Taking It Down To The Wire, Part 2
I work in internal IT for a retail company. A coworker related this call to me one day from a user who was working from home.
Coworker: “Thank you for calling the service desk. How can I assist?”
User: “My Internet’s running really slowly on my computer.”
Coworker: “Okay, are any of the other devices in your house having the same issue or is it just your company computer?”
User: “Nothing is working! Why can’t this stupid thing work? You need to fix my Internet!”
Coworker: “Okay, let’s try rebooting your router and see what happens.”
User: “What’s that?”
Coworker: “The box where you get your Internet?”
User: “I don’t have one of those.”
Coworker: “How do you get Internet?”
User: “I use my neighbor’s Internet.”
Coworker: “Can you ask them if they’re having any interruptions?”
User: “They don’t know that I use it.”
Coworker: “…Um, sir, that’s… that’s stealing. I can’t do anything about that.”
User: “Just fix my Internet! It’s not that hard! Do whatever you have to do to make this work!”
Coworker: “Sir, we are not an ISP, and even if we were, I can’t make something work that you don’t own. You’ll either need to talk to your neighbor or call your local Internet provider and get your own setup.”
The user then apparently yelled about how it was such an easy fix and hung up.
Related:
Taking It Down To The Wire
Question of the Week
Tell us your story about a customer who couldn't understand the most simple concept.
