Can’t help if you don’t call

I work as tech support for internet/wifi in rental properties. I had a call where the caller requested I take a message down for my bosses. I agreed and he immediately launched into a tirade of how the internet at this property was the worst he’s ever experienced and he’s never coming back here. A solid 5 minutes of just absolutely bashing us. Somewhere in the middle of the rant I was able to suss out which property he was in and which area. I checked the records for that rental and saw no workorders had been entered for the last several months.

I could sense him winding down so I jumped in.

Me: OK sir, I’d be more than happy to pass along that information. Would you be willing to answer a few “exit interview” style questions that I can submit as a part of this?

Caller: OK that sounds good

Me: At any point during your stay, were you or anyone in your party contacted by our company to troubleshoot or resolve the issue?

Caller: No.

Me: At any point during your stay, did you or anyone in your party report this issue to the rental company for you unit?

Caller: Not that I’m aware of, no.

Me: Finally, what was the duration of your rental stay here?

Caller: 2 weeks.

Me: OK thank you so much. I will pass all of that along to my supervisors. Have a good day!

Caller: Uh, no wait-\*CLICK\*

Yes, I hung up on him. I filed the call in the notes and that was that.

What do you think?

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Got in trouble for actually helping a customer

I didn’t mute