(no subject)

[chiria.livejournal.com]

All right, I'm new the community, and haven't posted yet. Here's a little story from me. I don't feel like I do true tech support anymore (We switched clients from TS for Dell to CSR for WOW!), but it's still an evil.

I'm sitting in queue, minding my own business. I get the dreaded beep, and I say my spiel. Little oldy lady. Inward groan because they never seem to hear the pitch of my voice, too high I suppose. After the fourth time I ask for the phone number, I finally get the area code. Hmm, not found. Ok, let's try a house search. I wrangle the zip code from her bare hands. Well, her house number doesn't match, but her street is servicable. We'll get out a bill and get the account number from her statement. She creaks around and is it ok if I hold on? Sure, anything for the customer. Seven minutes later...(seven minutes is a long time when you're just sitting on the phone.) If this had been back in my Dell days, after two minutes I would have released the call. But I wait patiently, because I am an excellent CSR. (Ha.) She couldn't find it. She mailed the bill this morning, but she thinks she lost it... stop listening at this point. So she stops talking. I ask for her name, and try that. Ask if it could be under anyone else's name. Well, possibly her late husband, you know he just passed on... stop listening again. Well, what she wants to know is that she has basic cable and just what channel does the Game Show Network come on. In her voice, she capitalized all three words. I make sure she has analog service, I look it up for Michigan. Well, all right mam, it would be on channels 84 and 89. Well, she's going to try those out right now. And to my confusion, neither one of those channels happen to be the Game Show Network. She's never gotten the Game Show Network! She pays us for basic cable every month! Don't we think she should get the Game Show Network! I ask again about box, checking that it is in fact analog. Yeah, it's one of them old fashioned ones! You know what she's talking about! All right, well le...It says Comcast right on it! Halt. Cease. What the hell? I ask her if she has Comcast service. She snobily replies that of course she does! She's had it since we first... stop listening because she's not my customer. I politely suggest that she call Comcast. She is! That's who she's talking to! I replied that this was Wide Open West, known as WOW! Internet and Cable. She's confused. I told her to call her cable company if she wanted to get the Game Show Network. She argues with me that I am Comcast. No. I. am. not. Well, do I know the number to Comcast? Right. Let me give you that number. No? Can you transfer me? Mam, Comcast is our competitor, I cannot transfer you there. She lets out a scream and hangs up.