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This is what I overheard today.

For realz.

It's like a traffic accident, you try really hard not to stare, but sometimes, you just can't help yourself...

Agent: Can you see the service tag on the back of the machine?

CM: There are supposed to be some numbers back here?

Agent: Yes sir, usually some numbers and letters put together.

CM: I see a tag that says Dell.

Agent: Okay, is there anything else on it?

CM: It's green and white.

Agent: That's the microsoft tag. I don't need anything from that. There should be a different tag, the computer service tag with the serial number and other information.

CM: All I see is my name. Right here on the sticker.

Agent: Sir, I do need some more information on the computer. At this point, it's kind of like having a car that needs parts. "Well, what kind of car is it?" "well, I don't know. It's a car. It has 4 wheels."

CM: There's a sticker. It says "Intel inside".

Agent: That's the processor. That's kind of like saying it has a Hemi engine. I need the serial and model number.

CM: Don't you have a service guy to come look at it and repair it?

Agent: That's what I'm trying to set up for you, sir, but I need the computer information to be able to order the parts.

CM: Oh. Well, I can try to find the books that came with the computer and see if they say.

Agent: That's a good idea.

CM: Can I call you back?

Agent: I can give you the toll free number, but don't have a direct line.

CM: Well, how will I get you again?


All I can think is that what must have been going through the agent's mind was, "If there is a merciful God in this universe, you won't."

Comments

( 11 comments — Leave a comment )
gelbes_gilatier
Jun. 28th, 2012 11:43 pm (UTC)
All I can think is that what must have been going through the agent's mind was, "If there is a merciful God in this universe, you won't."

That's exactly what went through my head in situations like those when I was still working first level support. Now I'm working second level support and have to say "Well, I can give you my e-mail address if you'd like me to call back." *weeps a little

I also love (err not) customers who think that threatening, blackmailing and/or insulting me gets them anything for free. I can do a lot for people... but they don't seem to realize that I don't have to do that and that it's completely my decision to give anyone a free out of warranty repair, a new device instead of a replacment device or a little gift from the company as an apology for their troubles... or not do any of that.

I actually have started to ask people why they think they'll get anything by basically being assholes (I do use another wording, though...). I have yet to get a satisfactory answer instead of more accusations and huffing and puffing about legal action...

Sorry about the ranting :S I just had a couple idiot customers today writing me e-mails with insulting me in a text block of DOOM and screaming at me IN CAPSLOCK (in their e-mail, that is). I'm just so damn tired of them thinking I'm some kind of drone that doesn't have feelings or power :(
ga_unicorn
Jun. 29th, 2012 12:34 am (UTC)
Flashback! I'm having hideous flashbacks to my customer service days. I thank all the gods that I'm no longer attached to my desk by a six-foot telephone cord. Now (as an in-house auditor) I only have to pretend I don't hear people muttering "god, is she back again?" That's better, right?
willowgreen
Jun. 29th, 2012 12:26 am (UTC)
I do have some sympathy for the idiot customer in this situation. After all, one assumes he didn't ask the Powers that Be to make him an idiot. It would be nice if manufacturers would put important information like model and serial numbers somewhere that's relatively easy to see, instead of hiding it on the most inaccessible surface of the heaviest objects.
shaddyr
Jun. 30th, 2012 01:57 am (UTC)
Yeah, it sucks that the MFRs don't make it easy to find the product info you need.
mercury973
Jun. 29th, 2012 12:33 am (UTC)
In my work, we have customer service next to technical support. People call me (in CS) and go on and on about their issue. I try to interupt but they will babble for like 40 seconds on their issue. I then tell them they called customer service and they need technical support. Then they yell at me that I answered the wrong phone.

The saddest ones are the elderly who call and have no clue what to do. They keep asking for help but we have to tell them we're in Seattle and they're in Bum-fark Arkansas and we can't have someone go out there.

I &heart; my job. If I keep saying it enough I might believe it someday.
phillip2637
Jun. 29th, 2012 01:00 am (UTC)
From the "you think you've got problems file"... :-) ...this came past on my Twitter feed today with the claim that it's a tech support request to a software developer. I have no reason to doubt.

http://twitpic.com/a1miep
enigmaticblues
Jun. 29th, 2012 01:35 am (UTC)
LOL! I know that's what I would be thinking.
shaddyr
Jun. 30th, 2012 02:00 am (UTC)
I KNOW RITE???

It's just... seriously. "It says Intel"? C'mon dude.
retro_rider55
Jun. 29th, 2012 03:31 am (UTC)
I remember a patron, during my Parks Board Aquatics years, who had lost a bit of jewelry, asking if we ever have divers come in to search the pool bottom for people's stuff. Bit my lip to not say "We're still trying to get approval on the Follow You Home & Wipe Your Backside For You Even Though You're 35 service contract finalized"
anghara
Jun. 29th, 2012 04:19 am (UTC)
*On the gripping hand*, there was hte time that my husband wasn't getting any email. He wasn't and we knew he wasn't because we were in the same office and even the emails *I* sent him weren't getting through. So it was time to call tech support of the ISP adn because he hates the "press X if you want Y" dialogues that usually precede a live human being, it was up to me.

The guy we got in the end was enough to pull out hair over.

HE HAD A SCRIPT. The script involved Outlook. We did not RUN Outlook. This appeared to be hard to get across because every time he appeared to grasp the fact he would start the next sentence with, "Well, if you fire up your Outlook..."

Gah.

We went around in circles like that for a little while, and then he ran out of script and there was an awful awkward silence, and then, I kid you not, he said, "Well... I'm going to need a list of all the people you aren't getting email from."

Yes, he said that. In so many words.

And yes, I think I was extremely restrained in my response.
shaddyr
Jun. 30th, 2012 02:06 am (UTC)
and then, I kid you not, he said, "Well... I'm going to need a list of all the people you aren't getting email from."

Wow. That's... really, immensely painful. I'm so sorry.

There are moments when IT really does stand for "Idiots in Training"
( 11 comments — Leave a comment )

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