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1: I'm a technician, not a magician. And got "coached" for it.
Last week a woman calls in, basically her system is FUBARED after doing a botched anytime upgrade to Vista Home Premium. She also says she did a system restore to an earlier time to try an fix the issue and it failed (and possibly made things worse). She had a basic laptop service plan, which is a carry in meaning you need to bring it to the store. However, I decided as a courtesy to offer the one thing I could think of that would make her PC usable.
You know where this is headed....
Me: At this time, based on what you're telling me the only thing I can do is run a destructive recovery, which will erase all data and bring the laptop back to its factory state.
SC: I don't want to do that. Anything else you could try?
Me: Only other thing is a system restore, but since you tried it and it failed, you are going to need to run a recovery.
SC: Look, I don't want to run a recovery. Any other options?
Me: Being that you have a carry in plan, you're more than welcome to bring it to the store where they can perform a diagnosis for you.
SC: Fine, I'll do that.
So, call is ended and I move on to the next one. Done, right? No.
She sends a survey and marks me "poor" (all 1's) saying, "The agent spoke too quickly and when I wouldn't accept his rediculous solution he basically handed me off to someone else to do his job for him. Disappointed!"
So, today my boss gets an email from the big boss lady saying the survey was "very concerning." This was how it went:
Him: Do you remember this call?
Me: Yeah, her anytime upgrade went to shit. She was expecting me to be a magician, not a technician.
Him: She mentioned she did a system restore and it failed. How come you didn't run it a second time?
Me: Because it would have possibly made things worse. At least the system was still booting. What if a second restore caused it to not want to load?
Him: Listen I agree with you, but clearly this customer felt more can be done.
Me: And the verdict is?
Him: Look you're not in trouble but to improve survey scores try anything.
Sorry, but can you imagine if I tried a system restore and it made the PC not start? The survey would have been worse! At least she was still able to back up her stuff when she hung up with me.
Last week a woman calls in, basically her system is FUBARED after doing a botched anytime upgrade to Vista Home Premium. She also says she did a system restore to an earlier time to try an fix the issue and it failed (and possibly made things worse). She had a basic laptop service plan, which is a carry in meaning you need to bring it to the store. However, I decided as a courtesy to offer the one thing I could think of that would make her PC usable.
You know where this is headed....
Me: At this time, based on what you're telling me the only thing I can do is run a destructive recovery, which will erase all data and bring the laptop back to its factory state.
SC: I don't want to do that. Anything else you could try?
Me: Only other thing is a system restore, but since you tried it and it failed, you are going to need to run a recovery.
SC: Look, I don't want to run a recovery. Any other options?
Me: Being that you have a carry in plan, you're more than welcome to bring it to the store where they can perform a diagnosis for you.
SC: Fine, I'll do that.
So, call is ended and I move on to the next one. Done, right? No.
She sends a survey and marks me "poor" (all 1's) saying, "The agent spoke too quickly and when I wouldn't accept his rediculous solution he basically handed me off to someone else to do his job for him. Disappointed!"
So, today my boss gets an email from the big boss lady saying the survey was "very concerning." This was how it went:
Him: Do you remember this call?
Me: Yeah, her anytime upgrade went to shit. She was expecting me to be a magician, not a technician.
Him: She mentioned she did a system restore and it failed. How come you didn't run it a second time?
Me: Because it would have possibly made things worse. At least the system was still booting. What if a second restore caused it to not want to load?
Him: Listen I agree with you, but clearly this customer felt more can be done.
Me: And the verdict is?
Him: Look you're not in trouble but to improve survey scores try anything.
Sorry, but can you imagine if I tried a system restore and it made the PC not start? The survey would have been worse! At least she was still able to back up her stuff when she hung up with me.
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