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…

Email Fail, Part 10

| Pasadena, MD, USA | Extra Stupid, Technology

(My company just opened up a rewards program for customers. You earn coupons immediately when you make a qualifying purchase. i.e. when you spend $30+ you earn a $5 coupon off a purchase of $10+; when you spend $100+ you earn a $20 off a purchase of $40+. The downside is we only email/text them to you; we do not send coupons to your house or issue rewards cards.)

Me: “I see your total comes to over $30. Would you like to sign up for our rewards program? You’d earn a $5 coupon right now.”

Customer: “I’m already signed up.” *tries to hand me a competitor’s rewards card*

Me: “I’m sorry, that’s not for my store. We don’t issue cards, but if you just give me a phone number and email I can sign you up for free right now.”

Customer: “I’m not giving you my email.”

Me: “Okay, just know you can sign up any time on our website.”

Customer: “I want to sign up now.”

Me: “Okay, I just need a phone number and email.”

Customer: “I don’t give out my phone and email.”

Me: “Then how am I to sign you up?”

Customer: “Just give me the coupons.”

Me: “How? They need to be emailed to you.”

Customer: “No, you can just hand me some.”

Me: “No, that’s not how it works.” *explains how to earn coupons*

Customer: “Well, I’m NOT giving you my email. So, what are you going to do about this?!”

Me: “Tell you to have a nice day, dear.”

Customer: “What about my coupons?!”

Me: “I’ll email them to you.”

Customer: *suddenly happy* “Oh, okay! I can’t wait to get them.” *leaves without ever giving me their email address*

Me: “I’m going to go take a break.”

Related:
Email Fail, Part 9
Email Fail, Part 8
Email Fail, Part 7

Unable To Provide Console-ing Advice

| Kent, England, UK | Crazy Requests, Technology

(I work as a sales assistant for a popular video game retailer, and part of what we do as a company is trade in old consoles and games for cash or credit. In order for us to trade them in, they need to be in a sellable condition with all parts present.)

Customer: “Hi, we’re looking to trade in our [Console #1].”

Me: “Sure thing, I’ll just get everything out to test it.”

(Upon taking the console out of the bag it was presented to me in, I untangle the cables to find out that they’re missing an AV cable.)

Me: “Do you have an AV cable or HDMI cable with you as well?”

Customer: “No? Why would I need that?”

Me: “Well, in order to proceed with the transaction I need to test the console, which I can’t do without an AV or HDMI cable.”

Customer: “That’s ridiculous. Why can’t you just use one of your cables? You must have hundreds.”

Me: “We can’t use other cables because we also need to sell the console with a connecting cable for the TV. Every console is sold with an AV cable, so we need to trade every console in with one.”

Customer: “But I had to buy a HDMI cable separately when I bought the console!”

Me: “Yes, but the AV cable should have come with it. You can either find it at home or buy one from us and take the value off your trade-in.”

Customer: “That’s absolutely disgraceful! Just take the console without the damn AV cable.”

Customer’s Wife: “I had the exact same problem when I came to trade in [Child]’s [Console #2]! This is not acceptable.”

Me: “A [Console #2] is different as it is a handheld console. Every non-handheld console is sold with a connecting cable to connect it to a TV. You can buy one today or I cannot trade in your console.”

Customer: “In that case I’ll take my business elsewhere!”

(The couple stormed out with their console and headed to a rival store. About 30 minutes later I saw them walk past our store, Console #1 and all.)

Email Fail, Part 9

| Canada | Crazy Requests, Extra Stupid, Technology

Me: “Hello! You’ve reached [Company]. How can I help you today!”

Customer: “This is an outrage! I received your coupon email, but it won’t work on your site!”

Me: “Okay, could I please have the coupon code to check it?”

Customer: “Which coupon code? I have nothing like that!”

Me: “Oh, I thought you said you had received an email. Wasn’t there a coupon code there?”

Customer: “You mean I have to READ the email?!”

Related:
Email Fail, Part 8
Email Fail, Part 7
Email Fail, Part 6

Refunder Blunder, Part 25

| Canada | At The Checkout, Crazy Requests, Technology

Customer: “I bought this flash drive a few months ago and it doesn’t work in my computer!”

(The customer had the receipt and the packaging for it still, so I decided to give her store credit.)

Me: “Okay, I can return it for you, but since it’s over our return policy, I can only give you store credit.”

Customer: “That’s fine; I’m going to get a new one anyway.”

Me: “Okay, great.”

(I start the return on the defective flash drive and then go to put it in its respective cupboard.)

Customer: “What are you doing?”

Me: “Um, I’m putting it in the defective items cupboard.”

Customer: “No, I’ll need that back.”

Me: “But I’m giving you store credit for it.”

Customer: “Yes and I’m going to buy a new flash drive with it, but I need that back.”

Me: “I can’t give you money for it if you’re keeping it.”

Customer: “But it doesn’t work!”

Me: “Then why do you want it?”

Customer: “Because it works on my work computer!”

Me: “Oh… that’s strange.”

Customer: “Well, I can’t let you take it.”

Me: “Then I can’t give you store credit for it.”

Related:
Refunder Blunder, Part 24
Refunder Blunder, Part 23
Refunder Blunder, Part 22

This Is Beeping Bad Service

| PA, USA | Crazy Requests, Technology

(I work for a popular clothing retail company. Our register area has sensors on them that beep constantly when an item is near it that still has a security tag attached. While annoying, it pales in comparison to the non-stop comments from other customers.)

Customer: “What is that sound?”

Coworker: *explains what the beeping is*

Customer: *suddenly upset* “That’s so insensitive to the customer! We shouldn’t have to listen to that! It’s horrible customer service!”

Me: “Actually, ma’am, the beeping keeps us from forgetting to take any sensors off. I know it can be annoying, but it’s so we can provide the best customer service for you.”

Customer: “No, it’s bad customer service! I demand you turn it off now!”

Coworker: “I’m sorry. We can’t do that. There’s no switch to turn it off.”

Customer: “Then break it!”

(We refused to do that as well. The customer paid and walked out in a huff, promising to never shop with us again. I sure hope she’s a woman of her word.)

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