MMMiii!

My bed was due to be delivered today and I’m using it right now. I can blog while sitting down on my bed!!!

Anyway, I already told my boss that I need to leave right after my shift because my bed’s gonna be delivered so… just my luck, 5 minutes before closing, I got a call. Within 2 minutes, I was able to figure out that it was a computer issue already and exactly, by 12, I was referring out.

But nooooooo the customer wouldn’t take that. She said we should give extra service and fix her computer, send out someone to make sure it’s working. I told her that we’re in DSL technical support and even if I sent a tech, he wouldn’t know how to fix her computer AND she will get charged. I told her that I would send her a tech if she really wanted but she has to make sure that the tech wasn’t going to touch her computer. I asked if she wanted to continue troubleshooting instead.

In the middle of troubleshooting, she SCREAMED into my ear that she has done this, done that, a million times already and that she knows it already. So I asked her something and she said she didn’t know it. Then I asked her if she wanted to continue troubleshooting. This went on like 3 more times.

We went on Safe Mode with Networking and I proved to her that her internet is working. It’s her computer that is not. I was ready to put on some tactical gear or heavy artillery armor if she still wouldn’t take that.

But… She calmed down… A lot … and I wasted 30 minutes proving it to her that it’s her stupid computer that wasn’t working. Then she brought up again that we should give her complementary service since she’s been paying for her internet for 18 months without actually using it.

WHY would anyone pay for 18 months for a service that they’re not using? WHY would they only call 18 months later and tell their ISP that their service is not working? WHY would they call only 18 months later and ask for the refund?

I do NOT get the logic. If they’re so keen on the money that goes out of their pockets, shouldn’t they have paid attention to this not so little detail? This is over $30 a month that we’re talking about, times 18. That is NOT a small amount.

In the end, I told her to call the billing department, ask them to contact technical support and check the notes that the customer really did indeed just call last month, after 18 months of paying for the service, and just actually started using it. That way, if she gets credited of refunded, she can afford the additional fee-based service her ISP has to offer to get her computer fixed. And then I told her that she needs to restart her PC because she shouldn’t stay in safe mode. Then she said, in a child-like voice as if she got scolded, “Can I at least check my e-mails?”

I said yes. But make sure to restart her PC so as not to make it worse. Then she said thank you a lot.

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