Don’t Shoot The Troubleshooter

| Tulsa, OK, USA | Right | June 8, 2011

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.)

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Presidential Security

| Appleton, WI, USA | Right | June 6, 2011

(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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Best To File This One Away

| TX, USA | Right | June 1, 2011

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!”

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Acting Flippantly, Part 3

| WI, USA | Right | May 30, 2011

(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.”

 

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About To Have A Power Struggle

| Seattle, WA, USA | Right | May 25, 2011

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.”

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