Thursday, January 04, 2007
Hotmail and you
We'll get calls from time to time in which a user has confused some part of the internet with their internet provider. That's no problem. In most cases, a quick explanation helps clear things up, and we can point the user in the right direction for support. For example, if someone calls about having trouble logging into a poker site, but everything else with their connection appears to be fine, we'll explain that the user's best bet is to contact the poker site directly. For most of our callers, that is sufficient.
There are exceptions, though. One lady has called numerous times in the past 12 months about her Hotmail address. Each time, it's clear that she doesn't really get the net in general, as each time she calls, we end up having to explain that we aren't Hotmail and we don't know what her Hotmail password is, or that we can't change her Hotmail email address, or that we don't know if Hotmail is having a technical problem.
Today was more of the same from her, which I suppose isn't too bad, since it's a really easy issue to solve (or not solve, as the case tends to be with her). But she had a few extra comments today:
Caller: "I'm a retired teacher and I don't want to have anyone over here to help me because... because I just don't!"
Caller: "I do have a number for someone. It's Joe. He's at 555-1234."
Me: "Uh, ok."
Caller: "Is he any good?"
Me: "I have no idea who that is. I don't know."
Caller: "Oh."
If we ever develop omniscience, we'll make a killing in the building goodwill department.
There are exceptions, though. One lady has called numerous times in the past 12 months about her Hotmail address. Each time, it's clear that she doesn't really get the net in general, as each time she calls, we end up having to explain that we aren't Hotmail and we don't know what her Hotmail password is, or that we can't change her Hotmail email address, or that we don't know if Hotmail is having a technical problem.
Today was more of the same from her, which I suppose isn't too bad, since it's a really easy issue to solve (or not solve, as the case tends to be with her). But she had a few extra comments today:
Caller: "I'm a retired teacher and I don't want to have anyone over here to help me because... because I just don't!"
Caller: "I do have a number for someone. It's Joe. He's at 555-1234."
Me: "Uh, ok."
Caller: "Is he any good?"
Me: "I have no idea who that is. I don't know."
Caller: "Oh."
If we ever develop omniscience, we'll make a killing in the building goodwill department.
# posted by Terry @ 6:57 AM 
