It’s a normal day at work I have a few minutes in between phone calls so I am just making sure the last call I was on notes are done and entered. Call comes in I verify the account and the customer tells me that she has a tech on site and said tech has told her that her equipment is not compatible and it needs to be upgraded. Now before I took this call I received word from my supervisor that this issue was going on and what I need to do about it. So customer is calling in for the same issue. I speak with the tech and inform the tech of what is going on and the house decides to tell me that I do not know what I am doing and that I need to order this equipment and be done. So I get the customer back on the line and ask what her problem is that the tech is there for? I inform the customer that this is a known issue and the equipment she has does not have to be replaced. I find the issue and fix it well the tech decided to get back on the line with me and tell me not to worry with anything because he ordered the parts and I told him per my sup I am not allowed to have any interaction with him that I have a job to do and I need to complete it then tech continues to keep on and I tell the tech do I need to get to you a sup to tell you the same thing I have been telling the customer? Mind you this all took place when the tech on site told the customer to hang up on me. Not only did I fix the issue but the equipment was not able to connect to the satellite so I am unsure it fixed the issue. I really think the tech messed her equipment up and the sad part is my husband works for the same company as I do and has had dealings with the same field tech as well.
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