Category: Technology

The realm of Technical Support is there to provide expert assistance to those who are not so tech-savvy. Although they still expect you to know what a computer is, and how to turn it on, and to know that you can’t ‘fix the internet’ because it isn’t pretty enough. You have been warned…

Should Have Called Ahead For Duty

| Santa Ana, CA, USA | Technology

Me: *answering the phone* “Hello, how can I help you?”

Customer: “I’m looking for the game Call of Duty.”

Me: “Um… sure which one?”

Customer: “I don’t know! Black something!”

Me: “Oh Black Ops! For which console?”

Customer: “I DON’T KNOW! IT’S BLACK SOMETHING! NINTENDO!”

Me: “Okay, for the Wii or DS?”

Customer: “YOU KNOW WHAT? JUST, F*** YOU!” *hangs up*

Wireless, Clueless, Hopeless, Part 24

| Jacksonville, FL, USA | Extra Stupid, Technology

(A customer walks in with a PSP he purchased recently from our store.)

Customer: “My PSP won’t connect to the Internet. Keeps giving me an error.”

Me: “Huh, weird. You have a good connection to your wifi right?”

Customer: “Wifi?”

Me: “Yeah, your wireless Internet. What’s the signal strength when you try to connect?”

(Customer looks at me like I’m from Mars.)

Me: “You do have Internet at home right?”

Customer: “No.”

Me: “Well, you need to have the Internet at home in order to be able to use the Internet.”

Customer: “I just thought the Internet came with the PSP when I bought it.”

Related:
Wireless, Clueless, And Hopeless, Part 23
Wireless, Clueless, And Hopeless, Part 22
Wireless, Clueless, And Hopeless, Part 21

The Computer Has A Lot Of Bugs

| Montreal, QC, Canada | Bizarre, Pets & Animals, Technology

(We take calls from people who’ve purchased protection plans..)

Me: “Thank you for calling [Team]! My name is [My Name]. How can I help you today?”

Caller: “Yeah, uh, I got a message from y’all’s service center that said they can’t repair my [Console].”

Me: “Oh, gosh, sorry about that. Mind if I put you on hold for a quick minute or two? I’ll see what notes they’ve left on that.”

(I put the caller on hold and when I check his file, the service center first told us that it was “unsanitary” to repair. When I keep reading, I find out that the center refused to service the Console because of a cockroach infestation. I took an extra 30 seconds to compose myself and try to find a way to gently break this to the customer.)

Me: “Hi! Thanks for holding; sorry for the wait. Um, there’s no easy way to say this but, uh… the service center denied repairs because it was unsanitary.”

Customer: “What? What does that mean?”

Me: “They said that there was a… cockroach… infestation.”

(The customer stays silent for a little while. It’s important to note that the customer originally filed a claim because the Consoleq was overheating.)

Customer: “Well, uh… what, what if I cleaned it out? Can I send it back in then?”

Me: “Well, I’m not entirely sure we’d be able to accept that, but you can certainly try! Maybe that’ll even solve your heating issue.”

(Customer thanked me and hung up. A few weeks later, one of my coworkers got a call from the same guy. They had to forward the call to our supervisor, who then proceeded to tell him that unless he could send us a copy of the invoice from when the Console was professionally cleaned, we would continue to refuse service on his infested Console!)

When Powering Up Brings You Down

| Stirling, Scotland, UK | Extra Stupid, Technology

(I’m the idiot customer in this. My phone isn’t working due to water damage, so I have a temporary replacement: my mum’s old phone. It worked fine for about four months, and then mysteriously stopped working after one of my exams. I left it for about a month, continuing to charge it overnight and try to turn it on, before I take it in to the phone repair shop.)

Me: “Hi, I have a [Phone] and I’ve brought it in once before. About a month ago it stopped working. I’ve been charging it but it won’t turn on.”

Employee: “May I see the phone?”

Me: “Of course!”

(I put the phone down and the employee presses a button.)

Me: “Oh, no, the power button is here—”

(The phone starts to turn on.)

Me: “Oh.”

(The employee just looks at me. I pick up the phone and look at the button he pressed; sure enough, there’s a power symbol there.)

Me: “Oh. Um. Right. I’ve just been pressing the wrong button.”

Employee: “Yes, the power button and the lock button are separate on this model. Most phones have one for both functions.”

Me: “Thank you. Sorry to bother you.”

(I left with the phone, feeling like an idiot.)

Disconnected From Reality

| Canada | Extra Stupid, Technology

(I am doing troubleshooting over the phone with a woman whose office phone is acting up.)

Me: “So, I’m going to get you to reboot your phone. All you need to do is unplug the cable in the back of the base.”

Customer: “This data cable?”

Me: “Yes, that’s the one, but don’t do it yet or we’ll be disconnect— Hello? Hello?”

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