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…

A Surge Of Abuse

| CT, USA | Bad Behavior, Popular, Technology

(We get a call about one of our customer’s network not working on one floor of their place. I am quickly sent over to check on the problem and when I arrive, I find the owner of the company standing there looking quite displeased.)

Me: “Good afternoon! My name is [My Name] from [Company]; I hear you have a bit of a network problem?”

Owner: “Yes. You people installed my network two months ago and it’s broken.”

Me: “Uh oh, let’s see what’s going on!”

(He leads me downstairs to the main network router and modem. Sure enough everything on the main floor is working just fine, but the one running upstairs is showing no connection.)

Owner: “You charge me an arm and a leg, and everything is broken. I knew I should have gone with one of the dozen other companies around. You people just gave me s***ty equipment! You don’t know what you’re doing, do you?”

(I’ve all but tuned him out at this point, but I want to go have a look at the setup upstairs. I wait for a break in his rambling.)

Me: “Sir, can I have a look upstairs?”

Owner: “May as well…”

(He brings me upstairs and within a minute, I see the problem. He begins rambling again about how horrible we are at our jobs, how we just sold him broken equipment, and I stop him.)

Me: “Excuse me, [Owner]?”

Owner: “What?”

Me: “I understand being frustrated at equipment not working and paying a professional to fix your equipment, only to have it break, but please, I don’t appreciate the badmouthing right to my face. I was not employed with the company when your network was set up. Also—” *I flip the switch on the surge protector connected to his network switch to ON* “—you should be all set.”

(We check the computer and, sure enough, his network is working perfectly.)

Me: “Is there anything else I can help you with, [Owner]?”

(He is silent with this face of, “Oh…” and just turns and walks away to his office, closing the door behind him. His business partner peeks his head around the corner.)

Partner: “Really? That was it?”

Me: “Yes, it was.”

Partner: “Well, I’m very sorry to have to apologize for him, but I’m so sorry that he treated you that way. I promise, we’re not all like that here!”

(We shared a laugh and he showed me out. He was an incredibly friendly person. I headed back to my company, and apparently on my drive back, the partner had put a call in telling the owner how good of a job I did. I got a nice bonus for that one.)

Time To Start A Relationship With A New Laptop

| PA, USA | Love/Romance, Technology

(I work in a computer store.)

Me: “Okay, so, what seems to be the problem with your laptop?”

Customer: “It won’t turn on and it smells like burnt plastic for some reason. I think the motherboard is fried.”

Me: “Let me take a look at it.”

(He removes it from the box and I am horrified to find that it appears to have been smashed and set on fire.)

Me: “So… a little fried, huh?”

Customer: “Yeah… my girlfriend and I broke up a week ago. So, can you fix it or do I have to buy a new one?”

(On the plus side, I made a sale that day.)

Too Early To Deal With Each Other’s Baggage

| CA, USA | Popular, Technology, Tourists/Travel

(I have an early flight, and have been up since 5 am. Needless to say, I’m pretty out of it. After having some issues checking in, I finally ask for help.)

Me: “Excuse me, but this thing isn’t letting me check a bag.”

Employee: *gives me an odd look* “Well, that machine is a carry-on only one… It says so across the top.”

Me: *looking down immediately, where it says in bold letters “CARRY-ON ONLY”; needless to say, I turn bright red* “Oh, my god, I did not see that. I’m so stupid…”

Employee: *laughs* “That’s all right. Let me check your bag.” *types on the computer* “All right, I need your ID and a credit card.”

Me: “Sure.” *I hand both over*

Employee: *leaves for a moment before coming back, her head down and a self-deprecating smile on her face* “And I just tried to charge you for a free bag…”

Me: *laughs* “Well, I tried to check a bag on a carry-on only machine, so I think we’re even!”

(She was very helpful and nice for the rest of the exchange, and I left for my flight in a much better mood than when I arrived.)

A Surge Of Dumbness

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

(I work for a copier/printer repair company. We make one brand, but also work on others. A customer with one of the ‘other’ brands at a high school had a problem that had been going on for weeks; even the factory support was baffled. After yet another attempt, another teacher comes into the room.)

Teacher #2: “Your printer still isn’t fixed yet?”

Teacher #1: “No, these guys have no clue in how to fix things, I guess.”

Me: *fumes silently, with 15+ years of experience in the field while looking through yet another manual for something I haven’t tried yet*

Teacher #2: “Just where did you get that printer anyway?”

Teacher #1: “Oh, it was in the dumpster; the IT guys had thrown it out because it’d been hit in a power surge.”

Me: “Uhm, what did you say?”

Teacher #1: “Oh, yeah, I mean it looks brand new, so it should be good, right?””

Me: “…I’m sorry. I don’t think I can fix this. Here’s your bill.”

Convenience Is Not On The Cards

| USA | Money, Technology

(I take payments from our customers. The following situation happens on a regular basis.)

Customer: *by email* “Please charge my invoice to my credit card on file.”

Me: *after trying the card, and it is declined* “Your credit card ending in 1234 was declined. If you would like to use another card, please call me with the number.”

Customer: “Oh, that card was compromised/had fraudulent charges on it, so I had to get a new one. The new card number is—” *gives entire card number, expiration date, security code, and billing address*

Me: *after deleting the credit card number* “Thank you for your new credit card number. In the future, please call me if you have a new credit card.”

Customer: “Why? Emailing it is so much faster.”

Me: *facepalm*

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