Damn, who pee'd in your cereal? (Long - sorry)

[sld72382]

This was one of my first calls on Saturday. Either he had thread title happen to him, or he had a fight with his wife or something but damn....

Basically, store reloaded his computer back to factory settings but didn't put some icons back on the desktop. No biggie, I figured. He wanted the icon for windows explorer put back on his desktop.

For anyone who knows anything about computers, when you click on say My Documents etc or click start > search and search for anything you're essentially opening up windows explorer. NOTE: people who don't know much about computers sometimes refer to internet explorer as windows explorer.

Another thing is that on this new dept, the actual troubleshooting is done by remote chat agents - not us. No matter how tiny, we can't troubleshoot (Otherwise we get written up). Tier 1 transfers to us with basic info. We gather the detailed info, log into the customer's PC, register their plan, then transfer the session to a remote agent who does the actual work. In short we're dispatchers now.

This customer was an SC almost as soon as the Tier 1 agent transferred him to me.....

SC: I need a shortcut to windows explorer placed on my desktop after the store reloaded my computer.

Me: You want the icon to get you online placed on your desktop, correct?

SC: NO! Are you telling me you don't know the difference between internet explorer and windows explorer?!

Me: I see, you're referring to that explorer.

SC: Yes, and do you even know what it is?!

Me: It's the part of windows that lets you search for files, etc. One thing I want to mention, when you click on say My Documents etc or click start > search and search for anything you're essentially opening up windows explorer. You don't really need a desktop shortcut for it. That said, if you really do want an icon for it....

SC: (Cuts me off) LISTEN HERE! YOU NEED TO LEARN SOME CUSTOMER SERVICE! IF I WANT AN ICON FOR SOMETHING PLACED ON MY DESKTOP, THAT'S WHAT I WANT! YOU HAVE ABSOLUTELY NO SAY IN TELLING ME, THE CUSTOMER, WHAT I NEED AND SHOULD HAVE ON MY COMPUTER!

Me: Well I was just giving you some info sir, that said because you do want this icon on your desktop.....

SC: (Again cuts me off) NO YOU'RE NOT "GIVING ME INFO," YOU'RE ARGUING! THAT'S IT, YOU JUST RUINED MY DAY! I WANT TO SPEAK TO SOMEONE ELSE WHO IS WILLING TO HELP ME!

Me: Well I am willing. Let me tell you how the support channel is going to work...

SC: (Cuts me off again) I DON'T CARE! TRANSFER ME TO A DIFFERENT TECH NOW!

Me: Well I was going to tell you how the....

SC: (Again with cutting me off) TRANSFER ME TO A DIFFERENT TECHNICIAN!

Me: Sir, if you let me explain....

SC: (Yep, cut me off) THAT'S IT, I'M GOING TO REPORT YOU! GET ME YOUR SUPERVISOR NOW!

Me: Please hold....

A sup got on the line, and client basically yelled that I was a know-it-all, that I was argumentative and that I ruined his day. All because of one icon. Said sup told me that he had my back if SC did report me because "he was a moron" (Sups words, not mine).

Anyway, after the sup took the call I got back on the line. Was he calmed down? Barely....

SC: What are you doing on the line still? I want someone else!

Me: Sir, please let me explain how the support channel works.... *finally lets me explain the process of transferring to a remote chat agent.*

SC: Well that's just GREAT! I CAN'T BELIEVE IT TAKES THREE FUCKING PEOPLE TO GET A SIMPLE ISSUE TAKEN CARE OF!

Me: The reason my department exists is because....

SC: (Back to cutting me off) I DON'T WANT TO HEAR ABOUT WHY YOU ARE HERE! I JUST WANT TO TALK TO SOMEONE WHO CAN HELP ME!

Me: Well, if I log into your system, get your plan registered I get you over to a remote chat agent that can help you with your problem.

SC: I don't want to speak to a remote chat agent, I want a LIVE agent!

Me: Even if I picked one out who has phone access, they only stay on the phone long enough to get the important info, once that is done they hang up and continue troubleshooting remotely.

SC: THIS IS BULLSHIT! Now please, do as I asked and transfer me to someone else! I'm done with you!

Me: Unfortunately, we do not have authorization to transfer between techs in this dept. If you'd like you can hang up and call back....

SC: You know what, if this is what I have to go through for something simple like a shortcut icon, what would I have to face if I had a serious issue like a virus?!

Me: Sir I don't see anything wrong with what I said, I merely told you on how the process for support works.

SC: You know what? I think I'm going to return this plan and get my fucking money back.

Me: Because you bought the plan by itself it's considered prepaid labor and is NOT refundable.

SC: Well then I'll be contacting my credit card company. BYE!

*Click.*

Yes, I know that was long. All that SC-ness over a desktop shortcut.

