I worked a year at an ISP as technical support tier 1. The stories, y’all. The stories.
So, the ISP I worked for had an offer: if a customer had both an internet and cellphone subscription, they got something extra. The options they could choose from were a discount of five euros, a free recording package to record TV programs, or doubling of your data on your cellphone plan. Pretty straightforward.
Me: intro spiel how can I help you?
Customer: Well yesterday my recording package did not work. It is solved now but I would like compensation.
Me: Let me check for you.
Some customers also opted for having the recording package, even without a cellphone plan with the ISP. In that case, they paid five euros for it. I thought the customer fell in that category.
Me: Ma’am, you do not pay anything for the recording package. It is free for you. I cannot compensate you for something that you do not pay for.
Customer: That is ridiculous!!!!! I mean I pay for my internet and tv and cellphone so I am paying for this too!
Me: Ma’am that is incorrect. It is an extra that we offer you, nothing else. We do not have to offer you a free recording package, as you do not pay for it.
Customer: I don’t think you understand!!!!! Let me speak to a manager.
Me: My manager cannot come on the phone (true thing, they couldn’t).
Customer: Ask them if they will compensate me.
Me: Sure, please hold.
Rubbing my temples I walked to my manager. “Can you please just say no” I said to him. He laughed a bit and asked me to explain. After my explanation he laughed even harder and said no.
Me: Thank you for waiting, ma’am. My manager informs me that there is no compensation possible for a product that you do not pay for.
Customer: DO YOU EVEN KNOW WHAT I HAVE BEEN THROUGH. I HAD TO GO A WHOLE DAY WITHOUT RECORDING AND I HAVE MY ARM IN A CAST!!!! DO YOU KNOW HOW HARD IT WAS YESTERDAY FOR ME!!! GO ASK ANOTHER MANAGER!!!
Me: Yes ma’am.
Another manager, same story as the previous one. He did emphasize with me, and told me to hang up if she started yelling again.
Me: Ma’am, this manager holds the same opinion as the first manager.
Customer: Ridiculous. My life was made so hard yesterday, your tech rep made me do a lot of things to get it working again and now you will not even compensate me for the labour I did and the day where I could not record!!!!
Me: Ma’am, even if you did pay for the product, we could compensate you about 15 cents, as that is the day price for the product.
Customer: WHAT ABOUT MY LABOUR I HAVE AN ARM IN A CAST!!!
Me: I am very sorry about th-
Customer: NO YOU ARE NOT!!! YOU GUYS ARE STEALING MONEY FROM HONEST HARDWORKING PEOPLE. I DO NOT WISH TO SPEAK TO ANY OF YOU ANY FURTHER!!! click
I’ve got many more stories, if you guys are interested!
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