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So, my team lead is ready to quit now. After the night we had, I don't blame him.
- Woman dropped off her laptop, pre-approved the estimate to fix it, then went on vacation for three weeks. She was already mad because we wouldn't hand her computer off to her "boy" without the paperwork or ID. And the unit came back as "estimate declined" because the service center couldn't reach her for more information. She signed an agreement saying that if they can't reach her that they're sending it back unrepaired. But sending it back with an escalation already attached to it was not good enough for her. She proceeded to bitch at me for 5 minutes, then bitch at my team lead for 5 more minutes. Yeah, we love getting yelled at for something that someone else did.
- A guy yelled at me over the phone because he didn't have the weather gadget on his computer set up on his new Vista machine. Usually, I'll walk them through how to set it up, but since he was being such an ass and knew he wasn't going to listen to me if I did walk him through it, I told him to bring it in. Well, he lives "40 minutes away" so that was unacceptable. Even my suggestion to bring it in on his way to or from work or during lunch wasn't good enough. Look, dude, I only work here two or three days out of the week. It's not my fault that you are computer illiterate or that you choose to live in the stix. I didn't work on your computer and you're treating me like garbage right out the gate, so I'm not obligated to do shit for you. Awesome team lead took over, decided to be generous and walked his wife through how to set up the stupid gadgets.
- And, no ma'am, you can't get a refund because you're dissatisfied with the in-home technician's services. Did the tech perform the services you paid for? Was everything working when he left? Then we can't give you your money back. We can perform a re-do on the service. That's what the 30-day guarantee is. A tech can't come out until next week? Really? Maybe because that's because we only have one full-time and one part-time tech and they are booked solid because of the back-to-school rush that's started and is only going to get worse the closer we get to August 16. You want to speak to a manager? Really? What a surprise. He'll be in tomorrow night. Yell at him because you probably screwed around with your settings and fucked up everything the tech did.
I really hope my contract gets renewed next month. If it does, I'm putting in my notice.
- Woman dropped off her laptop, pre-approved the estimate to fix it, then went on vacation for three weeks. She was already mad because we wouldn't hand her computer off to her "boy" without the paperwork or ID. And the unit came back as "estimate declined" because the service center couldn't reach her for more information. She signed an agreement saying that if they can't reach her that they're sending it back unrepaired. But sending it back with an escalation already attached to it was not good enough for her. She proceeded to bitch at me for 5 minutes, then bitch at my team lead for 5 more minutes. Yeah, we love getting yelled at for something that someone else did.
- A guy yelled at me over the phone because he didn't have the weather gadget on his computer set up on his new Vista machine. Usually, I'll walk them through how to set it up, but since he was being such an ass and knew he wasn't going to listen to me if I did walk him through it, I told him to bring it in. Well, he lives "40 minutes away" so that was unacceptable. Even my suggestion to bring it in on his way to or from work or during lunch wasn't good enough. Look, dude, I only work here two or three days out of the week. It's not my fault that you are computer illiterate or that you choose to live in the stix. I didn't work on your computer and you're treating me like garbage right out the gate, so I'm not obligated to do shit for you. Awesome team lead took over, decided to be generous and walked his wife through how to set up the stupid gadgets.
- And, no ma'am, you can't get a refund because you're dissatisfied with the in-home technician's services. Did the tech perform the services you paid for? Was everything working when he left? Then we can't give you your money back. We can perform a re-do on the service. That's what the 30-day guarantee is. A tech can't come out until next week? Really? Maybe because that's because we only have one full-time and one part-time tech and they are booked solid because of the back-to-school rush that's started and is only going to get worse the closer we get to August 16. You want to speak to a manager? Really? What a surprise. He'll be in tomorrow night. Yell at him because you probably screwed around with your settings and fucked up everything the tech did.
I really hope my contract gets renewed next month. If it does, I'm putting in my notice.