I just...wow...I'm nearly speechless right now. This one has to be shared. It's not verbatim, but certain parts are word for word.
Me:
AT: A$$hole tech
PT: Poor tech support guy stuck on the phone with us
So, PT works for a group that monitors some of our customers. He had a customer site where the modem wasn't working, so he couldn't monitor the site. Per the procedure, he called us, opened a case, and we dispatched the shop. Since he can't see the site, it was an emergency type thing, and we sent a tech out today. Or we tried to....
Me: Hi, thank you for calling *mycompany* This is MySwtGhst, how can I help you?
AT: Yeah, I'm calling about such and such case #.
Me: Ok, for *mycustomer* in *some state*
AT: Yeah, I guess so
(at this point, I can tell he's not a happy camper, but I press on)
Me: Well, it looks like PT opened this, because the RAS modem is not working.
AT: I ain't going out there. I can't tell you how often they send me out there for a problem that ain't my problem, it's a phone line issue or waah waah waah....
(I let him whine, loudly, for a few moments, and then cut in)
Me: Well, sir, it is opened as a high severity issue, but if you like...
AT: (getting louder) I told ya, I ain't going out there. It's a five hour drive and when I get there it'll be fine and I ain't doing this. I'm sick of it, and I'm sick of y'all sending me out there for nothing!
Me: Alright sir, no problem. I'm going to have to contact PT, because you'll need to speak to him before we can defer the case, since he opened it.
AT: Fine, call me back when you get him on the phone, then.
He hangs up, I call PT back. At this point, I'm pretty annoyed, because I can't stand when techs refuse to go to site--it's their job, for chrissakes.
Me: Well, the tech is pretty grouchy, and he doesn't want to go to site. He claims it'll probably just be a phone line problem.
PT: I can tell that it isn't, I ran such and such testing and so on...
Me: Well, let me get him back on the phone so you can give him the bad news
*I conference on AT, and get the pleasantries out of the way*
PT: Well, AT, I'm showing that this isn't an issue with the phone line, because I can't do this and that...so....
AT: I TOLD THAT GIRL, I AIN'T GOING OUT THERE! Y'ALL KEEP SENDING ME OUT THERE, AND I DRIVE FOR FIVE HOURS AND WHEN I GET THERE, IT'S EITHER A PHONE LINE ISSUE OR Y'ALL HAVE RESOLVED IT AND DIDN'T BOTHER TO LET ME KNOW. I AIN'T HAVING ANY OF THIS. YOU CAN TAKE THE CONTRACT AND SHOVE IT UP YOUR ASS, CUZ I AIN'T GOING OUT THERE!
PT: Well, sir, I'm sure that it isn't...
AT: NOW LISTEN HERE, I'VE HAD IT UP TO HERE WITH PLANT, AND I AIN'T DEALING WITH YOUR SHIT ANYMORE. Y'ALL CAN TAKE THAT RAS MODEM AND THROW IT IN THE FUCKING TRASH CAN, CUZ I AIN'T GOING OUT THERE. I TOLD HER AND I'M TELLING YOU, Y'ALL CAN STUFF IT. I AIN'T DEALING WITH THIS CRAP. IS THE SITE EVEN DOWN?
(at this point, I've got the phone muted because I'm alternating between cussing myself and laughing my @$$ off at this guy)
PT: I understand if you're frustrated sir, but I haven't called you out there before. I've checked to make sure this isn't a phone company issue, and it is a high severity issue since I can't see the site. I can't tell if the site is down...
AT: WELL, HAS THE CUSTOMER CALLED IN AND SAID IT'S DOWN? NO, THEN DON'T WORRY ABOUT IT. I AIN'T GOING OUT THERE. YOU CAN GET YOUR SUPERVISOR TO CALL ME, I DON'T CARE WHO YOU CONTACT, I AIN'T GOING OUT THERE.
At this point, AT finally just hangs up.
PT: You still there?
Me: Yep, unfortunately.
PT: Well, what's the next step? Is there another tech we can contact?
Me: Oh, I'm calling this guys manager. I want to make sure he gets in trouble for this, because that was completely uncalled for.
PT: You're telling me. Well, let me know what happens.
Me: No problem. Have a good rest of the day.
I just spent the last half hour retelling this to my coworkers, both in person (to the ones who heard me laughing/yelling) and over the IM. I'm still waiting for his manager to call back so I can pitch a fit, and I documented it in the case notes that he was belligerent and swearing.
