Tuesday, October 6, 2020

Belligerent Customer Won't Cooperate With Tech Support


Sometimes you're having a conversation with a human being that you otherwise thought was perfectly rational, and not prone to fits of blind and entirely irrational rage, and then they pull a fast one on you. This particular customer opted for being a waking nightmare. Fortunately, the tech support employee who fielded the situation kept their cool, and it all worked out in the end. 

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Text - r/talesfromtechsupport + Join u/KrazeeLadee2 • 256d "I'm not restarting my modem! l'd sooner drive the full 175 miles to your HQ to punch you!" Long Soooooo among the literally thousands of calls I've had in my 4 years in tech support for an ISP, this guy really took the cake. It was the apotheosis of all those calls. It was the most infuriating yet (in hindsight) hilarious call I'd ever had in my life. He came in on a fairly quiet Saturday morning, and the conversation started quite norm

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Text - C (Customer): "Yes, hello, this is [his name]. I just woke up to my wife and kids complaining there's no internet and the television isn't working either." Me: "Oof, that's quite inconvenient. I'm going to have to check where the issue might be and try and fix it." C: "Thank you." He gave me his postal code and house number, I confirmed his details and ran a scan on his address. There was absolutely no signal. So I needed to do a basic troubleshoot with him, first. Me: "Do you know where

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Text - Me: "Is the 'online' light on?" C: "No." Me: "Ok, your modem is not receiving any signal, then. I'm going to have to test if the problem is in the modem or the signal towards your house. For that, I need you to turn off your modem for about 30 seconds. Could you please do that?" C: "Umm, no?" Me: I'm sorry?" II ..... .. C: "That sort of thing is YOUR job. I'm not touching that modem." Me: "You only need to pull out the power cable, wait 30 seconds, and plug it back in." C: "Like I said, t

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