Friday, October 13, 2006
New lows
People never cease to surprise, here at the ol' tech support desk. A smattering of the issues we've had tonight:
- A customer who's called us upwards of eight times in the last 24 hours before we finally realize that not once has she been at her computer, despite acting like she is. We tell her she needs to be there in order for us to actually help her.
- "What does it mean if your monitor is smoking? Like, in the back? Does it matter if it's been on all week?"
- The customer from the first comment called back and said that there was a problem, but after five minutes, she couldn't describe what that problem was. I checked the logs, and everything I could see indicated that she was connecting just fine, so I told her she just needed to hang up and try again. I then spent eleven minutes telling her she needs to hang up the phone, including at least four minutes explaining that hanging up the phone is not the same thing as putting the handset down on a table. Like... I don't know how to express my incredulity. How is that someone is capable enough to use a phone to call us, but not capable enough to hang the phone up?
- "I can't install Need for Speed 3. I could before. What's up with that?"
- The customer from the first comment called back again. She had successfully connected again since the last time she'd called. As far as she could tell us, there was no problem, no difficulty. The agent could not determine why she'd bothered to call us back. Maybe it was just habit at this point. I don't know.
- A customer who's called us upwards of eight times in the last 24 hours before we finally realize that not once has she been at her computer, despite acting like she is. We tell her she needs to be there in order for us to actually help her.
- "What does it mean if your monitor is smoking? Like, in the back? Does it matter if it's been on all week?"
- The customer from the first comment called back and said that there was a problem, but after five minutes, she couldn't describe what that problem was. I checked the logs, and everything I could see indicated that she was connecting just fine, so I told her she just needed to hang up and try again. I then spent eleven minutes telling her she needs to hang up the phone, including at least four minutes explaining that hanging up the phone is not the same thing as putting the handset down on a table. Like... I don't know how to express my incredulity. How is that someone is capable enough to use a phone to call us, but not capable enough to hang the phone up?
- "I can't install Need for Speed 3. I could before. What's up with that?"
- The customer from the first comment called back again. She had successfully connected again since the last time she'd called. As far as she could tell us, there was no problem, no difficulty. The agent could not determine why she'd bothered to call us back. Maybe it was just habit at this point. I don't know.
# posted by Terry @ 3:43 PM 
