icon_technology

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…

icon_bigotry

Getting Very Emojional About It

| CT, USA | Bigotry, Popular, Technology

(I’m a employee at an Apple store. I overhear a coworker and a black customer in his 20s speaking.)

Customer: “You are all racists. Y’all have no respect.”

Coworker: “I’m very sorry you’ve had a negative experience, sir. What leads you to say that?”

Customer: “I got my phone a week ago and it’s a racist piece of s***.” *looks around and notices that there’s a couple with a kid nearby* “Excuse my language, I don’t mean to make a scene. I’m just a little PO’d.”

Coworker: “May I ask what’s wrong with the phone?”

Customer: “Look! It doesn’t have black people!”

(He gets out his phone and taps to the emoji keyboard.)

Customer: “They got Chinese, Middle Eastern, even Russian! But there ain’t any black emoji people!”

Coworker: “Yeah, I see what you mean… I completely understand why you’d be upset. Unfortunately, I don’t think there’s anything we can do at this time.”

Customer: “Can’t y’all draw one and put it on the phone?”

Coworker: “Um… I don’t think that’s possible. Sorry, sir.”

Customer: “All right, sorry to bug you. Just thought it should come to y’all’s attention.”

(He made a good point!)

icon_technology

Wireless, Clueless, Hopeless, Part 30

| Dallas, TX, USA | Extra Stupid, Technology

(I work in tech support for an Internet company, taking calls for installers that are having issues with the install. The following is a call I receive.)

Me: “What kind of issue are you having?”

Caller: “I am not able to get on the Internet.”

Me: “Okay, let me take a look.”

(I pause a moment to confirm the modem is provisioning.)

Me: “The modem is provisioned correctly. Have you checked your IP address?”

Caller: *silence*

Me: “Do you know how to check for the IP?”

Caller: “Negative.”

Me: “Okay, no problem. What operating system are you using?”

Caller: *silence*

Me: “Vista, 7, XP?”

Caller: *silence*

Me: “Okay, what does your start button look like? Round with the Windows logo in the center?”

Caller: “You mean the circle with the rainbow looking thing in the center?”

Related:

Wireless, Clueless, And Hopeless, Part 29

Wireless, Clueless, And Hopeless, Part 28

Wireless, Clueless, And Hopeless, Part 27

icon_criminals

An Alarming Lack Of Alarming

| USA | Criminal & Illegal, Popular, Technology

(I work at an alarm management company monitoring home alarms. Normally when an intrusion or motion sensor alarm triggers, we call the house first in case it is the owner. They generally give us their passcode and we cancel the alarm. In this scenario, a motion sensor alarm comes up and I call the home.)

Me: “This is [My Name] with [Security Company]. Am I speaking with [Owner]?”

Phone: “Yes.”

Me: “Okay, Mr. [Owner], if you can just verify the passcode for your account, I’ll be glad to disable the alarm for you.”

Phone: “I don’t have an alarm.”

Me: “Excuse me?”

Phone: “I don’t have an alarm system. Whatever you’re seeing is wrong. Cancel the alarm; it’s not at my house.”

(I obviously think that this is bizarre so I call the secondary number, the owner’s work phone.)

Me: “This is [Name] with [Security Company]. Am I speaking with [Owner]?”

Owner: “Yes, that’s me.”

Me: “We didn’t just speak on your home line, did we?”

Owner: “No? Is something wrong?”

Me: “I thought not. Can I get your passcode for [Security Company]?”

Owner: “[Code].”

Me: “Somebody answered your home phone and claimed you did not have an alarm system. I have already dispatched the police to your home.”

icon_technology

A Disconnection Between Her Phone And The Truth

| USA | Bad Behavior, Criminal & Illegal, Popular, Technology

(It’s late at night and I’m about leave work. I get a last minute call.)

Me: “Hello, thank you for calling [Company]. How may I help you?”

Caller: “My phone is broken and I DEMAND a new one.”

Me: “Okay, ma’am. What distributor is your phone from?”

Caller: “Your company.”

Me: “Okay, ma’am, let me rephrase. Who made your phone? Is it an Apple pro—“

Caller: “No, my phone isn’t a god-d*** Apple! Now, I demand a new phone!”

Me: *keeps playing her game* “I’m sorry, ma’am. Is your phone an Android?”

Caller: “Yes!”

Me: “Okay, ma’am. What’s your name?”

Caller: “[Name].”

Me: “Thank you, please hold.”

(I put her on hold and pull up her records. You can see what phone the customer is calling from when you pull up the records, as well as other important details.)

Me: “Ma’am, [Company]’s records say you’re calling from the ‘broken phone.’ Records also say you’re three months overdue for your bill. Please pay with the next two months or else we’ll have to disconnect you.”

Caller: *click*

icon_bigotry

Bigot Exists Between Chair And Keyboard

| Salt Lake City, UT, USA | Bigotry, Popular, Technology

(I work in a tech support call center where most of my day is spent helping our clients reset various aspects of their computer.)

Me: “Okay, I think I know the problem here, but I just need some information from you to be certain. This might not be the issue, but it’s best that we check it just in case.”

Client: *very polite and understanding* “Whatever gets us back up so we can help our customers works for me. What do you need from me?”

Me: “The computers that are having the network errors, did you update them recently? I know a patch came out for [Operating System] yesterday, and I’ve heard that there may be some compatibility issues with it.”

Client: “I’m not sure; I’ll ask. So you can fix it?”

Me: “Not exactly. I don’t have the permissions needed to do this from my end. Let me check something server side here, right quick. Do you mind if I put you on hold for a minute?”

Client: “No, go right ahead.”

(I put the client on hold and grab one of our higher techs (basically a manager). I tell him what’s up, and he agrees to handle the rest of the call.)

Level Two Tech: *after connecting to my call* “Sir, I’ve spoken with [My Name] in regards to your problem, and I’ll be handling the call from this point forward.”

Client: “It’s about time! That f***er doesn’t know a thing about computers! Where the did you find a [racial slur] like that?”

Me: “Uh… sir… I’m still on the line.”

Client: “You’re still on the line?”

Me: “Yep.”

Client: “I… uh… sorry! Uh… you… you can fix this right?”

Level Two Tech: “Sir, due to your use of profanity and racial slurs, we’re going to have to terminate the call. If you need further assistance, then you are welcome to call back once more. However such language will not be tolerated.” *ends call*

(About half an hour later, Client’s manager called back wanting to know why the tech [me] hung up on him and refused to assist as per our contract. While I didn’t take the call, I overheard when he was transferred to the Level Two tech from before. The last thing I remember hearing was the manager screaming through the phone “He said WHAT!?” followed by yelling at someone on the other end of the line. Ended up only taking about fifteen minutes to walk the manager through the problem.)

Page 11/219First...910111213...Last