All too often, those of us in a call center environment get calls from customers who insist we fix a problem that isn't our problem. This happens more often then not to those of us who work for companies that do not charge for technical support. We get all manners of calls on some very random, none service related issues. Here's a couple of my favorites.
Me: Thank you for calling HSI support, My name is jacapo, how may I help you today?
Cx: Yeah, I can't get online, it's stuck at this one screen.
Me: Let me just pull up your account and I'll be happy to help.
*I get the information I need and pull the customers account up, the modem is online and responsive, I'm thinking this should be a quick easy call*
Me: Well, I have your information up, looks like the modem is in good health. You said its stuck at one screen? Can you please describe the screen your computer is stuck on? Is it a web page? Is it a blank white page with the internet icons on top?
Cx: It's a blue one with white lettering.
Me: * I instantly recognize it as the blue screen of death* Ok... What does the white lettering say?
Cx: Windows has encountered a problem and needs to close.
Me: That would mean that your computer has crashed. Windows does not appear to be working correctly.
Cx: Right, Fix it then.
Me: I can't its not our problem, if you have a problem with windows you have to call Microsoft or you have to call your computer manufacturer.
Cx: Yeah, but they want me to pay them, you guys are free, so... you fix it!
Me: I think not *I hang up and note the account so when the person calls back in they are instantly referred to vendor. I check back and see the person called back in 4 times that day, each time referred to vendor. ^_^*
Another classic is the following
Me: Thank you for calling HSI support my name is jacapo, how can I help you today?
Cx: Yeah, I can't get online wireless.
Me: I can take a look at that, let me just snag your account here.
*I pull up the account and see that the customer does NOT have home networking with us, I then pull up the modem diagnostics and see its a motorola modem (ours) and a linksys router (not ours)* Well, I show you don't actually have wireless from us, looks like you are using a linksys router. You'd probably want to talk to them if you are having trouble with the wireless.
Cx: No, this is from you, you all installed it and you all gave it to me.
Me: No. We didn't. We don't supply linksys routers to our customers. While our tech may have set it up as a courtesy, that does not obligate us to support it. If you are unable to get online, I can offer to help you bypass your router and you can go directly connected to the modem.
Cx: But I want to be online wireless.
Me: Then you need to contact linksys.
Cx: No, I want you to fix it.
Me: Well... That is not going to happen. I can only legally support our devices. If I begin to troubleshoot another companies equipment while my company doesn't have a contract with them, we can be fined quite a large sum of money. Unless you wish to pay for said fine should one occur, you will want to contact linksys, and ask them why your wireless is broken.
Cx: . . . . . .
Me: Is there anything else I can help you with?
Cx: Yeah you can fix my wireless.
Me: I don't know if I can express this in any manner simpler then I already have but I will try. Linksys, Not us. Modem, motorola, Us. I support the motorola. The linksys must be fixed by linksys.
Cx . . . . . .
Me: Would you like linksys' number?
* I then hear the sweet sweet sounds of a dial tone*
Honestly, when you are calling your Internet company, please please please don't expect me to go and do anything other then fix our shit, and help you with your computer. It's like calling your mechanic and asking him to paint your family portrait, just. plain. wrong. We don't appreciate it, and the other customers who have to wait to talk to us with real problems don't appreciate it. If your computer tells you to call / contact a specific company. Call said company. If it is painfully obvious it's one companies problem call that company. Makes every one's life easier. If you do call, and someone tells you with certainty that it's not their problem and they can back it up with solid evidence, chances are they are right and you should probably believe them and move along.
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2 comments:
Lol, I would call you sir, for computer support because your a friend of mine. However I use an IM service for that (dont have your number) . And as usual comicial posts on this blog.
damn. i was about to say the same thing - i send requests to you via IM about things that my techs should know and we have nothing to do with your company in a business sense!
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