Tweet
Technical support isn't always about internet issues. We also deal with payments and issues with the website. Today, this lady called me, screaming and yelling at the top of her lungs how she wasn't able to pay with her checking account. First, I had to ask her to stop yelling since I could not understand everything she was saying. Then, after that, I could not get her to tell me the issue she was having other than "your site does not work!". Well, I was able to log in to the site just fine, to this customer's disgust, of course. After some prodding, she told me that she kept receiving an error about making a payment with her checking account, yet refused to say what the error was.
What really made this call interesting was when I offered to take her payment without any extra charges. She told me "I don't have the money in the account right now!" WTF? Could this be why she was having trouble paying her bill? Doesn't the money have to be there first in order to pay with your checking account? I politely told her this is most likely the reason she could not do it, then she changed her tune and said she did have the money to cover it. I again offered to take her payment, which she refused, adamantly proclaiming the website was why she could not make her payment. She then told me quickly she recorded the conversation, and I would be hearing from her attorney. Whatever!
Then, there was the guy who could not get the internet to work, yet he refused to say what trouble he was having, and furthermore refused to provide his username and password to be sure those weren't the issues. All he would say was "it doesn't work". And, to show how stupid customers can be, he, from the same number he uses to access his dial up internet, attempted a dial up connection to prove to me that he could not log on. I must have told him five times it was not going to work, yet he made the attempt anyway. He hung up after the phone connection clicked, then disconnected.
As I say, this is conclusive proof of how unreasonable SC's are. They have trouble, but don't want to talk. They'd rather have us pulling their teeth out for them.
What really made this call interesting was when I offered to take her payment without any extra charges. She told me "I don't have the money in the account right now!" WTF? Could this be why she was having trouble paying her bill? Doesn't the money have to be there first in order to pay with your checking account? I politely told her this is most likely the reason she could not do it, then she changed her tune and said she did have the money to cover it. I again offered to take her payment, which she refused, adamantly proclaiming the website was why she could not make her payment. She then told me quickly she recorded the conversation, and I would be hearing from her attorney. Whatever!
Then, there was the guy who could not get the internet to work, yet he refused to say what trouble he was having, and furthermore refused to provide his username and password to be sure those weren't the issues. All he would say was "it doesn't work". And, to show how stupid customers can be, he, from the same number he uses to access his dial up internet, attempted a dial up connection to prove to me that he could not log on. I must have told him five times it was not going to work, yet he made the attempt anyway. He hung up after the phone connection clicked, then disconnected.
As I say, this is conclusive proof of how unreasonable SC's are. They have trouble, but don't want to talk. They'd rather have us pulling their teeth out for them.
>. It's been a while for us, took some getting used to at first but I've never really heard anyone complain...
Comment