"I feel wronged" - Assshole Customer

[Viper GTS]

I just took another supervisor call! What fun!

Anyway, I was the second supervisor to talk to this prick. He has DSL service that's supposed to be active today. That's fine & dandy, except he couldn't get it through his head that we require until midnight before we can treat it like a bad line. Some translations don't occur until midnight on their due date. Fact of life. Apparently this guy had been originally told a due date of 9/6. We ran into trouble, & changed the due date to 9/11. We let him know, so it's not like we completely dropped him, but I can understand he's upset about that one. Part of life, though.

This guy thinks that by talking to managers he can somehow break all the rules.

"I've had DSL twice before. Each time the line was turned on before the due date. Why hasn't that happened this time? I feel like I've been really wronged here, & I want some compensation."

"What would you do if one of your big customers called up & had this trouble?" Sir, we'd say the same thing. "You'd say that if a multi-million dollar company called up & said their DSL wasn't working?" .o(Of course no multi-million dollar company is going to rely on $40/month DSL service) Yes, if they had DSL, we'd say the same thing. "I don't believe that!"

&quot;Well, Gregg, to be honest you've been no help.&quot; .o(Oh well, no great loss there) &quot;But at least you listened to me. Maybe you can talk to the people above you &amp; express some concern.&quot; I will do that. .o(It's not like we don't already) &quot;Yeah right.&quot; <CLICK>

STFU, you little twit.

:|:|:|

Viper GTS

 

[Angrymarshmello]

I work retail, so I know how you feel. Lets all hold hands and pray that a stray lightning bolt kill all the asshole customers in the world.

 

[DanC]

Viper....
Understandable feelings.

&quot;The custoemr is always right&quot; -
Strive to be the &quot;Nordstroms&quot; of everything you do. Your company will benefit, and so will you. Thick skin is the mantra of what you do.

Strive to delight people. Will will meet A**holes along the way - but your path will be far more pleasant.

 

[DanC]

Viper....
Understandable feelings.

&quot;The custoemr is always right&quot; -
Strive to be the &quot;Nordstroms&quot; of everything you do. Your company will benefit, and so will you. Thick skin is the mantra of what you do.

Strive to delight people. You will meet A**holes along the way - but your path will be far more pleasant.

DOUBLE POST - sorry... &quot;will will&quot; just didn't cut it with me.

 

[403Forbidden]

well now you know what the seperates succesful companies from the others...

 

[Viper GTS]

How often do I complain? Not very often.

Most of the time dealing with customer is no big deal. Then along come the aholes, &amp; completely destroy any good mood you'd managed to take to work with you.

Yes, it's part of the job. But that doesn't mean we can't complain about it.

Viper GTS

 

[Triumph]

do you happen to work at my dsl company? we seem to get the same kind of attitude from them.

 

[geno]

God I love the people that ask for you to &quot;Express concern to a superior&quot; and when you say yes they treat you like you're going to blow it off. Well, I honestly am willing to speak to someone about the issue - but not after they act like a prick like that. Hell, I'll provide another story too since I'm bored:

Got a support email regarding our DSL service (pricing/availability), so I sent him a link to our DSL Pricing page, and I get an email back that went something like this (including all caps):
&quot;THIS IS NOT WHAT I ASKED FOR - I ASKED FOR AN ANSWER AND THATS WHAT I EXPECT!!! GIVE ME YOUR DSL PRICES - NOT SOME STANDARD LIST NOW GIVE ME WHAT I ASKED FOR&quot;

So what I did was I responded with an email like this:
&quot;Sir, I will provide the link to our DSL one more time - if you don't like this you're more than welcome to call our Sales dept: [link to prices again]. Also - please note that any further responses like your previous one will NOT be tolerated and action will be taken.&quot;

So I sent him the link just to spite him - but what he wrote back just baffled me, I wanted to delete his account so bad but what can ya do? Oh well

 

[Angrymarshmello]

I dare you to delete my account. Bitch.

 

[Viper GTS]

Triumph...

My answers were dictated not by my personal feelings, but by company policy. I can't violate that. No matter how much the customer screams, cusses, &amp; threatens to sue, if I send up that ticket it'd get deleted immediately &amp; the customer will be right back where he started. Waste of his time and mine. But he didn't want that for an answer. I have to do my job, regardless of what the customer thinks.

Viper GTS

 

[Susan]

In my opinion, your customer should have been assured that their DSL account wwould be given an extra priority to make sure the issue is resolved as soon as possible. Apologize, and apologize again for having him wait all this time...

And then there is something that the company can do for the customer. How about offering a month for free because of his long wait and troubles? I realize your hands are tied with this issue, but just think...if you were able to offer that along with your assurances that the issue be resolved asap, wouldn't you have a happy customer that may just refer the company to five other people he or she knows? Some company policies suck.

