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No, I cannot fix your battery over the phone

I do tech support for a cell carrier. We are fully remote. We do not do on-site support. I do not understand people who call about what are obviously hardware problems. For example, a customer’s cannot charge a phone even after trying different chargers and cables. That is obviously a problem with the battery or charging port, or something more serious like a circuit board. I understand people who want to know their repair or replacement options (repair store, insurance, etc), but we cannot send power through cell towers or replace a battery from hundreds of miles away. That makes as much sense as emailing them some printer toner.

What do you think?

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Read you the whole catalogue? No problem.

I wish it’s a prank and not ignorance.