OK, it has been awhile since i told one about work--added a new one.

[Byte 2.0]

OK, many of you know i was recently promoted at work. I am a supervisor now. There are several supervisors at equal level as me.

Everyone at my level is the highest level supervisor that will do any trouble shooting with a customer, meaning if we can't fix it we send it to tier 3 but they are not supervisors.

It is an odd chain.

Yesterday, I took an escalation from an agent, the customer would not even tell the agent what the problem was, OK, no big deal. I understand some people have had a bad time with some agents and want to get to a higher level.

Bare in mind, I said I am equally high as any supervisor that will do tech support, I am considered Tier 2. We do have a Tier 3 at another location for deep windows problems or anything in the registry.

Anyways, after the guy tells me the problem, I look at has a simple problem. I told him that I could fix that and I was very good with our email system. It was email related and I needed to reset the password. I ask him to verify the account so that I can legally change the password, he doesn't want too.

He then demands my supervisor. I put him on hold for about 3 minutes, then came back to him, told him I could get him my supervisor however my supervisor is purely administrative and will not do any trouble shooting or work on the account.

He then verified the account and let me fix him.


Part of the reason he was upset, he is accessing the same account from home and work.

At home he was getting every email twice he said.( be believed the problem was our server sending them twice)

I had him at work. At work he was getting a password error.
once he work account was right, it only gets emails once.
With out trouble shooting his home account, I believe it was a mail rule causing the problem.
Once I fixed the password, advised him when he goes home he will have to use the new password there as well

[LocoCoyote]

One can only grin and bear it....

[LawyerRon]

What an idiot.

[Byte 2.0]

OK, I got another one.

What is up with these people.

Took a call, it was clear in the notes what his problem was. Last night the solution was to have the Network Sysop correct a problem with the user name, more in depth then just resetting the password.

This is the simple break down, 8 pm last night the problem was found, customer didn't like the solution, because getting that type of problem may take as much as 24 hours(depending on the que), and he would not consent to the fix.

Today at 11 am, I get him escalated too me.

He is demanding that I fix the problem with in 5 minutes or he is going to file a lawsuit.
Telling me he doesn't have 24 hours to wait, I told him it normally does not take 24 hours that is simply a maxium time and the sooner I submit the request the sooner it would be fixed.
The type of problem he had and I later did verify the problem, needs the Sysop to rebuild the account. which may take up to 24 hours, or simply create a new user name.

Creating a new account was in my power but takes about 10 minutes and the customer would lose their existing email address and such. he didn't want to lose that so the only fix was to get the Sysop involved.
This jerk, refused for 25 minutes to let me make the phone call to verify the problem, when I finally got to verify that was indeed the problem, this man that claimed to be a lawyer threw a temper fit, I have seem more cooperative 3 year olds.
(this of course gets me on their good side when they tell me they are losing thousands of dollars every day, I say invest in a better connection we have them too)
This man that mind you was using a residential account for business demanding was is not possible.

After the sysop confirms the problem to me, they of course need a ticket submitted with all the details before they can fix it, I go back to the customer and confirm to him what the problem is and what needs to be done to fix it.

I start writing the ticket out, with him screaming and yelling,

I pause, and frankly ask him

"Do you want me to Fix it?"
he replies yes I want it fixed and if you don't stop being so condescending to me I am going to add you to the lawsuit. Then he continues his general demands about how I am going to fix his problem.

I reminded him if he had let them fix it last night, it most likely would have been fixed by now, about which time I finished my ticket and submit it.

He then says he is going to use his dial up because he had to get back on line, I told him our dial up would also be effected as well. I put him on hold went back to the sysop and was told with in 3 minutes they had the problem fixed and it would take about 5 minutes go hit all the servers.


I went back to the customer and I heard dial up connecting and He is Bitching about having to sign up for AOL just so he can get back on line and saying he is going to sue for reimbursement of having to use another provider, I simply told him to try his DSL that it was Fixed, he then didn't believe me, he tried it and it connected and he was surfing

The whole problem began a few days before when his account was turned off for non payment and when it was reactive only the email feature activated.

he thanked me for putting up with his rudeness to which I say

And have a NICE day, then I hung up on him.

My Direct supervisor had the pleasure of listing to the call and recorded it. I got to sit in a room with the Operations managers with a rep from the client we support. They could not believe how didn't go off on that customer and they saved the recording incase the customer tries to make a point out of it.

My favorite part was when i ask him if he wanted me to fix it. I am still laughing a bit inside.

Dont' get me wrong, there are enough problems that I can not fix, but Most of the daily problems can be fixed rather quick, some are more involved and others I have to get other departments involved or even a higher level of technical escalation going, but like most good techs when you know you have the correct solution, you just know it.

[TimPoet]

What a cheesy bastard. That nincompoop defaults on his payment and has a headache from that and he cries and screams like a baby cuz he has to face reality.

[bearcub]

That's not unusual when people are having problems, especially financial ones. I used to be a copier/fax technician, and usually the ruder the people in the office were, the more likely the business was in trouble in some way.

Got to where I would be telling my boss, that he should be doing C.O.D. business with a particular company. He learned to listen to me after a couple of companies stuck him.

[EzyStvy]

Oh, the great life in tech support.

Few years ago I returned a call to a girl named Cindy called. She started right off screaming at me for taking so long to get back with her. She has a business to run etc. She went on and on. When she paused to take a breath, I jumped in and asked her what the problem was.

She said she wasn’t done yelling at me. Luckily for both of us, I was in a good mood. I said fine, if it’ll make you feel better, go ahead and yell some more. BUT, here are the ground rules.

1. No profanity or I’ll hang up and you’ll get to wait a few hours for my call back.

2. No reference to my mother or I’ll hang up and you’ll get to wait a few hours for my call back.

3. If you’ll keep in mind that I’m just a hard working slob doing the best I can….and that we could probably be done by now if I know what your problem was.

She finally realized what a bixxx she was being and told me her problem. I said oh, passwords are case sensitive. I hear a few keys on her keyboard and then she hung up on me.

Good riddance.

[Byte 2.0]

Normally the most Rudy people are people that have not had their first bill yet and having a minor problem too.
Similar to what Ezystvy's type of problem.

[Mr N8]

LOL! That second one is good. Sounds like a guy that works here called you!

I got a call yesterday from someone complaining that their computer is locking up a lot. Some background: I've given them a log to mark what they are doing, what programs are open, what errors come up, and when it occurs. She refuses to fill it out. She says its a waste of time, and it would do me no good anyway.

Anyway, back to yesterday. I tell her that I can try to get out there by the next day, but otherwise, I'm scheduled to do routine maintenance there next Wednesday. Of course next Wed is completely unacceptable, so I tell her that I will see what I can do to get out there by the next day. She suddenly becomes cheery, and says thank you. Then she tells me that she will only be in in the morning, so I should come then, because she will be on vacation for 2 weeks after that. I almost die laughing once she hangs up. Her logic has failed me, and I will be going out there next Wednesday.