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  • Got Their Cables Crossed

    | AL, USA | Crazy Requests, Theme Of The Month, Top

    (I work in tech support for a national car insurance company.)

    Me: “Thank you for calling [Company] auto insurance tech support. My name is [Name]. How can we help today?”

    Caller: “Yeah. I need to know why the repairman hasn’t arrived yet to look at my cable box. I’m still not getting any of my channels right now.”

    Me: “I’m sorry, ma’am, but you’ve reached [Company] auto insurance. It appears you have the wrong number.”

    Caller: “I know that. I don’t even have a car. This was the only number for [Company Name] I could find.”

    Me: “I’m sorry, ma’am, but again this is [Company] auto insurance. We are not your cable television provider. You may need to double-check the number you dialed.”

    Caller: “Look, just give me their correct number already! They hung up on me last time I called, and I need to get my cable back on now.”

    Me: “Ma’am, I am sorry, but we are not affiliated with your cable provider and do not have information on their contact numbers. You may want check the phone book or possibly your most recent billing statement or other mailing. I know my cable provider has their number plastered all over the mails and bills they send to me. Yours may have a similar practice.”

    Caller: “Look, why are you making this so d*** difficult?! I don’t want your d*** insurance! I don’t have a d*** car, so I don’t need it! Just give me the d*** number so I can get someone out here to fix my cable box!”

    (This back and forth continues for several more minutes with the caller confirming she is completely aware she’s called the wrong company, but expects us to provide her with the right contact info.)

    Me: “Again, ma’am, this is [Company] AUTO INSURANCE. We provide CAR INSURANCE. We do not have anything to do with cable television, satellite television, television of any kind or any other type of service other than CAR INSURANCE. We can’t give you the number for your cable repair, because we are not that company. We do not have contact information for other companies except for those involved with our CAR INSURANCE policies or the DMV for your state for concerns with your driving record. You’ve dialed… the wrong… number.”

    Caller: “Don’t condescend to me you little s***. I demand to speak with your supervisor right now!”

    Me: “I apologize ma’am, but the supervisors here at [Company] INSURANCE will only speak with callers who have legitimate concerns regarding some aspect of their CAR INSURANCE policy with us. As you are not a [Company] INSURANCE policy holder and do not have a concern regarding our INSURANCE services, I will not be able to transfer you to a supervisor. Again, ma’am, I advise you to re-check the number you have dialed or take one of the many suggestions I have offered to locate the correct company regarding your cable service.”

    Caller: “How dare you treat your customers in this manner!”

    Me: “Ma’am, you have repeatedly confirmed that you are not, in fact, a customer of [Company] AUTO INSURANCE. I have attempted multiple times to explain that you have dialed the wrong number and have reached the wrong company. You need assistance fixing your cable television service. However you have called a car insurance company. We simply cannot help you with this.”

    (My supervisor has noticed I have been on a call for much longer than usual, and has been listening for the past few minutes. He decides to jump in.)

    Supervisor: “Hello, ma’am. This is [Name], a supervisor here at [Company] auto insurance. I have been monitoring the call.”

    Caller: “Oh, finally. Maybe I can get some actual help now instead of dealing with this useless—”

    Supervisor: “—and you really need to hang up and call the right number.”

    Caller: “WHAT?!”

    Supervisor: “Unfortunately, you’re either being willfully obstinate and called solely to waste the valuable time of my techs, or you are so painfully stupid that you can’t comprehend the simple concept of a wrong number. Frankly, I don’t care which one it is at this point. What you are doing now is the same as calling McDonald’s restaurant to complain about Joe McDonald’s Plumbing not coming to fix your sink.”

    Caller: “How dare you! I demand—”

    Supervisor: “You can demand all you want, but this call is over, lady.”

    Caller: “I will not stand for this type of treatment. I will be cancelling my service and never use you again.”

    Supervisor: “Good luck with that, since I imagine to cancel your cable service you’d still have to actually call the right number.” *click*

    (The supervisor comes over to my desk chuckling and shaking his head. He takes me off the phones and we are chit chatting. A few minutes later, one of the new techs walks up to us looking nervous.)

    New Guy: “Um, I’ve got this really pissed-off lady demanding a supervisor to give her the number for her cable company. And she just starts screaming at me when I tell her this she has the wrong number.”

    (The supervisor grabs the new guy’s headset right there and takes it off hold.)

    Supervisor: “This is still an insurance company, lady. You’re still calling the wrong company. Get your s*** together and stop bugging us.” *click*

    Taxing Faxing, Part 11

    | OK, USA | Extra Stupid, Technology

    (A customer calls into my place of employment asking a question about her laser printer.)

    Customer: “Hello. I need to know what my fax number is.”

    Me: “Fax numbers are issued by your phone company. You would need to contact them to find out the number.”

    Customer: “What? You mean they don’t come through the air?”

