."

So she connects the power, I have her switch to channel 3, and she has TV. Tada.

Now it's time to program the remote as most people do. My place forces us to walk through it instead of referring them to the MANUAL that comes with it.

Me: "Ok, so now it's time to program the remote to the TV."
Cust: "The remote doesn't work for the TV, it only works for the cable box."
Me: "I know, the remote doesn't know your TV yet, we need to program it so it understands it. So, let me have you hit TV, then hold setup until TV blinks twice."
Cust: "It blinked 3 times."
Me: "Ok, we can try again. Hit TV once, then hold down setup until TV blinks twice."
Cust: "Ok, it blinked twice."
Me: "Great, now put in the code 0054."

After putting in the code it didn't take it. She had a Phillips TV, and I only had one more code to try. I repeated the process above again just to verify she was doing it right. On the second attempt...

Cust:"So I hit TV and then power."
Me: "No, hit TV then hold down set-"

Cust: "Listen, I'm hitting TV and power and it's not turning off the fucking TV. When I hit cable and power it turns off the fucking power to the cable box and I can turn that piece of shit on and off, so stop telling me to hit TV and power asshole because it doesn't fucking work when I hit tv and power. It doesn't fucking work asshole. You tell me to hit TV and power, and it doesn't fucking work. It works with the goddamn box, but it doesn't work with the TV asshole.

At this point, i'm like what in the fuck, this call was going well. She's following directions to a T, being very polite, and I haven't told to do any of the above about TV, Power.

Me: "Ma'am, if you curse one more time I'm going to disconnect the call."

Cust: "I'm sorry."

After being completely flat with my voice in the entire call, the remote wouldn't take the code for her Phillips TV. She was ok with that, and didn't swear throughout the entire call.

It was just so....bizarre. She was cool through the call, then completely went into "batshit crazy mode" for talking about TV and then Power. I never told her to push the power button through the entire call.

Nonetheless, I guess I'm glad it's my "Friday"

Comments

[serena-snape.livejournal.com]

I feel your pain. i work tech support for DirecTV. a lot of our remote programming calls go like this:
tech: Okay, now press the PWR button under the mode switch
cm: it didn't do anything.
after going through some twelve odd codes trying to program, and verifying that all the right buttons were indeed being pressed...
cm: um, actually you said to hit pwr didn't you.
Tech: ...yes ma'am, have you not been pressing pwr?
cm: no, i've been pressing tv power off

i swear to the gods i want to strangle whoever decided it would be a good idea to have a tv power on/off button AND a PWR button on our white remotes.

[pirogoeth.livejournal.com]

Maybe she has some kind of behavioural problem that makes her have these kind of outbursts? At least one could hope...

[kyidyl.livejournal.com]

Maybe she has something like tourettes? Not that I know much about tourettes, so maybe she has some sort of behavior disorder likr tourettes is portrayed to be? Y'never know.

If not...that is really a WTF?? O.o moment

[ladynisa.livejournal.com]

Selective tourettes?

[patgund.livejournal.com]

Wow. Torrette's much??

[ateji.livejournal.com]

Whoa. Stop listening to the voices in your head, lady. (Give her a t-shirt: "I know the voices aren't real, but they have some good ideas.) Er, yeah. *scampers off*

[hisamishness.livejournal.com]

I like that shirt idea....
I might have to wear it to the range some day... ;-)

[ateji.livejournal.com]

Someone in my household owns one. :)

[forever-damned.livejournal.com]

That's pretty much the reason why I will NEVER do phone based tech support :p

[turningallblue.livejournal.com]

Admittedly, I've flipped my shit on electronics before. There wasn't even anyone trying to walk me through anyything. I'd just get frustrated, whip the remote/controller/whatever on the ground (or the manual, as is the case with the PC I'm building) and let loose on a verbal tirade. There's a good chance that this had absolutely nothing to do with you, and everything to do with the equipment.

[attackgypsy.livejournal.com]

You work for a cable company, and you're allowed to disconnect a call?

We're NEVER allowed to disconnect a call. Ever.

We can call for a lead, but if we do that, even once, we're liable to get canned for "not being able to handle the job" or "incompetence".

I don't have a choice but TO TAKE IT.

And yes, I'm looking. Believe me, I'm looking.

[darkblade1.livejournal.com]

Man...that's harsh. Nah, if they're abusive and to the point where the call is going nowhere, we can drop it and notate it.

[normal1.livejournal.com]

There's no one in this world who can pay me enough to stick with a call of someone swearing at me. sheeeee-it