(A customer calls in about new speeds for internet service we offer. It’s 10 minutes before I am getting off from work and she has the wrong department. She also has a very thick Russian accent.)

Me: “Tech support, this is [name]; how can I help you?”

Customer: “Yeah, I have your mega max speed and I heard you have a faster connection that I can upgrade to now.”

Me: “Yes, that’s correct: we have a 30Mbs service, a 75, and even 100.”

Customer: “Okay, great, I want it, and I want you to credit me for the amount of time I didn’t have it.”

Me: “Okay, I can transfer you to customer service department were they can help you get the new speed, but I am sorry; we cant give you a credit for service you didn’t have.”

Customer: “But you had the service and I didn’t have it! I had to hear about it from a friend that the service was available. Why was I not made aware of this service? I want credit for the time I didn’t have it.”

Me: “I understand what you’re saying, but the service has been out for about 5-6 months. We sent out letters and we put up banners and even commercials. You didn’t see anything in regards to the new service?”

Customer: “No!”

Me: “Okay, well I can help you get this new service. But, I am sorry we are not going to give you a credit for a service that was available to you and you just didn’t subscribe to it.”

Customer: “Oh, well… I’ll get the credit. I’ll just talk to you manager. Transfer me to customer service, thank you!”

(She didn’t get the credit.)