Tiger Kitten (toranonekochan) wrote in bad_service,
Tiger Kitten

Seriously, It's Okay to Tell Me You Don't Know.

Operator: Hello, cable vision tech support.

Me: Yes, my mother and I just got the cable DVR box, and it's stuck in 'mute.' There's a big white mute symbol in the top center of our screen. I've tried hitting the 'mute' button from TV mode, from 'cable' mode, and I even tried resetting the box. Please help, my soap is on.

O: Okay, did you try unplugging the box and plugging right back in?

Me: *facepalm* I believe I did say I tried to reset the box, yes. (I'm trying to be as polite as possible here, I don't want to see myself on customers_suck later today...)

O: Okay, and that didn't work?

Me: ...No.

O: Okay, here's what I want you to do. Hit the 'TV' button on your remote until it blinks.

Me: Got it.

O: Now... press the 'Mute' button.

Me: *You can't be serious.* I've actually tried that one a couple times, which I believe I also told you when I explained the problem.

O: Right right. Okay then, hit the 'Cable' button.

Me: Are you going to tell me the hit the 'Mute' button from Cable mode?

O: ...Yes.

Me: Yeah... tried that already too. I already did all the 'Troubleshooting for Dummies' stuff I know. That's why I'm calling.

O: Okay please hold.

Me: Huh? Wait a- *Now I'm holding... and holding... and holding... and HOLDING...*

::Five minutes later::

O: Ma'am? I talked to my supervisor and he said some of the DVRs have been having this problem. It's a programming issue, not a device issue.

Me: ...

O: Ma'am? Are you there?

Me: Yes, what can be done to fix this problem?

O: Oh, he said they're working on it.

Me: ... and in the meantime?

O: ... Right! Right, I have a code I'm going to give you, okay? (Goes through the hullaboo of pushing ten different buttons in very specific order, which I follow diligently, or at least I thought I did, becaaaaauuuuuse)

Me: I just lost my video signal, too.

O: Hmmm I thought that would work. *Thought?* Okay, what's your account number, I'll just do a remote reset from here.

Me: *You couldn't have done that in the first place? It literally took you two seconds to do.* Okay, yay, I have video and sound back! So, you said this was a program thing, when can we expect the program glitch to be solved, roughly?

O: They're working on it. In the meantime, just try not to turn your cable box off. Only your TV.

Me: But what if I have to turn my box off?

O: Try not to.

Me: *Oooookaaaaay* And what are they doing to correct this problem?

O: They're working on it, ma'am.

Me: What exactly are they working on, what's the problem? If you don't know it's all right to say 'I don't know' I'm just being curious. (Honestly, I don't care if she knows or not, I was just wondering if she did. I'd have much preferred 'I'm not sure' to another)

O: They're working on it ma'am. Thank you for calling, have a nice day!

Me: Right. Goodb- *dial tone*

**Edit: I sincerely hope I wasn't rude to her at all. I may have been, and I feel bad about that. BUt I'm a service monkey too. 'I'm new at this, please be patient.' Was my favorite phrase when I started my new job...**

Xposted to toranonekochan
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