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Sherlock Ohms

The Case of the Confused Customer

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GlennA
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Gold
Re: Just a guess
GlennA   8/25/2013 9:55:49 PM
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270mag;  How did you explain this to the customer ?  Seriously, how did you tell him that he was supposed to remove the insulating caps ?

78RPM
User Rank
Gold
Re: A similar problem
78RPM   8/25/2013 2:42:43 PM
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tekichip, I know what you mean by scripts. When I moved and tried to discontinue my Dish TV subscription, Dish tried to send a shipping box to me for return of my old equipment. They repeatedly sent it to my old address. In one case my complaint was handled by someone in the Philippines and I heard children screaming in the background. A further complaint was handled by someone in India. He wanted to know what country Montana is in. As I gave him my address he said he didn't have enough lines to contain it. "How many address lines do you have?" I asked. "One," he said. He claimed that has to include my address plus city and state and zip. I had to escalate my problem to an executive level of the company. During a string of scores of emails the company had turned me over to a collection agency to try to bill me for the unreturned equipment. I had to ask the executive to fix that on my credit report. It's hard to find good help these days.

78RPM
User Rank
Gold
Re: Challenge
78RPM   8/25/2013 2:22:53 PM
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@vimalkumarp, It's also hard to troubleshoot in person sometimes. A helpful salesperson at Best Buy told me about a customer who complained that his cell phone wasn't working -- he wasn't receiving any calls. The Geek Squad tried it out and made a couple of successful calls. He seemed satisfied and as he walked away, the technician noticed that he turned the device off.  "Sir," he asked, "Do you always carry it around that way -- with it turned off?"  "Yes," the customer replied. "But you have to have it on to receive calls," the technician advised. The customer replied; "But doesn't that use up my minutes?"

It's a good thing the technician watched the customer for a few more seconds.

Nancy Golden
User Rank
Platinum
Re: A similar problem
Nancy Golden   8/24/2013 7:14:45 PM
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I feel your pain, tekochip. In that particular instance I had narrowed down the issue and knew the area we needed to focus on, but the tech support guy with the foreign accent absolutely refused to deviate from the script. At least when you are defragging a disk, you can walk away and come back later...we didn't get anywhere and finally I had to get transferred to another department where they actually had technicians answering the phone calls. The technician understood what I was explaining and did not respond with "Is the computer plugged into the wall outlet?" when I was done - for which I was grateful. After that, things proceeded smoothly and we eventually solved the problem.

tekochip
User Rank
Platinum
Re: A similar problem
tekochip   8/24/2013 12:00:43 PM
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Nancy;

I find it very frustrating when they work from a script.  I had a recent issue with a Samsung Smart TV.  Even though the description of my problem clearly described that the TV was running and connected to the netwrok, I had to go through every single step of the scripted diagnostics with the service rep.

In the end the problem was solved, but it was as painful as waiting for a disc to defragment.

vimalkumarp
User Rank
Gold
Challenge
vimalkumarp   8/24/2013 5:18:09 AM
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It is really a challenge to troubleshoot over phone. I think there is a opportuniyt for usability engineering experts to design a framework for troubleshootign over phone ..!

Nancy Golden
User Rank
Platinum
Re: A similar problem
Nancy Golden   8/23/2013 11:19:40 PM
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Rob, I called tech support one time on a computer issue and it was obvious the person on the other line was reading from a script. The first question he asked was if my computer was plugged into the wall outlet. It must be more common than one would think...

Debera Harward
User Rank
Silver
Re: Incompatability
Debera Harward   8/23/2013 5:42:32 PM
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I also think that no insulator on the plugs were present or he himself has removed them by mistake.

270mag
User Rank
Iron
Re: Just a guess
270mag   8/23/2013 4:43:49 PM
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tekochip, That was the guy's problem. He actually couldn't plug it in, but didn't know why.

270mag
User Rank
Iron
Re: Incompatability
270mag   8/23/2013 4:40:19 PM
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In fact, the insulators are no longer provided.

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