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re: Man calls in internet service disruption - epic fail
Posted on 7/31/14 at 4:28 pm to Casty McBoozer
Posted on 7/31/14 at 4:28 pm to Casty McBoozer
quote:
I would guess mid 50s, possibly 60. That's no excuse, I know 80-year-olds who aren't this incompetent.
and I watch athletes hit baseballs over fences 400 feet away on tv all the time and know plenty of people that can't do that, doesn't mean I expect them to/get angry with them because they can't
not everyone gets technology, and being in the business you are in, you are going to have to understand that some people just don't grasp things like you do
just some advice, helps me not get worked up with the dumbasses I talk to on a daily basis with my job
1
Posted on 7/31/14 at 4:28 pm to Casty McBoozer
quote:
I'm not sitting there teaching this asshat how to use a computer for free.
Certainly your call, but would it have killed you? He sounds like either a confused or mentally disabled old man. He wrote down that he needed to turn on the computer... I get that people can be assholes, but even from a purely business standpoint its generally not a good idea to leave a customer pissed, and at the very least you maybe could have saved your company more time having to deal with it when he inevitably can't figure out how to connect to his wifi or something.
Posted on 7/31/14 at 4:29 pm to Vrai
quote:
Nothing else you really could have done. You were about to make countless laps around the retard track with this guy and still be at square 1.
Yep.
My grandparents wanted a computer to keep up with the times, and my Dad stalled for the longest time because he knew buying them a computer would mean hours and hours of his time teaching them basic Googling.
What I really don't get are people in higher positions at companies that can't use computers. They click on the ad results when they Google something.. or whatever.
Posted on 7/31/14 at 4:30 pm to Teddy Ruxpin
i am systems admin at a hospital.. the majority of my calls that i go and fix are
-monitor turned off
-pc turned off
-mouse unplugged
-pc unplugged
-volume not turned up on speaker "said volume broke"
i get calls like this every day that their mouse/pc is broke and that is what i walk up to and have to fix
-monitor turned off
-pc turned off
-mouse unplugged
-pc unplugged
-volume not turned up on speaker "said volume broke"
i get calls like this every day that their mouse/pc is broke and that is what i walk up to and have to fix
Posted on 7/31/14 at 4:31 pm to Casty McBoozer
I once had someone call me up to figure out why their printer wasn't working on their laptop. I quickly realized the problem—the USB cable was plugged into the RJ-45 jack...
Posted on 7/31/14 at 4:31 pm to Jet12
quote:
Some people are just a lost cause when it comes to technology. My mom has been using AOL (the actual program) since 1997, and she refuses to use anything else.
How is this even physically possible?
Posted on 7/31/14 at 4:31 pm to LSUSoulja08
quote:
not everyone gets technology, and being in the business you are in, you are going to have to understand that some people just don't grasp things like you do
Yeah, but his business is internet service.
I work for a similar company (except we do the opposite.. we sell the telecommunication equipment rather than provide the service) and every day, we have people call in with issues that need to be brought up with the ISP or telephone service provider.
I don't blame him for not wanting to give someone free lessons on how to use their computer when he doesn't work for a company that sells actual computers.
ETA:
quote:
I work for a computer services company
Unless that means sells computers. In which case, ignore my post above.
This post was edited on 7/31/14 at 4:32 pm
Posted on 7/31/14 at 4:33 pm to TheDrunkenTigah
quote:
Certainly your call, but would it have killed you?
No but it costs him money if the guy says "I'm not paying for this" and he has to stay there for an hour and explain mundane shite to him.
Posted on 7/31/14 at 4:33 pm to Jim Rockford
quote:
How is this even physically possible?
There are people still using AOL. There are also a lot of people still paying for AOL who don't even use it because they never canceled it and have no idea.
Posted on 7/31/14 at 4:33 pm to LouisianaLady
quote:
Yeah, but his business is internet service.
and do you think that someone like the customer he dealt with is going to understand the difference between was he does and say someone from geek squad?
