Announcement

Collapse
No announcement yet.

Poor Field Tech (sry long)

Collapse
This topic is closed.
X
X
Collapse
 
  • Page of 1
  • Filter
  • Time
  • Show
Clear All
new posts
Previous template Next
  • #1

    Poor Field Tech (sry long)

    I work in a call center for a security system company.. I also suck at spelling and this is my first post so please dont eat me..

    This was my last call of the day

    Me = well me..
    pt = poor field tech
    smb = stupid moron bitch

    Me: Opening speech no one ever listens to...can I have your name please?
    PT: Hey this is PoorTech let me give you the customer number and see if you can get me to the rep smb talked to last.
    (pulls account up and checks notes to see if transfer possible..of cource not... while tech explains)
    PT: Apparently a different dealer installed her and messed up her intercom system. My dealer doesn't do intercom systems and I cant fix this cause I don't know whats wrong.
    Me: Okay let me check with sup if you would hold please hits hold awsome sup help!!! Explains situation to awesome sup and am told the lady is sol and needs to contact outside company cause we don't work with dealer that did the damage.
    takes tech off hold tells him what sup said he asks that I explain it to customer
    SMB: HI
    Me: Hi miss SMB can i have your pass code please?..thank you ma'am..As I was letting the tech know we cant fix your intercom system because we don't work the dealer who did the damage so you are going to need to check with an out side company
    SMB: but but but previous rep said cause i wrote it down that the tech would fix my intercom system.
    Me: yes ma'am he asked that the intercom be checked and if it can be repaired. This tech is telling me that they cant fix it and we don't have anyone near you who can.
    SMB: I wanna talk to previous rep he said the tech would fix it!!!11!!!
    me: re-explaines to now brick wall that was a customer Okay ma'am ill send a req. to have the rep call you but I cant guarantee that he will call and I will see if my sup can find the rep to get a message sooner.
    SMB: okay but this tech is just cooling his heels here and I wanna call soon!
    Me: we will do our best. You have a good morning. *click*
    Go and talk to awesome sup but she cant do anything but tell me to send req to rep..sent req and maybe she will get call back...*head desk*
    Tags: None
  • #2
    Sounds like the customer read into the statement. As I scan it the previous rep said you'll send someone out and see what you can do. No mention of "we WILL fix this".

    I hate it when they do that.
    Bark like a chicken!

    Comment

    • #3
      Yeah it sucks when they read more into it or make assumptions.

      Comment

      • #4
        Quoth evilfarmer View Post
        I work in a call center for a security system company.. I also suck at spelling and this is my first post so please dont eat me..
        Mmmmm. Fresh meat...

        Kidding. And your spelling looks great to me ^_^

        Yeah, I'd say this lady definitely read more into the conversation than what was really there. If she had the work done by an outside company, that means you don't need to support what they did, because you have no way of knowing if they even did things right to begin with (here, they didn't), used the parts your company allows, or were up to snuff with your standards. Might I suggest that she call the guys who did her install...

        to !

        PS, Skeksin -- I actually know somebody who owns that knife holder depicted in your avatar. Looks even cooler in person
        Last edited by EricKei; 11-20-2009, 11:30 PM. Reason: stabby
        "For a musician, the SNES sound engine is like using Crayola Crayons. Nobuo Uematsu used Crayola Crayons to paint the Sistine Chapel." - Jeremy Jahns (re: "Dancing Mad")
        "The difference between an amateur and a master is that the master has failed way more times." - JoCat
        "Thinking is difficult, therefore let the herd pronounce judgment!" ~ Carl Jung
        "There's burning bridges, and then there's the lake just to fill it with gasoline." - Wiccy, reddit
        "Retail is a cruel master, and could very well be the most educational time of many people's lives, in its own twisted way." - me
        "Love keeps her in the air when she oughta fall down...tell you she's hurtin' 'fore she keens...makes her a home." - Capt. Malcolm Reynolds, "Serenity" (2005)
        Acts of Gord – Read it, Learn it, Love it!
        "Our psychic powers only work if the customer has a mind to read." - me

        Comment

        • #5
          *nomnomnom*

          Hey, I forgot my lunch today, and you look pretty tasty!

          I'm not quite sure why that lady didn't contact the company that did the original installation once she heard you can't do anything. Also, if there's only one dealer in town who works with you, I'm willing to bet that she lives in a small town/rural area. Part of living in small towns/rural areas is having to deal with things like no available techs. It's annoying and inconvenient but I've done it.

          Also,
          to

          Comment

          • #6
            The only reason I can think of is because "we" broke the intercom so "we" have to fix it...forgetting the fact that its a different company we are working with in her area now and not the ones who did install and broke intercom..I was trying to give her the name of old company who did install so she could contact them privatly but she kept saying I wanna talk to previous rep why wont you let me talk to him...

            I checked today and it didnt look like the previous rep had called her back yet..

            Comment

            • #7
              update ^-^

              So update on the customer...My lead *step down from sup and is the person you talk to when you ask for sup* asked me to log off the phone. He sits down and goes okay pull up x account..I pull it up and immediately see its the crazy lady from before. He says you scheduled service for her.. I just sorta look at him and go no I sent the message to previous rep but he is the one who scheduled service. She apparently escalated twice and previous rep did finally call her back and say we couldn't fix her intercom after she escalated once. I look through the notes and we have changed her to a dealer who does work on intercoms to try and fix it this time but any other time it wont be anything we deal with. She supposedly understands this. My lead did not look happy to go talk to the previous rep. At least she got taken care of and the previous rep was advised and coached and I hope to god I don't have to talk to her again..

              Comment

              Previous template Next
              Working...