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BG: Like any phone carrier, we are not responsible for inside wiring unless the customer buys an inside wiring protection plan.
Customer calls in with no sync on her modem. She sounded pretty savvy, I'll give her that. She told me that she tried the modem on another jack, and it synced up.
She had no inside wiring protection plan. Here comes the fun part.
Me: *Explains the policy regarding inside wiring, and offer her the service plan.*
SC: I don't see how I'm responsible for my inside wiring. You put all but one of the jacks in when I moved into this house, and the one that is not working is one of those you installed. So how am I responsible?
Me: To answer your question requires a bit of a backstory: Back when telcos were in the final phase of deregulation in the 1990's, part of the deal for deregulation was to have responsibility of inside wiring shift from the telcos to the homeowner. What that means is that once any inside wiring gets installed, it becomes the homeowner's property and their responsibility.
SC: So what you're saying is that in order for you to replace or fix these jacks without charging me, I have to sign up for the service plan?
Me: That is correct, Ma'am.
SC: You know, you're a bit of a smart alac.
Me: Ma'am, I'm sorry but you asked me a question and I answered it....
SC: YOU NEED TO UNDERSTAND THAT CUSTOMER SERVICE IS MORE THAN GIVING THE RIGHT ANSWER!
Me: I really don't know what you want me to say that would be any different. I am doing my job and letting you know about the policies and procedures.
SC: Please do not tell me that you're "just doing your job," you're being a jackass that's what you're doing!
Me: Ma'am there is no need to hurl insults at me, keep this call professional please....
SC: I'm the customer, I can say what I want! You know what, at this time I want to speak to your manager NOW!
Me: No problem, please hold....
*Transferred.*
The sup who took the call told me that she said that I have an "I am right!" attitude and I shouldn't be working tech support, and that I tried to "hammer in my point" by bringing up the "deregulation crap." The crappy part? The customer said to the sup that if we don't fix the inside wiring for free without signing her up for the service plan, she'll cancel service. Sup transferred her over to the retention department where they said to send the technician out....
....And to put in the notes for the tech to come inside and fix the inside wiring without charging her and without signing her up for the service plan.
Customer calls in with no sync on her modem. She sounded pretty savvy, I'll give her that. She told me that she tried the modem on another jack, and it synced up.
She had no inside wiring protection plan. Here comes the fun part.
Me: *Explains the policy regarding inside wiring, and offer her the service plan.*
SC: I don't see how I'm responsible for my inside wiring. You put all but one of the jacks in when I moved into this house, and the one that is not working is one of those you installed. So how am I responsible?
Me: To answer your question requires a bit of a backstory: Back when telcos were in the final phase of deregulation in the 1990's, part of the deal for deregulation was to have responsibility of inside wiring shift from the telcos to the homeowner. What that means is that once any inside wiring gets installed, it becomes the homeowner's property and their responsibility.
SC: So what you're saying is that in order for you to replace or fix these jacks without charging me, I have to sign up for the service plan?
Me: That is correct, Ma'am.
SC: You know, you're a bit of a smart alac.
Me: Ma'am, I'm sorry but you asked me a question and I answered it....
SC: YOU NEED TO UNDERSTAND THAT CUSTOMER SERVICE IS MORE THAN GIVING THE RIGHT ANSWER!
Me: I really don't know what you want me to say that would be any different. I am doing my job and letting you know about the policies and procedures.
SC: Please do not tell me that you're "just doing your job," you're being a jackass that's what you're doing!
Me: Ma'am there is no need to hurl insults at me, keep this call professional please....
SC: I'm the customer, I can say what I want! You know what, at this time I want to speak to your manager NOW!
Me: No problem, please hold....
*Transferred.*
The sup who took the call told me that she said that I have an "I am right!" attitude and I shouldn't be working tech support, and that I tried to "hammer in my point" by bringing up the "deregulation crap." The crappy part? The customer said to the sup that if we don't fix the inside wiring for free without signing her up for the service plan, she'll cancel service. Sup transferred her over to the retention department where they said to send the technician out....
....And to put in the notes for the tech to come inside and fix the inside wiring without charging her and without signing her up for the service plan.
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