As many of you know, last Sunday marked the beginning of Daylight Savings Time. As you might surprise this triggered a healthy stream of calls for cell phone support, none as crazy this one though:
Me: Thank you for calling Big Red Wireless, my name is --
SC: You know, it's supposed to be simple. This phone is supposed to update the time automatically. Automatically! So when I woke up this morning and I saw the time on my phone I assumed it was right. Imagine my surprise when I ended up being AN HOUR AND 15 MINUTES LATE FOR AN EVENT!!
Me: I'm sorry to hear that, I know --
SC: No, no...don't even start. Why can't these damn things work the work they way they are supposed to? I'm paying for a product and service and I expect them to work.
Me: I understand, but it's important to realize--
SC: I'm NOT finished! I called a few minutes ago about this issue and I noticed just now that the time on my phone has magically changed! Funny how as soon as I start complaining, it gets fixed!
(I look at her account details and although she did talk to another rep, nothing has been changed or updated on her account. Best guess: She turned the phone off and back on and the time updated)
Me: Ok, since that's the case, I'd like to-
SC: (for the love of GOD stop interrupting me!!) Be quiet. I pay for a phone, I pay for a service. I expect them to work. Why doesn't it work? Why can't I trust my phone?
Me: I very much apologize for your frustrations. Technology is not infallible and we usually see a handful of minor issues when the time changes. I've found that when I have a special event on a Sunday where the time changes it's helpful to set a backup alarm, just to be safe.
SC: That SHOULDN'T be necessary! This phone is supposed to do all of that for me. It's not my fault your technology sucks.
Me:(At this point my empathy is growing thin, but I keep it professional) As I told you a moment ago, technology sometimes experiences certain issues that cause it not to work right. I'm sure you've had a computer freeze up on you a time or two, same basic idea. However, you said the time is correct now so what is it you need me to do?
SC: I want you to explain to me how this was possible and why it was magically fixed when I called you. I also want you to explain me why I shouldn't cancel and go to Death Star Wireless because quite frankly I am fed up with your company.
Me: The phone pulls the time from our network. It might have been a minor issue with the tower. It might have been a glitch with your phone, it might have been a combination of both. There's no way to know for certain. This is just something that happens from time to time with any wireless or cable service. I don't see any other issues with your phone or your account.
SC: You know, you could have just said "I don't know" and saved yourself a lot of breath.
Me: Excuse me?
SC: The explanation you just gave me amounted to "I don't know why your phone wasn't working". I mean really, you told me you don't really have a clue what happened? But you know that's ok. That's what I've come to expect from Big Red. Non functional technology, non functional employees. Don't even bother answering my second question. I'll go by the Death Star store later today. Thank you for absolutely nothing. *click*
I think I literally shook my head for two minutes straight after this call.
Me: Thank you for calling Big Red Wireless, my name is --
SC: You know, it's supposed to be simple. This phone is supposed to update the time automatically. Automatically! So when I woke up this morning and I saw the time on my phone I assumed it was right. Imagine my surprise when I ended up being AN HOUR AND 15 MINUTES LATE FOR AN EVENT!!
Me: I'm sorry to hear that, I know --
SC: No, no...don't even start. Why can't these damn things work the work they way they are supposed to? I'm paying for a product and service and I expect them to work.
Me: I understand, but it's important to realize--
SC: I'm NOT finished! I called a few minutes ago about this issue and I noticed just now that the time on my phone has magically changed! Funny how as soon as I start complaining, it gets fixed!
(I look at her account details and although she did talk to another rep, nothing has been changed or updated on her account. Best guess: She turned the phone off and back on and the time updated)
Me: Ok, since that's the case, I'd like to-
SC: (for the love of GOD stop interrupting me!!) Be quiet. I pay for a phone, I pay for a service. I expect them to work. Why doesn't it work? Why can't I trust my phone?
Me: I very much apologize for your frustrations. Technology is not infallible and we usually see a handful of minor issues when the time changes. I've found that when I have a special event on a Sunday where the time changes it's helpful to set a backup alarm, just to be safe.
SC: That SHOULDN'T be necessary! This phone is supposed to do all of that for me. It's not my fault your technology sucks.
Me:(At this point my empathy is growing thin, but I keep it professional) As I told you a moment ago, technology sometimes experiences certain issues that cause it not to work right. I'm sure you've had a computer freeze up on you a time or two, same basic idea. However, you said the time is correct now so what is it you need me to do?
SC: I want you to explain to me how this was possible and why it was magically fixed when I called you. I also want you to explain me why I shouldn't cancel and go to Death Star Wireless because quite frankly I am fed up with your company.
Me: The phone pulls the time from our network. It might have been a minor issue with the tower. It might have been a glitch with your phone, it might have been a combination of both. There's no way to know for certain. This is just something that happens from time to time with any wireless or cable service. I don't see any other issues with your phone or your account.
SC: You know, you could have just said "I don't know" and saved yourself a lot of breath.
Me: Excuse me?
SC: The explanation you just gave me amounted to "I don't know why your phone wasn't working". I mean really, you told me you don't really have a clue what happened? But you know that's ok. That's what I've come to expect from Big Red. Non functional technology, non functional employees. Don't even bother answering my second question. I'll go by the Death Star store later today. Thank you for absolutely nothing. *click*
I think I literally shook my head for two minutes straight after this call.
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