You Shall Not Pass(word)

, | MB, Canada | Crazy Requests, Extra Stupid, Technology

Customer: “I’m not getting my emails on my phone.”

Me: “Okay, your email isn’t syncing because you haven’t typed your password in.”

Customer: “What’s my password?!”

Me: “I don’t know sir; it would be whatever you originally chose for a password.”

Customer: “Well, I don’t remember. Why don’t you know it?!”

Me: “That would negate the purpose of a password, sir. You don’t WANT me to know your password. Your email accounts have nothing to do with [Company].”

Customer: “AND YOU CALL YOURSELF CUSTOMER SERVICE?!” *storms out*

You’re Not In Kansas Anymore

, | San Antonio, TX, USA | Bigotry, Crazy Requests, Tourists/Travel

(I work as a supervisor taking calls. In my center, I have the highest authority on the phones. My name is common in Spain, Greece, and India.)

Coworker: “I don’t know what this customer wants. She requested a supervisor, got me, and said I wasn’t good enough to handle the problem.”

Me: “Okay, send her through.” *transfers* “Hello, ma’am. My name is [My Name]. I’m the supervisor on duty, and would like to know how I can help.”

Customer: “I want to talk to your supervisor.”

Me: “I apologize. I’m unable to transfer you to anyone else. I am the top tier of support. How may I help you?”

Customer: “I don’t want to talk to you. I want to talk to someone in the United States.”

Me: “We only have call centers in the continental US. I’m located in Texas, and am waiting to know how I can assist with what you were calling about.”

Customer: “Don’t lie to me. I am from India. You sound like me. You’re from India and the law says if I ask to speak with someone in the US that you have to transfer me.”

Me: “Ma’am, I have never heard of such a law. I’m physically unable to transfer you to anyone else, and have been patiently waiting to know how to assist you. Please let me help you with the reason you called, or I will have to end this call.”

Customer: “Transfer me to who I was speaking with before.”

Me: “Ma’am, as I said before, I can not transfer you anywhere else. Now, either tell me what I can do to help, or you can call back if you no longer wish to speak with me, as I can’t transfer you. Fair warning, though. We currently have a 30 minute hold time.”

Customer: “I would like to know what time I leave tomorrow.”

Me: “You depart at 0430, and land at 0625. What is your next request?”

Customer: “That was all.” *click*

(Exhausted with dealing with the caller, I look over to the only other person who has the same level of authority that I do.)

Colleague: “Aren’t you the one who everyone always confuses with the recorded message because you have such a generic sounding accent?”

Has Hang Ups Over Not Pressing Buttons

| Los Angeles, CA, USA | Extra Stupid, Technology

(I work at an IT department for a phone company handling calls from customers. This is the tail-end of a conversation my coworker has been having for over 30 minutes to help a self-proclaimed ‘Princeton-educated lawyer’ change the settings on her smartphone.)

Coworker: “All right, ma’am, please listen to me. Do not touch any buttons on your phone before I tell you to. Do not touch any buttons before I tell you too. Please don’t press any buttons before I tell you. Now what you will need to do is [gives first set of instructions].”

(The line immediately goes dead as the woman hung up. Three minutes later my coworker gets a flagged call saying someone is asking for him by name.)

Customer: “Why the h*** did you hang up on me?!”

Coworker: “Did you press any buttons?”

Customer: “Well, yeah. You told me to press [button that also hangs up].”

Coworker: “Pressing that button hangs up the phone, ma’am.”

Customer: “Well, why didn’t you say something?”