The answer is no.

[darkblade1.livejournal.com]

Customer: "I have no internet. The automated system took me through 15 minutes, and couldn't fix the issue. She kept talking about the standby light, then gave up and passed me on to you. I'm so frustrated." 

Me: "Ok, we'll have to take a look at that for you today..."

(goes though verifying account info as she screams at me)

Me: "So the first thing I'll always start with is the modem. How do the lights look?" 

Customer: "The standby light is on."

Me: "Ok, now there is a button on the top or the side."

Customer: "Uh..... (long pause) yes."

Me: "Can I have you push that for me?"

(she pushes it, and lo and behold she's online)

Customer: "I've been doing this since 5am, and haven't been able to get online. I want a day credit."

Me: "Ma'am, we are open 24/7 you could of called us earlier. I wouldn't be able to warrant this credit. "

Customer: "Get me to someone who can!"

The modem is in standby. It's now almost 5 o' clock, and your calling now. If it's been so damn important to you, and you been working on it since 5am, why didn't you call us? We ARE OPEN! 

I went back later only to find out that customer care gave her that one day credit worth $1.33. 

My customer care is a bunch of wimps. Grow some cajones! I swear, here in Internet Support, were the only ones with balls. 

I hate mondays.

Comments

[twistedsyx.livejournal.com]

yeah, I did my time working for the internetz in customer support. We wrote shit like that into our into our terms of service. When I started working there, it was exactly what you said. after I got tired of the bitching (both customer and lead related) I said, "fuckit. it costs the company more to deal with that whiney support problem than it does to give her the dollar and a half credit." Not like anything you did was wrong. I just get pissed so easily now. And before you ask, yes, the problems were that easy.

like the time this guy had been frozen for 2 days called to pay, but wouldn't pay for the last two days of service. fuckhead... (Him, I didn't credit)

[darkblade1.livejournal.com]

I was talking about that with my sup.

He laughed, but said he's probably give her the $1.33, and not waste our time. He noted we probably waste more $ talking to her than giving her the credit and a transfer.

I was shocked, but laughed as well. Nothing like those small moments at work.

[the-s-guy.livejournal.com]

Just remembering - when I switched from dialup to broadband, the first thing I did was call up the TS numbers (NOT the sales numbers) of all the major ISPs in town, and ask one question - "What's the ADSL kit that gives you guys the least trouble?"

Collated the answers, and one came out at the top, so that's the one I bought. It's run for years without a peep. Probably the most productive couple of hours waiting in phone queues I've ever spent.

[kayfox.livejournal.com]

That standby button is the bane of many customers and techs.

Real networking hardware has no standby buttons or lights!

[harmer.livejournal.com]

And you gotta love when they blame someone ELSE for the standby light being on.
"I didn't push it and I'm the only one who lives here!!!"
I want to say, "If the Internet is so important to you, you should KNOW how your modem works."