The Computer Has A Lot Of Bugs

| Right | February 4, 2016

(We take calls from people who’ve purchased protection plans..)

Me: “Thank you for calling [Team]! My name is [My Name]. How can I help you today?”

Caller: “Yeah, uh, I got a message from y’all’s service center that said they can’t repair my [Console].”

Me: “Oh, gosh, sorry about that. Mind if I put you on hold for a quick minute or two? I’ll see what notes they’ve left on that.”

(I put the caller on hold and when I check his file, the service center first told us that it was “unsanitary” to repair. When I keep reading, I find out that the center refused to service the Console because of a cockroach infestation. I took an extra 30 seconds to compose myself and try to find a way to gently break this to the customer.)

Me: “Hi! Thanks for holding; sorry for the wait. Um, there’s no easy way to say this but, uh… the service center denied repairs because it was unsanitary.”

Customer: “What? What does that mean?”

Me: “They said that there was a… cockroach… infestation.”

(The customer stays silent for a little while. It’s important to note that the customer originally filed a claim because the Consoleq was overheating.)

Customer: “Well, uh… what, what if I cleaned it out? Can I send it back in then?”

Me: “Well, I’m not entirely sure we’d be able to accept that, but you can certainly try! Maybe that’ll even solve your heating issue.”

(Customer thanked me and hung up. A few weeks later, one of my coworkers got a call from the same guy. They had to forward the call to our supervisor, who then proceeded to tell him that unless he could send us a copy of the invoice from when the Console was professionally cleaned, we would continue to refuse service on his infested Console!)

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