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Now this had to have been a year ago or more, and at the time I was doing tech support for a cellphone carrier.
I’m about 20 minutes late to lunch, but the other tech support person isn’t back from their break, so I’ve gotta wait a lil longer. I get a nice lil tech transfer, the lady is nice and over 50, the rep told me she had a pretty easy issue to fix. I’m happy as a clam to take the call, I take a look and its an iPhone 7. Which coincidently, is the last model of iPhone I owned. Nice okay, know where all of those buttons are and I have a simulator for iOS if shes on an outdated version I don’t know well.
The trouble…well it started immediately. I ask her if she has another phone so we can troubleshoot hers… of course not, they never do. So I tell her okay go to you settings menu and we will get started there.
She acts surprised, and asks me, “You can talk on the phone and use it at the same time?”….well I do inform her, well yes of course you can! That I was about to change her life for the better, if she hadn’t known before now. I tell her to go ahead and hit the home button to go to the main menu.
“The hang up button? Are you gonna call me back?” ummm… what? I tell her no, under that, the physical button located between the screen and the bottom of the phone. But… she still doesn’t understand. I spend the next 10 minutes trying to explain…that there is a physical button on the front of her phone that she can press and it will take her back to her home screen regardless of what she is doing. I explain if she had a newer iphone there wouldn’t be a physical button but still how to press the home button. Still… nothing. I look and I’m already at 15 minutes into the call. Finally she figures it out! And then once she was on the home page…. she didn’t know how to get to her settings menu. I explain what the app looks like, she doesn’t under stand what I mean by “a gear” and I just was not paid enough to take this hour long call and be over an hour late on my lunch. So I made an executive decision.
Me: “You know what, ma’am? I’m gonna be honest with you, I’m an android girl. I think your phone might be running an older version of iOS that I’m not really familiar with, so I’d like to get you over to an Apple Specialist. I don’t want you wasting your whole day with me!”
Her: “Oh honey thank you I’d appreciate that, I really don’t know much about phones.”
Me: “Okay great, thank you for letting me try and help you, I’m going to explain to them whats going on and send you over, have a great day!”
que me calling up apple, telling em: Yeah I’m tech and I use android, her issue is this k thnx byeeee and transfer her right over.
Did I feel bad? Only very little.
Sometimes you have to admit you are out of your depth on a call, and when that time comes… well a good ol transfer to manufacture will have to do.
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