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LOL- our management is going to fire one of our customers

Fritzo

Fritzo

Lifer
We have this old lady that calls our ISP tech support every day for 15-30 minutes. In the last year, she's logged 311 support calls. She calls every day for things like "My password won't work" or "I can't make a capital M" or "There's no scroll bar on my web page", or my personal favorite- "I want my words to show up green on web pages because that's my favorite color."

This lady is paying us $9.95/month for service (dial-up), and she's used over $2000 in man hours for tech support so far 😀

My supervisor made the call today to call her up and tell her that since we can't seem to resolve the constant issues she keeps having, we're going to have to drop her as a customer so she can find someone else to suit her needs.

God I hope he records this call.

EDIT: He made the call, and it's hilarious. She basically blamed her husband for screwing up her computer every day and expects us to "keep the service she's paying for working." We read off the lady's dozens of calls about keyboard issues, printer issues, monitor issues, etc that have nothing to do with our Internet service. I would post the call but it's got too much personal info in it.

Made my day 😀!!!!
 
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Why do you guys entertain those types of calls from her in the first place? She should have been told upfront in the beginning that those are issues that have
nothing to do with the ISP service you provide and support.

FYIImaSpy said:
Is that legal?
Click to expand...

Yes. A company is perfectly within its rights to refuse to do business if it so chooses.
 
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crownjules said:
Why do you guys entertain those types of calls from her in the first place? She should have been told upfront in the beginning that those are issues that have nothing to do with the ISP service you provide and support.
Click to expand...

What makes you think she hasn't been told that a billion times already?

Some people shouldn't be allowed to have computers.
And some need to be told off because they continue to abuse support.
 
n7 said:
What makes you think she hasn't been told that a billion times already?

Some people shouldn't be allowed to have computers.
And some need to be told off because they continue to abuse support.
Click to expand...

My god, we would tell her time after time "We can't help you with that", and she just keeps talking in circles. Our techs would start her trouble tickets off with "In today's call...."
 
We do it where I work occasionally (work for an ISP), usually to mega assholes that verbally abuse any of our employees.

I love it when we do it to some asshole that lives in an area we cover that only has satellite service and dial-up as alternatives.
 
ugh. I've been there before.

we used to have this one client that had like a hundred+ raq3 cobalts. they were prone to breaking, fixing them couple take someone an entire shift, and the manufacturer had already stopped producing them.

we offered him free upgrades even to get off these systems and combine them into 1-2 modern servers, but he refused, so eventually we had to tell him that we weren't going to fix his servers anymore. we'd host them for as long as they were running, but once one broke, the only support he'd get from us would be us mailing him hard drive backups from failed servers.
 
She's probably an old, widowed woman with no one to talk to. She calls because she is lonely. Call her on Thanksgiving when she is by herself, eating her turkey TV dinner.
 
()🙂
Fritzo said:
We have this old lady that calls our ISP tech support every day for 15-30 minutes. In the last year, she's logged 311 support calls. She calls every day for things like "My password won't work" or "I can't make a capital M" or "There's no scroll bar on my web page", or my personal favorite- "I want my words to show up green on web pages because that's my favorite color."

This lady is paying us $9.95/month for service (dial-up), and she's used over $2000 in man hours for tech support so far 😀

My supervisor made the call today to call her up and tell her that since we can't seem to resolve the constant issues she keeps having, we're going to have to drop her as a customer so she can find someone else to suit her needs.

God I hope he records this call.
Click to expand...

Sounds like the perfect makings for a lawsuit. We even have a quote from an employee here.
()🙂
 
oldsmoboat said:
She's probably an old, widowed woman with no one to talk to. She calls because she is lonely. Call her on Thanksgiving when she is by herself, eating her turkey TV dinner.
Click to expand...


No, that's not it. She frequently yells at her husbad in the background (calling him an idiot etc). I think she's just a demanding person that thinks everyone works for her.
 
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