Due to our QA requirements, we have to ask the customer for the model # of the modem. That is because on one particular support line, the only way to troubleshoot is via the lights on the modem.
This SC made it seem like I was asking her to build a house or something. Sad thing is, her issue might have been easily resolved but I'll never know.
Me: I'm sorry for the issue you're having, this is a problem I might be able to resolve over the phone. Before we begin, may I please have the model # of the modem?
SC: I'm not giving it to you. I've called before about various issues. Look it up.
Me: Due to the fact that the model # may have changed or if they forgot to put it in the notes, I need you to give me the model # please.
SC: Look it up! I''m not giving it to you again! If the last person didn't put it in their last ticket that's your problem not mine!
Me: Ma'am all you have to do is look at the bottom of the modem and then we can continue....
SC: I'm not giving it to you, sorry!
Me: It's part of my job requirements to ask you to get me the model #, as it makes....
SC: *Cuts me off* I don't care who's requirements it is, I'm not giving it to you! LOOK IT UP!
Me: Ma'am I'm sorry but I cannot effectively troubleshoot without knowing what modem you have....
SC: I want to speak to a supervisor!
Me: Ma'am the sup....
SC: *Cuts me off again* SUPERVISOR!
Me: Please hold....
She told the sup that we're all lazy, incompetent idiots who don't want to take care of the customer properly. When the sup told her on this particular support line that it's a QA requirement that we ask for the model # of the modem she said she's not inconveniencing herself just so our "dumbass" QA dept can check off a box on their sheet. SC then says she wants help with her issue, when the sup said that she needs to get back into the queue to get help for her issue, she started complaining about having to wait again for a tech. That's when the sup had it and said if she would have given the original tech the model # instead of asking to be transferred to a sup just because he was doing his job she wouldn't have had to wait again. SC got pissed, started dropping the S-bomb and F-bomb, said she was thinking about canceling her service and hung up.
All that, just because I asked her for the model # of the modem.
This SC made it seem like I was asking her to build a house or something. Sad thing is, her issue might have been easily resolved but I'll never know.
Me: I'm sorry for the issue you're having, this is a problem I might be able to resolve over the phone. Before we begin, may I please have the model # of the modem?
SC: I'm not giving it to you. I've called before about various issues. Look it up.
Me: Due to the fact that the model # may have changed or if they forgot to put it in the notes, I need you to give me the model # please.
SC: Look it up! I''m not giving it to you again! If the last person didn't put it in their last ticket that's your problem not mine!
Me: Ma'am all you have to do is look at the bottom of the modem and then we can continue....
SC: I'm not giving it to you, sorry!
Me: It's part of my job requirements to ask you to get me the model #, as it makes....
SC: *Cuts me off* I don't care who's requirements it is, I'm not giving it to you! LOOK IT UP!
Me: Ma'am I'm sorry but I cannot effectively troubleshoot without knowing what modem you have....
SC: I want to speak to a supervisor!
Me: Ma'am the sup....
SC: *Cuts me off again* SUPERVISOR!
Me: Please hold....
She told the sup that we're all lazy, incompetent idiots who don't want to take care of the customer properly. When the sup told her on this particular support line that it's a QA requirement that we ask for the model # of the modem she said she's not inconveniencing herself just so our "dumbass" QA dept can check off a box on their sheet. SC then says she wants help with her issue, when the sup said that she needs to get back into the queue to get help for her issue, she started complaining about having to wait again for a tech. That's when the sup had it and said if she would have given the original tech the model # instead of asking to be transferred to a sup just because he was doing his job she wouldn't have had to wait again. SC got pissed, started dropping the S-bomb and F-bomb, said she was thinking about canceling her service and hung up.
All that, just because I asked her for the model # of the modem.
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