TL;DR: Correct information is correct.
Background: I work Tier 2 for Canadian Mobility provider “Blue”. Data-only devices are routed straight to us for tech support.
First call of the day! 7:30 AM.
Cast:
$Me: guess who?
$DbL: Disbelieving lady
$Supe: My direct supervisor
$Me: Thank you for calling Tentacle Support, My name is Urashk, how can I help you?
$DbL: I have a bit of an odd request.
$DbL: My email address is on my parent’s account, and I would like to move it to my own account.
Not my department. Email management is handled by Home Internet, except for one specific case.
$DbL: ….and I have a Mobility Internet device.
Dammit. Specific case, my issue.
$Me: OK. I’d be happy to help you with that.What’s the email address you’d like to move?
Oh crap. ohcrapohcrapohcrapohcrapohcrap.
$Me: I’m very sorry to say, those kinds of email addresses are not supportable by a mobility internet device. They’re only available with internet service.
$DbL: Well, that’s not what they said!
Whut?
$DbL: They assured me that this could be done, and that you could do it!
$Me: “They” is the Home Internet team? The people who referred you to me?
$DbL: Yes!
$Me: I am very sorry about this. The only email addresses that can linked to a Mobility service are username@oldISPname.country, or username@company.web. The email addresses supplied by are non-transferrable.
$DbL: But that’s not what they said!
$Me: The team who referred you to me for help?
$DbL: Yes!
$Me: The team who referred you to me for help?
$DbL: Yes!
Sigh.
$Me: I’m very sorry. It cannot be done.
$DbL: Why not??
O_o
Short answer: I don’t know.
Longer answer: was its own independent company, that was bought outright by . It is barely integrated into the systems, and has its own completely separate service teams, support teams, contact details, and kitchen sink.
$Me: The mobility system cannot support these type of email accounts. All I can suggest is finding an alternate address.
$DbL: That is not an option. I need this moved!
$Me: I’m very sorry. It cannot be done.
$DbL: Put me through to someone else!
$Me: I apologize, but there is no-one else who can complete this request.
$DbL: I don’t want to talk to you anymore, I want to talk to someone else!
$Me: But you’ve reached the correct department, and I have the answer for your request. There is no-one else to talk to.
$DbL: Then I want to speak to your manager!! I’m sure HE will be able to help me.
$Me: My manager is actually a woman, and I am happy to get her for you.
$DbL: Excellent! I would be happy to speak with a woman!
$Me: Please hold.
Urashk uses ! is super effective!
$Me: So what did you say?
$Supe: Exactly what you said.
submitted by /u/Urashk
[link] [comments]
