Unfiltered Story #93819

, , | Unfiltered | September 12, 2017

(My internet is running slow so I call the provider. It always takes you through automated troubleshooting first, so I sit patiently and do as the robot voice tells me.)

Robot: “What operating system is your computer running?”

Me: “Windows 10.”

Robot: “I’m sorry; I don’t recognize that. What operating system is your computer running?”

Me: “…uh, Windows 10.”

Robot: “I’m sorry, I don’t—”

(I get stuck there, as it just doesn’t seem to understand what I’m saying. Finally, I ask to speak to an agent.)

Agent: “How may I help you?”

Me: “My internet is slow and I tried using your automated trouble-shooter, but it got stuck when it asked for my operating system. Apparently it doesn’t like Windows 10.”

Agent: “…of course. Let’s get this sorted.”

(At the end of the call:)

Me: “I feel sorry for you guys; if the trouble-shooter isn’t updated, you must be getting a lot of calls like mine.”

Agent: “At least once a week, I hear from someone who says ‘The robot doesn’t know what Windows 10 is.'”

A Technically Grating Relationship

| FL, USA | Related | June 2, 2017

I work for a large ISP that provides subscription TV along with phone and Internet. I often take escalated calls from irate customers.

In this instance, I have been dealing with an older woman whose services are not functioning properly. She has called in multiple times and keeps asking for me. It gets to the point where she has even managed to obtain my personal number.

It was the day of the dispatch, and sure enough, she calls me again. “Why aren’t the techs here yet? I’m sick and tired of waiting!” I responded with “Please, just read a book. They’ll be there soon, Mom.”

An Expectation Disconnect

| Petach Tikva, Israel | Right | April 27, 2017

(At the ISP where I work, tech support is open 24/7 while other departments have “normal” working hours. This exchange happened at about 10 pm, after all the other departments have closed.)

Me: “[ISP]. This is [My Name] at your service.”

Customer: “My Internet isn’t working! Fix It!”

(The customer gives me the information to bring up his account.)

Me: “Sir, I see you haven’t paid us the past couple of months. That’s why your Internet has cut off. I’m afraid there’s nothing to be done except to speak to customer service tomorrow during their working hours.”

Customer: “And who exactly is going to pay for the twelve hours I’m disconnected until I can talk to them?!”

Switching It Back Around To You

| Germany | Right | April 20, 2017

(I work at a small IT service provider with mostly small businesses as customers. A certain customer has purchased a PC through us, including a 36 month on-site service contract by the manufacturer. That means if there is a problem the customer contacts us and we contact the manufacturer, who will then send a service technician to the customer within two days. A few days after the customer received the PC, he calls.)

Me: “[Company]. [My Name]. How can I help?”

Customer: “Hello, this is [Customer]. I got that new PC from you last week. It won’t turn on. It worked before I left for a schooling last week and now it’s broken. It’s still brand new!”

Me: “Oh, I’m very sorry to hear that. Did you try…”

(I walk him through a few steps he might try, including changing the wall outlet and stuff. He has already tried all that; no change.)

Me: “Okay, I’ll contact the manufacturer. They will call you back within the hour to schedule an appointment for the technician.”

Customer: “Can’t you come and check it?”

Me: “Sure. But it’s a one hour drive to get to you. The technician is free, as you purchased the service contract. I’ll do it, of course, if you need it today.”

Customer: “No, I can work on my laptop. I can wait that long.”

(So I contact the manufacturer. They say they’ll replace the mainboard which is their standard first step. An hour later the customer calls me to have me know that the technician is scheduled to visit in two days. Fast forward two days later, the phone rings.)

Me: “[Company]. [My Name]. How can I help?”

Customer: “This is [Customer]. Just to let you know… the computer works now.”

Me: “Ah. So it was indeed the mainboard?”

Customer: “No… he didn’t even need to open the computer.”

Me: “Then what was the problem?”

Customer: “My son decided to turn off the PC’s main power switch as a prank. It was very effective.”

Me: “Oh… I see… so now I get to write that into my report. That’s a first for me, too. Well, I’m glad it works now.”

Customer: “Yes. Also, I told him that since the very expensive technician had to come to fix the computer, we won’t be able to afford the Switch he wanted for his birthday.”

Me: “Ouch… isn’t that a bit harsh?”

Customer: “Don’t worry; he’ll get it. But I had to wait two days for my computer, so he can wait two days for his Switch.”

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Chewing Them Out About Being Chewed Out

| The Netherlands | Right | February 25, 2017

(It is around 2002. We just bought a gerbil and it is a fast one. She escapes many times. My dad is trying to access the Internet, but it won’t connect. He is mostly a patient man. He calls the provider and has quite an argument with the person on the phone.)

Dad: “I checked it all! It should be working; are you sure you have done it all?”

Customer Service Desk: “Yes, sir, everything at our end is working perfectly fine. Our system is showing is that your Internet should be working.”

Dad: “But it isn’t! Are you really sure? Aren’t you looking at our neighbours or something?!”

Customer Service Desk: “No, sir, it should be working.”

Dad: “Fine, I’ll call you back…”

(Agitated as he was, he started looking at every part of the connection until he found a cable chewed up. The gerbil managed to bite the Internet cable in half… Later he called the provider to apologise.)

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