Man, yesterday I had this chinese customer, Mrs Lo, who kept calling us, and getting me! I had her a few days ago, in which I booked a service call for her since it couldn't be fixed over the phone. Then, she called back complaining about the same issue after missing the service call since no one was home for the tech!!!
THE THING IS, when she called in, she had already spoken to a different rep who had a rebooked an appointment for her anyways for June 5th 6pm-8pm! I was like, (she didn't recognize my voice) well... you missed the service call for the technician to come and fix the problem the first time, so you'll have to wait for the appointment on Monday. It's imperative that someone is able to stay home so that tech can come and fix the signal issues.
Then the customer keeps arguing with me that she was able to watch it this morning and yadda yadda yadda and how our service sucks. She thinks it's only because she pressed some wrong buttons that this happened. I kept telling her that it was a signal/box issue, but SHE WON'T LET IT GO. Then finally, when she gets what I'm saying, she keeps insisting on an earlier date since this is an ongoing issue. I said no of course, since I'm not sympathetic at all as she missed her earlier appointment. Besides, a 6-8 appointment is near impossible to overbook. FINALLY after 20 minutes of repeating myself over and over again, we end the call with her not very happy.
THEN GUESS WHAT?!SHE CALLS BACK AGAIN IN AN HOUR AND GETS ME AGAIN!!! So she acts all nice asking for my name (still doesn't recognize me after the millionth call) and then proceeds to tell me her problem again even though I totally remember her. Then she was like oh, the previous rep wasn't very willing to help me, maybe you can help me? -_-. Lol, I told her the exact same thing as I did on the previous call, and we ended the call again.
Anyways, I checked today, and it seems that she called in yet again yesterday, and got a different co-worker who I guess got pressured into talking to a supe to overbook an sc for her. Or maybe he was just sick of her. I would be too. I should check with him haha. Geez.
And this customer!! Gosh, what a weird call. Weird and stupid, it's the last time I'm going to take internet calls today. For some reason I always get stuck with some long call that doesn't make any sense when I try to take an internet related problem.
Problem Description: cx cannot get online.. using us robotics router/two comps
Action Description: receive level a little low, but modem still online pc light is offline... told cx to check connection from modem to router..cx insists it''s tight.. told cx to do direct to comp, cx cannot as the comps are in diff rooms.. told cx to swap out rj45 cable.. no gotold cx to do direct to computer again, after awhile, cx has it done and there is now a link light at back of modem.. still no ip.. added free ip192 address.. release/renew, working now..however, while explaining issue of router to cx, modem kicked offline while on call!! had to bypass splitter from cv to modem.. modem came back online, however, cx doesn''t believe that it is her router problem, so she connected her router back, and this time it DID work, and there was a link light/cx could get online. very confusing call as link light shouldn''t have anything to do with rf.. told cx we can prove it out with sc, cx wants new splitter.. gave cx appointment date, she thinks it''s too late.. cx in a hurry, will call back to book an appointment.. if she insists on an earlier, i suggest booking an 09 crew to drop off a splitter, but explaining to her that tfr won''t be able to fix signal levels if that' is the issue.
The majority of you won't understand what that means. It's for my own reference really, it's funny to read back on calls that I've had that were crazy.
Basically that was my documentation of the call. She called in, couldn't connect to the internet. Modem was online, and functioning properly. However, it wasn't communicating with her device (computer/router). It has nothing to do with signal levels or not. When the issue is seemingly resolved, her modem goes offline just as we're about to end the call. Then when she finally gets it back online by bypassing splitter, she naturally to blame us. The kicker is the router works after getting modem back online. -_-. That's the gyst of it for you normal peeps.
Quiet.. I bet that'll change at around 4. *crosses fingers*
Keep you guys updated!
