Talladega Springs To Mind

, | USA | Right | April 23, 2012

Customer: “Do I have signal where I live?”

Me: “I would be happy to check for you. What is your city and state?”

Customer: “I live in Alamb-ma.”

Me: “What is the zip code where you live in Alabama?”

Customer: *gives me a zip code*

Me: “That zip code is a Georgia location. You wanted coverage for Alabama, correct?”

Customer: “Yes, but I don’t know the zip code, so I made one up.”

Me: “That’s fine. Let’s try searching by city name instead.”

Customer: “It begins with T-A-L-L…but…I don’t know the letters after that.”

Me: “Why don’t I just pull up the map for the entire state for you…”

The Notified And The (Not)ified, Part 2

, | Northwest England, UK | Right | April 18, 2012

(I work for a broadband provider that has a package for 10GB in usage. This is normally for those who use the internet very little. If you hit 7GB, we will send you an e-mail to let you know. If you go over the 10GB, we will e-mail you and advise you to move up in packages to avoid being charged for going over.)

Me: “Hello, you’re through to [name] at [ISP]. How can I help you?”

Customer: *angrily* “You’d better help! I’ve just seen one of my bills and it says you are charging me for going over my broadband usage.”

Me: “Okay, sir, sorry to hear about that. Let me just have a look into this…”

(I check his broadband usage and he has used about 70GB. He has an average usage of 60GB for the last 12 months.)

Me: “Okay, sir, I can see that there has been a lot of high usage for the last year. If you move to an unlimited pack, you wont be charged for going over this month.”

Customer: “The last year? I better not have been charged for that.”

Me: “I’m afraid you have been, sir. We have sent you many e-mails to let you know when you got near and went over the usage.”

(He has been sent so many e-mails, the first 20 are not even shown on the list.)

Customer: “Bull***t! I check my e-mails 10 times a day and not once have you ever e-mailed me!”

Me: “Sir, we have sent the e-mails to [e-mail address].”

Customer: “I don’t use that e-mail address anymore, so of course I didn’t get them!”

Me: “Did you ever update your e-mail with us so we can send them to the correct e-mail?”

Customer: “No, but you should have checked if I have opened them or not. You should have let me know that I was near my usage limit in the post!”

Me: “I’m sorry, but [ISP] wouldn’t know you have swapped your e-mail unless you inform us. In regard to letting you know by post, it takes 5 working days for a letter to be sent out, sir. In that time, you would have gone over the 10GB and still would have been charged. Also, you are on monthly paper billing, so we have actually informed you via post every month on your bill.”

Customer: *very angrily* “Well, I don’t open my bills! Just by chance, my wife opened this one and showed me these charges!”

Me: “I sorry, sir, but like your e-mails, we don’t know if you have been opening your mail or not. So, we have informed you via post and e-mail but you have not opened either. What else would you have us do?”

Customer: “Well! Have you ever thought about telling me over the phone?”

Me: “I am doing that now, sir—”

Customer: “Well, it ain’t good enough!” *hangs up*

Related:
The Notified And The (Not)ified

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That’s (Not) One Smart Cookie

, | Colorado Springs, CO, USA | Right | April 13, 2012

(I work at a university library and we sometimes get calls about our online databases not working. 90% of the time, it’s due to cookies not being enabled.)

Me: “[Library], this is [name], how can I help you?”

Patron: “Yeah, hi, I can’t get [database] to work.”

Me: “All right, do you know if you have cookies enabled?”

Patron: “I don’t know.”

Me: “Okay, ma’am, open the internet and click on—”

(I proceed to walk her through enabling cookies. After each step, I wait for the confirming “okay” from her.)

Me: “…and that’s it! Does the page work now?”

Patron: “No.”

Me: “Did you enable the cookies?”

Patron: “No, but I did close the internet! It should work when I open it again, right?”

Me: “No, ma’am. We need to apply a setting.”

(I proceed to explain the process a second time, this time asking if she completed the step after each one.)

Me: “Okay, try to open the page again. Does it work?”

Patron: “No.”

Me: “Did you allow the cookies?”

Patron: “No. I closed everything.”

Me: “Okay, ma’am, please click—”

Patron: “This is frustrating! It should work if I restart the internet. I need [database] for class. Why won’t it work?”

Me: “As I’ve already said, you need to enable cookies.”

(We go through this process a third time.)

Patron: “I can’t do this. I need to speak to someone else. I don’t want to talk to you anymore!”

Me: “All right, ma’am, the librarian is right here. I hope she can help. Have a nice day.”

(I happily give the phone over to my boss, who at this point is giving me the “I will kill you for making me talk to this person” glare.)

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Soap And Awe

| Oklahoma, USA | Right | April 10, 2012

(The customer was having trouble accessing his e-mail. I am walking through the steps.)

Me: “Now, if you could just type in the address bar—”

Caller: “Oh, you’ll have to give me a minute. I’ve only got one arm. I was in the war.”

Me: “Oh, it’s okay. Take your time. I actually had a cousin that just got back from Afghanistan. He had lost both of his legs. I couldn’t imagine.”

Caller: “Actually, I didn’t lose my arm in the war. I lost it in the shower.”

Me: *in shock*

Technical Take Backsies

, | SK, Canada | Right | April 8, 2012

(I’m a service coordinator for a cellphone provider and I receive a phone call from a customer wanting help setting up his email.)

Customer: “Okay, I’m into the email setup, but now, it’s asking for an email address and password. What email do I use?”

Me: “Whichever email you want coming to the phone.”

Customer: “I want my work email.”

Me: “Then, enter your work email address and password.”

Customer: “What is my password?”

Me: “I don’t know your password, sir. Only you should know that.”

Customer: “I don’t know it. Where can I get it?”

Me: “It will be the same password you enter when checking your email at work.”

Customer: “You mean [password]?”

Me: “Um, yes, enter that. For future reference, you shouldn’t give out your password to people.”

Customer: “Why?”

Me: “That is how your email is secured so that others cannot access it. Someone who knows it could log into your email and send false emails or delete your emails on you.”

Customer: “What? I don’t want that. Give it back!”

Me: “Give what back?”

Customer: “My password! I don’t want you logging into my email!”

Me: “I’m not sure what you’re asking, sir. You verbally spoke your password. I cannot give it back.”

Customer: “Well, this is just great. Now the whole world can access my email!”

Me: “I assure you, sir, that nothing will happen. We honor customer security and nobody will know your password.”

Customer: “But you know it.”

Me: “Yes, because you told me. However, I will not do anything with it. As I said, we honor customer security and all information is confidential. You have nothing to worry about.”

Customer: “Okay.”

Me: “Did you manage to finish the setup?”

Customer: “What setup?”

Me: “You were setting up your email, did it go through?”

Customer: “It’s still asking for a password.”

Me: “Enter the password you said before and click ‘OK’. You should get a prompt saying it was successfully setup.”

Customer: “You mean [password]?”

Me: “Yes, enter that.”

Customer: “Okay, it says it was successful.”

Me: “You should start getting email now. Is there anything else I can help you with?”

Customer: “So, can you keep my password in case I need it again?”

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