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I had the most awesome tech support guy yesterday at work.
It was great, because, in the end, I was dealing with this company for over 2 hours, and I was so frustrated.
It started off when the girl from paint came to me and asked me for help with her printer.
She was trying to change the ink cartridge and kept getting an error. She and another supervisor had been working on it for about 10 minutes already and couldn't get it to work. The supervisor had been called away, so the clerk came and got me. (Of course. who else does anybody call when they have a problem?)
I was pretty sure she had a defective cartridge, but I called tech support because I knew, if that was the culprit, I would need to get a replacement or credit for the bad one.
The first guy was OK, but there was a huge barrier because he had a really thick accent, there was a lot of noise behind me due to paint mixing machines, the phone volume was terrible on my end as well as his, and I can have a tendency to be a bit hard of hearing on the phone.
After over half an hour, he finally concluded that I had a bad cartridge and needed to give him the order number for it so they could issue return authorization for replacement.
I didn't have that info, as it was kept upstairs in the office.
He gave me a number to call back when I had the details.
I got the info and when I tried to call the number he gave me, I got a recorded voice saying, "Thank you for calling. Goodbye," and it would hang up on me.
I called another number. I didn't call the original number, because, when I called the first time, he kept going on about US registration and service and our being a Canadian company, but he could still help me. Instead, I got the phone number from the letterhead on the original invoice.
I punched in my service code and got awesome tech support guy.
He started off by telling me that he wasn't actually the one to help me, as it wasn't the correct department, but because I had entered my code, there must have been a glitch at their end, because it should have automatically taken me to the correct department, so he would do his best to help me.
He knew I was really frustrated already because of the phone hangups, so he didn't want to send me back into the on hold loop of hell, as the company was obviously having phone issues.
He took down all the information, and when he asked me for my email address, I told him that it had the word "warehouse" in it, and spelled it for him I said, "I know you probably know how to spell the word, but you would be surprised by how many people I get complaining because their email bounced and it's because they spelled it wrong. I get them spelling it 'wearhouse' and 'werehouse'."
He laughed so hard at the last one.
He said, "Werehouse. A warehouse that turns into a wolf at night. That's funny. I'm going to laugh about that all day."
I laughed, too and said, "I'm glad I could make your day."
He laughed again.
Like I said, he was awesome.
In the end, he did need to put me on hold, but he said he would hang on with me and check back, because he had some other things to do at his end, and he had been given an automated message telling him that the expected wait time was 10 minutes.
While I had been talking to him, I had another coworker come to me because his printer wasn't working, so I told the guy I was going to put my phone on hold and go see to the other guy's printer issues, but would pick up again in a few minutes from that department. He was cool with that.
I started working on that printer, and was so engrossed in the problem that I didn't even realize I was on hold for over 24 minutes when the guy came back on, apologizing for the wait and explaining that he had sort of forgotten to check back in with me because he was getting paperwork caught up and had no idea that much time had passed.
He said he had no idea what was wrong at the other end, whether it was a phone issue, or they were really that busy.
I said, "That's fine. It's not your fault. I've been busy too and didn't really notice the time either. If it's much longer, I'll just go send for coffee."
He laughed.
After another 10 minutes on hold, he came back to me and said, "I am so sorry. I apologize for this. I don't think there's any point in waiting any longer. I will give you the number to call direct and see if you can get any results."
He told me not to enter my service code this time. Then, he told me that I would be going to their printer support division, but that I would also get a message about TV support, so if I got that message, I was in the right area.
I did that, and got the recorded message welcoming me to printer support, then another message also welcoming me to TV support, and I was informed that the expected wait time was 10 minutes.
In the meantime, as I was sitting there, I happened to notice on the original packing slip that there was a number to call for return authorization. I hadn`t seen that before.
I called and after more time on hold and another slight language barrier, I was finally given all the proper authorizations.
I had also fixed the other clerk`s printer during that time. (Someone had changed the port for the printer, but, of course, nobody would admit to it. It had been looked at by a manager and one of the office girls already, but they couldn`t figure out what was wrong.)
I was just really impressed with that one guy.
He was funny and helpful and actually made me feel like he valued me as a customer.
