Stupid customer service story

[Fandango 1,439]

Yesterday at the restaurant my wife works at the owner was in a bit of a panic because the phone and credit card machine would work. She has 2 phone lines and wanted me to switch them so she could use CCs. I started to look into the problem and realised that the phone line was ripped out of telephone pole and was laying on the ground. Apparently a tall truck hit the line.

So the owner had me call the phone company for her and explain the problem.

me: a truck ripped the phone line off the pole

PC (phone company): did you test the second line?

me: a truck ripped the phone line off the pole

PC: did you test the second line?

me: a truck ripped the phone line off the pole

PC: did you test the second line?

me: a truck ripped the phone line off the pole

PC: did you test the second line?

me: yes, the 'second' line doesn't work either (sheesh)

blah blah... she asked me contact info and where the box was on the business etc

then..

PC: so neither phone line works at the business?

me: look.. the phone line has been completely ripped from the pole by a truck

PC: so neither phone line works at the business?

me: NO!!

oh, the humanity

Did a truck rip the phone line off the pole?

[sparkofcreation 0]

Now, I know that most people do not read the FAQs before contacting tech support. However, I always do. I always read *all* of them.

I recently started using YouTube and my videos weren't appearing. I read every single FAQ and there was nothing about what to do if you got the message saying "Upload complete" but the video never actually appeared on your page. I emailed YouTube (you know, using the form that says you agree you've already read all the FAQs before emailing them) saying "I'm having this problem, I read all your FAQs, and it's not addressed."

A week later, they sent me their "answer": an HTML email of their entire FAQ with a note saying "If you're one of the very few people who actually is having a problem not addressed below, please reply to this email and tell us what it is." (That is verbatim from the email, btw.) Needless to say, since this was the same FAQ from the website, it still didn't answer my question.

So I emailed them back, bitched at them, and repeated the question exactly as I'd asked it the first time.

Two weeks later (!!) they emailed me again, and this time included only the section of the FAQ dealing with how to upload a video. You know, ending with the part that says "After you upload, you should get a message saying 'Upload complete.'" The very message I was getting just before my video failed to actually appear.

Luckily, in the three weeks since I'd first emailed them, my video had finally appeared. I have no idea why it took ten days to appear (the complete message says "Upload complete. Your video is being processed and will be available in a few minutes") and I guess I'll never know and will have to just hope it never happens again.

Edited August 12, 2006 by sparkofcreation

[amylovespaul 0]

I've always had an interesting time dealing with my cable company when I call with a problem. This one particular time I was calling because they had taken out my automatic payment from my bank account then took the same amount again on the next day. So I called to tell them that they took it out twice. They told me that their system only showed they took it out once. "Ok, but my bank account is saying you took it out twice." So then they asked if I hit the "Pay" button twice when I made the payment. "No I didn't. Besides the fact the payments came out on two different days and you say you only took the payment out once." Sigh. So I gave up with them and called my bank to see if maybe it was some other problem and the cable company was actually right. As I was talking to guy at the bank, he said "the cable company just posted a credit to your account". Ok. Good. When I got home that night, I had a message from the cable company that said they had had a technical problem and they accidentally took my payment out twice. And that it happened to several customers. Ok, so that makes it better that it wasn't just me? And no apology either. But oh well, I can laugh now.

[Hilarious Clinton 452]

Yesterday at the restaurant my wife works at the owner was in a bit of a panic because the phone and credit card machine would work. She has 2 phone lines and wanted me to switch them so she could use CCs. I started to look into the problem and realised that the phone line was ripped out of telephone pole and was laying on the ground. Apparently a tall truck hit the line.

So the owner had me call the phone company for her and explain the problem.

me: a truck ripped the phone line off the pole

PC (phone company): did you test the second line?

me: a truck ripped the phone line off the pole

PC: did you test the second line?

me: a truck ripped the phone line off the pole

PC: did you test the second line?

me: a truck ripped the phone line off the pole

PC: did you test the second line?

me: yes, the 'second' line doesn't work either (sheesh)

blah blah... she asked me contact info and where the box was on the business etc

then..

