Not Worth The Paper It’s Printed On

(A customer has called in about his cable tv bill. Several discounts have expired on his previous statement so I have added some recurring discounts back on and begin to review with him:)

Me: “Okay, I’ve got those two $5 discounts renewed and also added another one for $5, and all of those are good for an entire year. I see that your billed amount was for $95 but you can go ahead and just send us the $80. The computer will know it’s received the correct amount.”

Customer: “I’m looking at my statement and it didn’t change.”

Me: “Oh, are you looking at your online statement? Press the F5 button to refresh the page and amount will change.”

Customer: “I don’t have a computer. My billing statement –” *I hear a flapping noise as a piece of paper is shaken towards the phone* “– DID NOT CHANGE.”

Me: “…You’re asking why the piece of paper you’re holding in your hand, a physical piece of paper that was mailed to you, didn’t change when I made adjustments to your account just now?”

Customer: “Yes! It still says $95!”