Got His Harass Handed To Him

, , , , | Legal | December 6, 2018

(I’m a supervisor on a computer helpdesk. One of my tasks is to listen in on calls to check if agents are giving customers the required service. Listening in on a call, I overhear a customer being very rude to an agent. He’s calling her various foul names like slut and whore. She’s just trying to help him the best she can. The girl is nearly in tears, so I decide to teach this customer a lesson. I tell the agent to end the call because I’ll be taking over. This is how the conversation goes.)

Me: “This is [My Name]. I overheard the conversation you had with my agent and I decided that your support contract just ended. Any problem you have with your computer is no longer our concern.”

Customer: “You can’t do that. I have rights. I will sue you.”

Me: “Please do. We have recorded your call, and we will press charges for sexual harassment against you. Since you were so kind to provide us with your name and address, the police won’t have any difficulty finding you.”

Customer: “You don’t have the right to do this.”

Me: “You mean that we don’t have the right to report a sexual offender to the police?”

Customer: “I’ve got contacts. I’ll have you fired.”

Me: “Sure, but first you’ll have the police on your door.”

Customer: “You can’t do that to me.”

Me: “I can. And we will. Have a nice day, sir.”

(I contacted our legal counsellors and they told me to press charges. We did report him, and we handed over the recordings and the witness statement from the agent. He did get to do community service and had to pay a substantial sum to the agent. My employer didn’t have any problem with the way I handled the problem. He still uses this story as an example of how his company stands behind the employees. The agent got counselling and a few weeks off to recover. She’s still working for us.)

Instruction Dysfunction

, , , , , | Right | September 20, 2018

(Working in ICT, I have to handle tickets from teachers reporting problems with their computers. I receive a ticket mentioning a problem with the sound card. Since this problem can be solved by the end-user, I give the teacher instructions how to do so. A few days later I must be at the location, and I run into the teacher.)

Me: “Hi, [Teacher]. I hope your problem was solved.”

Teacher: “Actually, no. Could you fix it?”

(I go over to her computer and go through the few steps I instructed her with earlier. As a result, everything works again, like it should.)

Teacher: “Wow. Thanks. It’s just so inconvenient when things don’t work.”

Me: “I gave you these instructions in your ticket; didn’t you receive them? “

Teacher: “Oh. I saw your answer, but I just didn’t read all the instructions. I mean, why should I do this? You are the IT guy.”

(And that is why I don’t answer tickets anymore.)