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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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The Final Word On Passwords, Part 5

| Pittsburgh, PA, USA | Technology

(I am working in a call center for tech support that handles area offices. A worker from a local office calls in upset because she can’t use her ‘new computer’.)

Me: “Can I get the name of the computer so I can check on it in our system?”

Customer: “[Computer].”

Me: “It looks like [Computer] is registered for [Other User] instead of your account…”

Customer: “Yes, it’s his computer, and it won’t take my password to use it.”

Me: “Are you using a password he gave you?”

Customer: “No, it’s my password, but it has his name here so it won’t work.”

Me: “So you are using your password with someone else’s username, on their computer, and you don’t know why it won’t work?”

(She hung up at this point, and I haven’t heard back from her since.)

Related:
The Final Word On Passwords, Part 4
The Final Word On Passwords, Part 3
The Final Word On Passwords, Part 2

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Not In Your Nature

| Norway | Religion, Technology

(I work the cash register at a popular electronics store, and sometimes our customers just pick things up from the display that they want to buy. It’s not uncommon. One day an elderly lady approached the counter with a radio in its original packaging.)

Me: “Hi there!”

Customer: “Hello. Can you check to see if everything is in the box?”

Me: “Oh, of course! Did you pick it up from the display?”

(I start checking in the box.)

Customer: “What?”

Me: “Did you pick the radio up from the display? Is that why you wanted me to check?”

Customer: “What’s that supposed to mean?! I can’t control everything; I’m just an old lady! The display… How am I supposed to know that?”

Me: “I guess you didn’t. Well everything is in order here! That’ll be [price].”

Customer: “What batteries does it use?”

Me: “Well, let’s check!”

(I search the box for hints on batteries, but find nothing, and come to the understanding that it doesn’t use batteries, only electricity.)

Me: “I’m sorry, it only uses electricity, not batteries.”

Customer: “But what if I want to listen to it outside? There’s no electricity in God’s free nature!”

Me: “As long as you have a plug nearby or a long enough cord, you’ll be fine.”

Customer: “But there are NO PLUGS IN GOD’S FREE NATURE!”

Me: “That’s why you’ll need the cord. It’ll be just fine.”

Customer: “So I can listen to it outside? Batteries?’

Me: “No batteries, only electricity.”

Customer: “But I’ll be out in GOD’S FREE NATURE!”

Me: “…and that’s gonna work just fine as long as you plug it in.”

Customer: “It’ll work? In God’s nature?”

Me: “It’ll work.”

(The customer came back the next week to return the radio, but she was a lot calmer, and was overjoyed when she got her money back.)

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Not So Smart In The Age Before Smartphones

| TN, USA | Crazy Requests, Popular, Technology

(My phone is on a two-year contract, and about three months before my upgrade is available, my phone starts to malfunction. Though my hopes aren’t high for fixing the phone or getting my upgrade early, I visit the local Phone Company store to figure out my options. While I’m there, I overhear a conversation between another customer and representative.)

Customer: “So you’re saying that your service is terrible? You won’t help me?”

Employee: “That’s not what I’m saying at all, sir. Your cell phone is so old that I’ve honestly never seen it before, so unfortunately, it’s going to have some problems getting service in some places. If you aren’t near any towers, sometimes the signal gets weaker–”

Customer: “It’s because your store is too far away from my house!”

Employee: “Uh. No, sir. It’s not a matter of distance from the [Phone Company] store. It’s the distance from a [Phone Company] tower. If you let me know where you’re having trouble getting service, I can call someone and have them visit the area to check the signal–”

Customer: “So you’re not going to help me?”

Employee: “I AM trying to help you, sir. The problem is that we have a lot of variables here. It’s possible the reason you’re not getting service in that area is because there’s no tower nearby, or it could be because your phone is old—”

Customer: “Fine! If you’re not going to help me, maybe I’ll just swap to [Competitor]!”

(The customer leaves, and while the representative tries to shrug it off, I approach him.)

Me: “That guy was a d***!”

Employee: *heartfelt* “THANK you!”

(The representative proceeded to call me his “new best friend” in front of the other employees. Thanks to some creative problem-solving on his part, I managed to walk out of the store with a nicer, newer phone than the one I had, without having to pay a penny! Just goes to show that a little empathy can go a long way.)

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Not Going To Workout

| MA, USA | Technology

(This takes place by the movie racks in Electronics.)

Customer: “Do you have any workout DVDs?”

Coworker: “They’re over in Sporting Goods.”

Customer: “Oh, that’s too far.”

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In The Queue In The Queue

| Portland, OR, USA | At The Checkout, Popular, Technology

(A customer is on the phone when he comes up to the cash register.)

Customer: “I’m really sorry, I know how rude it is that I’m on the phone, but I’ve been on hold for such a long time I don’t want to lose my place in the queue.”

Me: *surprised, since this is the first time anyone has apologized for being on the phone* “Oh, that’s totally fine! I actually really appreciate that you acknowledged that.”

(He only has a couple of items so I ring him up pretty quickly.)

Customer: “Thanks, have a great day!”

Me: “You, too, and may you not be on hold much longer!”

(He laughs and leaves the store. The next customer approaches my register.)

Customer #2: “I can’t believe he was on his phone! That’s so rude!”

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