It’s What Grammy Would Have Wanted

| Bristol County, MA, USA | Right | October 22, 2013

(I work for a call center that handles hotel reservations. We get a lot of people who are worried about canceling and being hit with a penalty.)

Guest: “Hi, I’m calling to cancel my reservation for the Bahamas. My grandmother passed away, and my family wants us to be close for the funeral.”

Me: “I’m so sorry; I completely understand and I will definitely see what I can do to help.”

Guest: “Well… I don’t think I’m within the cancel deadline; can you waive the penalty considering the circumstance? It’s just a really bad time in my life right now, and I want to be close to the family in California. Do I really have to pay the few hundred dollar charge?”

(I check his reservation, and he’s well within the cancel policy.)

Me: “Sir, you’re not past the deadline. There was a charge taken, but you technically still have a couple days to cancel. There’s no penalty and the charged amount will be refunded.”

Guest: “Fantastic!! In that case, can I re-book for Aruba?”

Me: “…I’m sorry? For the same dates?”

Guest: “Yeah!”

(The guest pauses, and realizes he has outed himself.)

Guest: “…so I’m, you know, closer…”

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Pen-ding Emergency

| Canada | Right | October 20, 2013

(I work at a call center for an oil and gas company.)

Me: “Thank you for calling [Company] emergency line. Are you reporting an emergency?”

Caller: “Yes, very urgent.”

Me: “Alright, I’ll just need to gather some details in case we are disconnected. May I please have your first and last name?”

Caller: *angry* “You don’t need my name!”

Me: “Not a problem; may I please have your telephone number with area code?”

Caller: “No! You don’t need that either. Just f****** help me!”

Me: “Alright, ma’am, what is nature of the emergency?”

Caller: “My pen broke. I need a new one right now.”

Me: “I’m sorry, ma’am; this is an oil and gas emergency line. We’d be unable to assist with getting you a new pen.”

Caller: “No, f*** you! You gave me this pen last week and it broke already. How am I supposed to play with my cat now?”

Me: “I’m sorry; this is an emergency line. I can provide you the main office number where they may be able to locate you a new pen.”

Caller: “Are you serious? I can’t play with my cat and you don’t think this is an emergency?”

Me: “No, ma’am, this issue would not be considered an emergency.”

Caller: “Well f*** you then. I hope you’re happy; you’ve killed my cat!” *slams down the receiver*

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Socket To Him

, | IA, USA | Right | October 18, 2013

(I take calls from customers about billing and any cable troubleshooting.)

Me: “Thank you for calling [Cable Company]; how can I help you?”

Customer: “Your cable has blown up my TV! All I have is a black screen. The TV won’t even turn on. Your equipment is cheap, and you’re a bad cable company!”

Me: “Sir, let me see if I can help you.”

Customer: “I don’t think so; you are all stupid!”

Me: “I don’t see any outage reported in your area. Can you tell if your cable box has any lights on it?”

Customer: “Yes, it has a red and yellow one. But you have blown up my f****** TV! You’ll have to pay for it.”

Me: “Sir, can I have you pick up the remote and push the TV button, and then the power button?”

(Note: If the TV is just turned off, this will turn it on.)

Customer: “Nothing, I still have a black screen. This is a new TV. I spent good money on it!”

Me: “I understand, sir. Let’s start with simple things and work our way up so maybe we won’t have to send a tech out.”

Customer: “You’ll have to pay for my TV; that’s what you’ll do!”

Me: “Are there any kind of lights or buttons lit up on your TV?”

Customer: “No, you blew it up.”

Me: “Can I have you just check to make sure it is still plugged in?”

Customer: “I never unplugged it; of course it’s plugged in. But if it will make you happy…”

(He sets the phone down and I hear him swearing in the background and the TV come on.)

Customer: “Forget it. I’ll… fix it myself.” *click*

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Doing Irreparable Damage

| ON, Canada | Working | October 10, 2013

(My cell phone’s ear piece has stopped working. I take it to a kiosk for the company, where they proclaim it broken, and tell me the free way to exchange it. Later, I get a $100 warranty charge on my bill.)

Me: “Hi, I’m calling about the $100 charge on my bill? I was told there was no charge if I returned the phone.”

Representative: “Well, our records indicate that we never got the phone.”

Me: “Really? Because I used the packaging and shipping label you sent me, and shipped it back within the week.”

Representative: “Oh, wait, the warehouse did get it. But there was no damage, so we charged you.”

Me: “The ear piece was broken. I couldn’t use it as a phone! And a rep at one of your kiosks told me it was broken!”

Representative: “Oh, wait, there was damage. And that’s why we charged you.”

Me: “Wait, so the kiosk lied? I was told that as long as I returned the phone, there was no fee. They told me about the exchange, and that my phone was qualified for it. And if the exchange doesn’t work for phones with damage, and it doesn’t work for phones without damage, how do you qualify!?”

Representative: “…a $100 credit will be applied to your account.”

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Singing To A Different Scripted Tune

| UK | Right | October 10, 2013

(I ring up my phone network provider to get my mobile phone contract renegotiated. Thanks to regulations in the UK, call center staff are told they must repeat themselves over and over again so the consumer understands what they’re signing up to. I get a little bored after hearing the same script for the fifth time.)

Employee: “So, you understand that you’ll be getting 600 minutes—”

Me: “DAAAAHHH DAH DAH DAH DAH DAH DAH, DAAAAAH DAH DAH DAH DAH DAH DAH, DAAAAAHHHH DAH DAH DAH DAH DAH DAH!”

Employee: “1 gig of data—”

Me: “DAAAAH DAH DAH DAH DAH DAH DAH!”

Employee: “You have the right to—”

Me: “DUUUH DUUUUH DUUUH DUUUUH!”

Employee: “Contact us at any time if—”

Me: “Do you ever feel like you’re repeating yourself? I’m sure I’ve heard this 12 times already.”

Employee: “You have no idea.”

Me: “Okay, I’ll just keep singing then.”

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