PC: so neither phone line works at the business?

me: look.. the phone line has been completely ripped from the pole by a truck

PC: so neither phone line works at the business?

me: NO!!

oh, the humanity

Did a truck rip the phone line off the pole?

Yes, a truck or a REALLY tall car (or maybe a guy with a 10,000 gallon hat). It's a residential street but company trucks are always making deliveries on it.

[Alex+R 0]

I called Northwest Airlines WorldPerks to book a ticket to Portugal. I asked if I could schedule an extended stopover in Newark, and the woman said I'd need to be flying overseas to do that and that Mexican cities did not count.

"Actually, Portugal isn't in Mexico, and it IS overseas," I helpfully pointed out.

Surprised, the woman asked where Portugal was. Her first guess was Africa, then she guessed South America.

"Europe," I said, wearily. "It's in Europe."

"Well," she said, "I'd rather route you through Houston than Newark. Do you want a stopover in Houston instead?"

I have had the WORST experiences with them. Once I called and the woman hung up on me when I said I'd prefer for her to look for available seats than to spend ANOTHER hour trying to use the website (which is horrible and does NOT work for booking FF mile flights). She said she didn't really have time. Time to what? Do her job? #######?

[one...two...tree 2,762]

I am generally on the other side of the phone .. I do tech support for an internet service. It is true that some CSRs and TSRs are clueless, however most are not. I agree that in cancelling service some of them make it very difficult. I was once told that an AOL rep has to keep a customer on the phone for a minimum of 20 minutes before cancelling the service trying to talk them out of it. I don't know whether that is accurate of not. When it comes to technical support, the fact is that customers will lie about what they have done just to get a truck out to their home when most often it isnt needed. And sometimes they just dont wait long enough between the steps. Support reps also can run tests at various stages that can help the technician who it going out to know what type of problem it is, which will allow for it to be the right technician. It is generally easier for everyone if you just do the troubleshooting so the technician can get their readings etc ..

I figured there was a reason why, just like floor salesman who won't take 'no' for an answer. My only contribution to this thread is that whenever a solicitor calls me asking me to sign up or buy something, I quickly interrupt their shpeel and say, "I'm not interested. Thank you," and hang up. I never had anyone try to change my mind after that.

[sparkofcreation 0]

I am generally on the other side of the phone .. I do tech support for an internet service. It is true that some CSRs and TSRs are clueless, however most are not. I agree that in cancelling service some of them make it very difficult. I was once told that an AOL rep has to keep a customer on the phone for a minimum of 20 minutes before cancelling the service trying to talk them out of it. I don't know whether that is accurate of not. When it comes to technical support, the fact is that customers will lie about what they have done just to get a truck out to their home when most often it isnt needed. And sometimes they just dont wait long enough between the steps. Support reps also can run tests at various stages that can help the technician who it going out to know what type of problem it is, which will allow for it to be the right technician. It is generally easier for everyone if you just do the troubleshooting so the technician can get their readings etc ..

I think that's Verizon Wireless' policy too ... it took me two days, two hour-long phone calls, and two forty-five-minute trips to their stores to cancel my cell phone account with them. The first guy told me he couldn't cancel it because I had to do it at a store; the first store told me they couldn't cancel it there and I had to go to another store [the map on Verizon's website showed the location of an "authorized dealer" but *not* of the actual VZW store one block north, so we went to the "authorized dealer"]; after waiting in line for forty-five minutes at the second store, they told me they couldn't cancel it because I'd opened it on the East Coast and I had to (preferably) go to a store on the East Coast, but I could try calling again and maybe they'd be able to do it. And if you call to cancel, the first person you speak to actually has no power to cancel your account but instead is supposed to convince you to change your mind. She finally agreed to let me speak to the cancellation department after I started crying. Then the actual cancellation guy refused to help me after I told him that I couldn't think of anyone I hated enough to wish Verizon Wireless on them (their last goal, if they fail to convince you to stay, is to get you to transfer the account to someone else), and made me speak to someone else.

