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Where a customer has had the worst time of her life and is frustrated that I won’t understand her suffering

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!

submitted by /u/hatse_flats
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Didnt realize this qualified as ‘rude’

Customer lost in Spain.