 

[Impact55]

Susan-
I'm not trying to be rude, as I had to wait around 10-15 days for my DSL, but a 4 day wait if it's that is hardly nothing. The place here is actually so bad that some people have lawsuits pending the phone company for failure to comply their service to the customer. I can understand him being mad, if I were in your shoes Viper GTS, I would try and let these things fly over my head and laugh at them afterwords. Well I guess in a way this is stress relief .

 

[BOOBY]

i feel your pain! try the truth and when that doesn't sink in ask what the car dealer would do for them and show how hard you are working for them.(the more graphic picture of the customer you doodle the better) draw a picture the 15-20 min. they are venting and pull out a push pin and stick them with it this helps me!

 

[Tripleshot]

Viper GTS

You did all right. You can always vent here and us dweebs will lick it up. Much better than cussing out the SOB.The custmer knows hes an ars and likes it when people remind him.It's good you didn't give him the satisfaction.

If he calls again,blame it Oregon's weather.

 

[perry]

Just an FYI. I work for a multi-billion dollar company, in the main sales/accounting office doing all sorts of computer tasks (watching servers, fixing PCs, etc.). We have about 100 people in this particular building. Building gets internet connectivity via T1 and a DSL line. T1 from BellSouth, DSL from Covad. No, not a $40 line, but DSL none the less. And you can bet we'd be raising hell if that DSL line went down.

But it sounds like you did all you could do for the guy, Viper GTS. Not sure I would have handled it any differently.

 

[AndrewR]

I can feel the guy's pain in some respects. I had a helluva time last week trying to find out where the local central office is for the phone company to determine whether or not DSL would EVER be available at this complex (i.e., is it less than 18,000 feet away?). I was on the phone for about 75 minutes and talked to about 10 different people, and not a single soul could tell me. Half of them had no idea what I was talking about when I asked about the local trunk. You'd think BellSouth would at least give these people some basic information on telco technology.

The kicker is that I never did find out where it is.

Viper: Sounds like the guy is just being a jerk. I wouldn't worry about it too much though I can understand his frustration if he had to wait five days and then is told that he has to wait some more. Broadband is life once you experience it.

 

[Warrenton]

Viper, sorry, that was you?

just joking.

Next time I have a problem I should just try to get directly in touch with you.

BTW, no luck getting 640 yet. Best line quality is with txpower 6/remote txpower 1, it sustains at 41dB. I have yet to disconnect all the other stuff in the house. I will do that now, I love having all the phone extensions on a punchdown with bridging clips, I can do it all from one spot.

Update, with no other devices in the system, no 640 yet. Going to uplug the cordless phones from the power.

Update #2 even without corless phones powered it still won't give 640. So whatever is limiting is not in my house (FYI all wiring in my house is Cat5e)

 

[vi edit]

Hell, at least he had it psuedo installed, it just wasn't &quot;flipped on&quot; so to speak.

When I signed up for AT&amp;T@home, they didn't even show up when they were supposed. They completly blew me off! I called up to tell them that the tech hadn't showed up, and they asked how long it had been, I told them 6 hours. All I got was an &quot;OOPS&quot;. Yah, OOPS. OOPS! I forgot to pay my first months bill you insolent baffoon!

 

[Shazam]

Hey, at least you've never had a user that wanted all their papers in a box automagically scanned into the computer by holding it up to the monitor...

 

[DanC]

I reiterate...

Strive to be the &quot;Nordstroms&quot; of everything you do. Your company will benefit, and so will you. Thick skin is the mantra of what you do.

Suck it up. Deal with it. You WILL grow as your employer will. All this is good. You're not going through anthing any of us haven't gone through.

You're doing just fine...

 

[Warrenton]

Well dang, looks like the limiting factor is either: Line outside my house (very likely the drop line) or the AM radio station whose transmitter is 1/4 mile away. But the radio shouldnt be causing trouble because I have cat5 wiring for my phones.

look like I am stuck at 512/272.. no 640/272. Dang

 

[Mill]

Yep, retail sucks. Makes you lose faith in the world now and then.

 

[reitz]

Hey, don't feel bad. I had a jackass tonight who refused to let me troubleshoot his connection...He would only speak to a tech with &quot;real MacIntosh experience&quot;...

To make things worse...I found out that my DSL was set up 12 days ahead of schedule by Verizon...Unfortunately for me, the fucking morons hooked up my neighbor for DSL instead of me.

What can I say? You use union labor to do a job, it's pretty much guaranteed that job will no be done right. Dumbasses. :|

 

[Moonbeam]

I thought I told you to quit bitching.

 

[AndrewR]

Who peed in your corn flakes, Moonbeam?