Best To File This One Away

| TX, USA | Top

Caller: “I am a year behind on the current week. How do I close the week?”

Me: “I can help you with that. You go to ‘File’, then ‘Close current week’.”

Caller: “I don’t have ‘File’.”

Me: “Hmm…then you must not have access to this function. Can you log in as the supervisor?”

Caller: “I am logged in as the supervisor.”

Me: “You’re sure you don’t have ‘File’? It should be listed at the top right.”

Caller: “Let me tell you what have. I have ‘File’, ‘View’, ‘Employee’, ‘Period’-”

Me: “That’s it there. Please choose ‘File’.”

Caller: “I don’t have ‘File’.”

Me: “But, you just said you had ‘File’.”

Caller: “No, it’s not there.”

Me: “Please call out what you have again at the top.”

Caller: “I have ‘File’, ‘View’, ‘Emplo’-”

Me: “That’s it. You have ‘File’. Please choose ‘File’ from the top left.”

Caller: *frustrated* “But, I don’t have ‘File’! I already told you!”

Me: *clears throat* “Please read out what you have again. Very…slowly.”

Caller: “Okay. I have ‘File’, Vi-”

Me: “Stop there, please. What was that?”

Caller: “I have Fi-”

Me: “You have ‘File’?”

Caller: “I have ‘File’.”

(I pause, hoping this allows the caller to get it.)

Caller: “Oh, you mean THIS ‘File’!”

Me: *cheerily* “Yes!”

Caller: “I click on this one?”

Me: “Yes, please.”

Caller: “Oh, that’s the one! Thank you so much!”

Acting Flippantly, Part 3

| WI, USA | Uncategorized

(A customer is calling in with internet problems.)

Me: “Let me reset some of your equipment. It works best if your modem is off. Can you flip off the power switch for me?”

Customer: “Is something supposed to change when I do that?”

Me: “The LED’s on the front of the modem should go dark.”

Customer: “They’re still on. I’ve been giving it the middle finger for 30 seconds now, and the lights are still on.”

Related:
Acting Flippantly, Part 2
Acting Flippantly

About To Have A Power Struggle

| Seattle, WA, USA | Uncategorized

Me: “Hello, sir. You’ve reached [company]’s technical support.”

Customer: “Hello! My computer seems to be having some issues. I used your software just the other day and suddenly, ah…wait a minute.”

(There is a significant pause.)

Customer: “How do you make it go?”

Me: “The software? Well, you can look for the icon on your desktop, or you can use the search-”

Customer: “No, no! The box! The, the uh, computer!”

Me: “Uh…press the power button?”

(A considerable pause follows.)

Customer: “Liar.”

Not Getting With The Program

| CA, USA | Uncategorized

Me: “Good afternoon, [Software Company] Tech Support. How can I help you?”

Customer: “I have a complaint about your software. My employees keep exiting the files without saving. I need you to fix that problem with your software.”

Me: “Sir, when you pick to exit the application, it asks you if you are sure you want to exit without saving.”

Customer: “I know. I think they are just hitting enter at the question.”

Me: “Sir, the default is no.”

Customer: “Well, they must be answering yes.”

Me: “I’m not sure how we can change the software to make it easier for your employees to understand.”

Customer: “Can you add a second box after the first box, asking if they are really sure they want to lose what they just entered?”

Me: “I can put that request in, sir. But I doubt that development will change the software.”

Customer: “Why not?! It’s a bug in your software! I want it fixed!”

Flip It, Crush It, Then Reverse It

| Boise, ID, USA | Uncategorized

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

Customer: “I need to return this phone. I don’t use it.”

Me: “Okay. I see you are still under your buyer’s remorse period and–”

Customer: “Yes, take it back.”

Me: “So, you have the original packaging and the receipt?”

Customer: *proudly* “Yes!”

Me: “Great, and is there any damage to the phone?”

Customer: “I ran over it with my car.”

Me: “Well, then. Unfortunately, ma’am, we can’t take it back.”

Customer: *irate* “But it’s still within the first 30 days!”

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