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This is not an actual technical support story, but one of those SC's that think if they speak to someone else, they are (a) somewhere 5,000 miles from where the last rep was they spoke to and (b) that someone else will provide them with totally different information and rules.
One of my reps had a tech call from a woman in New York who migrates to Boca Raton during the cold season. A year ago, I spoke to this woman and she argued that she needed to access her New York internet service in Boca Raton, and it was not fair that we did not have a local access number. The company does not provide service to Florida, but a year ago, my supervisor, when he took over the call, provided this customer with the toll free number that was active at that time.
Yesterday, she called, demanding that we again provide her with a local access number. A year later, it turns out, that toll free number she had no longer works, and she is demanding we make up a number so she can access her internet account in Florida. After my rep told her we could not, it again turned into a supervisor call, to which she was told it could not be done. (The supervisor from a year ago has since then left the company).
Today, this same woman called back, spoke with another rep, and it was the same argument. She had heard that because we provide phone service and internet with another company in Florida, she figured those access numbers would work with another provider! She had this rep reset her password, provide a jillion access numbers, none of which would work. It was another supervisor call, and she was shocked to learn it was the same supervisor, let alone, in the same office. She was also upset at the suggestion that she get phone service with what we have in Florida, then she could add internet, because it would cost her more money. Hey, if she is able to year after year drive down to Florida in her $50,000 all-leather interior Cadillac, reside for six months in her second $5 million dollar home, then go back in the summer months to her other $5 million home, she could certainly afford to do what we suggested.
She still has not canceled her internet service yet. I'm waiting on that to happen, or for her to speak with someone else.
One of my reps had a tech call from a woman in New York who migrates to Boca Raton during the cold season. A year ago, I spoke to this woman and she argued that she needed to access her New York internet service in Boca Raton, and it was not fair that we did not have a local access number. The company does not provide service to Florida, but a year ago, my supervisor, when he took over the call, provided this customer with the toll free number that was active at that time.
Yesterday, she called, demanding that we again provide her with a local access number. A year later, it turns out, that toll free number she had no longer works, and she is demanding we make up a number so she can access her internet account in Florida. After my rep told her we could not, it again turned into a supervisor call, to which she was told it could not be done. (The supervisor from a year ago has since then left the company).
Today, this same woman called back, spoke with another rep, and it was the same argument. She had heard that because we provide phone service and internet with another company in Florida, she figured those access numbers would work with another provider! She had this rep reset her password, provide a jillion access numbers, none of which would work. It was another supervisor call, and she was shocked to learn it was the same supervisor, let alone, in the same office. She was also upset at the suggestion that she get phone service with what we have in Florida, then she could add internet, because it would cost her more money. Hey, if she is able to year after year drive down to Florida in her $50,000 all-leather interior Cadillac, reside for six months in her second $5 million dollar home, then go back in the summer months to her other $5 million home, she could certainly afford to do what we suggested.
She still has not canceled her internet service yet. I'm waiting on that to happen, or for her to speak with someone else.
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