Here's a good one. As mentioned in my profile, I'm a tier 3 tech. What does that mean? It means I don't follow a script a la tier 2, nor am I customer service aka tier 1. For the record...
Tier 1 primarily deals with cable issues, but also act as the front lines for bill payments, promise to pay, and a general redirect for other departments. I'm sure they deal with mountains of $h!t.
Tier 2 primarily deals with standard cable internet service. I'm almost certain they get their steps via a script, because rarely is there deviation, but often are there "logic" errors (more on that in future rants, surely).
Tier 3 deals with the tough stuff. Not only do we deal with customers who've probably been transferred 4 times, etc. and are rightfully p!$$3d, we deal with VOIP, advanced cable internet issues, etc. Only we and tier 1 can set up trouble calls, though I question the notes in certain tier 1 trouble calls.
ANYWAY, tier 2 transfers me a customer with a "DHCP server error" issue. I find these both amusing and annoying because what it boils down to is that they've expended their steps and are about to tap the liability bubble, as it were, so it's time to transfer to us...I guess.
It's amusing because they honestly have no idea what we do after that point or what we can access (which is cause for amusing situations whereupon I've caught them in blatant lies), but it's annoying because it generally means that unless they didn't do their legwork (often, unfortunately), I only have a few steps to relay to the customer before an unfortunate system restore or possibly taking it to the computer shop (your wallet says "ouchie").
So I believe the tier 2 agent and take the ticket (despite the fact that I later found a number of lies that I promptly reported in the feedback section) only to experience the following conversation...
Me: "Thank you for calling *Company Name*'s level 3 department. My name is *Gun Sage*, how can I help you?"
Cust: "Um, yes, I have a ticket number."
Me: "Yep, I've got that! It appears you cannot get online, right?"
Cust: "Um, well...I can't turn on my computer."
(pause)
Me: "...Okay. Now, by turn on your computer, you mean you can't bring up your Internet?"
Cust: "No, anytime I try to turn on my computer...well, it doesn't turn on at all."
Me: "...Alright, well, unfortunately, you may have to have that looked at because that could be a failed power supply, cord, etc. Make absolutely sure it's plugged in and-"
Cust: "Well, I did that. In fact, I tried a couple of different plugs, and they didn't work."
(at this point you may be wondering what, if anything, this has to do with cable internet...you'll see)
Me: "Well, ma'am, unfortunately there isn't much I can do about that except to advise you to take that to your local computer shop-"
Cust: "Okay, but...my pc activity light isn't coming on on my modem, so I thought..."
(there it is)
Me: "Well, actually, it's not coming on because it isn't detecting a connection."
Cust: "Oh, I see. Well thanks!"
The customer sounded like a very nice lady, given the circumstances. Granted, that was kind of silly, but the primary reason I list this incident is because it proves just how DECEPTIVE and LAZY our tier 2 agents can be. The sad part is...even tier 1 could've figured this out.
Tier 1 primarily deals with cable issues, but also act as the front lines for bill payments, promise to pay, and a general redirect for other departments. I'm sure they deal with mountains of $h!t.
Tier 2 primarily deals with standard cable internet service. I'm almost certain they get their steps via a script, because rarely is there deviation, but often are there "logic" errors (more on that in future rants, surely).
Tier 3 deals with the tough stuff. Not only do we deal with customers who've probably been transferred 4 times, etc. and are rightfully p!$$3d, we deal with VOIP, advanced cable internet issues, etc. Only we and tier 1 can set up trouble calls, though I question the notes in certain tier 1 trouble calls.
ANYWAY, tier 2 transfers me a customer with a "DHCP server error" issue. I find these both amusing and annoying because what it boils down to is that they've expended their steps and are about to tap the liability bubble, as it were, so it's time to transfer to us...I guess.
It's amusing because they honestly have no idea what we do after that point or what we can access (which is cause for amusing situations whereupon I've caught them in blatant lies), but it's annoying because it generally means that unless they didn't do their legwork (often, unfortunately), I only have a few steps to relay to the customer before an unfortunate system restore or possibly taking it to the computer shop (your wallet says "ouchie").
So I believe the tier 2 agent and take the ticket (despite the fact that I later found a number of lies that I promptly reported in the feedback section) only to experience the following conversation...
Me: "Thank you for calling *Company Name*'s level 3 department. My name is *Gun Sage*, how can I help you?"
Cust: "Um, yes, I have a ticket number."
Me: "Yep, I've got that! It appears you cannot get online, right?"
Cust: "Um, well...I can't turn on my computer."
(pause)
Me: "...Okay. Now, by turn on your computer, you mean you can't bring up your Internet?"
Cust: "No, anytime I try to turn on my computer...well, it doesn't turn on at all."
Me: "...Alright, well, unfortunately, you may have to have that looked at because that could be a failed power supply, cord, etc. Make absolutely sure it's plugged in and-"
Cust: "Well, I did that. In fact, I tried a couple of different plugs, and they didn't work."
(at this point you may be wondering what, if anything, this has to do with cable internet...you'll see)
Me: "Well, ma'am, unfortunately there isn't much I can do about that except to advise you to take that to your local computer shop-"
Cust: "Okay, but...my pc activity light isn't coming on on my modem, so I thought..."
(there it is)
Me: "Well, actually, it's not coming on because it isn't detecting a connection."
Cust: "Oh, I see. Well thanks!"
The customer sounded like a very nice lady, given the circumstances. Granted, that was kind of silly, but the primary reason I list this incident is because it proves just how DECEPTIVE and LAZY our tier 2 agents can be. The sad part is...even tier 1 could've figured this out.
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