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Working in a call center has made me lose a lot of faith in humanity. I work on a new account now. Basically providing paid tech support for an e-mail product. You would not believe how many people call up wanting free help for something extensive and complain because they claim they didn't know it wasn't free.
When they get our number through the site, the only place the phone number is displayed is RIGHT UNDER THE PRICE, which is in big bold black letters on a bright background. Also, every link leading to the page where they finally get the phone number says fees apply. Simple stuff we can handle without charging although we are supposed to try to make a sale even with those issues. The thing that pisses me off even more than the people who cannot read are the people who KNOW that there is a charge for help, but don't feel they should have to pay for it. We even get people who accuse us of deliberately "breaking" their email to make a buck.
I had one SC that just pissed me off beyond belief. I see red even thinking about how much of an ass he is.
As soon as I answered, he asked me if I was in some foreign country. I KNEW this would be bad.
Basically, all of his email from different conservative and border security groups are being routed to a spam folder. He was pissed saying everyone else who has accounts with us who also subscribe to those groups have the same problem. I told him to click the box that marks it as not being spam and every time he does that it will help us update what we designate as spam. I also told him to add the senders to his address book. HE complains that he has done this a million times and we are trying to "censor" him.
I chuckled quietly, luckily he didn't hear me. It quickly ceased being amusing and very soon I was pissed of. I tried to explain to him how the spam system worked and that it wasn't going to update immediately so in the meantime, create a filter and that will route them to his inbox instead of the spam folder. I shouldn't have tried to explain it b/c I was getting flustered.
ME: It's complicated to explain clearly.
Him: Explain it. I'm an engineer, so go ahead.
Me: All we can do in meantime is continue marking it as legitimate mail and create a filter. I even get solicited mail from large companies like ebay routed to my spam folder, so it will happen sometimes, it's nothing about the political leanings of the groups.
Him: I shouldn't have to do that. You are trying to censor me. Your company doesn't like conservatives. blah blah blah.
ME: Sir, until the spam blocker is updated, the only thing we can do is have you create a filter and continue marking it as not spam.
Him: I know Sean Hannity. I'm actually having dinner with him. I'm a very important person blah blah I know a lot of media. I can make this bad for your company.
ME: (I have been trying to speak but he keeps talking over me so I finally do the same to him) Sir, you are well within your rights to complain to the media, but the best thing for you to do would be to create a filter.
Him: Let me speak to a manager. Somebody who won't give me canned answers.
Me: He's going to tell you the same thing, but I will certainly get him for you.
I was so pissed I was shaking. That jerk has no idea what censorship is. I got my manager over and pretty soon, he was sitting there rolling his eyes and giving him the same canned answers I was. It was retarded. We ended up spending 30 minutees talking to this guy and not getting a penny out of him.
This SC demanded a contact number for corporate or somebody else to complain to. All we had was customer care's email address, where he will get another canned response. Finally he hung up.
I looked over his history and this guy has been calling or emailing carious customer service places within the company about this issue for the past nine months. In one email, he even wrote "tell the w**back libs to stop trying to censor me."
I did a little research and it is possible that he is actually having dinner with conservative media talking heads. I hope he tells them what happened and gets laughed out of town. I can only pray that he doesn't tell any of our other users to call in and harass us about the spam blocking.
When they get our number through the site, the only place the phone number is displayed is RIGHT UNDER THE PRICE, which is in big bold black letters on a bright background. Also, every link leading to the page where they finally get the phone number says fees apply. Simple stuff we can handle without charging although we are supposed to try to make a sale even with those issues. The thing that pisses me off even more than the people who cannot read are the people who KNOW that there is a charge for help, but don't feel they should have to pay for it. We even get people who accuse us of deliberately "breaking" their email to make a buck.
I had one SC that just pissed me off beyond belief. I see red even thinking about how much of an ass he is.
As soon as I answered, he asked me if I was in some foreign country. I KNEW this would be bad.
Basically, all of his email from different conservative and border security groups are being routed to a spam folder. He was pissed saying everyone else who has accounts with us who also subscribe to those groups have the same problem. I told him to click the box that marks it as not being spam and every time he does that it will help us update what we designate as spam. I also told him to add the senders to his address book. HE complains that he has done this a million times and we are trying to "censor" him.
I chuckled quietly, luckily he didn't hear me. It quickly ceased being amusing and very soon I was pissed of. I tried to explain to him how the spam system worked and that it wasn't going to update immediately so in the meantime, create a filter and that will route them to his inbox instead of the spam folder. I shouldn't have tried to explain it b/c I was getting flustered.
ME: It's complicated to explain clearly.
Him: Explain it. I'm an engineer, so go ahead.
Me: All we can do in meantime is continue marking it as legitimate mail and create a filter. I even get solicited mail from large companies like ebay routed to my spam folder, so it will happen sometimes, it's nothing about the political leanings of the groups.
Him: I shouldn't have to do that. You are trying to censor me. Your company doesn't like conservatives. blah blah blah.
ME: Sir, until the spam blocker is updated, the only thing we can do is have you create a filter and continue marking it as not spam.
Him: I know Sean Hannity. I'm actually having dinner with him. I'm a very important person blah blah I know a lot of media. I can make this bad for your company.
ME: (I have been trying to speak but he keeps talking over me so I finally do the same to him) Sir, you are well within your rights to complain to the media, but the best thing for you to do would be to create a filter.
Him: Let me speak to a manager. Somebody who won't give me canned answers.
Me: He's going to tell you the same thing, but I will certainly get him for you.
I was so pissed I was shaking. That jerk has no idea what censorship is. I got my manager over and pretty soon, he was sitting there rolling his eyes and giving him the same canned answers I was. It was retarded. We ended up spending 30 minutees talking to this guy and not getting a penny out of him.
This SC demanded a contact number for corporate or somebody else to complain to. All we had was customer care's email address, where he will get another canned response. Finally he hung up.
I looked over his history and this guy has been calling or emailing carious customer service places within the company about this issue for the past nine months. In one email, he even wrote "tell the w**back libs to stop trying to censor me."
I did a little research and it is possible that he is actually having dinner with conservative media talking heads. I hope he tells them what happened and gets laughed out of town. I can only pray that he doesn't tell any of our other users to call in and harass us about the spam blocking.
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