Passing the buck

[tertiumquid.livejournal.com]

I just got a ticket in my queue that was redirected by a tech on another queue. The customer called in asking for assistance with a competitor's product. The tech clearly noted that the customer was not using our software, but a competitor's, and requeued it to us anyway. Why not just requeue it to one of the several hundred other product queues? It's not their product either.
An even better idea would be to tell the customer that it isn't our software and send them packing. Guess that would have taken initiative.

Comments

[jecook]

This is where you close the ticket, copy the notes into an email, and send it to the sales department. prefereably with the ccustomer's return email address...

::snicker::

[the-s-guy.livejournal.com]

You could take the initiative and return it to the original tech's queue along with instructions on how they should have dealt with it :)

[tertiumquid.livejournal.com]

Actually, my response was to call the customer and explain that it wasn't our product and therefore we couldn't help. I directed them to the other company's web site.
Then I sent an email to the tech explaining the proper way to handle such things.

[ravenshrinkery.livejournal.com]

I've seriously had calls for competitor's computers come into our warranty queues. Somehow they seem to have missed the brand name plastered about every other word in the IVR. They just ignored it when their serial number didn't fit the form requested by the IVR. Then they say that it's a Dimension desktop and we go, um, dude, you REALLY need to call Dell... or our sales department :).