Best $350 I ever spent, honestly.

[vartan 0]

not only are there dumb CSRS but there are dumb customers.. I worked in technical support for a company that processed credit cards and I got this call

ME: Blah Blah Tech Support this is Me how can I help you?

Customer: You Stupid fu&$ing as$holes are losing me business

ME: Ma'am I am sorry about this but what seems to be the problem?

Customer: I can not run credit cards you fu*&ing people always do this.

ME: Why can't you run credit cards what is the problem.

Customer: The stupid f&*king machine will not take a card.

anyways this continues on and on and on .. asking her to check different things, the cord the power outlet .. etc

Solution .. The power was out in her store.. and the other stores down the block .. apparently our electronics are supposed to work without power.

[ceriserose 1]

One of the funniest things I've ever heard is the cr@p telemarketers, once you've told them to remove you from their call list, try to get away with.

ILIKEALLCAPS used to program databases for call centers. He knows that they can have a phone number removed within 20 minutes if necessary, worst case scenario, next day (and that was 10 years ago, so technology couldn't be worse than that). It's hysterical to hear him talking to telemarketers who try to tell him it'll take 2 weeks to remove us.

The absolute best, though, is when he got a series of calls from a communications provider that he'd already filed a grievance with the FCC regarding their behavior several years ago. It's really funny how differently they respond when you inform them that every call they make to you after you've reported them can cost them up to $10,000 in fines. One rep asked him if her supervisor could call him back; when he replied that it could result in a fine that high, she found the supervisor pretty darned quick.

[KarenCee 3]

I am generally on the other side of the phone .. I do tech support for an internet service. It is true that some CSRs and TSRs are clueless, however most are not. I agree that in cancelling service some of them make it very difficult. I was once told that an AOL rep has to keep a customer on the phone for a minimum of 20 minutes before cancelling the service trying to talk them out of it. I don't know whether that is accurate of not. When it comes to technical support, the fact is that customers will lie about what they have done just to get a truck out to their home when most often it isnt needed. And sometimes they just dont wait long enough between the steps. Support reps also can run tests at various stages that can help the technician who it going out to know what type of problem it is, which will allow for it to be the right technician. It is generally easier for everyone if you just do the troubleshooting so the technician can get their readings etc ..

I think that's Verizon Wireless' policy too ... it took me two days, two hour-long phone calls, and two forty-five-minute trips to their stores to cancel my cell phone account with them. The first guy told me he couldn't cancel it because I had to do it at a store; the first store told me they couldn't cancel it there and I had to go to another store [the map on Verizon's website showed the location of an "authorized dealer" but *not* of the actual VZW store one block north, so we went to the "authorized dealer"]; after waiting in line for forty-five minutes at the second store, they told me they couldn't cancel it because I'd opened it on the East Coast and I had to (preferably) go to a store on the East Coast, but I could try calling again and maybe they'd be able to do it. And if you call to cancel, the first person you speak to actually has no power to cancel your account but instead is supposed to convince you to change your mind. She finally agreed to let me speak to the cancellation department after I started crying. Then the actual cancellation guy refused to help me after I told him that I couldn't think of anyone I hated enough to wish Verizon Wireless on them (their last goal, if they fail to convince you to stay, is to get you to transfer the account to someone else), and made me speak to someone else.

Best $350 I ever spent, honestly.

I had Verizon once too....once being the operative word here. Tried to cancel my service...got the runaround. They wouldn't let me buy an international long distance service so that I could call my then fiancé for a rate that wouldn't break me. I already had domestic long distance as well as regular service. The "customer service agent" told me I would have to buy an additional long distance plan that would enable me to then purchase the international long distance plan I wanted. Making any sense yet? Well, it didn't to me. I only had a few months left on my contract but I wound up paying the a$$holes $175 to get out.

Best money I ever spent on cellphone service yet.

Went to Cingular...told them what I needed...got it for less than $50 a month. Took me all of five minutes to get it, no hassles.

