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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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If Only They Could Monitor Their Own Behavior

| Baltimore, MD, USA | Bad Behavior, Technology, Time

(I am in line at a popular electronics store to pick up my laptop I had purchased a few days prior. At this particular store, they advise you to make an appointment to avoid unpredictable wait times.)

Employee: *looking at me* “Hi, ma’am. Do you have an appointment?”

Me: “Yes, my appointment is at 1:30 under [My Name]. I am here to pick up my laptop I purchased the other day.”

Employee: “Okay, thanks. Hold on one moment please and I will go back and get your laptop.”

(An elderly couple walk in each holding a large computer monitor. The couple pushes me aside and sets the monitors on the counter. Not wanting to be rude, I quietly move aside.)

Old Woman: “We’re here to drop off these monitors. They need to be fixed.”

Employee: “Okay, ma’am. Did you have an appointment?”

Old Woman: “An appointment?”

Employee: “Yes, we recommend making appointments to help better serve our customers. It is not required, but recommended because wait times can vary to five minutes to a couple of hours.”

Old Woman: “No, I don’t have an appointment. I just want to drop these things off.”

Employee: “I’d be more than happy to help you, ma’am. However, I was in the middle of assisting another customer. She had an appointment so I have to help her first. You can take a seat over there and the wait time right now is twenty minutes.”

Old Woman: “TWENTY MINUTES?! That won’t do! We have a movie to catch!”

Employee: “I apologize, ma’am, but like I said, I need to assist customers with appointments first. You’re more than welcome to wait twenty minutes or I would be happy to schedule you an appointment for later.”

Old Woman: “That’s ridiculous! I’m not waiting twenty minutes. We already drove all the way here! Can’t I just leave these here with you and pick them up later?”

Employee: “Sorry, ma’am, but I just can’t let you leave these here.”

Old Woman: “Well, can’t I just sign some paper or something saying I’m leaving it here?”

Employee: “Yes, that’s what we require. We also would need to know the issues you are having with the monitors but like I said, I can’t allow you to cut in front of customers with appointments. I was already in the middle of helping this young lady–” *gestures towards me* “–and like I said she has an appointment. So you can either wait or schedule an appointment for later.”

(After watching this go on for a few minutes, I had decided I’d let the elder couple have my appointment as I didn’t have anything else to do that day and twenty minutes really wasn’t long.)

Me: “Excus—” *gets cut off*

Old Woman: “THIS IS RIDICULOUS! F*** THIS! I DIDN’T WANT TO COME TO THIS PIECE OF S*** STORE ANYWAY! [Husband], LET’S GO!”

(She snatches the computer monitor up, still going off and making a scene. Her husband takes the other monitor and without a word, follows his wife. The employee apologizes again to the man who rudely dismisses him.)

Employee: “I’m sorry about that.”

Me: “That’s okay; I work in the restaurant business where I have to deal with customers like that on a daily basis. I was about to just offer her my appointment until she made that big scene and started cursing.”

(Moral of the story: If that woman had handled herself differently and treated others with respect, her computer monitors would be fixed right now.)

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Thou Shalt Have Cable

, | Germany | Language & Words, Movies & TV, Technology

(The German word for “commandment” is also used as an auction term.)

Coworker: “Hello, this is the IT service of [ISP]. How can I help you?”

Caller: “Hello? Please, help me. You have to help me.”

Coworker: “Certainly, ma’am, what seems to be the problem?”

Caller: “I can’t see my commandments! I can’t watch them!”

Coworker: “Commandments? Like… your auctions on eBay?”

Caller: “eBay? What is this? What are you talking about? Please help me.”

Coworker: “Uh, why don’t you explain to me which commandments you mean?”

Caller: “Commandments! The Ten Commandments. It goes on Kabel-1 at two pm!”

Coworker: “Oh, the movie! Let me see what we can do. Please tell me your customer number first…”

(It was a long call. It turned out the elderly lady was disabled and really wanted to watch her movie that day, as it was Good Friday. My coworker was able to find out the problem wasn’t in her devices so he transferred her over to the TV services support. She blessed him. Sometimes religious customers aren’t that bad.)

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Automated Frustrated

| NM, USA | Technology

(I’m the customer in this story, talking to an automated phone system.)

System: “How may I help you?”

(Not sure if it’s voice recognition or it’s gonna start listing options, I wait.)

System: “I missed that. How may I help you?”

Customer: “Internet connectivity?”

System: “I missed that. How may I help you?”

Customer: “Bring back the f****** keypad options.”

System: “I missed that. Please press one for tech support, two for billing.”

(I hope that call was recorded for quality monitoring and someone got a laugh out of that.)