Wireless, Clueless, And Hopeless, Part 14

(I work in computer technical support for an international electronics company. I am a soft spoken female technician with a ‘young’ sounding voice. As a result, I tend to have a hard time being taken seriously by certain customers.)

Me: “Thank you for calling [company]; my name is [name]. How may I help you today?”

Customer: “Oh, I didn’t need customer service; I need technical support.”

Me: “Yes sir, you’ve reached technical support. What product is it that I can help you with today?”

Customer: “No, you don’t understand. I need a tech to help me with this issue. I’m sure you think you know what you’re doing, but if you’d like to put me on hold and transfer me to a male tech, I’d be happy to hold.”

Me: “Unfortunately, I’m not allowed to transfer you back into our waiting queue. I assure you, sir, I’ll be able to help you with your issue if you can give me some information. If you’d prefer to speak with a male tech, you can disconnect the call and try again.”

Customer: “No, no I don’t want to do that. Alright, fine, can you help me connect my printer to my wireless connection then?”

Me: “Of course, I’d be happy to assist you with that today. Can you give me the model code on your printer so I can look that model up?”

Customer: *gives model number*

Me: “Does that model code have any letters at the end of it? Perhaps an ‘N’ or a ‘W’?”

Customer: “Ma’am, I assure you; I know how to read a model code. There are no letters at the end of the code on this printer.”

Me: “Alright, sir, I think I see the issue. It appears that this isn’t a wireless or networkable model. Our printer models designate network models with an ‘N’ at the end of the model code, and wireless models with a ‘W’. I can help you connect it to your computer through USB, but this model will not be able to be connected wirelessly or through a network.”

Customer: ”Look, I’m not stupid! I know this is a wireless printer, and I want to connect it to my network! If you can’t tell me how to do that, then transfer me to a man who can!”

Me: “Do you mind if we check a couple of things on that printer, sir, just to be sure? Can you look and see if there’s an ethernet port on the back of your printer? It’ll look like—”

Customer: “I know what an ethernet port looks like; I’m an IT professional! I work with networks all day, and this printer does not have an ethernet port on it!”

Me: “I understand, can you look for one more thing for me? Can you see if there’s a wireless light on the top of the printer? It would be marked as either wireless or with a symbol that looks like—”

Customer: “No! There’s no wireless light on this printer! It doesn’t need a wireless light, it says right on the box that it’s wireless! Now can you help me connect it or not?”

Me: “Sir, can you read me the part of the box that shows this is a wireless printer?”

Customer: “It’s right here! It says: ‘Easy one-step wireless setup available on models—’… Oh… I uh… does this mean I’m going to have to buy a new printer?”