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reynardoSmegging ruddy customers *sigh*
I got a note back tonight to say that a customer complained about my service and that I had had him get a tech out that had cost him $99 but it was my fault because there was nothing wrong with his modem and I should have been able to diagnose that. Also apparently I didn't tell him about the charge.
OK, the case was a couple of weeks ago. I vaguely remember it, but there are certain things I do with every customer having problems connecting, and more so with someone who has only that day been connected:
1) I always ask if they are connecting using a USB or Ethernet cable, and I usually end up describing the cable ends.
2) I also ask if they're running a network, a router or a hub, or more than one computer connected to the internet.
In this particular case I remember the guy said that he hadn't been able to connect since the technician left. He mentioned no other computers. He said he was connected using an ethernet cable, and when I got him to look at the back of the modem there were no flashing lights next to the ethernet port.
Once in a while we get a faulty ethernet port on a modem, and this looked like exactly that. I booked a technician to take a new modem out, and made the appropriate notes on the account. As per regulations I did inform him that if the problem turned out to be his fault he would be charged for the tech call. Mind you, I didn' specifically make the notes on the file of "No network, no other computers" - because you make those notes when there are other machines, not when there's not.
And now it turns out the tech got there, the guy had been swapping between three computers using both USB and ethernet cables, and all he had to do was power-cycle the modem between changes and he would have been connected.
He's complaining that a) I didn't trouble-shoot properly b) I rushed the call and took less than 2 minutes (unlikely since just to do a basic ID check takes about a minute to start with and the rest would have taken longer) and c) I didn't tell him about the charges. I've also been criticized for not leaving full notes detailing all the troubleshooting. The TL who took the call has credited him back the callout fee.
Shit.
Luckily, this is the first such complaint I've had. It shits me totally, though, because it makes me look like I didn't do my job, when it's because the guy didn't give the full story of what he had when I asked him.
Fuckwits.
And then, when I was putting some glasses away in the kitchen, one of those so-called unbreakable one bloody well EXPLODED everywhere over me and the benches and the floor and into my breakfast and it was a good thing I was wearing glasses as the shards hit my face too.
Now I've got glass all through my clothes and hair, and I'm still having to deal with idiot customers who look at porn pages then get surprised when they get hit by pop-ups.
I got a note back tonight to say that a customer complained about my service and that I had had him get a tech out that had cost him $99 but it was my fault because there was nothing wrong with his modem and I should have been able to diagnose that. Also apparently I didn't tell him about the charge.
OK, the case was a couple of weeks ago. I vaguely remember it, but there are certain things I do with every customer having problems connecting, and more so with someone who has only that day been connected:
1) I always ask if they are connecting using a USB or Ethernet cable, and I usually end up describing the cable ends.
2) I also ask if they're running a network, a router or a hub, or more than one computer connected to the internet.
In this particular case I remember the guy said that he hadn't been able to connect since the technician left. He mentioned no other computers. He said he was connected using an ethernet cable, and when I got him to look at the back of the modem there were no flashing lights next to the ethernet port.
Once in a while we get a faulty ethernet port on a modem, and this looked like exactly that. I booked a technician to take a new modem out, and made the appropriate notes on the account. As per regulations I did inform him that if the problem turned out to be his fault he would be charged for the tech call. Mind you, I didn' specifically make the notes on the file of "No network, no other computers" - because you make those notes when there are other machines, not when there's not.
And now it turns out the tech got there, the guy had been swapping between three computers using both USB and ethernet cables, and all he had to do was power-cycle the modem between changes and he would have been connected.
He's complaining that a) I didn't trouble-shoot properly b) I rushed the call and took less than 2 minutes (unlikely since just to do a basic ID check takes about a minute to start with and the rest would have taken longer) and c) I didn't tell him about the charges. I've also been criticized for not leaving full notes detailing all the troubleshooting. The TL who took the call has credited him back the callout fee.
Shit.
Luckily, this is the first such complaint I've had. It shits me totally, though, because it makes me look like I didn't do my job, when it's because the guy didn't give the full story of what he had when I asked him.
Fuckwits.
And then, when I was putting some glasses away in the kitchen, one of those so-called unbreakable one bloody well EXPLODED everywhere over me and the benches and the floor and into my breakfast and it was a good thing I was wearing glasses as the shards hit my face too.
Now I've got glass all through my clothes and hair, and I'm still having to deal with idiot customers who look at porn pages then get surprised when they get hit by pop-ups.
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no subject
Date: 2004-06-07 05:21 pm (UTC)But eh, if it's the only time it's happened with you they'll realise it's not your fault, right? Right...
*hugs*
Date: 2004-06-07 08:59 pm (UTC)*sighs* I hate management too.. they never pass on praise but are sooo quick to point out when they think you've stuffed up..
no subject
Date: 2004-06-07 09:40 pm (UTC)*hugs* Hang in there. I'm glad you weren't injured from that glass. And I hope your boss let you have a good swear/cry unhindered.
no subject
Date: 2004-06-07 10:17 pm (UTC)At M>Tram, before the takeover, when a complaint came in against you, you'd be called in if it were serious or asked to submit a report if it were less serious. Majority of the time, it wouldn't be your fault, or there would be a legitimate reason for your actions, which were misunderstood by the person complaining.
One such example was when I was transferring a tram from the depot to the workshops. In such cases, you run out of service - not taking passengers. One person signalled the tram, but of course I didn't stop. Next day there was a complaint sitting in the office that I failed to pick up and so forth.
I pointed out that the tram was on transfer, and the response was "oh, ok, we didn't realise it was on transfer" (fair enough). Next thing I find is that the person had been sent a letter stating "We have spoken to the driver concerned and taken steps to ensure this will not happen again. Please find enclosed a Zone 1 daily ticket to make up for the inconvenience".
FFS! Not Happy Jan!