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  • Had It Up To Their Neck With Bad Customers
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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…

    Man Up And Let A Woman Fix It

    | Naples, FL, USA | Bigotry, Technology, Top

    (One of the new girls is trying to take care of an older gentleman who is having a problem with his phone. I actually discovered a temporary fix for the issue and have taught it to the new girl while we wait for a permanent one from corporate. I’m at the station right next to hers, and she’s done a good job at determining the issue, but she’s just having a hard time remembering the instructions for the fix. Note that I am also female.)

    Customer: “You have no idea what you’re doing do you? Get me a tech guy now!”

    New Girl: “Sir, we don’t have techs here, but I know exactly what the problem is and I can fix it. Give me a minute to—”

    Customer: “I SAID get me a tech guy! Geez, women can’t do anything right!”

    (Frustrated, the new girl turns to me.)

    New Girl: “Hey, that fix you showed me…how—”

    Customer: “Did you not hear me?! I said tech GUY! As in, get me a MAN!”

    New Girl: “Sir, I can assure you, she’s the closest thing to a tech that we have here at the store.”

    Customer: “Ugh! She’s not going to know anything either!”

    Me: “Actually, sir, your problem is an easy fix. I know exactly—”

    Customer: “This is outrageous! I want to speak to your manager now!”

    Me: “Sure thing.”

    (I go to the back room and proceed to get both our assistant manager and our district manager, whose office is in our building. Neither one of them has a clue on how to fix the memory issue, so they both ask me why the customer doesn’t just let me fix it. They agree to speak to the customer.)

    Customer: “Oh, thank God! Men!”

    Assistant Manager: *takes phone and looks at it* “So, it’s the memory, huh?”

    New Girl: “Yep.”

    District Manager: *to assistant manager* “Okay, then…you know what to do.”

    Assistant Manager: “Yes, sir!” *hands phone to me* “Fix this thing since you’re the only one here who knows how to!”

    Me: “Sure!” *takes phone*

    Customer: *shocked* “I don’t want her touching it! She’s a woman! How the h***—”

    District Manager: “Yes, she is, and a great one at that. If it wasn’t for this young lady figuring out this issue, our company would be losing tens of thousands of dollars in replacement phones right now.”

    Customer: “But women can’t—”

    Assistant Manager: “I’m VERY happy to have her here in my store and I will do anything to protect all of my employees. If I hear one more biased comment out of your mouth, I will have her hand you back the phone RIGHT NOW and you can leave here with your phone still messed up.”

    Customer: *face turns beet red and shuts up*

    (I proceed to go though the phone, showing the new girl step-by-step how to fix the issue in the future. When we’re done, I hand her the phone to give back to the customer.)

    New Girl: “So, there you go, it’s fixed! Was there anything else we could help you with today?”

    Customer: *silently walks out the door with his phone, defeated*

    Me: *to the new girl* “Good job. Don’t worry, it happens a lot.” *to my managers* “Thanks for the support, guys. I appreciate it.”

    District Manager: “Oh, don’t worry, we know better. And you’ll be rewarded, trust me!”

    (I was rewarded. I won MVP of our store for that quarter and got a bonus!)

    A Real Idio-IT

    | BC, Canada | Technology

    (I work as the technical specialist for a shoe store my family owns. I’m currently in a storage room off the front entrance on the computer.)

    Customer: “Hi, excuse me? What’s your return policy?”

    Me: “I’m sorry, I’m not entirely sure. Someone at the front desk could help you better.” *points to front desk*

    Customer: “Oh, I thought this was the front desk.” *looks around* “You don’t really have much in here.”

    Me: “Not really. Sorry, I’m just the IT person.”

    Customer: *angry* “You just said that so you don’t have to help me!”

    Me: *speechless*

    Customer: “You just made that up so you didn’t have to get up and help me! Yeah, right…’I-T’. Like that’s a real job!” *leaves*

    WEP Behind The Ears

    | Dronten, The Netherlands | Technology

    Me: “Good morning, [ISP]. This is [name] speaking.”

    Caller: “Yes, good morning sir. I’m trying to connect my internet, but it’s asking me for a ‘wireless key’.”

    Me: “Alright, sir, that’s the password you can find on the back of your router.”

    Caller: “You misunderstand me, sir. It’s asking for a key, not a password.”

    Me: “Yes, the key is a password. It’s on your—”

    Caller: *angry* “It’s asking for a key! I have the key here. I’m just looking for the keyhole!”

    Me: *surprised* “May I ask where you got that key?”

    Caller: “It’s the key on the door where the modem is in! The modem key! I just need to know where to put it in!”

    Spyware Is Strength

    | South Carolina, USA | Technology

    (I run my own computer repair business out of my home. A customer has just arrived to pick up their computer, and I am explaining what I have done.)

    Customer: “That didn’t take long. I expected you to have my computer for a few more days.”

    Me: “I didn’t have to do much. You had two nasty viruses and some spyware to remove, but everything is good as new now.”

    Customer: “What? You removed my spyware? No!”

    Me: “Excuse me?”

    Customer: “But my computer can’t run without spyware! It keeps Big Brother from watching!”

    (She storms out without paying, and I decide to them her go. Not surprisingly, they come back a few weeks later after gunking up their computer again!)

    Big Power Is Watching You

    | Phoenix, AZ, USA | Technology

    (Some electric utility residents in Arizona have the option to sign up for pre-paid electricity, which places a user display terminal in their home. Commonly referred to as “the box,” most customers place the box somewhere in their kitchen or dining room.)

    Me: “Good morning, this is [name]. How may I help you?”

    Customer: “Hi! I really hope you can. My box isn’t working. I keep pushing the buttons, but the display isn’t showing me anything, and I’m worried I’m going to run out of power.”

    Me: “Alright, I’d be happy to look into that for you. First, we’ll need to go through a few quick steps. Could you please verify that the display unit is plugged in?”

    Customer: “Yes, it is.”

    Me: “Okay! Could you check for me and ensure that the battery is also inserted into the back of the display unit?”

    Customer: “Yes, it’s there.”

    Me: “Okay, great! Do you currently have your display unit plugged into one of your kitchen outlets?”

    Customer: *very long pause* “Yes…why? Can you see me?!”

    Me: “Um, no…not at all, ma’am.”

    Customer: “Then how come you knew I was standing in the kitchen, huh?! Explain THAT!”

    Me: “Well, many of our customers like to plug their display units into their kitchen or dining room outlets, so I just took a lucky guess.”

    Customer: “Oh.” *pauses* “So, you CAN’T see me, right?”

    Me: “Not at all, ma’am.”

    Customer: “Okay, good!”


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