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  • #1

    What do you want me to do about it?

    I was at drive up this morning and this woman drops the tube and she goes off telling me, "i don't like the way this is set up" as if I made the damn thing!
    I just shrugged my shoulders and just ignored her cause I wasn't going to get into a fight with her with something i have nothing to do with. After that, i take care of her and tell her my speal. I swear, does anyone have those customers who will bitch to YOU about this as if YOU did or made it?
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  • #2
    my personaly favorite... along the same lines, is the guests that will demand a discount because the weather was bad and they didn't get as good of a view because of it...
    If you wish to find meaning, listen to the music not the song

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    • #3
      One thing I get all the time (yes, technical issue) is customers complaining because X Box Live sent them to us, we sent them back, etc. This is frustrating for me because...

      - I have an X Box, but I've never bothered checking into X Box Live. Therefore, I don't have first hand experience with this.
      - It is technically outside of our support boundaries. Worse still, when customers are bounced back to us, X Box Live support doesn't tell them exactly what they need from us.
      - The customer has typically been bounced back and forth SO many times by the time they reach me that they've already achieved meltdown. If I tell them to go back, I know they're going to break the sound barrier with a barrage of obscenities.


      So what's the eternal problem? Ultimately, it's a problem of viewpoints and liability.

      Our view

      As the ISP, we provide a connection for the customer. We also have attractive home networking packages, whereupon we provide a modem/wireless router combo. In some areas, we even provide separate wireless routers. The point? That's about it. We are concerned with the connection. For example, if you call up because you can't get online, we are obligated to take a number of steps to attempt to get you on.

      If you're calling up because you can't download MP3s, your peer to peer client (assuming it's not provided by us) isn't working, or what have you, hit the bricks. Not our problem. This has been a pretty well understood thing, but then X Box Live comes along and we do NOT support it because, though there are ways to make it work with our wireless routers, we are under the impression that X Box Live is to provide ALL details to the customers as far as how to do that.

      PROBLEM: What if the customer doesn't know how to get into their router? For that matter, what if the customer needs help navigating the router? What if, in the process of X Box Live doing their best to walk the customer through the router, the customer "oopsies" and the router is BLARG'd? All good questions...

      Their View

      As the customer's ISP, we need to help the customer get into the router and adjust the settings. End of story.

      ...

      WAIT. I believe I see a problem here, do you? The problem I see is that the customer is NOT given information as far as "Yeah you need to register the mac addresses in the modem," "Basically, you need to open these ports in the modem," or anything specific like that. No, the customer is given the bum's rush right back to us with little or no data.

      Honestly, I'm not sure what they pay X Box Live support, but it's too much.


      Edit: BTW...if there are any X Box Live support reps here, I really would like to know EXACTLY what it is you need us to do. If there's ANY way at all we can come together on this, I can relay it to our department so that it will technically be inside our support boundaries.
      You can find me on Backloggery, Facebook, Twitch, Twitter, YouTube

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      • #4
        I don't like the whole drive-through setup, either. That's why I go inside.
        I don't go in for ancient wisdom
        I don't believe just 'cause ideas are tenacious
        It means that they're worthy - Tim Minchin, "White Wine in the Sun"

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        • #5
          Re: Routers setups, XBox Live, etc

          First off, XBox Live doesn't train their reps nearly as well as they should. That whole fiasco with accounts being compromised a couple of months back? The reps were volunteering personal information when people would call in claiming to be the account holders.

          As for ISPs and router configurations, why don't the ISPs have FAQs on their sites about common set-up requirements for things like XBox Live, or just home networking? I can say from (vicarious, thankfully) experience, that the first tier tech support knows crap all about it. (have I mentioned recently how awful Earthlink's tech support is these days?)

          ^-.-^
          Faith is about what you do. It's about aspiring to be better and nobler and kinder than you are. It's about making sacrifices for the good of others. - Dresden

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          • #6
            I should point out, as an X-Box Live user, Sony Home (PS3 Network) user, and home wireless network user, that all the information you need to know is in the Live documentation and router documentation. All the customer should need to know is maybe the info about how to set up the router, or maybe the WEP key to input into the system if it's wireless. Heck, if you're using a physical cable, the thing almost sets itself up once you tell it too on the X-Box control panal.


            Of course, we all know how fond customers are of reading documentation when they can just run to someone and whine.

            PS- The X-Box was my first attempt to setting up a network from scratch outside of a classroom, so you can't give me this "You're more experienced than them" foolishness. I now have a network for two computers, the X-Box 360 (wireless), PS3, and PSP (wireless). One of these days, I'm going to sit down and figure out how to use Vista and my 360 to make a media center to play video files on the TV. Anyone know a good reference site?
            The Rich keep getting richer because they keep doing what it was that made them rich. Ditto the Poor.
            "Hy kan tell dey is schmot qvestions, dey is makink my head hurt."
            Hoc spatio locantur.

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            • #7
              Oh yeah, I get customers who bitch at me about the wait time for customer service to request repairs - they can leave a message, but they'd rather speak to a live person who will take their request.

              The problem is that it takes just about twice as long since people are waiting vs leaving a message. The voice system can look up the information and page the tech. But nooooo, they want to wait for a live person. Of course, then that person has to get off the phone, contact the tech and give them the information, so that's one less person who can answer the incoming calls. Today's wait time was 24 minutes. I know because I had to call the customer service line to request a repair for a machine in our office. I could have circumvented it and just called one of the service managers, but I'm supposed to call it into the customer service center.

              I even explained to a few customers today that even I had to call and wait, so we're not exempt. But they still bitch anyway.

              The usual wait time is about 5-10 minutes.

              Oh, and a lot of people wanted to know why the hell there was such a huge wait time..Um..I dunno, maybe lots of people calling in for service? I'm not in the center so I have no clue.
              Random conversation:
              Me: Okay..so I think I get why Zoro wears a bandana
              DDD: Cuz it's cool
              So, by using the Doctor's reasoning, bow ties, fezzes and bandanas are cool.

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              • #8
                re: Xbox connections

                as an ISP, our requirements are, for us to support you, you need to have a Windows or MAC OS system. If you have anything else, we can give you the sittings, but we can't tell you what to where to stick them.



                When I worked tech support we did have a set up guides for Xbox and the PS2 on our website, but that was all support we will give you, anything else you are on your own.
                Just sliding down the razor blade of life.

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                • #9
                  Guys, can we please talk about the topic instead of Xbox?

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                  • #10
                    Quoth MoonChild2007 View Post
                    Guys, can we please talk about the topic instead of Xbox?
                    What? Topic? What topi....oh. Oops.

                    Okay, how about the lady who got mad at me because the computer I brought her had a beige case? Like EVERY OTHER PC we had just purchased.
                    The Rich keep getting richer because they keep doing what it was that made them rich. Ditto the Poor.
                    "Hy kan tell dey is schmot qvestions, dey is makink my head hurt."
                    Hoc spatio locantur.

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