Divorcing Yourself From Your TV

, , , , , | Right | November 25, 2018

(I work for a large TV provider in their billing department.)

Customer: “All of my TVs are showing [common error code that comes up for a variety of reasons].”

Me: “Well, that’s definitely something I can help with. Can I get your phone number so I can bring up your account?”

(I verify account information and see the account status is disconnected.)

Me: “It seems your account is disconnected; give me a moment to read some of the notes and see if I can’t find out what’s going on.”

Customer: “That’s weird. I just paid the bill and everything.”

Me: “I don’t see a balance due, so we definitely received the payment.”

(I begin explaining as I’m reading the notes, which in hindsight is a terrible idea.)

Me: “It looks here like a woman called in earlier and requested the disconnect for… oh.”

Customer: “What?”

Me: “The note says she turned it off as part of a… divorce?”

(There is a long pause, where I can almost hear his heart breaking at the news.)

Customer: “W-what? I had no idea. That’s what it says?”

Me: “I’m so sorry. That’s what the previous rep said in their note.”

Customer: “She didn’t say anything. I can’t believe it. You sure that’s what it says?”

Me: “That’s all it says.” *awkward pause* “If you’d like, I can reactivate the account, or you can call back later. Whatever works for you; we are available 24/7.”

Customer: “Yeah, I’ll just call back later when I figure this out.”

Me: “I’m so sorry.”

Customer: “Don’t be. You didn’t know. Thanks for your help.”

(To the customer: prior notes on the account showed you were a pretty nice guy and treated my fellow reps well. I am truly sorry about how I ham-fistedly broke the news of the divorce, and I hope you found someone more worthy of your affections!)

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