The Site Of A Grave Error

(I work for a university tech support. I only troubleshoot things involved with our site. I get calls all the time about people complaining that their Internet is not working. This customer in particular is very stubborn about me fixing their Internet. She tells me that she can’t get our website to load up, and that she gets a ‘page cannot be found’ error.)

Me: “Okay, ma’am I’d be glad to help. Can you try going to Google for me.”

Customer: “Okay… I get the same error.”

Me: “Okay, that means your Internet has gone down on your computer or from your Internet service provider.”

Customer: “But the Internet on my phone works just fine! I just need your site to load up for me, so fix it!”

Me: “Well, ma’am, I can’t fix your computer for you because that goes outside our scope of support. You will need to contact either your computer manufacturer, who can then tell you what option to look for to get your Internet back up, or call your ISP who can do the same thing.”

Customer: “But it is just your site I need; why can’t you fix your own site? Every time I call you guys you send me somewhere else and never do your jobs!”

Me: “Ma’am, my job is to troubleshoot our site when something is not working properly. Even though our site is not working on your end, every other site that you go to is also not working. Are you going to call every website you are trying to get to and have them tell you the same thing I am?”

Customer: “If I need their site working I will call them. Now, fix this.”

Me: “As I have told you, I can’t fix this. What you are asking is essentially like going to Wal-Mart and complaining that the electricity at K-mart is out. They are not going to be able to do anything to get that fixed. If you don’t have any other questions I am going to disconnect this call.”

Customer: “Get me your manager!”

Me: “I’d be happy to if there was one available. They are in meetings. Besides, they will say the same thing I’m telling you and you will have your day wasted to hear the same thing again. Call your ISP or computer manufacturer and I promise you will get this fixed.” *click*