Unfiltered Story #159853

, , | | Unfiltered | August 1, 2019

A little pre-amble, I was working for a cable/internet/phone service provider at the time, when a customer with one of our newer cable TV systems called

Customer: “My TV hasn’t been working for the last 2 months, it’s just been giving me this message about not being allowed”

Me: “Ok, lets take a quick look at that.” *I checked that the equipment was responding to me, and sent a quick refresh through to it* “It seems everything looks good from our end, so I’ve refreshed your equipment, can I get you to check if it’s working now?”

Customer: “Yes, it seems to be working now, but I want a credit for the time it wasn’t working!”

Note: The commands I did took maybe 30 seconds to perform, and we were maybe 3 minutes into the call at this point.

Me: “I’m sorry, but I won’t be able to provide a credit for this for you, as we were able to get it working right away”

Customer: “Yes, you did, but I want credit for the 2 months my cable wan’t working”

Me: “I can see how it would have been frustrating to have it not work for so long, but we have no way to identify and correct such issues unless they are reported to be happening. As you didn’t report it previously, and have not had to wait for a resolution since reporting it, I am unable to credit you.”

Customer: “This is ridiculous, why should I have to let you know this isn’t working right away? I demand a credit now!”

Me: “I’m sorry, but policy states we can only credit downtime from when an issue was reported to when it was resolved in the cases where it requires a technician to visit.”

Customer: “I demand to speak to your supervisor”

Me: “Ok, just wait a moment and I will get someone for you” *I then proceeded to get a supervisor to take the call, sadly I didn’t get to hear the conversation from there, but when I checked back later, I still saw no credits.*

Truly can be amazing how some people think those in tech support are Omnipotent, just because we can remotely refresh and reset equipment…

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