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  • Customer Service Is Over(reaction)
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    Category: Technology

    The realm of Technical Support is there to provide expert assistance to those who are not so tech-savvy. Although they still expect you to know what a computer is, and how to turn it on, and to know that you can’t ‘fix the internet’ because it isn’t pretty enough. You have been warned…

    Taking A Swipe At Common Sense

    | PA, USA | At The Checkout, Technology, Wild & Unruly

    (I am working as a cashier during Easter weekend at a popular retail shop. I have a long line but am getting people rung out quickly. A customer in her early 30s is next in line.)

    Me: “Hi, how are you doing today?”

    (The customer puts her items on the belt, and doesn’t say a word to me.)

    Me: *rings up her order* “Okay, that will be [total].”

    Customer: *swipes her card very fast* “Why isn’t this working?!”

    (She swipes the card back and forth quickly. All the while the machine beeps to inform us that it cannot read her card, because she is swiping it too fast.)

    Me: “Oh, you need to swipe it slower so the machine can read your card.”

    Customer: “Oh.” *continues swiping too fast, back and forth* “Your machine is broken! It won’t accept my card!”

    Me: “You just need to swipe it a little slower.”

    Customer: “I AM SWIPING IT! YOUR STUPID MACHINE WON’T TAKE MY CARD!”

    (She proceeds to keep swiping it back and forth just as fast as before and is getting a bit rough with the machine.)

    Customer: “SEE!? IT WON’T WORK!”

    Me: “Would you like me to try and swipe the card back here? Sometimes the front one doesn’t work but mine will.”

    Customer: “All right… Wait, you’re the store who got hacked, right?”

    (I get asked this a lot. During last year’s Christmas shopping season a bunch of credit and debit cards were hacked. People are still cautious about the security breach.)

    Me: “Yes, but we have taken care of the issue and your card is safe to use now.”

    Customer: “I don’t want my card hacked.”

    Me: “As I said, your card is safe.”

    Customer: “I don’t want my information stolen!”

    Me: “Yes, I understand, but we took care of the issue. I’ve used my card here plenty of times since it was fixed and no one has stolen money from me.”

    Customer: “Well, that is because you are an employee. They wouldn’t steal money from someone who works for them.”

    Me: “What?”

    Customer: “[Store] wouldn’t steal money from the people who work for them.”

    Me: “Oh, no. It wasn’t [Store] that hacked into people’s accounts. It was a hacker.”

    Customer: “But I bet you got a huge paycheck during that time when you were stealing money.”

    Me: “Yes, my paycheck was bigger but that was only because there were more hours to go around. [Store] didn’t steal any money.”

    (My manager comes over to see why I was taking so long.)

    Manager: “Is something wrong, [My Name]?”

    Customer: “I’m just making sure your employee doesn’t steal my card information. She asked to swipe it in the card reader behind her because the front one isn’t working. I don’t want my information stolen!”

    (I explain to my manger why I asked to swipe her card with my card reader and why she thinks I am trying to steal her information.)

    Manager: “As my employee said, [Store] didn’t steal anyone’s money. It was a hacker. I myself was a victim of the breach.”

    Customer: “But you work here! They couldn’t steal money from you! You’re just lying so you can get away with stealing more people’s money!”

    Manager: “I assure you, we are not trying to steal your money.”

    Customer: “But your employee is trying to take my card!”

    Manager: “Why don’t you try swiping your card again in the front card reader?”

    Customer: *swipes her card fast again, then a few more times violently* “See?! It won’t work! Your employee must have broken the machine so she could copy my card information into the database!”

    Manager: “Try swiping it a bit slower.”

    (My manager motions over the card reader at the right pace. The customer slides her card again and it goes through.)

    Customer: “It worked! Thank goodness you were here to prevent your employee from stealing my information!” *looks at me* “All you kids are thieves. I hope you get fired for this!”

    Me: “Er… have a nice day.”

    (I hands her her bags and she leaves.)

    Manager: “Don’t worry. You aren’t going to be fired for her ignorance.”

    Should Keep Better Account Of Their Account, Part 2

    | AR, USA | Extra Stupid, Technology

    (I work as a library clerk in a large computer lab available for patrons. An older lady walks in and needs some assistance with creating an email account.)

    Me: Ma’am, it seems that this username is being used by someone else. You’ll have to choose another.”

    Patron: “Of course it is; it’s my username.”

    Me: “You already have an account with [email site]?”

    Patron: “Yes. Why can’t I use my own username?”

