So, I am waiting for a call and one comes in on the wireless support line. The wireless support line is the dept where people call for support on wireless networks we set up within the past 30 days. Our company gives a 30 day warranty on the work done and if there is an issue we do a bit of troubleshooting and if that fails we transfer to the scheduling dept to have the onsite tech come back out. If the person had an onsite job by us done within 30 days it gets automatically routed to this dept, no matter what it was so you can imaging how many calls are misdirects....
If you are familiar with Linksys routers most of them have a yellow button on the front of the router that makes it do an infinite search for Linksys wireless cards in the area. Problem is, once this button is hit the router becomes useless and needs to be completely reset. Our company has a policy that once this yellow button is pressed, or if the reset button is pressed the 30 day warranty is void and a new service call needs to be started if you want it re-set up again. We tell people the first time we come to their house that both buttons are "do not touch" so why should we send someone out for free if THEY blew out all the settings?
Anyway, this gentleman was explaining to me what happened to his network. His network was set up 5 days ago and was working perfectly, and his idiot son comes home from college and instead of taking 5 seconds out and look for the security key for the network, he does, you guessed it - hit the yellow button. I politely inform him he needs to pay for a new service call and of course I get the crap that he shouldn't have to pay in the basis his son didn't realize it would screw up the entire network. Well after a few minutes of this a-hole arguing, he finally tells me he will "try it himself." So I read my closing line he tells me this, "So you're basically going to refuse to help me huh?" I told him it wasn't the case but I also told him in a nice way that policy is policy and just because his son's a moron doesn't mean he's going to get someone out for free. I again read my closing lines and he says "BYE!" and hangs up.
On a side note, I HATE it when a client says stuff like "So you're basically going to refuse to help me huh?" Because even though I was following procedure, our dept's quality manager is a fat, nitpicky b*tch would lower my evaluation scores if the call was audited because "the customer did not leave happy." Whatever.
If you are familiar with Linksys routers most of them have a yellow button on the front of the router that makes it do an infinite search for Linksys wireless cards in the area. Problem is, once this button is hit the router becomes useless and needs to be completely reset. Our company has a policy that once this yellow button is pressed, or if the reset button is pressed the 30 day warranty is void and a new service call needs to be started if you want it re-set up again. We tell people the first time we come to their house that both buttons are "do not touch" so why should we send someone out for free if THEY blew out all the settings?
Anyway, this gentleman was explaining to me what happened to his network. His network was set up 5 days ago and was working perfectly, and his idiot son comes home from college and instead of taking 5 seconds out and look for the security key for the network, he does, you guessed it - hit the yellow button. I politely inform him he needs to pay for a new service call and of course I get the crap that he shouldn't have to pay in the basis his son didn't realize it would screw up the entire network. Well after a few minutes of this a-hole arguing, he finally tells me he will "try it himself." So I read my closing line he tells me this, "So you're basically going to refuse to help me huh?" I told him it wasn't the case but I also told him in a nice way that policy is policy and just because his son's a moron doesn't mean he's going to get someone out for free. I again read my closing lines and he says "BYE!" and hangs up.
On a side note, I HATE it when a client says stuff like "So you're basically going to refuse to help me huh?" Because even though I was following procedure, our dept's quality manager is a fat, nitpicky b*tch would lower my evaluation scores if the call was audited because "the customer did not leave happy." Whatever.
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