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Their Training Doesn’t Account For Intelligent Callers

, , , , , | Working | August 12, 2022

My grandparents have been having trouble with a few TV channels going out for a few weeks. They think that their old cable box is going bad since it is several years old. The cable company exchanges it for a new one and they ask me to install it for them.

I get everything set up, but it’s not working, so I call tech support. I hate wasting time, so as soon as the tech asks what’s wrong, I like to be very specific about what’s going on.

Me: “Hello. I’m trying to install a new cable box, but it’s not working properly. I have followed the installation instructions, and it turns on and seems to be working until it attempts to download the channels, which is supposed to take five minutes, but after about ten minutes of it saying, ‘Preparing to load channels,’ the system stops and says, ‘Unable to connect, [error code] in the TV.’ I have checked the connections and read the troubleshooting section of the installation book, but there is nothing on that specific error message. I’ve shut off and restarted the machine three times with the same result. If you could tell me what [error code] means and how to fix it, I would appreciate it.”

Tech: “Sure, ma’am. Please take the remote and do me a favor and press the input button to be sure you have your TV set to the correct input. In order for it to work, you need the TV set in the correct input. So, let’s go through them and see if we can find the channels, okay?”

Me: “Excuse me? Did you even listen to a word I said? Since I already told you that I am getting messages and cues from the cable box, it’s pretty safe to assume that I have the TV on the correct input. I do not appreciate being spoken to like an idiot just because you are too bored to listen to what I said. Now, we are going to skip the part of the conversation where you are rude and ignore what I’m saying because you automatically assume everyone that calls is stupid, and we’ll jump to the part where you look up what [error code] means and how to fix it. Got it? Thanks.”

Tech: “One moment.”

I’m placed on hold for approximately forty-five seconds.

Tech: “I did look up [error code]. It means there is an outage in your area, which is preventing the channels from downloading. We are already working on fixing it and estimate that service will be restored in two hours. At that time, the box should automatically download the channels and start working.”

Me: “Thank you. Isn’t it so much faster when you listen to the information that you’re given? I suggest you do so more often.”

Tech: “Is there anything else I can assist you with today?”

Me: “No, thank you.”

Tech: “Would you be willing to stay on the line for a quick survey about your experience today?”

Me: “I don’t think you want me to do that, but sure.”

I understand that tech support gets a lot of idiotic calls, but if I take the time to walk you through everything going on, don’t act like I’m one of them.

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