    Me: “Well if you have an email account, and you forgot your password, I can help you retrieve it.”

    Patron: “No, I’ve tried and it wont give me my password.”

    Me: “… Okay… Well, if you want to create a new account you’ll have to use a different username.”

    Patron: “Why? It’s my username.”

    Me: “It’s already taken. You can only use that username once.”

    Patron: “Why?”

    Me: “Because that’s the way they set it up.”

    Patron: “Well, that’s dumb.”

    Related:
    Should Keep Better Account Of Their Account

    A Seedy CD

    | CT, USA | Crazy Requests, Rude & Risque, Technology

    (Part of the territory of working in a copy and print shop is you are going to see some ‘private’ photos sometimes. While you are allowed to refuse to print something you are uncomfortable with, most of us don’t care and just turn the print upside-down once done to avoid offending other customers. On this particular day, a regular customer comes in, who we all know manages a ‘gentleman’s club’ in town.)

    Customer: “Okay, the image is on this CD, it should be the only one there.”

    Me: “Okay. Let me just look at it on the computer before you go, so I know it’s the right one and it copied to the disk properly.”

    Customer: “Okay.”

    Me: *realizing immediately that I can’t describe this image in front of other customers* “Er… sir, do you want to come around the counter and look to make sure the image is correct?”

    Customer: *very loudly* “IS IT A MIDGET STRIPPING?”

    Me: “…  Yes. Yes, in fact, it is…”

    His Brain Is Out Of Gas

    | Nanaimo, BC, Canada | Extra Stupid, Technology

    (I am working at a rental outlet – construction, landscaping equipment, etc. I am in the ‘back shop,’ where we receive and send out items. Part of our job on sending an item out is to ‘train’ the renter, as many are first time users and have little if any tool using experience. All gas-powered tools are started up in front of the customer with the exception of pressure washers (which needed to be hooked up to water before starting). I’m dealing with a customer renting a pressure washer. I’ve given him the printed instructions and gone through the demonstration about five times.)

    Me: “So, you’re clear on it now?”

    Customer: “Yeah, I’ve got it. Hook up the water and turn it on, turn the ignition switch to on, turn the fuel switch on, choke on, pull the cord and when the engine starts turn the choke off, then put the throttle to high.”

    Me: “Yep, you’re good to go. Let’s get you loaded up.”

    Customer: “One last question. Do I need a heavy duty extension cord for this?”

    Me: “…”

    Customer: “Oh, I guess this runs on gas, doesn’t it?”

    (Sadly, this was not the dumbest customer moment I had there by far.)

    The Warranty Comes Warranted, Part 2

    , | AB, Canada | At The Checkout, Family & Kids, Technology

    (I’m selling a customer an iPad and introducing a new warranty which covers accidental damage, meaning you can replace your iPad for $50 rather than buying a whole new one. It’s a fantastic deal and, as the customer in question is buying the iPad for his eight-year-old daughter and wants the most expensive model, I am trying to convince him that the extra $99 for it is really worth it.)

    Me: “Sir, just to check, you’re getting this for your daughter, you said?”

    Customer: “Yeah. I mean, we’ll use it too, but it’s mostly for her.”

    Me: “I see. In that case, you really want to consider getting the extra warranty.”

    Customer: “But it comes with one that covers it for a year, right?”

    Me: “Yes, but it doesn’t cover accidental damage. If she accidentally drops it and cracks the screen, it’ll cost full price to replace without the warranty. With the warranty, it’s only $50 to replace it.”

    Customer: *considers it for a moment, then shakes his head* “Nah, we’ll be okay. I’ll tell her to be real careful.”

    Me: *gesturing to a nearby table where we have iPads set up for kids to play with* “Sir, I’m sure your daughter is really careful with her toys, but iPads are really fragile and kids sometimes forget they’re not as hardy as their other things.”

    (In perfect timing, a kid at the table then starts banging the iPad on the table hard. I grimace and the customer cringes slightly.)

    Customer: “Err, no, no. It’s okay. We’ll be careful.”

    (I get him to at least buy a screen cover and ring him up. He’s excited and happy at the end, so I figure everything’s all right and hopefully his daughter is as careful as he says she is. The next day, however, I see him come in with the iPad, case, and several small glass shards from the broken screen in a Ziploc bag. He sees me on his way to the tech counter and sheepishly holds up the bag.)

    Customer: “I guess you were right. I’ll get the warranty this time…”

    Related:
    The Warranty Comes Warranted


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