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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…

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It’s Too Much Trouble To Troubleshoot

, | WI, USA | Crazy Requests, Extra Stupid, Popular, Technology

(I work in an inbound call center that works as a hardware help desk for veterinary clinics who purchase our products. On a relatively slow day for us, I get the following phone call.)

Me: “Hardware Support. My name is [My Name]. How can I assist you?”

Customer: “Yes, I am having trouble with our label printer.”

Me: “I can help you with that. On which computer are you having problems with this printer?”

Customer: “Several of them.”

Me: “Okay, I can check on the server for you to make sure it is shared correctly, but I also need to be remoted in to check on the ones you are having problems with.”

(At this point I give the customer a session code to put into the server so I can remote in and check settings.)

Customer: “Thanks, I will put that into the computer. Have a great day.” *hangs up*

(I am slightly confused as we need the customer on the line to troubleshoot any printer problems as when we print pages we don’t actually know if it prints. So I call her back.)

Customer: “[Clinic], how can I help you?”

Me: “Hi, you called in about needing help with your label printer; I need someone on the line to troubleshoot the issues with me.”

Customer: “Well, we are really busy here. Can’t you just do it?”

Me: “Unfortunately, I am not sure what the problem is and I can’t just guess. If you are having problems printing I can check the settings on the computers you are having problems with, but if I print anything, I won’t know if it worked.”

Customer: “Well, I don’t know what computers are having the problem, so you will just have to figure it out.”

Me: “Ma’am, I don’t have the ability to do that unless I get remoted into the computers with the problem.”

Customer: “I have 30 computers and I just don’t have the time to walk around and find out which ones have the problems and which ones don’t. I have 20+ customers standing in line waiting to be checked in for the weekend. You just need to fix it.”

(Unsure how to proceed, I explain the issue to one of my colleagues. He suggests to explain to the customer exactly what she is asking me to do and what steps would have to be taken for me to complete the troubleshooting.)

Me: “Ma’am, for me to do what you are asking I would have to remote into every computer, kick off the person currently working and check the settings, print a test label, then call you back to see if one printed. I would have to do this 30 times and interrupt your work each time.”

Customer: “There has to be another way. Just fix it.”

Me: “There is another way. If someone could find out for me what computers are not able to print, I would only have to access those computers and speak with that one employee.”

Customer: “I don’t have time to have one of my employees do your job. Forget it. I don’t know why we pay for you to fix things when we are the ones who have to fix them.” *she hangs up*

(I sat for a moment and a colleague walked up to me and explained that every time she called in, if she needed to help or it took longer than five minutes, she hung up on us. We have since stopped supporting her clinic.)

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ISPy

| Petach Tikva, Israel | Crazy Requests, Criminal & Illegal, Technology

(I’m working the night shift on a Friday, around 3 am.)

Me: “[ISP]. This is [My Name] at your service.”

Customer: “My Internet isn’t working, and I know why! It’s because of [unintelligible].”

(I thought I’d heard something about spies, but I wasn’t sure, so I just kept going.)

Me: “I see. Let’s figure out what the problem is, so we can find a solution.”

Customer: “But I know what the problem is! I’m being spied on! It’s the spies! They’re ruining my Internet.”

Me: *sticking to the protocol that exists exactly for that purpose* “Well, if you’re sure someone is spying on you, you have to contact the police.”

Customer: “Nah, I don’t need to call the police. I’m not that paranoid. Anyway, they’re spying on me, too, so they probably know all about it.”

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Customers Without Filters, Part 2

| OH, USA | Technology

(I work in a pet store where I sometimes deal with filters for fish tanks. They are arranged by brand and tank size, i.e. 20 gallons, 55 gallons. I am occasionally called upon to deduce what type of filter or filter cartridge a customer needs. An old man comes up to me with a filter in a plastic shopping bag.)

Customer: “I need this filter.”

(I proceed to inspect the filter looking for identifying marks, like brand and size. There are absolutely none.)

Me: “Hmm… do you know what brand this is?”

Customer: “Lake… land?”

Me: “That doesn’t sound familiar. We must not carry it. Let’s see if we can find something that’ll fit your tank. What size is it?”

Customer: *points to filter* “That size.”

Me: *utterly nonplussed* “Five… gallons?”

Customer: “I don’t know; it’s that size.” *makes vague gestures of dimension*

Me: “Well, that seems like three to five gallons. We don’t have many filters for something that small, but let’s see what I can find.”

(I walk to the aisle with the filters and pick up the one filter we carry for tanks that small. He looks at it.)

Customer: “This isn’t the same filter.”

Me: “I know, but this is the only one we carry for the size it sounds like your tank is.”

Customer: “But I want THIS filter.”

(He wanders further down the aisle to look at the other filters and I help a few other customers. He walks back up to me.)

Customer: *smugly* “I found the filter. You should really know your merchandise.”

Me: “Oh, you did? Where was it?”

Customer: “There. It’s that brand, but it doesn’t look like those.”

Me: “The smallest size we carry in that brand is 20 gallons, and that’s too big for your tank.”

Customer: “But it’s the same brand.”

Me: “We just don’t have that filter. I showed you the one filter we have that would fit your tank.”

Customer: *very exasperated* “Well, can I special order it?”

(I explain that it’s just not something our store as a whole can do, especially if I don’t even know WHAT KIND of filter it even is!)

Customer: “I don’t like that answer.”

Me: “I’m… sorry? Would you like to talk to a manager?”

Customer: “That’s not a good answer. You should get some more training.”

Me: *I’m so done* “Thank you.”

(We walked off in opposite directions and I was so frustrated I went in the back and kicked a box. For the record I’ve been there over a year and I’m the assistant manager of the dang department! I’m not a wizard!)

Related:
Customers Without Filters