Priceless

[KaiserD 12]

I was going to complain about some of my customers but I remembered a stupid conversation I had over the phone once

I was trying to sort out ticket to the US to see Sly, I had purchased it over HSBC travel line (which is just Thomas Cook). Something cropped up and I had to ring support. After the problem was sorted the lady asked me if I had my Visa ready to travel to the states.

What's this? "I don't need one" I tell her

She's very confused about this.

so I tell her about the visa waiver program (she's working in travel industry - shouldn't she know this?). She put the phone on hold to consult with her colleague only to come back and tell me that it's true I don't need to apply before hand but what we have is not a visa waiver?

It's not the fact she didn't know that annoyed me, it is the way she spoke to me like I was a stupid piece of poo I had already told her I had travelled to the states already. Why is it then that the embassy website mentions vwp everywhere you go!

[Saddle Bronc 124]

I am generally on the other side of the phone .. I do tech support for an internet service. It is true that some CSRs and TSRs are clueless, however most are not. I agree that in cancelling service some of them make it very difficult. I was once told that an AOL rep has to keep a customer on the phone for a minimum of 20 minutes before cancelling the service trying to talk them out of it.

Considering AOL was recently in the news for failing to cancel a DEAD PERSON's account, this is not even surprising.

Their only "improvement" has been to put the software on a CD-rom (which most burners cannot easily erase) vs a floppy (which gave many customers a "free" blank one; I availed myself this way more than once).

[yogib37 3]

I called Northwest Airlines WorldPerks to book a ticket to Portugal. I asked if I could schedule an extended stopover in Newark, and the woman said I'd need to be flying overseas to do that and that Mexican cities did not count.

"Actually, Portugal isn't in Mexico, and it IS overseas," I helpfully pointed out.

Surprised, the woman asked where Portugal was. Her first guess was Africa, then she guessed South America.

"Europe," I said, wearily. "It's in Europe."

"Well," she said, "I'd rather route you through Houston than Newark. Do you want a stopover in Houston instead?"

I have had the WORST experiences with them. Once I called and the woman hung up on me when I said I'd prefer for her to look for available seats than to spend ANOTHER hour trying to use the website (which is horrible and does NOT work for booking FF mile flights). She said she didn't really have time. Time to what? Do her job? #######?

Geee and you wonder why they are bank Rupt.

I personaly hate them I have a personal gudge with them. Their planes are not safe and they are crappy maintain.

Take care

Yogi

[thesnowman 1]

The worst I have ever had was with NTL in the UK

Guy comes to the house and installs, TV, phone and broadband, so the phone and the broadband work great, but the TV only has the free channels and not the full package that we paid for. The guy informs us that the channels will come on in around 30 mins. So happy with that the guy leaves.

Around 2 hours later, a bit annoyed that the channels havent come on I phone up NTl, after waiting for around 3 0 mins to get to a real person she informs me that we have to switch the box of at the mains, keep it off for a minute and then switch it back, effectievly rebooting it. So I hung up and done what she told me, but it didnt work.

So I tried phoning back, but after 45 mins I gave up and went to sleep

next morning I got up and checked to see if the channels were on, but again no they werent so I phoned up and after around 15 mins got through. She told me that she had now forced the channels through and all I had to do now was reboot the box, so I put the phone down and tried that, again nothing worked.

left if a couple of hours I was ready to bite the next persons head off, so i then tried again and the woman started by saying

NTL: what you need to do is switch the box off ...

me: I aint switching the box off, you have told me to that twice and it never works.

NTL: Well sir we cant help you unless you follow our advice

Me: I aint getting off this phone untill I have my channels

NTL: OK sir please wait a second..

(please note this was the short version of the conversation)

as she said please wait the channels started magically apearing and the box was updated. She then came back and asked if our channels were there. I thanked her, but WHY THE HELL DIDNT THEY DO THAT IN THE FIRST PLACE

[pedroh 21]

lol wanna hear it from the other side of retail? ah i have a lot of stories of customers being complete arseholes.. lolol..