Wonderful Tech Support

[boogara.livejournal.com]

Okay, so I work for a Call Center for an awesome car company (Ford, GM, etc...secrets never told. :D), and there's one system we are highly strict on...I mean HIGHLY.


Basically, we have to get the ID, and the last 4 of their SSN in order to reset their password for the system. We need the last 4 so we can make absolutely (relatively) sure that the caller is the owner of the ID needing reset. The other IDs we do on a daily basis aren't this strict...but, anyways, back on topic.

I took a call, and did the usual greeting spiel, and she said she needed her password reset for said system. Before I continue, I want to say this...the caller's first name (according to their company ID) is James, but the caller was a female...red flag #1 for me. I asked her for the ID and last 4 of their SSN as required, and put her on hold to verify (which, I then do a reset for usually before bringing them back). So, when I went to verify it, the ID and last 4 didn't match. I brought the user back on, and said that due to [company] Policy, I am unable to reset this ID because the information you provided does not match.

She said it's correct, started giving me her whole SSN (which I promptly overtalked her 'cause we cannot be told this information), and simply re-said the same thing again...and again...and again. All is well. HAHA, not.

So, I take another call...go back into ready mode to take a call, and guess who is my lucky victim this time? Yeaup...same chick. It was about 5 minutes since I last talked to her. I knew by the caller ID we have on all the phones who it was, so I disguised my voice a lil' w/ a REALLY bad accent. Might be a bad thing there, but...meh, I didn't lie to her or anything. So, we went through the whole thing again, put her on hold while I "verified" the information (actually talked to a co-worker on how to handle the bad news to her). Brought her back on, and told her that the information didn't match...she started giving me her whole SSN again, and I again promptly stopped it. She asked me to just give her a default password, and I told her it's against [company] Policy to do so. Just before the call was disconnected, I purposely talked normally again. Thus, I figured she would give up by now.

Take 2 more calls. Guess who decided to call now? Crazy Lady, you say? NOPE! Her manager/TL/whatever. So, as soon as the TL said, "I have an employee who needs a [system name] password reset, and her [company ID name] is [crazy lady's ID]--" I interrupted her as soon as she gave me the first letter of the ID. Here's why...

1) We can't do 3rd party password resets...we physically have to talk to the user on the phone.
2) As I was telling her that, as I told crazy lady 2 times now, I can't reset the password, I could hear the TL still giving me the ID.
3) It was getting tiring now at this point.

So, the TL got pissed and all this-that while I was looking at how to they can go about changing the information. I told her I'd have to escalate a ticket, and she got snippy but agreed. I gave her the ticket number, and she asked, "So [crazy lady] can't do any work for the rest of the day?", and I said "unfortunately no." She got a BIG attitude and said, "pft, well thanks. bye." and I quickly hung up on her.

There's two things I can't stand about my job:
1) People giving me attitudes.
2) People harrassing me/calling me worthless/etc...

#1 happened here, but I have had a few callers venture into #2 area...I reported one of them...the rest I couldn't said they were a 3rd party, and it wouldn't've done any good.


Non-awesome version: Jamacian people crazy. (If you read the story, I'll say this...even if you don't live in the USA, [company] gives you a SSN to use for when you need certain passwords reset, and so we use that.)

Comments

[boogara.livejournal.com]

It's just...kind of a red-flag moment though, isn't it? I mean, a girl calling you and saying their name is James...it's not exactly a common occurance, lol.

[boogara.livejournal.com]

They were hoping to get someone else. But, I was the only one working the phones at the time, so...haha. :D Some people will reset it w/o verifying, but I'd rather not risk a pink slip, lol.

I experience it a lot from people in Cuba and Jamaca.

[boogara.livejournal.com]

Don't you love it when people do that?

[ladycygnet.livejournal.com]

Ed Grimley!

[boogara.livejournal.com]

Haha, us men are complicatedly simple fellahs. Give us beer, food and sex...we're good to go. Make us handle banks or mortgages, we join 4chan's wall of fail faster than Bill O'Reilly. :D

[xforge.livejournal.com]

Unless it's this James here

[goose-entity.livejournal.com]

I will just add "Hubba!" at this point... ;)

[xforge.livejournal.com]

She's a lovely. Hopefully, and it does look like it, doesn't it, she's kicked the Godawful things she was addicted to for a while. Seems like a nice girl although her acting hasn't required her to play anything besides "the hot chick" yet. We'll see if she's the next Carla Gugino eventually I guess.

[licon.livejournal.com]

Given that I've come across girls called Michael, it's not *that* much of a stretch...

[xforge.livejournal.com]

I've always kinda had a thing for this Michael here

[ximinez]

I see what you did there with that user icon... :)

[the-s-guy.livejournal.com]

"With all due respect, Ma'am, if James there can't remember or locate her own password or the SSN to reset this account, what makes you think she was capable of doing any work for the rest of the day anyway?"

[boogara.livejournal.com]

Oh man...if we could say stuff like that to the customer w/o our friend, the mute button, I would totally kill to keep my job.

[salavora.livejournal.com]

without the last part of the sentence I actually would have said that to the customer...
The provided Info is WRONG! Go get the correct one and I am allowed to help you, otherwise I am not and please tell James the same, thanks again.

[amynnah.livejournal.com]

Man... that sounds sucktacular. :(

Can you put a red flag in the notes in case they call again?

[boogara.livejournal.com]

Nah, not really. But, what I did do is I sent an IM to everyone on the floor that night saying "If person X calls, here's tickets for reference...[ticket #'s]."

Not sure if they did call back though.

[mix-hyenataur.livejournal.com]

when i worked at radioshack a guy walked and gave me a chick's id. when i asked for his id and not his gf's, he insisted it was his.

when i asked the boss, he wispered that it's 'common around this part of town', i got the /hint/.

yeah... weird...

[redqueenmeg.livejournal.com]

A similar thing happened to me a few years ago. Turned out to be Information Security trying to social-engineer me into resetting a password without any of the proper verification, only with browbeating.

Good for me I have a strong stubborn streak or I'd have been walked pretty quick.

Users... feh...

[boogara.livejournal.com]

:D Stubborn-ness makes this job so much better...:D