Chat Code Red!

| Working | July 19, 2017

(My sister and I are planning a trip to London to see the Harry Potter play. We’ve decided we need to have phones that work while we’re over there; we’re trying to get them unlocked so that they’ll work with an international SIM. The website for unlocking the phones isn’t working, so I open up the support chat.)

Customer Service Rep: “Hi! How can I help you today?”

Me: “Hi there! I’ve been having some trouble unlocking my phone.,I’ve been to the website and it doesn’t seem to be working. D’you reckon you could help me?”

Customer Service Rep: “Sure! So what problems are you having with unlocking the phone? Did you lock it accidentally and have you tried the top right and star keys?”

Me: “Oh! No, no, I mean I need help unlocking it from the network. Like, I want to use a SIM card not registered to [Phone Company].”

Customer Service Rep: “Oh! Well, you can unlock your phone from the network at [Website].”

Me: “Yep, that’s what I thought! But it didn’t end up working. I got [Error message] when I tried to unlock it online. That’s why I’m here!”

Customer Service Rep: “I hear that you want to unlock your phone. I’ll get you the link for the website!”

Me: “Hmm… I think we might be having some trouble communicating. Do you think you could put me through to someone else?”

Customer Service Rep: “I am sorry you do not think I understand. What I am hearing is that you need help unlocking your phone. This can be done at [Website].”

Me: “Thanks for your help. I’m ending this chat now.”

(I closed the window and reopened it. I got a different customer service rep and had my unlocking code within all of two minutes.)

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