For this call I served as tech support for a cable internet company in NJ.
Me: Blade_Raver
SC: Sucky Customer
Me: Thanks for calling Tech Support, how can I help you?
SC: I haven't been able to access the internet for two weeks. I called you guys 5 times and you never fixed my problem. Your service sucks and I'm going to cancel subscription and get service thru xxxx instead.
Me: Oh? You don't want me to help you troubleshoot your problem?
SC: Fine, if you think you can do it. I'm telling you that you'll fail.
Me: Can I get your name please?
SC: (We'll use a fictitious name) Lyon.
Me: Okay, Lyon, and what is your last name?
SC: My last name is Lyon.
Me: Okay, and what is your first name?
SC: (tells me her first name)
Me: Alrighty, Mrs Lyon. Please go to the cable modem.
SC: Okay, now what?
Me: Which lights are on?
SC: Three lights are on.
Me: Which three lights are on?
SC: I don't know.
Me: Are they labeled? Do they happen to be PC? Power? Cable?
SC: Yeah, whatever.
Me: Okay. Unplug the power cable from the back of the modem box please.
SC: Okay.
Me: All lights are off, right?
SC: Yeah.
Me: Okay. Turn the computer off.
SC: (1-2 mins later) Okay, it's off.
Me: Plug power cable back into the modem. Let me know what the Cable light turns on.
SC: (2-3 mins later) Okay. It's on.
Me: Turn on your computer, attempt to access a web page.
SC: (2-3 mins later) Okay. It works.
Me: Alrighty.
SC: So what was it? Did you guys shut me off or something? Did you infect my computer with a virus?
Me: No, the cable modem's lease on the network expired. (95% of these issues resolved with powercycle)
SC: Whatever that means.
Me: Is there anything else I can assist with?
SC: No. (click)
Another broken customer -- fixed.
That's all the stories I have for now.. If I remember more, I'll be sure to post more.. until then I'll keep reading your stories!
Blade_Raver
Me: Blade_Raver
SC: Sucky Customer
Me: Thanks for calling Tech Support, how can I help you?
SC: I haven't been able to access the internet for two weeks. I called you guys 5 times and you never fixed my problem. Your service sucks and I'm going to cancel subscription and get service thru xxxx instead.
Me: Oh? You don't want me to help you troubleshoot your problem?
SC: Fine, if you think you can do it. I'm telling you that you'll fail.
Me: Can I get your name please?
SC: (We'll use a fictitious name) Lyon.
Me: Okay, Lyon, and what is your last name?
SC: My last name is Lyon.
Me: Okay, and what is your first name?
SC: (tells me her first name)
Me: Alrighty, Mrs Lyon. Please go to the cable modem.
SC: Okay, now what?
Me: Which lights are on?
SC: Three lights are on.
Me: Which three lights are on?
SC: I don't know.
Me: Are they labeled? Do they happen to be PC? Power? Cable?
SC: Yeah, whatever.
Me: Okay. Unplug the power cable from the back of the modem box please.
SC: Okay.
Me: All lights are off, right?
SC: Yeah.
Me: Okay. Turn the computer off.
SC: (1-2 mins later) Okay, it's off.
Me: Plug power cable back into the modem. Let me know what the Cable light turns on.
SC: (2-3 mins later) Okay. It's on.
Me: Turn on your computer, attempt to access a web page.
SC: (2-3 mins later) Okay. It works.
Me: Alrighty.
SC: So what was it? Did you guys shut me off or something? Did you infect my computer with a virus?
Me: No, the cable modem's lease on the network expired. (95% of these issues resolved with powercycle)
SC: Whatever that means.
Me: Is there anything else I can assist with?
SC: No. (click)
Another broken customer -- fixed.
That's all the stories I have for now.. If I remember more, I'll be sure to post more.. until then I'll keep reading your stories!
Blade_Raver
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