Back and Bitchin'

Miss me? Or at least my stories? Good. Yeah, restless, I mean restful vacation alright. But who cares about that! Onto the good stuff.

Lets see, this customer today called in today to gripe about missing the world cup.
"Sir, for some reason, it looks like the technician was supposed to have gone out and added Tier 1 for you. If it hasn't been done, you'll have to wait for our emergency tech to check that for you."
"Miss, I've already missed today's game!!!! Plus one of your techs yesterday said this 'emergency' tech should have the work completed by this morning. IT'S NOT ROCKET SCIENCE TO GIVE ME A CHANNEL THAT I'M PAYING FOR. NOW IF YOU DON'T GET ME A DEFINITIVE ON WHEN THE TECHNICIAN WILL FIX IT, GET ME A SUPERVISOR. I'm going to switch providers if this issue isn't resolved."
"...Okay, I'm waiting for a reply from our department (dispatch) that deals with our technicians. They would be the ones to give me a better time frame for you. Can I call you back when I get that response from them?"
"NO, I'm waiting right here until I get a definitive. Your stupid rep previously told me that she'd give me a call back and she never did. So either you get on it now, or get me a supervisor who will."
"... alright then, we might be waiting for a while though."
"That's fine, I have all day since I missed the game."
And thus follows:
http://i75.photobucket.com/albums/i287/tsr-mia/b14f6416.jpg

A little background: We have two types of technicians. A TFR is a technical field representative, and they install stuff for our customers. A service technician checks signal/wire problems that make our customers stuff stop working.

Yeah, so basically what happened was the first request to our dispatch team was made at 11:38am, and then 10 mins later, even though the number is a service call number, he replies back saying tfr not on route. Well of course he's not on route because it's not a tfr that would be going out there, it would be a service tech. So I wait on the phone with the customer for almost 20 mins, and then get the same friggin response from the same person too!! That third reply was great too, "dont have tfr routed for today." Repeat of the previous posts. Yeah the supe took care of that one.


Another funny event we had a few days ago was when we had a Pay-Per-View (PPV) event for wrestling on channel 151. Our TSR2s were telling us to tune to channel 150 to check the signal strength for 151. Apparently, no one had checked the content on 150, because it turned out to have adult content. Haha, I could totally see a family with kids in the background tuning to 150 and finding that nice shocker out, cause they definitely sent out that email to stop us prrrretty quick.


OMG AND THAT CUSTOMER COMPLAINING ABOUT KVOS. She phoned in initially to complain about KVOS cutting off again a movie she was watching. So then I proceeded to give her the definitive in that we don't deal with the programming, we only show it. So I gave her the phone number for KVOS within 5 minutes of the call, and I thought that was that and we'd end the call. But no! She decided to rant for another 25 minutes on the history of KVOS and more crap than I'd ever need to know. By the 5 minute point into her rant, I had zoned out. The most I had caught was her knowing the former management, and how she had gotten the guy in the control room one night fired because he was drunk and was showing some adult movie. I must admit that was pretty funny.


Last funny story that I can remember for today was this lady who called in, inquiring about her bill. Her bill looked something like this:
Cable Services
FCS - $47.95
Telephone Services
Promotion - $-25.05
SDP - $55.00
So she called in to tech support to ask a question about billing. I didn't transfer her back to the CSRs cause she was complaining about being hung up on 3 times prior to getting me. But that's besides the point. So she said something like,"I don't understand why I'm getting charged an extra $47.95 when you guys told me initially that it was a flat monthly rate of $55."
"Okay, ma'am when we say SDP is a flat rate, it's the phone service alone with all its features for one monthly flat rate. Your television is a separate service with us, and that's $47.95."
"Oh okay, they're different services... I think I get it. Now I thought I was on a promotion for the first three months for $29.95 for SDP. Why does it say $55?"
"That's to remind you that $55.00 is our regular rate. The credit amount of $-25.05 is the promotion discount to bring your phone service price to 29.95."
"Oh... *thinks for a full minute* Okay, so it's $47.95 - $25.05, and then +$55?"
"Well, no ma'am that's a confusing way of looking at it. It might be easier if you see it as $55-$25.05 for your phone service so that you see the promotional price of $29.95 that you're getting for the phone."
"Oh... okay, so it'd be $47.95-$25.05..."
"Ma'am! They're in two different sections. One is cable services and the other is phone services."
OMG I HAD TO REPEAT THAT 4 TIMES BEFORE SHE GOT IT.
I don't understand people sometimes.

Oh well, I'm out. Till later.