Customers Really need to RTFM

[nomad316.livejournal.com]

My company sends out self install DSL kits to our customers.one of the reasons for this was its cheaper than sending a tech out and any monkey can hook it up.its a simple process you take the modem out of the box take the RJ11 Phone Cable and plug it into a Phone jack with a Dial tone on it.and then plug the other end into your DSL modem and plug in the AC adapter to an outlet and to the modem and make sure al extra phones have filters on them.from here you plug the RJ45 into the modem and the other end to your computer.thats it in a nutshell its almost like setting up an answering machine.almost every person who calls in for support did not RTFM and mess the whole thing up.in side every kit there is an diagram that tells you to plug A into B then to C and E.one guy that called in told me how he put together a $10,000 stereo system in his home but can plug his modem into a phone jack and wants us to send a tech out to his house to install it for him.my finger almost did not make it to the mute button when i called him a dumb ass.right after this call lady was yelling at me how bad our company sucks and that she has not been about to connect and its 3 months past her install date.
she tells me it just will not connect she says she has done everything and wants to cancel.i ask he how many lights are on her modem she says 2.and it has been like that for 3 months.i asked her what lights were off she tells me the LAN light is off.i asked her if she has an Ethernet cable connected to the computer and the modem? she says what cable? turns out she never took the cable out of the box!!! i had her plug it in and she was able to connect from this point she had the nerve to ask for credit for down time!!! i wish i could have told her we cant credit her for stupidity!! keep in mind that its just 8am and seven more hours to go:(

Comments

[nix.livejournal.com]

ugh.. I know how it goes. I dispatch those techs, even after I double check all those connections. (since the ISP has them do it before they send the report to us.) I still get angry calls from field techs asking why we don't do our jobs..

One ticket from yesterday - phone cable to modem not plugged in all the way.
second ticket - phone chord chewed through by customers cat.

I just want to bang my head against the moniter!!!!

Oh well. There are a lot of other people who have actual problems but.. come on.. it's not that hard to filter ALL your phones..

Well.. on that note.. off to work!

[liquidmercurial.livejournal.com]

I completely feel your pain. I do something similar only it's a router/modem/firewall combo. People just don't get it... At least when I'm writing this, you're almost off work. I'm just starting....

[nomad316.livejournal.com]

you work swing shift huh? yea i got my butt kicked today monday all the people who went down over the weekend will be calling in. OH Joy

[oddball42.livejournal.com]

kinda like the system wide emails multiple in a multi month persiod, that if anyone has email X they need to go to site A and get updated to email Y and all will be fien, if you have trouble call custoemr support and we will take care of it... about 2 months after the change was done i still get calls, i havent been abel to check email fro 2 months....

turns out alot of em are deleteing it automatically because its from support... heh.

[nomad316.livejournal.com]

AH HAHAHAHAHA thats cool they don't have a clue do they.i used to sit by a tech who used to run into issues like that but not fix them.he would make up some lie about how bad their mail program was and send them on their way to download another email client.

[drnazo.livejournal.com]

I fell ya brutha.