Illiterate Customer

AlleyCat · #1 02-03-2011, 07:49 PM

One hour to close, internet technical support, and I get an Illiterate customer ....

Trying to diagnose this took 107 minutes. The supervisor is listening in and hitting her head on the table.

Turns out this lady keep turning off her monitor when I ask her to reboot. And she got 1 modem and 2 routers.

She does not listen to instructions. Turns out the installer set a static ip address of 169, and since I cant get her to go to the control panel, used command prompt. And she cannot spell words.

The supervisor is now sitting next to me, plugged in, hitting her head on the table and making faces.

AlleyCat · #2 02-03-2011, 09:23 PM

And other calls I have gotten over the years, the installer technician set the IP address to a Macintosh Airport IP (10.x.x.x) or 169, to drum up money for their main business of PC repair.

This of course leaves their internet disabled, so they return the next day to make even more money from the unlucky Customer

Blade_Raver · #3 02-04-2011, 11:20 AM

In regards to the illiterate customer, I would have told him/her to have someone else who can follow instructions come to the phone.

In regards to the installer fouling up IP address configurations... that's just dirty. Are they contractors or full-time employees of your company?

noone · #4 02-16-2011, 08:32 PM

Quote:

Quoth Blade_Raver

In regards to the illiterate customer, I would have told him/her to have someone else who can follow instructions come to the phone.

I've done that for friends before.

"Hi sorry, what she meant was this, now what?"

tropicsgoddess · #5 02-16-2011, 09:34 PM

That is every tech support rep's nightmare. I hated getting stuck on a call till past closing time with Mr. I got a big ass problem that can't be solved or will take forever to solved or Mr.I'm so lonely and I can't stop talking.

Barefootgirl · #6 02-04-2011, 01:39 PM

Quote:

Quoth AlleyCat

And other calls I have gotten over the years, the installer technician set the IP address to a Macintosh Airport IP (10.x.x.x) or 169, to drum up money for their main business of PC repair.

This of course leaves their internet disabled, so they return the next day to make even more money from the unlucky Customer

Thats WAY out of order. Were you able to tell the customer what the tech had done and suggest to them that it was extremely unethical?

The lady with the 107-minute call makes me want to cry. How on earth could someone with THAT much difficulty in following instructions and spelling function on the internet? I mean, if you cant spell ANYTHING, how can you even look up something that interests you on Google?

PepperElf · #7 02-04-2011, 01:45 PM

pray that google auto-corrects it?

though wait, we're both assuming she could spell google in the first place

EvilEmpryss · #8 02-04-2011, 03:35 PM

It's the monkeys typing Shakespeare principle: If she types enough gobblety gook into the search bar, she'll eventually hit on what she's looking for.

Good thing icons are pretty representative of the programs.

PepperElf · #9 02-04-2011, 03:55 PM

o yeah i forgot many browsers have a built in google search bar
cos otherwise she might never be able to spell www.google.com

Darkforge · #10 02-07-2011, 11:07 AM

eh, she probably just presses the red and white button (youtube) on her bookmarks toolbar for funny videos and the other one for some random relatives photo journal.

I know how tech inept my parents are so I set up everything for them to be as easy and simple to use. But at least my parents admit they know nothign and ask me for help before asking anyone else.