Me:
AT: A$$hole tech
PT: Poor tech support guy stuck on the phone with us
So, PT works for a group that monitors some of our customers. He had a customer site where the modem wasn't working, so he couldn't monitor the site. Per the procedure, he called us, opened a case, and we dispatched the shop. Since he can't see the site, it was an emergency type thing, and we sent a tech out today. Or we tried to....
Me: Hi, thank you for calling *mycompany* This is MySwtGhst, how can I help you?
AT: Yeah, I'm calling about such and such case #.
Me: Ok, for *mycustomer* in *some state*
AT: Yeah, I guess so
(at this point, I can tell he's not a happy camper, but I press on)
Me: Well, it looks like PT opened this, because the RAS modem is not working.
AT: I ain't going out there. I can't tell you how often they send me out there for a problem that ain't my problem, it's a phone line issue or waah waah waah....
(I let him whine, loudly, for a few moments, and then cut in)
Me: Well, sir, it is opened as a high severity issue, but if you like...
AT: (getting louder) I told ya, I ain't going out there. It's a five hour drive and when I get there it'll be fine and I ain't doing this. I'm sick of it, and I'm sick of y'all sending me out there for nothing!
Me: Alright sir, no problem. I'm going to have to contact PT, because you'll need to speak to him before we can defer the case, since he opened it.
AT: Fine, call me back when you get him on the phone, then.
He hangs up, I call PT back. At this point, I'm pretty annoyed, because I can't stand when techs refuse to go to site--it's their job, for chrissakes.
Me: Well, the tech is pretty grouchy, and he doesn't want to go to site. He claims it'll probably just be a phone line problem.
PT: I can tell that it isn't, I ran such and such testing and so on...
Me: Well, let me get him back on the phone so you can give him the bad news
*I conference on AT, and get the pleasantries out of the way*
PT: Well, AT, I'm showing that this isn't an issue with the phone line, because I can't do this and that...so....
AT: I TOLD THAT GIRL, I AIN'T GOING OUT THERE! Y'ALL KEEP SENDING ME OUT THERE, AND I DRIVE FOR FIVE HOURS AND WHEN I GET THERE, IT'S EITHER A PHONE LINE ISSUE OR Y'ALL HAVE RESOLVED IT AND DIDN'T BOTHER TO LET ME KNOW. I AIN'T HAVING ANY OF THIS. YOU CAN TAKE THE CONTRACT AND SHOVE IT UP YOUR ASS, CUZ I AIN'T GOING OUT THERE!
PT: Well, sir, I'm sure that it isn't...
AT: NOW LISTEN HERE, I'VE HAD IT UP TO HERE WITH PLANT, AND I AIN'T DEALING WITH YOUR SHIT ANYMORE. Y'ALL CAN TAKE THAT RAS MODEM AND THROW IT IN THE FUCKING TRASH CAN, CUZ I AIN'T GOING OUT THERE. I TOLD HER AND I'M TELLING YOU, Y'ALL CAN STUFF IT. I AIN'T DEALING WITH THIS CRAP. IS THE SITE EVEN DOWN?
(at this point, I've got the phone muted because I'm alternating between cussing myself and laughing my @$$ off at this guy)
PT: I understand if you're frustrated sir, but I haven't called you out there before. I've checked to make sure this isn't a phone company issue, and it is a high severity issue since I can't see the site. I can't tell if the site is down...
AT: WELL, HAS THE CUSTOMER CALLED IN AND SAID IT'S DOWN? NO, THEN DON'T WORRY ABOUT IT. I AIN'T GOING OUT THERE. YOU CAN GET YOUR SUPERVISOR TO CALL ME, I DON'T CARE WHO YOU CONTACT, I AIN'T GOING OUT THERE.
At this point, AT finally just hangs up.
PT: You still there?
Me: Yep, unfortunately.
PT: Well, what's the next step? Is there another tech we can contact?
Me: Oh, I'm calling this guys manager. I want to make sure he gets in trouble for this, because that was completely uncalled for.
PT: You're telling me. Well, let me know what happens.
Me: No problem. Have a good rest of the day.
I just spent the last half hour retelling this to my coworkers, both in person (to the ones who heard me laughing/yelling) and over the IM. I'm still waiting for his manager to call back so I can pitch a fit, and I documented it in the case notes that he was belligerent and swearing.
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