"My 4 year old toddler is missing and it's all your fault!" - Tales from the cable guy Tech Support |
| "My 4 year old toddler is missing and it's all your fault!" - Tales from the cable guy Posted: 21 Oct 2018 07:37 PM PDT Hey there all, new account, new stories. For those who don't know, I work as the only ISP tech for a small rural community. Everyone knows who I am, and I have people knocking on my door asking for help with their service on the daily. I suspect this'll be a multi-part, but I don't want to promise anything. I did rant-write this story, so I apologize in advance for the roughness of it. Onto the story.. For those unaware most cable companies have two systems for cable at a minimum; billing and the DAC. Billing does what it says on the tin, and the DAC handles authorizations. In sane implimentations, whenever someone calls in to bump their cable up or down, the billing system yells at the DAC to make the changes and stab the cable card in the customers box with new provisioning. I ran into a issue where the billing system, on one customers account, was billing her for the highest package, but only telling the DAC to authorize her with the package below that. She lived with that for a month before calling in (and getting a $150 credit....), and I went out there. Spent a hour on the phone in her living room trying to get the authorizations UnFUBAR'ed, eventually ended up throwing a temp authorization on her cable card for the one channel she wanted in the highest package (some brain rotting "how to have a kid" shit) with the EXPLICIT instructions not to reboot her box at all, because if she did, she'd loose the authorizations. She bailed halfway through me being on the phone, so this was told to the boyfriend, along with giving him my number to text/call if the DAC unbreakening didn't happen. A month goes by, all is good. Until... She comes into the store last Friday (as in the Friday before last) steaming mad because "that damn lazy tech didn't fix my issue". Que another $150 credit, but for some reason she's not available until the FALLOWING Friday (3 days ago), even though i'm standing in the office saying "Hey, we screwed up, i'll come out right now". It's now Friday, she or the boyfriend called in and canceled the ticket, or the system auto-canceled it for some reason (fucking new system). A rep from the call center IM's my rep in the store at 3:30 saying "Hey, we have blabla on the line, can we book a truck roll today? We already credited her another $100 for the issues". My rep has the biggest "wtf" look, and she responds with "yes, please book the ticket". The rep then goes on break, comes back at 4:15 and asks again "Can we book the ticket for same day? Is your tech free?" and she responds again with "yes, book it. Right now. He's available". I didn't know ANY of this going in, except for getting a call from my local rep at 4:40 saying "hey, i'm sorry, but we need to deal with this". I normally get off at 5, I give her a little bit of crap about it, but no biggie; OT is OT and I need the cash. I call her up, and say "Hey, this is Henry with cablecompany, looks like you called in about some issues with your cable? We were out there last month, i'm sorry, I left my number and hadn't heard back so I thought the issue was solved." She immediately comes back with "WELL I didn't want to bother you (even though I want another $100 in credits)" and we exchange the usual "I wonder what you unplugged this time" questions, until I say "well, i'm kind of out the road (I was about 5 minutes from town, and then she's 5 minutes away from town center, so about 10 minutes total drive time), but I can be there in about 10-15 minutes and i'll get the issue solved, sorry again" and immediately she comes back screaming "Well unless you can get here and fix my issue in the next 15 minutes then don't even bother coming because I need to go and look for my lost 4 year old that I haven't looked for for the entire afternoon because I have been waiting for your sorry ass to get here! Why did you tell me the ticket just came in? The lady on the phone told me the ticket was booked at 3:30!" So I respond calmly, trying to de-esculate it, and said something along the lines of "well ma'am, i'm just the tech, I can't book appoitments or anything, i'm just responsible for what the reps put in my que. I'm very sorry your kids missing, I can try and fix the issue from the office then call you later in the evening to see if it's resolved (it's a provisioning thing, box swap won't fix, it's account related)." and she yells at me before saying "well it sounds like you can't help me, and you all are lieing to me, so i'll just speak to your manager click" So I give the reps a call back, give them a quick synaposis of wtf crawled into her ear and start to head back to the office. I get back to the office, there's a line out the door (it seems like nobody can pay their bill before 4:55 on a friday.....), so I stand at the door as the bouncer and try to control traffic and shuffle people in/out. I see her car pull up (odd....), and one of my reps (there was only one customer in the store, two reps at seperate stations) says "Oh hey! There's #annoyingcustomer! Didn't she say she was looking for her kid?" Seeing that, I decide to make my way into the back (still within earshot) and hide from her. She immediately comes up, and starts SCREAMING at the rep about how I was rude, how I refused to service her and how I degraded her. The rep tries to calm her down, and she demands to speak with the manager. No dice. He works 7am to 4pm, try again. Then she wants to speak to the lead person. You're speaking to her. No dice, try again, don't pass go. Then she says that "your damn tech said he wouldn't get off his fat ass (i'm a little chunky, sure, but STILL0 off his couch at home and come and service me!" Hold. The. Fuck. Up. Bitch. So I pop out, politely inform her that I stated I was "out the road" and could be there in 10 minutes, and that i'd be glad to come out and work on her issue right now (it's now 5:15) to try and get her working over the weekend. She declined, kept screaming at the rep, and then eventually sat down on the floor sobbing (it's now 5:20) about how we didn't give her enough credits and how she needed to get her TV working so she could find her toddler (because I guess TV takes priority over a 4 year old that you're responsible for?) So in summery, I get to go in tomorrow to explain this.... Situation... to my boss, AND I have a ticket for her booked this coming Friday. [link] [comments]  |
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