A Tech Support Retort

, , , , | Right | October 31, 2019

(I’m working as a junior accountant at an ISP which also offers a free fax-to-email service to customers. Jerk It’s two hours past our working hours when the customer service line starts ringing, but I decide to answer it anyway.)

Me: “Hello, [Fax-To-Email Service], how can I help you?”

Customer: “Yeah, I’m trying to fax some documents to a client of mine, but he says he hasn’t received them. I need these sent out ASAP.”

(I go through the usual troubleshooting steps. I can tell the customer is getting angrier with every question I ask, but I’m trying to help them out anyway.)

Me: “Okay, I’m terribly sorry, but I can’t help you at the moment, as you are trying to send this document to a foreign country fax machine. The reason could be a technical error on our side or a problem with the fax line from Germany. Unfortunately, our offices closed at 5:00 pm, so none of our technical experts are available at the moment, but if you give me your name and contact number I will call you back first thing in the morning and let you know what is the issue and how we can have those documents sent to your client.”

Customer:What? No, you don’t understand. I pay for this service—” *reminder: it’s a free service* “—and I need these documents sent like yesterday and it’s your job to help me send them now.”

Me: “Ma’am, I’m really sorry but there’s nothing we can do right now, since there’s no one left in the office who could take a look at this problem. May I suggest trying to use a different number for your clients, just to rule out the possibility of a problem with their line?”

Customer: “NO! You are a fax company, you have a fax there, you send a fax to them.”

Me: “I’m sorry, ma’am, but I cannot use the company fax to send out client documents.”

Customer: “Yeah, I know you can’t. You just answer calls and drink coffee all day, right?”

Me: “Actually, I’m a junior accountant and answering customer calls is the least of my priorities here, especially when it’s way past my working hours and I’m trying to finish something.”

Customer: “This is not how you treat a paying customer! I will call [local Customer Protection Authority] and complain about this! What’s your name? I will call your boss and tell them about their lazy employees who are being rude to their customers.”

Me: *calmly* “My name is [My Name], my manager’s name is [Manager]. If you prefer, you could take this issue straight to our CEO, [CEO]. They will both be here tomorrow at 9:00 am, like the rest of our employees. Is there anything else I can help you with?”

Customer: *silent for a few seconds* “NO!” *hangs up*

Me: “Hey, [Manager, who was anxiously waiting for the call to end so she could have a laugh at me], make sure you’re not late tomorrow morning; someone wants you to teach me a lesson.”

(Of course, we never heard from the customer ever again and I didn’t get into any trouble.)

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