Internot Getting It, Part 4
A customer has called and gone through security. The beginning of our conversation has indicated that this customer believes you pay for internet as you pay for water or electricity, i.e. by consumption (I know, that was the case back in dial-up days but this is 2024). With that incorrect assumption still firmly in place, he then starts complaining about still paying for internet at his home.
Customer: “Why are you still charging me for internet?! I have an iPad now!”
Me: “Sorry, sir, I don’t understand. What does having an iPad have to do with us charging you for internet?”
Customer: “When I got the iPad I asked the guy how do I download the internet? He showed me the internet app and then I downloaded it on the iPad. I don’t need it anymore.”
Me: “Sir, he showed you how to access the internet on your iPad. You didn’t download it.”
Customer: “Yes I did! I downloaded the internet onto my iPad so now I don’t need you anymore. Cancel my account.”
Me: “Sir, I cannot stress this enough, the reason you can look at the internet on your iPad is because you have internet service with us. If you close your account with us you will lose access to the internet on your iPad.”
Customer: “I’m telling you I downloaded it! I don’t need you anymore!”
Me: “Sir, if you would humor me for a moment. Do you know where your modem is? The box we installed for you to access internet in your home?”
Customer: “I know what a modem is! I’m not stupid!”
Me: “Can you disconnect it from the power outlet for me?”
Customer: “If this means you stop charging me for the internet coming through it, then yes, I will!”
Slight pause as he pulls out the power cord.
Me: “How does the iPad look?”
Customer: “Wait… what did you do with my internet? Put it back!”
He remains a customer with us to this day…
Related:
Internot Getting It, Part 3
Internot Getting It, Part 2
Internot Getting It
