Repost from r/talesfromtechsupport
I work as a tier 2 tech support agent. This was a call back that I had to make roughly an hour ago because there wasn’t enough information on the trouble ticket a tier 1 agent had logged. The Customer was not irate at all but was willing to redo troubleshooting which he said he had done. This was the conversation. He will be C.
Me: intro So, I understand you’re having issues with your TV.
C: Yes! I’ve tried rebooting the box. I’ve tried rebooting my modem and swapping the cables with no luck!
Me: Hmmm, can you try turning the volume up? (I saw his box should be working)
Audio can be heard
C: Oh my god. My wife is gonna kill me. I’m so embarrassed. I’m so sorry.
Me: Don’t worry! Anything else I can assist you with today?
C: No thank you.
Me: Have a good day.
The problem? His TV was on mute.