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...she's going to have to try hard than that. I work in TECH SUPPORT, dammit.
Anyway, got this lady last night who calls up with a specific error # on her satellite tv. This particular error, nine times out of ten, means the customer has the power supply for the satellite, which is a little black box somewhere in their house, unplugged or has a loose cable to it. Normally, this is a simple matter. Of course, this time it wasn't. I tell her what the issue is and she immediately comes back with: "What power supply? I never gave the technician permission to install one in my home!"
Um...ok...what was the satellite supposed to run off of then? But whatever...I tell her it's essential for the system to work and she huffs and puffs about having to actually move her ass to look for it. The tech who did her install noted that he had installed it in her bedroom. More BS about 'why would he put it in my bedroom? That's not our main room! He should have shown it to me when he put it in!' (he probably did, techs hate service calls for this stupid issue more than we do) blah blah before she declares that she can't find it. I try to encourage her to check all the electrical outlets in her home because the damn thing has to be plugged in somewhere - she gives it a good 30 seconds then insists she has. 
Fine, I am done with her uncooperative ass. I'm about to set her up with a service call, praying that it will take ten days because I'm petty like that, and it turns out she has to be assigned a case manager. If our customers have had recent service calls or receiver replacements their accounts are automatically escalated this way. This is completely out of my hands - any service calls, etc have to be set up by a case manager now. I can beat my computer with a hammer and it still isn't going to give her a service call.
The best thing is (for me, anyway) that it's late at night so she isn't even going to speak to a case manager til tomorrow, which puts off her service call until whenever. There was once a time when I was a better person and this wouldn't have filled my heart with joy...
Should have actually checked your outlets, lady, cause this could have been resolved in under five minutes.
So I present her with her case management options and for the next ten minutes she complains in my ear about what a terrible service we provide, that I will override this for her right now and get her set up with a service call for tomorrow! Whoa, slow your roll, princess. Even if I had been able to set her up a service call it probably wouldn't have been until Monday.
In my best fake polite voice with my best fake sincerity I politely tell her hell no, it's case management or nothing, until she comes out with this gem: "YOU ARE UTTERLY USELESS!"
Oh, the pain. I rolled my eyes, ignored her remark and started to repeat myself again and she tells me to get my supervisor on the line, and her voice is so maliciously happy that I can tell she expects me to burst into tears and beg her for mercy. Please, I was so freaking happy I wouldn't have to talk to her anymore that I nearly burst into glorious song. Oh man, was she mad when she realized I wasn't upset...that's when she started to lose it and insult me after every sentence. I told her to wait while I put in some notes and she starts snapping about that, then we had a queue on the supervisor line and she had to hold for five minutes....teeheehee. I finally got the 'supervisor' on the line and he sounded like he was already a bad mood and was absolutely thrilled to hear what I had for him.
I checked back on her account later and she hated the supervisor so much that she asked for his manager. Heads up...our 'supervisors' aren't actually sups, they're specialists trained for complaints, and their 'managers' are whatever person sitting on their row who isn't busy.
Needless to say, she got stuck waiting for her case manager.
Anyway, got this lady last night who calls up with a specific error # on her satellite tv. This particular error, nine times out of ten, means the customer has the power supply for the satellite, which is a little black box somewhere in their house, unplugged or has a loose cable to it. Normally, this is a simple matter. Of course, this time it wasn't. I tell her what the issue is and she immediately comes back with: "What power supply? I never gave the technician permission to install one in my home!"
Um...ok...what was the satellite supposed to run off of then? But whatever...I tell her it's essential for the system to work and she huffs and puffs about having to actually move her ass to look for it. The tech who did her install noted that he had installed it in her bedroom. More BS about 'why would he put it in my bedroom? That's not our main room! He should have shown it to me when he put it in!' (he probably did, techs hate service calls for this stupid issue more than we do) blah blah before she declares that she can't find it. I try to encourage her to check all the electrical outlets in her home because the damn thing has to be plugged in somewhere - she gives it a good 30 seconds then insists she has. Fine, I am done with her uncooperative ass. I'm about to set her up with a service call, praying that it will take ten days because I'm petty like that, and it turns out she has to be assigned a case manager. If our customers have had recent service calls or receiver replacements their accounts are automatically escalated this way. This is completely out of my hands - any service calls, etc have to be set up by a case manager now. I can beat my computer with a hammer and it still isn't going to give her a service call.
The best thing is (for me, anyway) that it's late at night so she isn't even going to speak to a case manager til tomorrow, which puts off her service call until whenever. There was once a time when I was a better person and this wouldn't have filled my heart with joy...
Should have actually checked your outlets, lady, cause this could have been resolved in under five minutes.So I present her with her case management options and for the next ten minutes she complains in my ear about what a terrible service we provide, that I will override this for her right now and get her set up with a service call for tomorrow! Whoa, slow your roll, princess. Even if I had been able to set her up a service call it probably wouldn't have been until Monday.
In my best fake polite voice with my best fake sincerity I politely tell her hell no, it's case management or nothing, until she comes out with this gem: "YOU ARE UTTERLY USELESS!"
Oh, the pain. I rolled my eyes, ignored her remark and started to repeat myself again and she tells me to get my supervisor on the line, and her voice is so maliciously happy that I can tell she expects me to burst into tears and beg her for mercy. Please, I was so freaking happy I wouldn't have to talk to her anymore that I nearly burst into glorious song. Oh man, was she mad when she realized I wasn't upset...that's when she started to lose it and insult me after every sentence. I told her to wait while I put in some notes and she starts snapping about that, then we had a queue on the supervisor line and she had to hold for five minutes....teeheehee. I finally got the 'supervisor' on the line and he sounded like he was already a bad mood and was absolutely thrilled to hear what I had for him.
I checked back on her account later and she hated the supervisor so much that she asked for his manager. Heads up...our 'supervisors' aren't actually sups, they're specialists trained for complaints, and their 'managers' are whatever person sitting on their row who isn't busy.
Needless to say, she got stuck waiting for her case manager.
Did I just type that?
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