Hello, I’m a complete idiot. What can I help you with?
So today’s post is more of venting session for me. A little something to help get all my stress and frustrations off my chest. Let me fill you in on the story…
I recently moved to a new place in San Jose, so I called a certain Internet Provider, that will remain nameless, to transfer service to my new place; a simple problem that should have an easy solution. But of course, I could have accomplished more by talking to a rock. Here’s a copy of the transcript I had with tech support
Alex Red: Hi, Brent Callister. I understand that you want to setup your DSL connection for your new location. Is that correct?
Brent Callister: yes
Alex Red: I apologize for the inconvenience this has caused you. Please allow me to guide you through the proper resolution for your issue.
Alex Red: May I please have your DSL Telephone number?
Brent Callister: i don’t know the new one
Brent Callister: i believe the old one was 408-261-****
Alex Red: Okay, thank you!
Alex Red: I am going to run a line test.
Alex Red: What type of modem do you have?
Brent Callister: the wireless one you sent me 2wire i believe
Brent Callister: i think i need my new dsl telephone number
Alex Red: I see.
Brent Callister: i’m getting the wireless signal on my computer but I can’t connect
Alex Red: Have you contacted our Sales dept. to transfer your service to your new location?
Brent Callister: yes…they said it would be ready yesterday at 8pm
Alex Red: I see.
Alex Red: May I know the status of the lights on your 2wire modem right now?
Brent Callister: I’m not in front of them right now, but I had 4 green lights
Brent Callister: i tried to register the product again but I need the new dsl number
Alex Red: Okay, it means that your modem is getting a great signal.
Alex Red: Is it connected to your computer right now?
Brent Callister: no
Brent Callister: I am at work
Brent Callister: I need my new dsl number to register it I believe
(notice that this is the 4th time I’ve simply asked for the new number)
Alex Red: I see. Since you are not at home I have to refer you to our voice support dept. for further troubleshooting.
Alex Red: Let me create a case reference number for you. One moment please.
Brent Callister: can you please just give me the new number
Alex Red: The number for your service is still the same.
Brent Callister: then how come I can’t register that number for the wireless device
Brent Callister: its says that number is invalid
Alex Red: You will get a different number once you ordered for a new phone number as well.
Brent Callister: I already did that
Alex Red: That’s why I have to refer you to our voice support dept. to check for that.
Brent Callister: ok
Alex Red: Thank you for staying in our chat session!
Alex Red: Based on our experience, this issue is best resolved when working together with one of our support agents over a telephone line because it requires multiple troubleshooting steps. Please call us at 1-877-722-**** and reference case number: ********* . We look forward to speaking with you to resolve this issue.
Alex Red: Please call them once you get home.
Brent Callister: wait
Brent Callister: i’ve tried that number for the last 2 days and i can’t get through
Brent Callister: can you give me a direct number please
Alex Red: I’m sorry, but that is the only number for our voice technical support dept.
Brent Callister: are you serious?
Alex Red: Yes.
Brent Callister: is there a way i can get a response without a 40 minute wait
Alex Red: Let me check.
Brent Callister: ive been on hold twice for longer than 40 minutes
Brent Callister: and no one has picked up
Alex Red: Thank you for staying in our chat session!
Brent Callister: ok..
Brent Callister: how come it is so difficult to set this up
Brent Callister: all I did was change locations
Alex Red: Please try to say on the voice prompt to be transferred to code: 861.
Brent Callister: so just say 861?
Alex Red: Yes.
Brent Callister: at the beginning of the call prompt and i should get someone?
Alex Red: Yes.
Brent Callister: ok…so if I supposedly have the same dsl home number what is the problem then
Brent Callister: because im picking up the wireless signal
Alex Red: You will need to re-register your account.
Brent Callister: yes, I’ve tried doing that, but I can’t complete it because it won’t accept my home dsl number, which you have been telling me this whole time is the same as before i moved
Alex Red: When did make your order to transfer your DSL service?
Brent Callister: last week
Alex Red: Have you contacted our Sales dept. for that?
Brent Callister: yes
Alex Red: Did you use the same number?
Brent Callister: isn’t that what you are supposed to tell me?
Brent Callister: we were given 408-261-****, and then we moved
Brent Callister: but said we would get a new number
Brent Callister: can you just tell me the number so I can register it tonight
Alex Red: I am still trying to look for a new number from your account but I can’t see any.
Alex Red: I keep on going back to your old account information.
Brent Callister: ok, well can you get the new account then
Brent Callister: because they said they were giving us a new number
Alex Red: And I also was not able to pull up a new order from your account, I am sorry.
Alex Red: I would be better if you are going to call our Sales dept. again.
Brent Callister: this is ridiculous
Alex Red: They are the one who can verify your new number if there’s any.
Brent Callister: well there is one because they told us there is one
Alex Red: Can you try calling them again?
Brent Callister: will they answer this time?
Alex Red: If there’s is one they should tell you what it is.
Brent Callister: but you can’t?
Alex Red: Yes, please try to call them again.
Brent Callister: you guys are morons
Alex Red: I understand your frustrations, Brent Callister.
Brent Callister: Do you, Alex Red?
Alex Red: But I did my best to help you with this issue, I just really need to refer you to them to have your new DSL telephone number.
Brent Callister: I’m simply asking for my new dsl number which should be attached to my account so I can register it again
Alex Red: If I have that information I can give it to you immediately.
Brent Callister: Doesn’t that seem like pretty important information you should have, seeing that you are DSL support?
Alex Red: Yes, I can see your old DSL number but not the new one.
Brent Callister: well the old one doesn’t help anyone does it?
Alex Red: That’s why you will need to call our Sales dept. for you to be able to know your new DSL number.
Brent Callister: Yea I know that, but don’t you think it’s dumb that you don’t have that information?
Brent Callister: Its the most important information attached to the account
Alex Red: Yes, it is also confusing me that I can’t pull up a new order from your account. Sometimes this issue happens because our worksheet is not yet updated for the new information.
Alex Red: And since our Sales dept. is the one responsible in providing a DSL number, they can give you more accurate information about your request.
Brent Callister: ok, I’ll go call them Alex Red
Alex Red: I apologize for the inconvenience.
Alex Red: Other than this, is there anything else that I may assist you with today?
Brent Callister: Can you help me get the 2 hours back i just wasted?
Alex Red: I am sorry for that!
Alex Red: Thank you for your time.
Brent Callister: hey, no need to yell
Brent Callister: latro
Cries.
