The first thing never works Tech Support |
| Posted: 15 Dec 2019 12:17 PM PST When I got the ticket it had been open for 6+ months, gone thru 5-6 technicians on 1st, 2nd, and 3rd line, and they've done pretty much everything humanly possible short of swapping out the whole computer but nothing has helped. There's probably around 80-100 tech hours put into this so far. Weird thing is, the error message is clearly logged and it points to a known issue. Could the other techs really have missed this? Nope, the first tech emailed the customer a link to the update that fixes the issue inside of 15min from the first call. And I see three other techs have directed the customer back to that first email with instructions to install the fix. Each time the customer has responded that she did, but it didn't cause any change in the problem, still getting the same error message. I had a gut feeling, and sent her the link to the update again, this time saying that "hey, I've got something new for you to test". And the next morning I call the customer: Me: Hi, I emailed you a link to a new patch which should fix the problem you are having with <game>. Have you had a chance to try it? Customer: Yeah, I did and the games working now, but this is shitty support, entirely unacceptable to wait 6 months, think of my poor son who hasn't been able to play his Christmas present.....*goes of on a rant about how much we suck* Me: I'm sorry to hear that, but if I could ask you just one thing; See, the link I sent you is exactly the same one that we sent you on the very first day you called us. And I see in the log that you replied to that email saying you HAD installed it, but that it didn't change anything. Is that correct? Customer: The first link? No i didn't bother with that one. Everyone knows that the first thing you suggest never works so I just said I did. I can't believe it took you 6 months!!! How are you going to explain this to my son!? *winding up the rant again*. Me: Sorry mam, looks like we sent you the solution on the very first day, but YOU chose not to follow the instructions. But as things are now working I'm going to close your ticket, and I'll leave it up to you to explain to the kid why it took so long. [link] [comments]  |
| Posted: 16 Dec 2019 03:27 AM PST My first call center job was for a bank. Not exactly tech support but we do provide basic help for their online banking. In my years of working for customer care and tech support, this was actually the first of many instances woth this kind of customers. It was 2007 and I was just few months from starting my job. The following conversation happens-- Me: Thanking for calling --(bank name)--. How can I help. Customer: Your online system effin sucks!! Me: Sorry to hear that. May I ask what's happening? Cx: I am trying to download all of my transaction history from May 2007 to August 2007 and your f*king system says I do not have any transaction at all!! That's complete BS!! I work for (company name) and I always get deposits from clients and withdrawals on my account!! Me: I am sorry about that (I admit that I must have said that with lack of emotion) Cx: You don't sound sorry at all!! Give me my transactions!! Me: I understand. Just a quick confirmation though, you mentioned that you need to download your transactions from May 2007 to August 2007. Is this correct? Cx: Yeah!! I did say that before, didn't I?! Me: Thank you for confirming. Sir, it's only March. Cx: Oh--click* I did get a rating of 3, which was neutral and actually does not affect my scores. [link] [comments]  |
| Posted: 15 Dec 2019 05:17 AM PST Hello everybody. I mostly lurk on TFTS and only post on that rarest of occasions. This tale was too hilarious to keep to myself. Background: I work for a small sales/service shop in a rural town. A lot of our customers are elderly or at least retired. Cast: $Me: The man, the myth, the legend....at least in my own head LTL: Looney Tunes Lady (aka the customer) LTLD: Looney Tunes Lady's Daughter LTLDD: The Daughter's Dog, no speaking parts but he does have a small role And now it's time to raise the curtain on The Muppet Show: This happened about a week ago, it was a grey, rainy day here in middle-of-nowhereville, I was at my desk as usual. In walks this elderly lady. $me: Good afternoon, how may I help you. The lady then spends about 2 minutes trying to remember why she was even there. Finally she remembers and starts telling me a tale about how she got a new computer back in the spring and the owner had dropped it off and set it up for her. However (in her opinion), he didn't know what he was doing and set it up wrong and now she has now internet. About half-way through the story she stops looks at me and says: $LTL: You're not the owner, are you? $me: No I just work here. She continues or rather restarts her story and about every other sentence is "he didn't know what he was doing." She says she wants someone to come out and fix it for her. Towards the end of this crazy story she stops suddenly and looks at me and says: $LTL: Are you a girl? (I may be in desperate need of a hair cut, but I certainly don't look like a girl) I stare at her for a good 30 seconds trying to decide if this is a joke. Finally I tell her, that no I am not a girl. She then takes a step back and looks at me again and says $LTL: Oh okay, I see the facial hair. I guess you're a boy. So I take her information and tell her that we'll be in touch to schedule a time. After she leaves I look around at her entry in our customer database and find a separate number for he daughter. I figured before i go ahead with any repairs, let me call her and get a better grasp of the situation. So the daughter and I talked and turns out she really does have internet problems. She says she'd like to be there when I come to her mom's house, we schedule an onsite visit. Fast forward a few days, I arrive at the house. I'm greeted by $LTL, $LTLD, and $LTLDD I'm shown to the computer and $LTL goes through her whole story again while $LTLD tries to get her to shut up. I sit down at the computer and see there is a modem/router right next to the computer. I open a browser and go to google and it comes up no problem at which point I declare that $LTL does indeed have internet. As soon as I say that $LTL starts disagreeing with me. $Me: You do have internet. See I'm on google. Just to prove my point I did a google search. $LTLD: Go to a website, $Me: I did, i searched google. $LTLD: No I mean go to an actual site So I do that, and a few others just to prove my point. I should note at this point that while I'm having this conversation with $LTLD, $LTL keeps telling me the same story over and over about how the boss didn't know what he was doing, how he was there for 2 mins and left, etc, etc. And every time she does, $LTLD keeps telling her to shut up. $LTLD: Mom, stop! He doesn't need to hear you talking sh*t about his boss. The two ladies begin arguing with each other, one on either side of me. After about 30 seconds, I tell them: $Me: TIME OUT! I noticed you have some malware junk, let me clean the computer just so you get something worthwhile out of the visit. Why don't you both go in the living room, let me take care of this stuff and I"ll let you know when I'm done. They both agree and I spend the next 45 mins cleaning junkware off the computer. Every now and then $LTL comes back and tells me the same story yet again. One time she adds $LTL: You don't send him out to people do you? Because he doesn't know what he's doing. Meanwhile I'm getting a headache and wishing I'd brought aspirin along. I also come to realization that what I'm doing will more than likely not be a permanent solution. After I cleaned everything up I put a shortcut to the browser on the desktop and renamed it INTERNET. I also setup facebook as her home page. As I'm wrapping things up and trying to show mom and daughter what I've done, $LTLDD comes in and lays down on the rug. $LTL looks at the dog and says: $LTL: What's your name, I forget? Hmm? Aren't you going to tell me your name? Then turns to the daughter and says: $LTL: He won't tell me his name. $LTLD (deadpan): Imagine that. I just about lost my cool. That was by far the strangest customer encounter I've ever had. (And I used to work in retail at a big box store) tl;dr: People are strange. or Just another day at the office. [link] [comments]  |
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