Maintain This Holding Position

, , , , | Working | September 3, 2017

(I used to work in a call center, and I know that one tactic the lower-quality employees use is to put upset customers on an extended hold until they hang up, rather than allow it to go to their supervisors. I am at the end of a call that, while I have finally managed to get my original issue resolved, has created a secondary issue that requires me to speak to a supervisor. After I tell the customer service representative on the line that I want to speak to a supervisor, he puts me on hold for five minutes.)

Customer Service Rep: “Unfortunately, all of my supervisors are busy, and I don’t know when they will get around to helping you. And seeing as I did resolve your issue today…”

Me: “I used to work in a call center, and I understand a bit about how they work. Do they track your metrics?”

Customer Service Rep: “Excuse me?”

Me: “Your metrics… Do they track how long you are on calls with customers, and how long you have them on hold?”

Customer Service Rep: “Yes, ma’am…”

Me: “Okay, so, go ahead and put me on hold until you can get me a supervisor.”

Customer Service Rep: “All of my supervisors are busy at the moment, and I don’t know when one will be available, and since I did resolve your concern…”

Me: “Don’t worry about how long the wait will inconvenience me; I have all night…”

(I was put on hold for maybe a minute before I had a supervisor.)

Unfiltered Story #92605

, , | Unfiltered | September 3, 2017

At that time I worked for a company which sells computer specifically designed for old people and computer noobs (with a specific user interface very simple, with big buttons and all functionnalities color coded) and did a little lvl2 tech support for them in addition to developpement.
So we get calls from people who had never touch a computer before…

Caller: hello, a messaged appeared when I tried to print something and said that I need to change the cartridge of my printer.
Me: Yes sir, your cartridge must be empty. What is the brand and model of your printer?
Caller : its [brand name]
Me: Allright, and the model? It should be just after the brand on the front or on a white paper panel on the back.
Caller: I don’t find it…
Me: that’s no problem, what color is your printer? (I open a google picture search and look for all printers to find his model)
Caller: Black
Me: Ok, is the printer rather squared or rectangular?
Caller: I don’t know…
Me: is it wider than high?
(after a good 15 minutes of this kind of question, I actually find his model)
Me: Ok, so this model is pretty simple, you just have to go buy a black [Brand] [Model] cartridge, open the little lid in front of the printer (and another 10 minutes of discussion to explain him step by step how to do it) And that’s all
Caller: That’s too much of a hassle! I will just buy a new printer it will be easier!
Me: (after loosing more than 30mn with him for nothing) You could do that sir, but it will cost you much more than just replacing the cartridge!
Caller: It’s not worth the hassle, I don’t want to loose my time! bye!

Thanks for making me loose my time sir…

Unfiltered Story #92603

, , | Unfiltered | September 2, 2017

At that time I worked for a company which sells computer specifically designed for old people and computer noobs (with a specific user interface very simple, with big buttons and all functionnalities color coded) and did a little lvl2 tech support for them in addition to developpement.
So we get calls from people who had never touch a computer before…

Caller: Hello, I have a problem with my printer. I put a color picture and it came out in black and wite
Me: Ok sir, you must have clicked on the wrong button, click on the green tab to go to the printer page. Then you click on the “do a color copy” button and not the other one labelled “black and white copy”. It should print you a copy of your picture in color as you wanted to.
Caller: No, you don’t understand, my picture is black and white now.
Me: What do you mean? the printer printed a black and white copy of your picture, that’s right?
Caller: No, the picture I put in the printer is black and white!
Me: So… You put a black and white picture and want to copy it in color???
Caller: No! you don’t understand! I put a colored picture in the printer and that picture is now black and white! I want it colored like before! You ruined my picture!
Me: You are telling me that you put a colored picture in your printer and that your original picture has changed to black and white?
Caller: At least! You youngster don’t understand a simple thing! That’s what I’m saying from the begining!
Me: Sir, this is impossible…
Caller: I assure you that my picture is now black and white! you f***ed up an old family picture, that’s innaceptable!
Me: Sir, could you please open the lid of the printer in order to see the glass panel that is in there.
Caller: Oh, there is my picture
Me: Is it still in color
Caller: Humm… Yes… Bye *Click*

Aggression Issues

, | | Right | August 31, 2017

Throwback ThursdaysTHROWBACK THURSDAY! Check out this awesome story that you may have missed! What’s a crazy technical support experience you’ve had? Let us know in the comments!

Me, checking a customer’s network connection: “…so you double-click with the left button of your mouse on the Local Area Connection icon.”

Customer: “What? Double-kick?”

Me: “No, double-click; I mean you click twice, consecutively with the left button of your mouse on the Local Area Connection icon.”

Customer: “Double-kick?”

Me: “Yes, double-kick your monitor.”

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Should Try Turning Their Brain On And Off Again

, , , | Right | August 30, 2017

(I work in a major university’s IT department in campus support at the front desk. We fix computers that are brought in to us for no charge to anyone with a university e-mail address, including students and staff. Student workers and interns assigned to the front desk are tasked with assessing each customer’s issue, determining the most efficient way of resolving the situation, and generating appropriate documentation. An older lady enters the office and asks for help at the front desk.)

Customer: “I’m not a student here and I don’t have an account with you, but I need help with my computer.”

Me: *taken aback* “Oh, uh, what seems to be the issue?”

Customer: “On my desktop at home, I can’t send emails without routing them through Russia. I was just wondering if one of your technicians could delete Russia off of my computer.”

Me: “We can’t really offer support for machines or people not affiliated with the university, and we can’t fix a computer that’s not here…”

Customer: “Oh, of course.”

(The customer turned and asked the adjacent electronic sales representative, there to sell laptops to students, about the discounts the storefront offers, despite still not having a university account. The sales representative performed his full spiel about the benefits of purchasing through the storefront or the university’s online store. After a few minutes of this, the customer excused herself, saying she would think about it. After she left, I explain to the representative what happened.)

Representative: *sheepish* “I really hope she doesn’t come back.”

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