I had a lady yesterday who called about a message she received when trying to connect to the internet. The message kept telling her that her modem could not be detected, and I again and again told her that we as her internet provider are not responsible for her computer, let alone we cannot troubleshoot hardware problems because of liability issues. Now,this lady did not provide me with her account information, nor did she give me anything that would be helpful with the last time she called in to our department.
"Well, the last time I called, one of your reps told me how to fix this same problem. I want to speak to him." The thing was, she could not provide this rep's name, and again would not give me her account information to look it up. I told her that if she had a rep that did that, then she spoke to someone who broke the rules and provided assistance that we are not supposed to provide. "So, you're saying you have incompetent reps that are providing unlawful assistance?"
I would not bite, instead saying, "I cannot verify that for a fact since you refuse to provide your account information. If you would like to provide that, then I could reference the notations that would have been made on your account showing this rep actually assisted you with your modem issues." She again refused to give me her account information, again saying that someone in our department helped her with this, and that I needed to give her that rep. I guess I was supposed to somehow gaze into my crystal computer, or my crystal phone, and actually sift through this woman's mind until I found out who she spoke to. Instead, she just hung up, angry at my politeness and my not yelling back at her.
I have heard other stories with friends of mine who also do internet support, and what I discovered was many people pull crap like this because they know they're going to have to pay a technician lots of money for something they think their internet provider is better suited with fixing for free. Good luck being I'm not going to tell you something that messes up your computer.
"Well, the last time I called, one of your reps told me how to fix this same problem. I want to speak to him." The thing was, she could not provide this rep's name, and again would not give me her account information to look it up. I told her that if she had a rep that did that, then she spoke to someone who broke the rules and provided assistance that we are not supposed to provide. "So, you're saying you have incompetent reps that are providing unlawful assistance?"
I would not bite, instead saying, "I cannot verify that for a fact since you refuse to provide your account information. If you would like to provide that, then I could reference the notations that would have been made on your account showing this rep actually assisted you with your modem issues." She again refused to give me her account information, again saying that someone in our department helped her with this, and that I needed to give her that rep. I guess I was supposed to somehow gaze into my crystal computer, or my crystal phone, and actually sift through this woman's mind until I found out who she spoke to. Instead, she just hung up, angry at my politeness and my not yelling back at her.
I have heard other stories with friends of mine who also do internet support, and what I discovered was many people pull crap like this because they know they're going to have to pay a technician lots of money for something they think their internet provider is better suited with fixing for free. Good luck being I'm not going to tell you something that messes up your computer.
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