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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…

    It Pays To Be Patient

    | Calgary, Canada | Awesome Customers, Money, Technology, Top

    (I am a waitress. One of my customers has just finished eating and is using a debit card to pay for his meal. The machine automatically includes a step giving the option to include a tip.)

    Customer: “I don’t understand technology. This machine isn’t working. It won’t let me leave a tip!”

    (The machine clearly gives three options: Leave a tip in a dollar amount, a percentage amount, or skip the tip.)

    Me: “Well, sir, you have three choices: a dollar amount, a percentage amount, or no tip. To choose one, press the button directly underneath it on the screen, and the machine will take you to the next step.”

    Customer: “Oh, okay!”

    (He proceeds to type in a dollar amount, but the machine does nothing since he has not chosen the dollar option.)

    Customer: “It still doesn’t work! They made this machine far too difficult to use!”

    Me: “Okay, well, I’ll just explain your options to you again…”

    (This time, I physically point to each of the three buttons as I explain the difference between the three options.)

    Customer: “Oh, okay!”

    (He again proceeds to type a dollar amount without choosing an option.)

    Customer: “The machine doesn’t work!”

    Me: “Okay, sir, if you want to add a tip as a dollar amount, press the first button there labelled ‘$’. The machine will take you to the next step, and then you can enter the amount you wish to leave.”

    Customer: “Oh, okay!”

    (He still doesn’t get it. I end up explaining about 7 more times until he finally pushes the button to proceed to the next step.)

    Customer: “Oh… well, that was easy! I don’t know why it took so long for me to understand that. Thank you for being so patient. I’m going to leave you $1 for every time you had to explain it to me!”

    (He ended up leaving me a $10 tip. His meal had only amounted to $25. Definitely one of the best customers I’ve had!)

    Taxing Faxing, Part 10

    | Orlando, FL, USA | Extra Stupid, Technology

    (I work at a hotel, which often requires that paperwork be sent to us to verify credit cards and the like. On this particular occasion I am working with a customer whose assistant is out of town and she clearly has no idea what she is doing. Having sent me the wrong paperwork, I call her back.)

    Me: “Ma’am? It appears that we have received the wrong paperwork, so if you could just fax the correct one we will be able to get everything set up for you.”

    Customer: “Okay, but can you just fax that back to me, then?”

    Me: “What?”

    Customer: “Those papers! If they’re wrong, I need them back. Send them back to me!”

    Me: “Uh… ma’am, that might be a bit redundant, but I’d be more than happy to destroy the copy—”

    Customer: “ARE YOU STUPID? DON’T DESTROY THEM! THAT’S THE ONLY COPY I HAVE! JUST FAX THEM BACK!”

    (It dawns on me that this customer thinks that her fax machine actually manages to somehow transport the entire paper through her machine to mine.)

    Me: “Ma’am, the fax machine sends me a copy of the documents. If you check your fax machine, you will clearly see the paperwork still laying there. It doesn’t take your original.”

    (I hear a frustrated sigh as she slams the phone, and then muttering and shuffling as she goes through her office. After a minute, she comes back to her phone.)

    Customer: “…sorry.” *hangs up quickly*

    Related:
    Taxing Faxing, Part 9
    Taxing Faxing, Part 8
    Taxing Faxing, Part 7
    Taxing Faxing, Part 6
    Taxing Faxing, Part 5
    Taxing Faxing, Part 4
    Taxing Faxing, Part 3
    Taxing Faxing, Part 2
    Taxing Faxing

    Check Out The Living Minerals Aisle

    | North Carolina, USA | Pets & Animals, Technology

    (I work in the fishing department at a sporting goods store. We usually get calls asking our opinion on what equipment to use.)

    Caller: “Hi, is this the fishing department?”

    Me: “Yes, sir. How may I help you?”

    Caller: “I need to know the best rod and reel to use to catch a rocktail fish.”

    Me: “Where is it you are trying to catch it?”

    Caller: “Oh, it’s a fish in Runescape. So, what should I use?”

    (Note: I don’t play Runescape, but know that it’s a computer game.)

    Me: “Sir, are you asking advice on what rod/reel to catch a digital fish?”

    Caller: “Oh… I didn’t really think this through, did I?”

    Copy That, Not, Part 2

    | Ontario, Canada | Extra Stupid, Technology

    (At our copy shop, we have prepaid cards to use in the self serve area. Sometimes, the cards don’t activate right after purchasing them. Any time this happens, simply inserting into the receipt printer will activate it. We’re not sure why, but it works.)

    Customer: “My card won’t work!”

    Me: “Oh, is it saying there’s no money on it?”

    Customer: “Ya! And I gave you $3! It ate my money!”

    Me: “No, it didn’t. Sometimes, the cards take a while to activate. All you have to do it is put it in the receipt printer, and then it will work. As soon as the card pops back out, it’ll be good to go.”

    (The customer storms off. I watch her insert her card into the printer, and then stare are it for almost a minute after it pops back out. She then huffs and makes her way back over to me.)

    Customer: “It’s still not working!”

    Me: “Yep, it should be fixed now.”

    Customer: “But it didn’t work!”

    Me: “You haven’t tried to copy with it yet, though. Put it in the copier, and it will work for you.”

    Customer: “Just put $3 on my card!”

    Me: “I did already. It wasn’t working before, but I assure you, it will work now.”

    Customer: “Look, I just want to make copies, and you’re making this difficult for me! I told you already the darn card isn’t working! I put it in the machine like you told me, and then it gave my card back!”

    Me: “Yep, so it should work now.”

    Customer: “But it didn’t print a receipt!”

    Me: “Oh, that’s okay, it will still work. The only reason it didn’t print a receipt is because you haven’t made copies on it yet. But it will work now.”

    Customer: “You’re not listening to me! It won’t work! I put it in that machine like you said and it’s still broken!”

    Me: “Have you tried putting it into a copier yet?”

    Customer: “No!”

    Me: “So, go try. It’ll work.”

    Customer: *huffs and walks off to put it into a copier*

    (It worked.)

    Related:
    Copy That, Not

    How To Count On Feeling Like A 8008

    | Prescott, AZ, USA | Extra Stupid, Technology

    (I am working in the electronics section of a store. A customer approaches me to get a calculator for doing taxes. I ensure she has a decently priced calculator, two rolls of paper and extra batteries since she doesn’t have a power adapter. She leaves happily. A few hours later, she returns.)

    Customer: *holds the calculator like a hurt puppy* “Something is wrong with the calculator.”

    Me: “Oh, I am sorry to hear that. What seems to be wrong?”

    Customer: “The display doesn’t seem to be working. I wanted to see about a refund, if possible.”

    Me: “Sure, let me take a look at it.”

    (I begin to take a look over the calculator, checking things like ensuring the batteries are inserted properly, that there’s no visible damage to the casing, and that the calculator had been switched to the “on” position. My eyes wander to the display, and then I look back at her.)

    Me: “I can see why the display isn’t working.”

    Customer: “Oh, good! Could you fix it?”

    (I remove the demo sticker that goes over the display, and hold out the now-working calculator to the customer.)

    Customer: “Um…thank you…” *leaves, embarassed*

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