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…

Let The Music Move You To The Correct Number

| Centennial, CO, USA | Extra Stupid, Popular, Technology

(I worked in the IT department at a small company as a system administrator. One day the receptionist calls and says a customer is calling in for tech support, which isn’t possible because we are a print and mail shop, and I only support employees. Intrigued, I have her put him through.)

Me: “[Company], this is [My Name].”

Customer: “Hi, I have a G-59x unit that I ordered from you all and I can’t get any music out of it. I connected it to the audio source but it’s not playing.”

Me: “I’m sorry, I think you must have a wrong number. This is [Company].”

Customer: “That’s right, [Similarly Named Company]! That’s who I bought it from.”

(I do a quick Google search to find that there’s a company whose name is almost, but not exactly, like ours. They make music systems for restaurants, stores, and on-hold music for phones.)

Me: “I found the company you’re looking for online. I have their number if it’ll help.”

Customer: “So you’re refusing to help me? It’s always the same. You call for support and they pass you around from one person to another, and nobody helps.”

Me: *sighing internally and drawing on my vast IT experience* “Have you tried turning it off and on again?”

Customer: “Oh, hey! It’s working now! Thanks!”

Totally Wired Right Now

| Orlando, FL, USA | Bizarre, Movies & TV, Popular, Technology

(I work for a cable company doing customer service, as well as tier one tech support. The bulk of my job is rebooting cable boxes and modems, or programming remotes. People tend to get frustrated when I ask them to do basic things like make sure their TV is on or there are batteries in the remote, but it is stories like this which justify the reason for asking such basic things.)

Me: “Thank you for calling [Cable Company]. How can I assist you today?”

Customer: “Yeah, I just picked up a new box at the local center, and I am getting the same error message I was on the last box.”

(There are a list of error codes that show on the front display of cable boxes where the time or channel usually is, so I expect it to be one of those.)

Me: “I’m sorry to hear that, but I definitely assist you with that today. Could you please read the code off to me?”

Customer: “Yeah, it’s C-I-S-C-O.”

Me: “Cisco…? Sir, is that on the box itself or the TV?”

Customer: “The TV. It’s been there forever.”

Me: “Okay, sir, well that is just the name of the brand of the box. It appears to be rebooting. It is perfectly normal to see that there. Now can you please tell me what it says on the front display of the box itself?”

Customer: “Oh, it says [error code]. It’s been stuck like this for a half hour.”

Me: “Well, it shouldn’t be taking that long, so let me look up what that code means.” *a few seconds pass as I verify it is an input error* “Okay, sir, could you do me a favor and let’s walk through your connections to make sure everything is secure on the back of the box.”

Customer: “Okay, give me a second.” *there’s some rustling as I assume he is checking all the wires* “F***. I guess I might help if I plug the cable into the wall, huh?”

Me: *chuckling* “Yeah, that does tend help with your cable TV experience.”

Customer: “See, this is the s*** that happens when you smoke too much.”

(I have to mute myself to laugh out loud.)

Customer: “Wait, these calls are recorded, right? I should not have said that.”

Me: *chuckling harder* “No worries. Nobody listens to these calls anyway.”

(I can only hope that was one of my randomly selected calls for review that month.)

Where’s A Real Live Robot When You Need One, Part 2

| Chicago, IL, USA | Bizarre, Technology

Me: “Good morning, my name is [My Name]. How may I help you?”

(Pause.)

Patient: *very slowly and clearly* “Um… request an appointment?”

Me: “Oh… I’m not a computer, ma’am.”

Patient: *shocked* “Oh! Goodness.”

Related:

Where’s A Real Live Robot When You Need One

Not-So-Smartphone, Part 15

| QLD, Australia | Extra Stupid, Popular, Technology

(I’m working at the front desk of a popular computer repair store that also repairs phones. It’s my first week working on front desk as I’m usually out the back fixing the computers. The owner and manager of the store is out here to supervise me. A man walks in wearing business casual and wanders around, looking at the display computers before coming to me.)

Me: “Hi, I’m [My Name]. How can I help you?”

Customer: “Hey, yeah. I was wondering if you guys did phones?”

Me: “We sure do. What type of phone is it and what’s wrong with it?”

(He hands me the latest in a particular phone line. it’s pretty obvious what happened as the screen has smashed and one of the corners is dented. I put it down on the desk.)

Me: “All right, we’ll get right onto that. May I have your name?”

Customer: *completely ignoring my question* “How long do you think it will take?”

Me: “Screen replacements usually take about an hour. May I have your name?”

Customer: “Okay, cool.”

(He picks his phone up off the desk and makes towards the door.)

Me: “Uh, sir…?”

(He doesn’t listen and keeps walking out, exiting the building.)

Me: *turning to the manager* “Uh, did he just…?”

Manager: “Yep. He’ll be back.”

(Around an hour later, he returned and demanded to know if his phone had been fixed yet. It, of course, wasn’t and he berated me for being stupid and lazy even though he took the phone with him. My manager, previously having gone back to his office, came out to defend me and banned the customer from the store after he made a scene and broke one of our display computers. My manager bought me lunch after that.)

Related:

Not-So-Smart Phone, Part 14

Not-So-Smart Phone, Part 13

Not-So-Smart Phone, Part 12

What A Capital Idea

TX, USA | Extra Stupid, Technology

Customer: “Can you reset my password for me?”

(We go through the process.)

Me: “Your new password is Password1.”

Customer: “All right. Is the 1 capitalized?”

Me: “…No. But if you figure out how to do that, let me know. I feel like I’ve been missing out.”

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