Pressing All The Wrong Buttons, Part 3

| OK, USA | Uncategorized

(I work as a tech support agent for a cell phone company.)

Me: “Thank you for calling tech support! My name is Steven. May I please have the ten digit telephone number you’re calling about today?”

(The customer rattles off the number.)

Me: “Thank you! What can I do for you today?”

Customer: “You can fix my d*** phone, that’s what!”

Me: “I’m sorry to hear you’re having issues with your phone, sir. What exactly is going on?”

(The customer proceeds to explain the issue, with a good deal of vulgarity involved.)

Me: “Okay, sir, that’s actually a known issue with the phone. I can walk you through some steps to get it fixed.”

Customer: “Don’t give me that s***! Just turn the f***ing dial or whatever!”

Me: “Excuse me?”

Customer: “I know you have a dial or a knob or something to make my phone connect! Just f***ing push it!”

Me: “Okay, sir. Here’s what we need to do. Type in this code, exactly the way I tell you. When it comes back up, let me know. This will let me connect to your phone, and make sure it’s tied to the tower. Now, it might erase some of your data on the phone. It’s a new method we’re trying out.”

(I give him the steps to reset the phone, which is exactly what we’re supposed to do to fix the problem.)

Customer: “Finally!”

(He punches in the code. We wait for the phone to reboot. I’m quietly typing notes into the account.)

Customer: “It’s back up now.”

Me: “Great, sir! I’m going to push the button to reconnect you now!”

(I put the headset microphone close to my keyboard, and pound on a button. I make a nice, loud CLICK sound.)

Me: “Okay, try making a call to our test number.”

(I give him the test number. The customer dials the number and gets the automated response.)

Me: “Alright then, sir. Looks like you’re back up and running! Was there anything else?”

Customer: “No, that’s it. And don’t worry, I won’t tell anyone about the button.” *hangs up*

Related:
Pressing All The Wrong Buttons, Part 2
Pressing All The Wrong Buttons

Lowering The Toner

| West Midlands, UK | Uncategorized

Customer: “I want a printer that doesn’t take ink.”

Me: “You mean, like a laser printer that takes toner?”

Customer: “No, I want one that you don’t have to put ink in.”

Me: “As in, you never need to replace the cartridges?”

Customer: “Exactly.”

Me: “I’m sorry, sir. That’s not possible.”

Customer: “Why not?”

Me: “Conservation of mass?”

Registrations Require You To Bend Over Backwards

| Addison, IL, USA | Uncategorized

Me: “Thank you for calling tech support. How can I help you?”

Customer: “I am entering a software registration key. I do not know how to enter a backwards ‘E’.”

Me: “For a game?”

Customer: “Yes, for registering a game. It’s a product registration number on the manual. A backwards ‘E’.”

Me: “Are you sure it’s not a ‘3’?”

Don’t Shoot The Troubleshooter

| Tulsa, OK, USA | Uncategorized

Me: “Thank you for calling tech support. Can you verify the name on your account, please?”

Customer: “No, I can not. My box is not working, and I want a replacement sent to me tomorrow.”

Me: “If you need an equipment replacement, I can definitely have one sent to you. However, before I can do that, I will need to do a few troubleshooting steps with you.”

Customer: “My name is [name]! I have no picture, the box is on, and all I see is snow!”

Me: “A snowy picture usually means there is an issue with the cabling, but can also be simply the TV is on the wrong channel. Have you checked these out?”

Customer: “Do you think I’m stupid? The TV channel never changes, and the cables are still tight! Here, listen!”

(I hear a banging sound.)

Customer: “Get me a new box, now!”

(After asking a few more questions, I start the process to have a replacement sent. Out of curiosity, I ask what I was hearing
earlier.)

Customer: “I grabbed the cables behind the TV. They were all tight.”

Me: “Would you mind following the cable from the equipment to the TV, checking for frays? That could also cause the signal to not get through.”

Customer: “Fine! Whatever, but there is no problem.”

(The customer puts his phone down with a slam. I listen as he bangs around loudly, cussing the entire time about how stupid I am. After a few seconds, I hear the TV blare on, and the line disconnects.)

Presidential Security

| Appleton, WI, USA | Uncategorized

(We require members to authenticate their account before troubleshooting. If they don’t know their 4 digit pass-code, we have a security question.)

Me: “Well, sir, if you aren’t sure of your pass-code, I do have a security question. If you can answer that, we’ll be all set.”

Customer: “Okay, what is it?”

Me: “Who is your favorite actor?”

Customer: “Uh…well…Barack Obama?”

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