You've got to be kidding me..

[dmsalem00.livejournal.com]

Alright, so I know it's been a while, but a hurricane kinda plowed through our call center, and we had a huge account change. I'm no longer supporting a major computer manufacturer, but a major mobile phone service provider.

Let me tell you. I thought computer end-users were bad...they'll give ANYONE a cellphone. at least 6 calls out of 10 have the end-user actually ON the phone they're calling in a problem on, with a wide range of problems, from static on the line to dropped calls, to not being able to use the sodding camera. And of those 6, at least 4 will LIE and tell you they're NOT currently on the phone. Almost makes it satisfying when you reset their wireless connection and the call drops.

My story for today. The carrier I work for sells several brands of phones, none of which are manufactured by LG. Customer on a prepaid account calls in on an LG 4011, which after some heavy googling, I find to be a phone roughly as old as a Motorola Startac, both of which measure their displays in shades of gray(4-scale!). Getting an "Insert SIM" error, has already replaced SIM card. Quick Quick what should I advise them to do???? Call effing LG, and don't bother me anymore *grumble*.

Comments

[alysania.livejournal.com]

at least 6 calls out of 10 have the end-user actually ON the phone they're calling in a problem on
Okay, having done this before, the rationale of calling support for the cellphone on the cellphone is that I have no other phone - no land line in the house. So when the cellphone doesn't make outbound calls to real numbers, but I can call support? Something isn't so right.. and Verizon's webpage, for example, tells you to dial *611 from your phone for support as the first number listed. (after two calls to support, it turns out that they had deactivated my phone on their end for no good reason.. we figured it was probably a typo when someone else with a similar ID # got a new phone). If it was something hardware related (static, battery life being 2 minutes, etc), I'd probably just drop into a store to have them look at it..
I can only imagine though what kind of freakish customers the in-store techs get.. "uhh how do i turn it on?"

[dmsalem00.livejournal.com]

Oh, I'm with you. If it was something like that, yeah, but if it's so staticky you can't hear me speaking, find a sodding payphone if necessary. If your phone's dropping calls left and right, why get mad if it took you 2 hours and 8 calls to get to tech support when you were using the droppy-phone? If the MP3 player on your phone's not working right, how am I supposed to fix it if we can't get past the in-call menu?

And oh goodness the stores. We have to keep telling people "The store reps are NOT technically trained, their first instinct is to try and sell you a new phone." (well not in those words) But that IS what store reps and Tier 1 support are for(theoretically...)