ok....

[fatesplaything.livejournal.com]

I work for an ISP doing tech support for business class accounts (ADSL, IDSL, & SDSL) , this morning I get a call from a customer. She's in a hotel and is having difficulty connecting through the wireless connection the hotel is providing. I politely explained that I know nothing about wireless connections, and that we don't do that in this department. I further explained that it would be best for her to speak with her hotel staff about getting the connection working, as they are the ones actually providing the connection. She said that the hotel staff "couldn't help [her] find a towel, much less an internet connection" and insisted that someone at my company could help her. I explained that we do have a wireless group, and they might be able to do some things (check and make sure the driver is installed, etc), but would not be able to help her with the actual hotel connection, and may not be able to help her at all considering she isn't one of our "wireless" customers (Wireless being an actually kind of connection account we offer). She said they were better than nothing and requested that I transfer her. I explained again, that it would be best to just speak with the hotel staff, and she insisted on the transfer.

Three calls later, she is back on my phone, bitching about the fact that she's been transfered so many times, and no one has been able to help her. I explained again, any as many ways that I could think of that we have nothing to do with the connection in her hotel room, and that I don't think anyone in my company would be able to help her with that connection and that she really needs to just contact the hotel desk, as they are the ones providing the connection. She said she didn't care, that someone at my company would be able to help her, and to transfer her back to the wireless group. I again explained that they would not be that helpful, and she demanded to be transfered.

Of course, I documented both calls as best I could, Especially since she's bitching about being transfered, even though she's been told repeatedly that nobody at this company could help her, and she demands to be transfered. Somewhere in there she even went so far as to say "I have your DSL at home", I could only respond that this wasn't concerning her connection at home, this was concerning her connection provided by her hotel.

Gah!

(X-posted to fatesplaything, customerssuck, & techsupport)

Comments

[redqueenmeg.livejournal.com]

I totally sympathize. People at hotels are constantly calling me because they can't pull an IP (I do internal tech support for a company and can help them with their VPN connections after they have established a reliable Internet connection).

[kallell.livejournal.com]

the hotel maybe cant help her get connected but they could supply the info for thier provider to help

[infy.livejournal.com]

Ah, you too.

We even have a policy in place - you can have the hotel work with you to establish the wireless connectivity using a bridge. Caveat - you can't install any software to get it to work. Doesn't work? Not our problem, use dialup. We don't support the wireless connection, and it's not our hardware nor our concern. Haveanicedaybuhbye.