[RootedPhoenix]

O_o Wow. *hands over cookies*

[slavetotheman]

SC: I need a shortcut to windows explorer placed on my desktop after the store reloaded my computer.

Me: You want the icon to get you online placed on your desktop, correct?

SC: NO! Are you telling me you don't know the difference between internet explorer and windows explorer?!

If it were me, I probably would've responded with something like "No, sir, I do, but in my experience many of our customers actually mean Internet Explorer, so I had to ask to be sure we were providing you the service you needed." He might take exception to this (since he is such a computer expert and knows what he wants, after all) but that's easy enough to move past (I'd hope!). Also, to be perfectly honest, the part where you explain "you don't really need it" does come off as a little bit contrarian; he might have multiple drives or folders outside of My Documents he needs to access regularly, where going to My Documents or using the Search function would add extra unnecessary steps to getting to the path he really wants to view. (Granted, in the case of multiple drives, going to My Computer should do the trick but whatever.)

You're probably right, he must've been wound up over something else before he got through to you. All the same, he could have put on his big boy pants and communicated his wishes in a calm, sane, rational manner without yelling or being rude.

[Geek King]

You're probably right, he must've been wound up over something else before he got through to you. All the same, he could have put on his big boy pants and communicated his wishes in a calm, sane, rational manner without yelling or being rude.

I'm not so sure. I've run accross a lot of SCs that, when found in a situation where they have little (or no) knowledge, get pissed off. It always seemed silly to me. I really don't know how anyone would know everything--though I've known some who think they do.

[Hanzoku]

Well, if he wants to tank his credit rating by committing fraud, more power to him. >_>

[Kogarashi]

he might have multiple drives or folders outside of My Documents he needs to access regularly, where going to My Documents or using the Search function would add extra unnecessary steps to getting to the path he really wants to view. (Granted, in the case of multiple drives, going to My Computer should do the trick but whatever.)

My preferred method, once I realized I could do it, is to right-click the Start button and then just hit "explore." Boom, Windows Explorer. Now that I have Windows7, it even helpfully says "Open Windows Explorer" instead.

Sounds like the dude got some bug up his butt and wouldn't be happy until he spread the misery.

[truthless86]

OMG... that fucktard needs to have many, many nasty things done to him. And his computer privileges, REVOKED forever.

[Captain Trips]

Really! If he's such an expert, how come he can't right-click on his own desktop, chose new/shortcut, and type in "Windows Explorer" in the shortcut text box?

Or, sys-E (sys being the System key, the one with a picture of a window on it.)


Although I can concede him one point - why does he have to deal with three different people, on a call that sounds like it could take some length of time, to just do the five-second procedure I outlined above? Sounds like the system you are part of is designed to make customers infuriated!

[sld72382]

Although I can concede him one point - why does he have to deal with three different people, on a call that sounds like it could take some length of time, to just do the five-second procedure I outlined above? Sounds like the system you are part of is designed to make customers infuriated!

Here's how it goes:

1: Tier 1 / sales dept: Gathers brief info on problem, transfers to us.

2: We get the call from T1 / sales, and first we make sure that what's being sent to us is something that can actually be solved by a remote chat tech, or needs to go to the store or have an onsite tech be send out. Once we figure this out, we log into the customer's system, get their plan registered/signed in, and then transition the session to a remote chat agent.

3: Remote chat agent takes the session and begins troubleshooting the machine.

So besides being simply dispatchers now, we in essence are a "buffer" to make sure no junks calls get sent to the remote chat agents. Before our dept existed, they were getting tons of junk calls that couldn't be solved by them. Our upper management has tried to get authorization for us to do "quick fix" troubleshooting (so we don't have to waste customers' time for things that will take all of 5 minutes), but the corporate honchos said "No, we only want the remote techs doing it."

[emax4]

I think at some point, probably earlier, I would have just snapped and yelled, "IF YOU WANT GOOD CUSTOMER SERVICE, THEN BE A GOOD CUSTOMER AND STOP INTERRUPTING ME! If you're going to continue acting like this, I'm hanging up..". that should put the ball in his court and his next action determines the (lack of ) length of the call

[Raveni]

Hi there. If you don't know how to create a shortcut without calling tech support, you have no room to complain if they imply you are moron. They are being polite by not saying it outright.

[Elspeth]

OFF TOPIC

Or, sys-E (sys being the System key, the one with a picture of a window on it.)

*tries this* DUDE! I didn't know you could do that!!! Thank you. Yay I have learned something today.

Ends OFF TOPIC

[teh_blumchenkinder]

... you're what amounts to a help desk... and he's complaining at the top of his lungs that you're a know-it-all? /brainsplody
This is a good one!

[ArcticChicken]

Wait. He doesn't know how to put a shortcut on his desktop? Why is this man allowed near a computer?

[Andara Bledin]

I thought pretty much, well, half the buttons on the desktop after a fresh install were essentially Explorer buttons. >_<

^-.-^