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    Not Addressing The Problem

    | MN, USA | Crazy Requests, Technology

    (A customer calls in to report problems with their cell phone. I’ve determined it is a network issue.)

    Me: “So, I will just need to know the location where you are so that I can tell the technician.”

    Customer: “What? I’m not giving you the address! That’s not my job! I just need you to come out and fix it. It’s in Chicago.”

    Me: “Well, in order for our techs to know what tower to fix, they need to know where you are having the issues. Without an address, I can’t put in the ticket.”

    Customer: “No! I am not giving you the address! I am so sick and tired of this stuff! I had the same problem with [other provider]! You don’t need an address to fix it; you just don’t want to help!”

    Me: “I do want to help, which is why I need an address. Even if the system would let me put the ticket in without an address, you’d then be waiting for months for a resolution while we check every tower in Chicago. In order to help, I need to know where to send my techs.”

    Customer: “This is outrageous! I have a business to run! I don’t have time for this s***!”

    Me: “It looks like you have a water-sprinkler company. If one of your customers reported a problem with a pipe you laid, would you go around the entire city checking every pipe, or would you require that customer to give you an address to assist?”

    Customer: *huffs* “That is not the same thing, and you know it! Now get someone out here immediately!”