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I got an escalation call in tonight from one of my techs. The customer is pissed off because we won't send a technician out to troubleshoot his speed problems with his internet connection.
For a little background, speed troubleshooting requires various steps and if we can't fix it we send it up to our NOC to check the network. If they determine that there is nothing wrong with the network, then we will consider sending a tech out. Sometimes we replace our modem. Sometimes we do both. it all depends on what we find through troubleshooting.
This particular customer has his entire house wired for Ethernet. There are tests we have to run and reports to we have to generate and if the NOC sees anything between the computer and the modem in any of these tests, they will kick it back. This is understandable considering any number of things can cause speed issues. They want us to eliminate as many possible points of failure as we can. We're not going to diagnose this guy's home network issue for him. Let him goto whoever installed it for that.
After explaining the reasons why we can't send a tech out, not to mention the earliest appointment available is late next week due to the holiday weekend, I finally convince him to connect his laptop directly into his modem.
<a couple minutes of silence>
SC: Damnit! The battery isn't working in my laptop. I removed it from the docking station and it shut off. I'll have to get one of my kids' laptops.
Me: That's Ok. Let me know when you're able to connect it to it.
<a few more minutes of silence>
SC: You know what? This is not customer service. I shouldn't have to do this.
Me: I apologize sir, but we need to be able to <cuts me off>
SC: This is NOT customer service. I just want to cancel. Customers shouldn't be made to go through all of this hassle.
Me: <Swapping a cable is a hassle????> Once again, I apologize. We need <cuts me off again>
SC: I said, this is NOT customer SERVICE!!!!!
Me: <at this point, I'm done with trying to help or save him> Well sir, if you'd like to cancel you'll need to call back in the morning and speak with our Accounts department as they're closed for the evening. Was there anything else I could help you with tonight?
SC: You haven't helped me at all.
Me: Then have a good night sir. <click>
All I needed was for him to take the cable out of his router and plug it into his laptop. so we could run a few tests both on his end and mine. 5 minutes tops.
Personally, I'll be glad to be rid of him. I can only the imagine the nightmare it will be when he calls back for help cleaning the porn out of his Browser History before his wife finds it.
CH
For a little background, speed troubleshooting requires various steps and if we can't fix it we send it up to our NOC to check the network. If they determine that there is nothing wrong with the network, then we will consider sending a tech out. Sometimes we replace our modem. Sometimes we do both. it all depends on what we find through troubleshooting.
This particular customer has his entire house wired for Ethernet. There are tests we have to run and reports to we have to generate and if the NOC sees anything between the computer and the modem in any of these tests, they will kick it back. This is understandable considering any number of things can cause speed issues. They want us to eliminate as many possible points of failure as we can. We're not going to diagnose this guy's home network issue for him. Let him goto whoever installed it for that.
After explaining the reasons why we can't send a tech out, not to mention the earliest appointment available is late next week due to the holiday weekend, I finally convince him to connect his laptop directly into his modem.
<a couple minutes of silence>
SC: Damnit! The battery isn't working in my laptop. I removed it from the docking station and it shut off. I'll have to get one of my kids' laptops.
Me: That's Ok. Let me know when you're able to connect it to it.
<a few more minutes of silence>
SC: You know what? This is not customer service. I shouldn't have to do this.
Me: I apologize sir, but we need to be able to <cuts me off>
SC: This is NOT customer service. I just want to cancel. Customers shouldn't be made to go through all of this hassle.
Me: <Swapping a cable is a hassle????> Once again, I apologize. We need <cuts me off again>
SC: I said, this is NOT customer SERVICE!!!!!
Me: <at this point, I'm done with trying to help or save him> Well sir, if you'd like to cancel you'll need to call back in the morning and speak with our Accounts department as they're closed for the evening. Was there anything else I could help you with tonight?
SC: You haven't helped me at all.
Me: Then have a good night sir. <click>
All I needed was for him to take the cable out of his router and plug it into his laptop. so we could run a few tests both on his end and mine. 5 minutes tops.
Personally, I'll be glad to be rid of him. I can only the imagine the nightmare it will be when he calls back for help cleaning the porn out of his Browser History before his wife finds it.
CH
(damn, I haven't had one of those in years...!!! <sigh> and didn't mention it on Fireheart's thread).
. All the interesting and gribbly problems get chucked up a level.
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