First post...

[tadiera.livejournal.com]

Gotta share this one. Bet anyone can sympthasize...

About 4:00 PM yesterday...
Me: "Thank you for calling [service] Technical Support, my name is [name], can I get the 10 digit telephone number [service] is installed on, starting with area code?"
Cust: *gives me the #*
Me: Sir, I see you've called today. Is this the same issue?
Cust: Yes. I want to know what's going on.
Me: Let me just take a moment to look over this ticket, sir...

... I read the ticket. It's a valid problem, he'd been escalated twice in the same day, something was wrong, yes, on our end. But not something we could fix. It'd been sent to
NOC to look into around 1 PM. Mind I said this was 4 PM. The ticket also stated he'd called at 2 PM to throw a fit and ask what was up. NOC had not closed the ticket or anything yet...

Me: Sir, it looks as if this issue has been escalated to the NOC and the ticket is still open, so they have not resolved the issue yet.
Cust: Well, I want to know what the hell is going on and I want it fixed now.
Me: Sir, I am sorry, but I have no further information and I can do nothing else as it has been escalated.
Cust: Well when are they going to fix it?
Me: I would hope within the next couple of hours at the latest. They could be working on it right now for all we know and it will be up in the next 30 minutes.
Cust: Well how am I supposed to know when it is fixed?
Me: They will contact you once it is fixed, but we on the desk can do nothing else. We can't affect them or how fast they get to your issue.


He, grudgingly, got off the phone, after I apologized a few more times. When I left that night, my friend had gotten him around 9 PM and it sounds like he'd called multiple times after getting off the phone with me. x.x

I'm sorry, how many times do we have to tell you we can't do anything before you listen?

EDIT: Oh, yes. And I had to get this gem on my first day on the phones by myself.