Unfiltered Story #167623

, , | Unfiltered | September 22, 2019

I’m working in a call center for a local cable/internet company on an internet tech support line. Our computers have software to access a customer’s account and a chat system between all the employees, both private (one on one) and public (all tech support employees). There’s a relatively slow day ahead of me one Sunday when a frantic caller ends up in my queue. Please note that at this time, I had only been working for three weeks and had had relatively easy troubleshooting cases.

Me: “Thank you for calling [Company]! May I have your name and your address or email to verify your account?”

The phone line seems dead for a moment, until a male voice I will refer to as ‘Matt’ responds: “Yes, this is Matt from [Electronics Company]’s tech line. I have a caller on the line with me who is having trouble with your internet service.”

During this, I’ve taken the customer’s information from the queue and opened her account. The signal to her modem is fine, she has no late payments, and the hardware is listed as up to date. I begin to get worried.

Me: “Oh, I see! Um, well, what seems to be the problem?”

Caller: (yelling) “I can’t hook up my TV to the internet!”

Me: “All right, well, let’s verify your account and take a look at your equipment.” (She gives me her information and everything is accounted for.) “I’m not seeing an issue with your service, so let’s check your modem and router.”

Caller: “I’ve already done this!”

Matt: “We walked through your basic steps from the website. Her other TV’s and laptop connect but not her TV.”

Me: “Oh, well, then it’s probably an issue with a setting on the TV. When did it start?”

Matt: (Suddenly agitated) “No, no, no. Her TV is fine. We already troubleshooted that. Everything is fine. This is a problem with YOUR internet. This is YOUR job.”

Me: (Ignoring Matt’s tone as best I can) “Um, ma’am? When did this start?”

Caller: “Two days ago after a power outage.”

Me: “Okay. So one thing we can do is reset your modem from here, which will knock all of your internet out until it comes back online, which takes a few minutes. Then just check your signal, and then we’ll check your TV.”

Caller: “I don’t know…I did that on my own.”

At this point, my supervisor sees me trying to persuade the caller into troubleshooting again. We start the steps, but they don’t work on her TV. Matt continuously tries telling the caller that the issue is the internet despite everything else working fine. She’s becoming increasingly angry, and I’m barely able to get a word in between the two of them talking over me. My supervisor gets into the chat.

Supervisor: “Is her internet working?”

Me: “As of now, yes. Everything except one smart TV. I keep telling her that’s not on our end, but she’s getting mad and this other guy really isn’t helping.”

Supervisor: “Tell her that we provide her service signal, and if she wants a technician, she can have one. But she’ll be charged if it’s an issue with her TV and not her internet, which seems likely right now.”

I relay this to both Matt and the caller, who then starts screaming and crying that neither of us are helping her and that we don’t want her to fix her TV. I say to her, as loudly as allowed in the call center, that I would like to help her, but only a technician can physically help her. And if the TV is at fault, she will be charged.

Matt: “Look, ma’am. We’ll send out a tech from here who will look at your TV. It’s probably more of a work around than your internet provider can do, but we’ll do it.”

The caller seems fine with that answer, though she apparently threw her phone to hang it up, from the sound it made.

Matt: “Well, thanks for not helping!”

Me: “Can’t help what isn’t our deal, bro.”

I cut the line before he can respond and my supervisor heads over.

Supervisor: “You didn’t say that to her, did you?”

Me: “Nah, it was the guy from the other tech line. He thanked me for not helping.”

Supervisor: “Well, you handled that fine. He just wanted to pass her off.”

Me: “She WAS acting like a three year old in an adult’s body. He was just acting more like twelve.”

Supervisor: “Babysitters…”