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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…

    Tangled Web

    | The Netherlands | Technology

    (I used to work at a call center that sells PC remote control software.)

    Me: “Good evening, you’re speaking with [name], from [company], would you be interested in our software?”

    (I explain what the software is about, it’s monthly fee and what its requirements are, which is basically internet.)

    Caller: “Yes, I’ll take one for two years.”

    Me: “So you’ve got all the requirements, even internet?”

    Caller: “I’ve got internet, I just take the cable out of the phone and stick it in my computer, right?”

    Me: “Sir, do you have some kind of modem or router?”

    Caller: “No, but I’ve got my phone cable. That’s how internet gets in, right?”

    Me: “Sir, since the program is not going to work unless you have internet, I’m not going to sell you a two year prescription.”

    Caller: “But I want it!”

    The Pen Is Mightier Than The Brain

    | Los Angeles, CA, USA | Technology

    Me: “I’m about to give you your account number. Do you have a pen handy?”

    Caller: “What’s a pen-handy?”

    Wireless, Clueless, Hopeless, Part 6

    | San Jose, CA, USA | Technology

    Caller: “I called to let you know the power is out so you may see alerts.”

    Me: “Thank you. I will notify the team. Is there anything else I can assist you with?”

    Caller: “Yes. I can’t connect to the internet on my laptop. I can’t find the wireless.”

    Me: “Sir, the power is out, so the internet is also down.”

    Customer: “Yes, but my laptop still has batteries.”

    Related:
    Wireless Clueless & Hopeless, Part 5
    Wireless Clueless & Hopeless, Part 4
    Wireless Clueless & Hopeless, Part 3
    Wireless Clueless & Hopeless, Part 2
    Wireless Clueless & Hopeless

    Staring Into Space Bar

    | Piteå, Sweden | Technology

    (A customer calls in because her computer has been hijacked by malware. After some troubleshooting it is clear that there are no repair options available due to system corruption. We decide on a reinstallation of the operating system.)

    Me: “Before we press the restart button I will explain what will happen. During the reboot a line of white text on a black background will appear stating ‘Press any key’ – the moment you see this line you press space. The most common mistake made by customers is that they feel insecure and ask before pressing which takes too long and we have to restart the computer again. The moment you see ‘Press any key’ I want you to press space. Any questions?”

    Customer: “No, I understand.”

    Me: “Okay, go ahead and press restart then.”

    Customer: “Okay.”

    (The customer goes silent for a while.)

    Customer: “So, press any key. Does that mean I can press any key on the keyboard?”

    Me: “Yes, but press the space bar just to be sure since some keys might not register.”

    Customer: “Oh. So that’s the any key! Is that the long button?”

    Me: *pause* “That is correct.”

    Customer: “Ok. Now it says Windows XP and the bars are moving.”

    Me: “So you didn’t press the space bar?”

    Customer: “No.”

    Me: “Did you see the text?”

    Customer: “I don’t know. You were talking to me and I panicked!”

    No Holding Back

    | Webster, NY, USA | Bizarre, Musical Mayhem, Technology

    Me: “Thank you for calling [company] support, can I have your employee ID number, please?”

    Caller: “Yeah, can you put me on hold?”

    Me: “Excuse me?”

    Caller: “I called before and complained about the awful hold music you guys use. I want to see if you changed it.”

    Me: “Hold on just a minute.”

    (I put the caller on hold for a minute.)

    Me: “Hello, are you still there ma’am?”

    Caller: “Yeah, I’m here.”

    Me: “So is the hold music any less awful?”

    Caller: “No, not really. Thanks.” *click*

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