I don't think so. He's a "computer" man so in their mind, he would be the person to call for the problem he experienced
quote:
I work for a similar company (except we do the opposite.. we sell the telecommunication equipment rather than provide the service) and every day, we have people call in with issues that need to be brought up with the ISP or telephone service provider.
further proves my point above
quote:
I don't blame him for not wanting to give someone free lessons on how to use their computer when he doesn't work for a company that sells actual computers.
I agree, but getting worked up over it is silly.
This post was edited on 7/31/14 at 4:35 pm
Posted on 7/31/14 at 4:35 pm to Casty McBoozer
You should have been as smooth as possible and told him that if this happens again the only known fix is to get a squeezable bottle of mayonnaise and to fill in the CD-Rom slot to "grease the gears". That or any fix that involved a very strong magnet.
Posted on 7/31/14 at 4:35 pm to LSUSoulja08
Well yeah, but just because the customer doesn't understand the difference doesn't mean he has to stay there and help him anyway. (Not saying you said he should)
I agree about the being rude, but I think it's just a tech thing. I've never seen a tech who doesn't get annoyed, so I honestly assume it's because the sheer amount of stupid they deal with that they lose their sympathy.
I agree about the being rude, but I think it's just a tech thing. I've never seen a tech who doesn't get annoyed, so I honestly assume it's because the sheer amount of stupid they deal with that they lose their sympathy.
Posted on 7/31/14 at 4:36 pm to Henry Jones Jr
quote:
No but it costs him money if the guy says "I'm not paying for this" and he has to stay there for an hour and explain mundane shite to him.
He had already driven out to the location, I doubt an extra man-hour is gonna break the bank. Especially considering this guy will probably call back with a similar issue and demand someone drive out to fix it, or cancel the service over nothing because now there's bad blood. I'm not saying the OP did anything wrong. In the service industry it can be hard as frick to bite your tongue and be nice to someone, but 9 times out of 10 killing them with kindness will pay off in the long run.
Posted on 7/31/14 at 4:37 pm to LouisianaLady
right, I'm not saying he should have helped. It certainly wouldn't have killed him and he could have been nicer about it. BUT the customer started the whole thing out on bad note, I get that. Can't blame the man for the way he reacted to it.
but overall, we are in agreement
but overall, we are in agreement
This post was edited on 7/31/14 at 4:39 pm
Posted on 7/31/14 at 4:38 pm to LSUSoulja08
quote:
but getting worked up over it is silly.
I disagree. I don't take customers getting shitty with me telling me "I'm not paying for this" then asking me to help them fix their problems. I would have left after the "I'm not paying for this" comment.
Posted on 7/31/14 at 4:40 pm to Henry Jones Jr
I can agree with that reaction as well
I meant more his frustration over the guy not realizing he had to turn the computer on to use it
I meant more his frustration over the guy not realizing he had to turn the computer on to use it
Posted on 7/31/14 at 4:44 pm to Casty McBoozer
Hard to believe someone can be that damn dumb.
Posted on 7/31/14 at 4:44 pm to TheDrunkenTigah
Goodness gracious, that is some serious technological handicap. I've tried writing instructions down, making bookmarks, and friendly coaching but people with this sort of mentality regarding technology are horrible to deal with as they immediately forget how to use it within a week.
Posted on 7/31/14 at 4:50 pm to Henry Jones Jr
quote:
I disagree. I don't take customers getting shitty with me telling me "I'm not paying for this" then asking me to help them fix their problems. I would have left after the "I'm not paying for this" comment.
Always hilarious when billable customers don't want us to come out.
When we get a new customer, the first thing we do is send out a maintenance contract that they can opt in for. The price is based on the size of their system and generally very affordable in relation to what it covers.
A decent amount of customers do not accept the contract, which makes them billable.
shite breaks (as technology does sometimes, especially in bad weather), and they are having hissy fits over having to pay for a tech to come out.
Well. You should have signed the contract. We have to pay the technicians somehow.
Posted on 7/31/14 at 4:57 pm to Casty McBoozer
Geek Squad van just backed out of the driveway of my 65 year old neighbor.
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