I loved this call I had dealing with a 680 error. To those who do not know, a 680 error is where your computer does not detect dial tone when trying to call into the server. So, this man called upset because he kept getting that error message, demanding to have us fix it for him. When I politely explained to him what a 680 error was (after he asked, of course), it was like a bomb had gone off. "What the BLEEP do you mean my dial tone isn't working? I'm talking on that phone number right now!" Well, this number also appeared to have static and crackling, and in my experience with this, that also can cause issues when dialing up on the internet. No matter what I said to this bastard, "Nope! You are not going to convince me that it's my phone or computer. It's your sucky, nasty service!" My next attempt was to also refer him to where he bought the computer, or to an IT help desk number for Microsoft. No, he wasn't going to do that, nor was he going to even take down the number and consider looking into what they might have to say. "I'll just call back and speak to someone else!" I love that line. It's as if when he calls back, a 680 error will mean something totally different.
Interestingly enough, he called back ten minutes later, this time telling the other rep he was getting a 691 error. This error relates to the username and/or password being invalid. Upon checking, it was found this assholish man did not even have his username or password populated in his connection. Yet, when he spoke to me and this other rep, it was his internet provider's fault. Yep, we actually have a way to hack into your computer and wipe your information clean because we have nothing better to do with our time! Please!
I can understand a complaint when it comes to things like slow connection speeds and so forth, but why do customers think that after an explanation is provided to them on something due to carelessness of the customer, and/or human error, these people immediately think their internet provider causes the problem? Sure, I'm happy to get these calls being it keeps me in a job, and I don't mind helping people out. But, be reasonable.
Interestingly enough, he called back ten minutes later, this time telling the other rep he was getting a 691 error. This error relates to the username and/or password being invalid. Upon checking, it was found this assholish man did not even have his username or password populated in his connection. Yet, when he spoke to me and this other rep, it was his internet provider's fault. Yep, we actually have a way to hack into your computer and wipe your information clean because we have nothing better to do with our time! Please!
I can understand a complaint when it comes to things like slow connection speeds and so forth, but why do customers think that after an explanation is provided to them on something due to carelessness of the customer, and/or human error, these people immediately think their internet provider causes the problem? Sure, I'm happy to get these calls being it keeps me in a job, and I don't mind helping people out. But, be reasonable.
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