Reboot The Brand While You’re At It
(I’m a tech support representative for an online retailer that also has their own brand of Wi-Fi-enabled technology. One night, I get a call from a customer who is having trouble connecting his device to his home Wi-Fi network. I start walking him through the troubleshooting steps. Eventually, we reach the part where he is supposed to reboot his network.)
Me: “Go ahead and unplug your modem and router, wait fifteen seconds, and plug them back in.”
(The line disconnects. After a few seconds, I realize he must have had a VoIP [Voice over Internet Protocol] line. I wait a minute or two to give his system a chance to reboot, then call him back.)
Me: “I’m so sorry about that; I didn’t realize you were using a VoIP line. Let’s move on with troubleshooting.”
Customer: *very angry* “I don’t understand why you didn’t know that! You should have known! Your system should tell you that!”
Me: *confused, as I definitely have no way of knowing what type of phone they’re calling me on* “Sir, I am very sorry; I have no way of knowing what type of line you’re using.”
Customer: “I don’t understand! You are [Major Internet Company], are you not?”
Me: “Um… No?”
(Needless to say, I double-check what type of line the customer is using before we reboot their network now.)
Question of the Week
Tell us your story about a customer who couldn't understand the most simple concept.