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Before I go back to lurking, leaving a few more tales from call center tech support ( i work for satellite tv)
I actually only got the pleasure of speaking to this gentleman briefly, so what went on before was pieced together by notes on his account and my coworkers who had to suffer through it all before me.
Surly Sir, Call One: I want to cancel my hd (hi definition) access! You thieves are charging me ten dollars a month for this crap and it doesn't even look like hd! Take it off my account!
Agent/Victim #1: Actually sir, we can't remove hd access; it's a requirement if you have hd equip -
Surly Sir:
(I don't know exactly what happened, but he was apparently so obnoxious that someone overruled policy and took the hd access off his account).
Call Two
Surly Sir: You unbelievable buffoons removed channels from my account! Return them immediately and give me a credit for my pain and suffering!
Agent/Victim 2: Um, actually Sir, I see hear that you removed hd access and those channels are only in hd -
Surly Sir: *slams down phone*
Call is noted as customer educated as to cause of missing channels - disconnected call.
Calls Three, Four, and Five are all variations of call two. One agent gets Surly Sir to stay on the phone long enough to explain to him with the loving patience of a kindergarten teacher that said channels are only available in high definition. There is no standard definition version. If he wants them back he needs to pay for high definition access, which is ten dollars per month. According to the increasingly colorful notes on the account, Surly Sir pronounces our tech support agents liars and incompetent, insists his satellite receiver is broken, and wants a service call. Unimpressed, the last agent he speaks to me before me gives him a politely worded 'hell no' and the phone is slammed down once more.
There's no way this guy is that stupid. Clearly, he thinks if he bitches enough, we will decide that he is so great that we will just return his hd access and not charge him for it, because it's not like we're a business or anything....
Call Six:
mysticgirl: Thank you for calling The Biggest Satellite Company Ever, my name is -
Surly Sir: I don't want to talk to you! GET ME YOUR SUPERVISOR RIGHT NOW!!!!
mysticgirl: Yay! (thankfully the mute button was on when I expressed that sentiment).
I unmuted the phone to ask him per our stupid required policy if he was really sure he wanted a supervisor and couldn't I just pretty please help him because I haven't had my daily quota of verbal abuse yet and was delighted when he refused by loudly yelling in my ear about our inadequacy. I transferred him over to an equally surly supervisor. Sadly we aren't privy to supervisor notes but when I checked the account later it looks like the supervisor cancelled some of his services and refused to give him any credits. Double yay!
I actually only got the pleasure of speaking to this gentleman briefly, so what went on before was pieced together by notes on his account and my coworkers who had to suffer through it all before me.
Surly Sir, Call One: I want to cancel my hd (hi definition) access! You thieves are charging me ten dollars a month for this crap and it doesn't even look like hd! Take it off my account!
Agent/Victim #1: Actually sir, we can't remove hd access; it's a requirement if you have hd equip -
Surly Sir:
(I don't know exactly what happened, but he was apparently so obnoxious that someone overruled policy and took the hd access off his account).
Call Two
Surly Sir: You unbelievable buffoons removed channels from my account! Return them immediately and give me a credit for my pain and suffering!
Agent/Victim 2: Um, actually Sir, I see hear that you removed hd access and those channels are only in hd -
Surly Sir:
*slams down phone* Call is noted as customer educated as to cause of missing channels - disconnected call.
Calls Three, Four, and Five are all variations of call two. One agent gets Surly Sir to stay on the phone long enough to explain to him with the loving patience of a kindergarten teacher that said channels are only available in high definition. There is no standard definition version. If he wants them back he needs to pay for high definition access, which is ten dollars per month. According to the increasingly colorful notes on the account, Surly Sir pronounces our tech support agents liars and incompetent, insists his satellite receiver is broken, and wants a service call. Unimpressed, the last agent he speaks to me before me gives him a politely worded 'hell no' and the phone is slammed down once more.
There's no way this guy is that stupid. Clearly, he thinks if he bitches enough, we will decide that he is so great that we will just return his hd access and not charge him for it, because it's not like we're a business or anything....
Call Six:
mysticgirl: Thank you for calling The Biggest Satellite Company Ever, my name is -
Surly Sir: I don't want to talk to you! GET ME YOUR SUPERVISOR RIGHT NOW!!!!
mysticgirl: Yay! (thankfully the mute button was on when I expressed that sentiment).
I unmuted the phone to ask him per our stupid required policy if he was really sure he wanted a supervisor and couldn't I just pretty please help him because I haven't had my daily quota of verbal abuse yet and was delighted when he refused by loudly yelling in my ear about our inadequacy. I transferred him over to an equally surly supervisor. Sadly we aren't privy to supervisor notes but when I checked the account later it looks like the supervisor cancelled some of his services and refused to give him any credits. Double yay!
told
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