    Me: “No, ma’am. They do not come through the air.”

    Related:
    Taxing Faxing, Part 10
    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

    Quick To Find Fault With Being Quick To Finding Fault

    | Manchester, England, UK | Bizarre, Time

    Me: “Hello. IT Help Desk. [My Name] speaking. How can I help?”

    Caller: “Yes. I logged a job the other day. It’s been resolved already, so I’d just like to close it.”

    (I proceed to take the reference number. I load the job up, thinking this will be a quick and easy call.)

    Me: “Okay. That’s all sorted for you. Is there anything else I can do for you today?”

    Caller: “Yes. I’d just like to ask. When I phoned the other day and logged this fault, someone came and fixed it five minutes later.”

    Me: “Well I’m… glad to hear that?”

    Caller: “No, but—why, when I wasted all that time trying to get through to you, did no one tell me it had already been logged?”

    Me: “Unfortunately, ma’am, we have a dozen staff taking hundreds of calls from thousands of users. If you tell us there’s a fault to log we can only take your word for it.”

    (This clearly wasn’t the right answer. The user gets more and more agitated.)

    Caller: “Yes, but, don’t you keep track of these things? Can’t you keep track of all these jobs? Why couldn’t someone have told me?”

    Me: “Ma’am, if you’d told us you didn’t know whether or not it was logged, we could’ve investigated. We could have spent time trying to ascertain if a call had already been made to us regarding the issue. We certainly couldn’t do that as a routine matter for every call we receive.”

    Caller: “I just don’t understand why the person I spoke to didn’t know! My time is very valuable. I’m a very busy person. I wasted a lot of time on that call!”

    (This goes back and forth for a while. We’re reaching the 10 minute mark.)

    Me: “I can only apologise again that we were unaware your fault had already been logged before you called. However, with all due respect, you didn’t know either. It is your printer. Also, even if we had told you, your complaint was about the length of time it took you to get through. It was time you would’ve wasted whether or not we logged your duplicate call. Finally, ma’am, your complaint is that you wasted your valuable time speaking to IT unnecessarily. Yet you’ve been going around in circles about this with me for 10 minutes now. I’m sorry, but I don’t know how else to answer your question. I am happy to hear that we were able to resolve your issue so quickly, though.”

    Caller: *click*

    Disk Driving The Credit Crunch

    | Elk Grove, CA, USA | Extra Stupid, Money, Technology

    (I am a brand new phone tech support agent for a well known computer company that prides itself in ‘ease of use’. This is my first call. As such, I have a trainer double jacked with me to listen and help.)

    Me: “Hello and thank you for calling Tech Support. My name is—”

    Customer: “You a**-holes! Gimme back my credit card now!”

    Me: “Excuse me? I’m sorry, ma’am. I don’t understand what you mean.”

    Customer: “You know exactly what I mean! You took my credit card and I want it back right f****** now!”

    Me: “I do apologize, but I’m still not exactly sure what you mean. How did we steal your credit card?”

    Customer: “Your stupid f****** computer asked for my credit card and now it won’t give it back!”

    Me: “Once again I do apologize, but I’m still not sure exactly how we took your credit card. What were you doing when we took it?”

    Customer: “I was setting up the internet and you f****** took it!?”

    Me: “Was someone helping you at the store and they took it while setting up the internet?”

    Customer: “No, you god-d*** moron! I was setting it up at home and when it asked for my credit card info I put it into the credit card slot on the computer. Now this piece of s*** won’t give it back!”

    Me: “Ma’am, our computers don’t come with credit card readers.”

    Customer: “Of course it does! It has a slot right on the front for it.”

    (At this point I realize the customer has put her card in the disk drive. After walking her through several steps I have to refer her to a service center to get the card removed.)

    Me: “So, once again, I do apologize for the inconvenience this has caused. You will need to take your computer to one of our service centers so that one of our techs may remove your card.”

    Customer: “I can’t f****** believe this! I’m reporting you and I’ll have you run out of business!”

    (The customer hangs up. I turn to my trainer.)

    Me: “Are all my calls gonna be that crazy?”

    Trainer: “Only if you’re lucky.”

    The Customer Is Always Right-Click

    | USA | Extra Stupid, Technology

    (A user leaves me a couple of long, painful, voicemail messages about her computer not working at all.)

    User: “I can’t close windows, I can’t click anything, and I can’t respond to important emails!”

    (I remotely connect to her computer, check everything out, and everything looks good. I assume that she had restarted her computer, found everything okay, and just forgot to tell me. I receive another call from her.)

    User: “My computer is in utter chaos!”

    (Again, I remotely connect into her computer, and everything looks okay. I go to see her computer in person, and luckily, she is there.)

    Me: “Can you show me the problem?”

    User: “Of course, look!”

    Me: “Ma’am, I can see the immediate problem.”

    User: “What is it!?”

    Me: “You’re right-clicking on everything.”

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