An Alarming Way To Get Through To Customer Service

, , , | Right | October 30, 2018

(I work at a company that helps supply home security systems and other home-automation equipment to customers. I get a call in requesting support for a door and window sensor.)

Me: “Hi, thank you for calling [Company]. My name is [My Name]; how may I help you?”

Customer: “Hi, I’m having an issue with a sensor.”

Me: “May I have your phone number to pull up your account, please?”

Customer: “Sure, it’s [phone number].”

(I put the phone number into the system, but nothing comes up.)

Me: “My apologies, sir; I’m not certain if I entered that number correctly. Just to verify, that number is [correct phone number]?”

Customer: “Yes, that’s it.” *muttering* “I don’t even know why I’m paying you guys.”

Me: “Okay, that’s still not pulling anything up; may I have your address, please?”

Customer: “It’s [address], in [City].”

(I put the address into the system, but don’t pull up anything.)

Me: “I’m sorry, it’s not coming up,. I’m not sure if it’s user error or—”

Customer: “Okay, I’ve had enough of this bulls***! You guys are f****** useless. I’m going to set off my alarm so it comes in to you guys.”

(Before I can protest and tell him that I’m not at the monitoring station, he’s armed his system and entered the duress code to call the police.)

Customer: “Can you find me now?”

Me: *shocked* “Y-you’ll have to talk to [Monitoring Company] about that.”

Customer: *alarm siren blaring in the background* “I’ll talk to them, then.” *click*

(I pause for a moment.)

Me: “Well, that was the most interesting call I’ve gotten so far.”

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