It was nice to have that after such a crappy overall experience with that company.
It was great, because, in the end, I was dealing with this company for over 2 hours, and I was so frustrated.
It started off when the girl from paint came to me and asked me for help with her printer.
She was trying to change the ink cartridge and kept getting an error. She and another supervisor had been working on it for about 10 minutes already and couldn't get it to work. The supervisor had been called away, so the clerk came and got me. (Of course. who else does anybody call when they have a problem?)
I was pretty sure she had a defective cartridge, but I called tech support because I knew, if that was the culprit, I would need to get a replacement or credit for the bad one.
The first guy was OK, but there was a huge barrier because he had a really thick accent, there was a lot of noise behind me due to paint mixing machines, the phone volume was terrible on my end as well as his, and I can have a tendency to be a bit hard of hearing on the phone.
After over half an hour, he finally concluded that I had a bad cartridge and needed to give him the order number for it so they could issue return authorization for replacement.
I didn't have that info, as it was kept upstairs in the office.
He gave me a number to call back when I had the details.
I got the info and when I tried to call the number he gave me, I got a recorded voice saying, "Thank you for calling. Goodbye," and it would hang up on me.
I called another number. I didn't call the original number, because, when I called the first time, he kept going on about US registration and service and our being a Canadian company, but he could still help me. Instead, I got the phone number from the letterhead on the original invoice.
I punched in my service code and got awesome tech support guy.
He started off by telling me that he wasn't actually the one to help me, as it wasn't the correct department, but because I had entered my code, there must have been a glitch at their end, because it should have automatically taken me to the correct department, so he would do his best to help me.
He knew I was really frustrated already because of the phone hangups, so he didn't want to send me back into the on hold loop of hell, as the company was obviously having phone issues.
He took down all the information, and when he asked me for my email address, I told him that it had the word "warehouse" in it, and spelled it for him I said, "I know you probably know how to spell the word, but you would be surprised by how many people I get complaining because their email bounced and it's because they spelled it wrong. I get them spelling it 'wearhouse' and 'werehouse'."
He laughed so hard at the last one.
He said, "Werehouse. A warehouse that turns into a wolf at night. That's funny. I'm going to laugh about that all day."
I laughed, too and said, "I'm glad I could make your day."
He laughed again.
Like I said, he was awesome.
In the end, he did need to put me on hold, but he said he would hang on with me and check back, because he had some other things to do at his end, and he had been given an automated message telling him that the expected wait time was 10 minutes.
While I had been talking to him, I had another coworker come to me because his printer wasn't working, so I told the guy I was going to put my phone on hold and go see to the other guy's printer issues, but would pick up again in a few minutes from that department. He was cool with that.
I started working on that printer, and was so engrossed in the problem that I didn't even realize I was on hold for over 24 minutes when the guy came back on, apologizing for the wait and explaining that he had sort of forgotten to check back in with me because he was getting paperwork caught up and had no idea that much time had passed.
He said he had no idea what was wrong at the other end, whether it was a phone issue, or they were really that busy.
I said, "That's fine. It's not your fault. I've been busy too and didn't really notice the time either. If it's much longer, I'll just go send for coffee."
He laughed.
After another 10 minutes on hold, he came back to me and said, "I am so sorry. I apologize for this. I don't think there's any point in waiting any longer. I will give you the number to call direct and see if you can get any results."
He told me not to enter my service code this time. Then, he told me that I would be going to their printer support division, but that I would also get a message about TV support, so if I got that message, I was in the right area.
I did that, and got the recorded message welcoming me to printer support, then another message also welcoming me to TV support, and I was informed that the expected wait time was 10 minutes.
In the meantime, as I was sitting there, I happened to notice on the original packing slip that there was a number to call for return authorization. I hadn`t seen that before.
I called and after more time on hold and another slight language barrier, I was finally given all the proper authorizations.
I had also fixed the other clerk`s printer during that time. (Someone had changed the port for the printer, but, of course, nobody would admit to it. It had been looked at by a manager and one of the office girls already, but they couldn`t figure out what was wrong.)
I was just really impressed with that one guy.
He was funny and helpful and actually made me feel like he valued me as a customer.
It was nice to have that after such a crappy overall experience with that company.