It Should Be SIM-ple

, , | Right | August 21, 2018

(I work for a major phone company in the UK. I work in the service department, so I regularly have customers that are having problems with something.)

Me: “Hello, thank you for calling [Company]. You’re speaking to [My Name]. How can I help you today?”

Customer: “I’ve just got an upgrade, but my new SIM card doesn’t work! Why would you sell me a new contract that I can’t use?”

Me: “Okay, I’m very sorry to hear that, let’s get you through verification first then I’ll get this sorted for you.”

(We do security on every customer that calls. After passing the customer through security, I ask for the SIM serial number, which I can see is paired to the account, so the SIM should work. After doing some checks with the customer…)

Customer: “This is ridiculous! I’ve not even started to use the new SIM yet and I’m already having problems!”

Me: “You haven’t started to use the SIM yet?”

(I then note that the customer is calling from a landline.)

Customer: “No! I called you straight away because my phone has had no signal since I turned it on!”

Me: “Have you put your new SIM card in your phone yet?”

Customer: “No.”

Me: “Well, once you put the new SIM into your new phone, it will start to work.”

Customer: “Um… Right… Okay, thanks!” *hangs up*

(I think I sat dumbfounded for about five minutes! My colleagues and I had a good laugh about that for the rest of the day!)

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