Helping The Disabled

, , , , , , | Right | September 7, 2019

(I work at a call center doing tech support for a big company.)

Me: “Thank you for calling [Company] support. My name is [My Name]. How may I help you today?”

Customer: “Yeah… my phone’s locked.”

Me: “I’d be more than happy to assist you with that. Now, when you say, ‘locked,’ what do you mean?”

Customer: “It’s just locked.”

Me: “There are different kinds of locks that can happen on your phone and each lock has a different way to fix it. What does the screen say?”

Customer: “It’s locked. What don’t you get?”

Me: *still trying to maintain my customer service voice* “Sir, what does the screen say?”

Customer: “It says it’s disabled.”

Me: “Okay! And is there a timer, or does it just say its disabled?”

Customer: “It just says it’s disabled and to connect to [Company Media Player].”

(I explain to the customer how he ended up in the predicament.)

Me: “It seems the only way to get your phone working again is to connect to [Company Media Player] and restore the phone to factory settings.”

Customer: “What?! Are you f****** kidding me? Don’t you all have some button you can push to fix this?”

Me: “I’m sorry, sir. We don’t have that ability. The only way to fix it is as I described.”

Customer: “But won’t I lose everything if I set it back to default?”

Me: “Do you know if your phone has been backing up to the cloud wirelessly?”

Customer: “That thing where the government and random people can see all my s***? H*** no!”

Me: “Then, yes, there is a very real possibility of data loss here.”

Customer: “F*** you. I’m just going to get a new phone and have them import everything over.”

Me: “That’s always an option if that’s what you want to do, but I do advise that you won’t be able to transport your data over because your device is disabled.”

(We went back and forth like this for a few minutes more before the customer became belligerent and I warned him twice before disconnecting the call. I logged everything that happened in the case notes and advised if the customer calls back to get him to a supervisor. I checked back on the case before the end of my shift and the customer did indeed call back. The advisor who got him next wrote in their notes that he was calling to get a refund on a phone he bought because he wasn’t able to transfer over data and his carrier said they couldn’t help. They also noted that when they tried to get him to a supervisor for assistance he became very angry and disconnected the call himself.)

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Making A Bold Claim

, , , | Right | September 6, 2019

(Like most UK car insurance companies, we set our policies to automatically renew if we don’t hear from the customer, so they’re not accidentally breaking the law if they don’t receive the renewal or something goes wrong.)

Customer: “Why did my policy automatically renew? You never told me it would do this. When I saw the price on your letter I went somewhere else.”

Me: “We did include that information on the letter, ma’am.”

Customer: “It doesn’t say it anywhere on the letter. I read through it carefully.”

Me: *reading from the letter* “Paragraph one, line three; it’s in bold.”

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Unfiltered Story #161918

, , | Unfiltered | September 4, 2019

(I used to work in a call center that, among other things, dealt with various types of insurance. We received many weird and random calls, but this one honestly made me think I was being punked. I was sure no one could be that stupid. I was wrong.)

Me: (company name), (my name) speaking, how can I help?

Customer: Yeah . . . Hi . . . I was just reading this insurance brochure you sent out, and it says to call [claims line number that is different to ours] if I want to make a claim.

Me: Yes, that is correct.

Customer: So . . . I want to make a claim. Do I call that number, or can I just speak to you about it?

Me: *unable to speak*

Unfiltered Story #161900

, , , | Unfiltered | September 3, 2019

I work in the Online Sales Dept at a place that sells customizable promotional products such as foam-based can kuuzies, Igloo brand coolers, etc. Part of my job is to answer customer’s questions over the phone. One day, I get this gem:

Me: Hi, this is [Name]. How may I help you?
Customer: Hi! I was browsing your website and I saw your “customizable digital can kuuzies.” I was just wondering: are the kuuzies real? Like, can I actually use it and put a drink in it?
[I hesitate for a second, wondering if it’s a prank, but the customer seems sincere.]
Me: Uhh, yes, ma’am. The kuuzies are real and you can put them on your drink.
Customer: Oh, good! Thanks! [click]

Unfiltered Story #161872

, , , | Unfiltered | August 31, 2019

(I work in a call center for the Philadelphia Orchestra. One of the upcoming concerts we have has Yo-Yo Ma as a featured soloist. One day we receive an email in our inbox with the following question, this is unedited from the way we received it.

Patron: “Do you Yo Yo Ma? When? Yo Yo Ma and cheese steaks. There’s a deal for this, yes? I want to see Yo Yo Ma and have cheese steaks with him during the meet and greet. “