Now you might be a little confused by the title. After all it's not an uncommon request...for a computer tech support person.
In phone land though, it's a whole different beast....
Password Punishment
Me: Thank you for calling <red checkmark>, how can I help you?
SC: I forgot my wifi password and I need you to reset it! I can't play my games!
Me: Was this a password you chose or one we set?
SC: Huh?
Me: <facepalm> Is this a password we gave you or one you picked yourself?
SC: I don't know!
Me: (Help me...) Ok, well wifi passwords are related to the router. The only way to reset one is by accessing the router.
SC: Fine, go ahead, do whatever you gotta do.
Me: I think you misunderstand, I can't access your router.
SC: Huh?
Me: I have no way to access your router, I only work with phones here.
SC: Well, you people did it for me before!
(at this point a light bulb goes on in my head. She might have <red checkmark>internet service, which if true would mean we might have actually done this for her before)
Me: Do you have <red checkmark> internet service?
SC: No, Charter! I got Charter!
Me: In that case, you will have to talk to Charter to get your password reset.
SC: But it's not working on my phone, you're the phone people!
Me: Yes we are, but the source of the problem is not your phone, it's the wireless router attached to your computer. We have no way to reset it from here.
SC: But you did it before!
Me: We can do several different types of password resets here but that is not one of them.
SC: Why is this so hard? Just reset my password!
Me: I would be happy to but I have no way to do it, we are not your internet company.
SC: But you did it before!
Me: I'm not sure what exactly we did for you before but it was not reset your wifi password. We here at <red checkmark> have no access to Charter's systems, which is what would be needed to reset your password.
SC: So you won't help me?
Me: I would if I could, but I am not your internet company. You need to contact them.
SC: Fine, I'll just call back later and maybe talk to someone who knows what they're doing. *click*
Who does this?
I start in on a call, and while I am asking the initial questions I distinctly hear "on hold" prompts from a well known car rental company. I assume someone else in the room with my customer is trying to contact them. I just finish up with the initial questions and barely get out my "I'll be able to help with that" when suddenly I hear a rep from the car rental company replace the hold music I was hearing and then...
SC: Oh, you know what? I have to take this, I'll have to call back later. Sorry. *click*
Seriously?
Who calls two companies AT ONCE like that??
In phone land though, it's a whole different beast....
Password Punishment
Me: Thank you for calling <red checkmark>, how can I help you?
SC: I forgot my wifi password and I need you to reset it! I can't play my games!
Me: Was this a password you chose or one we set?
SC: Huh?
Me: <facepalm> Is this a password we gave you or one you picked yourself?
SC: I don't know!
Me: (Help me...) Ok, well wifi passwords are related to the router. The only way to reset one is by accessing the router.
SC: Fine, go ahead, do whatever you gotta do.
Me: I think you misunderstand, I can't access your router.
SC: Huh?
Me: I have no way to access your router, I only work with phones here.
SC: Well, you people did it for me before!
(at this point a light bulb goes on in my head. She might have <red checkmark>internet service, which if true would mean we might have actually done this for her before)
Me: Do you have <red checkmark> internet service?
SC: No, Charter! I got Charter!
Me: In that case, you will have to talk to Charter to get your password reset.
SC: But it's not working on my phone, you're the phone people!
Me: Yes we are, but the source of the problem is not your phone, it's the wireless router attached to your computer. We have no way to reset it from here.
SC: But you did it before!
Me: We can do several different types of password resets here but that is not one of them.
SC: Why is this so hard? Just reset my password!
Me: I would be happy to but I have no way to do it, we are not your internet company.
SC: But you did it before!
Me: I'm not sure what exactly we did for you before but it was not reset your wifi password. We here at <red checkmark> have no access to Charter's systems, which is what would be needed to reset your password.
SC: So you won't help me?
Me: I would if I could, but I am not your internet company. You need to contact them.
SC: Fine, I'll just call back later and maybe talk to someone who knows what they're doing. *click*
Who does this?
I start in on a call, and while I am asking the initial questions I distinctly hear "on hold" prompts from a well known car rental company. I assume someone else in the room with my customer is trying to contact them. I just finish up with the initial questions and barely get out my "I'll be able to help with that" when suddenly I hear a rep from the car rental company replace the hold music I was hearing and then...
SC: Oh, you know what? I have to take this, I'll have to call back later. Sorry. *click*
Seriously?
Who calls two companies AT ONCE like that??
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