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On the modems that we use for our service, once the power light goes red and won't go back to green.... for all intents and purposes it's dead.
This actually happened some time ago, but I just forgot to post it. Sad part is, she had a service plan that would cover modem replacements.
SC calls in to report a solid red light on her modem. She asked if there is problems in the area (Common question), but the way she asked it was kind of in a snooty way. Anyway....
Me: *After doing the only things that would eliminate a red light and failing* I'm sorry but it appears this modem is fried, we're going to have to replace it.
SC: No. It was working just fine yesterday. I just want this fixed so I can get online.
Me: Like any man made mass produced electronic item, things can work fine one day and not the next. Anyway, as you have the service plan you will not be charged for the modem....
SC: Can't you just fix the one I have? I need this working.
Me: No, the only way to "fix" a solid red power light is to ship you a replacement modem.
SC: Can I speak to another tech? I want a 2nd opinion, I feel you're just trying to take the easy way out instead of fixing my issue.
Me: We can't transfer between techs, and even if I could as soon as they see my notes they will see that the modem is defective and needs to be replaced.
SC: So there's nothing else you can do?
Me: Replace your modem, for FREE under your service plan.
SC: At this point I think a manager needs to get involved.
Me: Ma'am my manager would say the same thing....
SC: I want to speak to a manager!
So I transferred to a sup. Sup told me that SC said I had a "my shit don't stink attitude" and that she wanted me reprimanded. Sup listened to the call, and said not to worry.
Oh, and the modem? She caved and consented to having the modem shipped to her but whined that she had to go to the library to surf the net.
This actually happened some time ago, but I just forgot to post it. Sad part is, she had a service plan that would cover modem replacements.
SC calls in to report a solid red light on her modem. She asked if there is problems in the area (Common question), but the way she asked it was kind of in a snooty way. Anyway....
Me: *After doing the only things that would eliminate a red light and failing* I'm sorry but it appears this modem is fried, we're going to have to replace it.
SC: No. It was working just fine yesterday. I just want this fixed so I can get online.
Me: Like any man made mass produced electronic item, things can work fine one day and not the next. Anyway, as you have the service plan you will not be charged for the modem....
SC: Can't you just fix the one I have? I need this working.
Me: No, the only way to "fix" a solid red power light is to ship you a replacement modem.
SC: Can I speak to another tech? I want a 2nd opinion, I feel you're just trying to take the easy way out instead of fixing my issue.
Me: We can't transfer between techs, and even if I could as soon as they see my notes they will see that the modem is defective and needs to be replaced.
SC: So there's nothing else you can do?
Me: Replace your modem, for FREE under your service plan.
SC: At this point I think a manager needs to get involved.
Me: Ma'am my manager would say the same thing....
SC: I want to speak to a manager!
So I transferred to a sup. Sup told me that SC said I had a "my shit don't stink attitude" and that she wanted me reprimanded. Sup listened to the call, and said not to worry.
Oh, and the modem? She caved and consented to having the modem shipped to her but whined that she had to go to the library to surf the net.
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