This is a true story from the Word Perfect Helpline, which was transcribed from a recording monitoring the customer care department. Needless to say the Help Desk employee was fired; however, he/she is currently suing the Word Perfect organization for 'Termination without Cause'.
Actual dialogue of a former WordPerfect Customer Support employee.
Operator: 'Ridge Hall, computer assistance; may I help you?'
Caller: 'Yes, well, I'm having trouble with WordPerfect.'
Operator: 'What sort of trouble??'
Caller: 'Well, I was just typing along, and all of a sudden the words went away.'
Operator: 'Went away?'
Caller: 'They disappeared.'
Operator: 'Hmm So what does your screen look like now?'
Caller: 'Nothing...'
Operator: 'Nothing??'
Caller: 'It's blank; it won't accept anything when I type.'
Operator: 'Are you still in WordPerfect, or did you get out??'
Caller: 'How do I tell?'
Operator: 'Can you see the C: prompt on the screen??'
Caller: 'What's a sea-prompt?'
Operator: 'Never mind, can you move your cursor around the screen?'
Caller: 'There isn't any cursor: I told you, it won't accept anything I type.'
Operator: 'Does your monitor have a power indicator??'
Caller: 'What's a monitor?'
Operator: 'It's the thing with the screen on it that looks like a TV. Does it have a little light that tells you when it's on??'
Caller: 'I don't know.'
Operator: 'Well, then look on the back of the monitor and find where the power cord goes into it. Can you see that??'
Caller: 'Yes, I think so.'
Operator: 'Great. Follow the cord to the plug, and tell me if it's plugged into the wall.
Caller: 'Yes, it is.'
Operator: 'When you were behind the monitor, did you notice that there were two cables plugged into the back of it, not just one??'
Caller: 'No.'
Operator: 'Well, there are. I need you to look back there again and find the other cable..'
Caller: 'Okay, here it is.'
Operator: 'Follow it for me, and tell me if it's plugged securely into the back of your computer.'
Caller: 'I can't reach.'
Operator: 'Uh huh. Well, can you see if it is??'
Caller: 'No.'
Operator: 'Even if you maybe put your knee on something and lean way over??'
Caller: 'Oh, it's not because I don't have the right angle - it's because it's dark.'
Operator: 'Dark??'
Caller: 'Yes - the office light is off, and the only light I have is coming in from the window.
' Operator: 'Well, turn on the office light then.'
Caller: 'I can't.'
Operator: 'No? Why not??'
Caller: 'Because there's a power failure.'
Operator: 'A power......... A power failure? Aha, Okay, we've got it licked now.
Do you still have the boxes and manuals and packing stuff your computer came in??'
Caller: 'Well, yes, I keep them in the closet.'
Operator: 'Good. Go get them, and unplug your system and pack it up just like it was when you got it. Then take it back to the store you bought it from.'
Caller: 'Really? Is it that bad?'
Operator: 'Yes, I'm afraid it is.'
Caller: 'Well, all right then, I suppose. What do I tell them??'
Operator: 'Tell them you're too f --- ing stupid to own a computer!!!!!'
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Oh I hope she gets her job back! LOL!
ReplyDeleteSo nice to see you back, Neil!
ReplyDeleteI once took a support call from a woman who had a real hard time trying to explain to me about a lot of white on her screen, she could type but there was loads of white and she couldn't get rid of it. As god is my witness, after about 15 minutes of increasingly less gentle questioning I managed to figure out she'd been leaning on her space bar. I should have known, the same woman had called a week earlier and when I asked her to type in her security password and press enter I eventually hung up after 20 minutes waiting for her to come back to the phone - apparently that was an instruction I forgot to impart.
ReplyDeleteThank you Neil, I needed a good laugh to start my day!
ReplyDeleteThose of us working with customers often feel that way about the "one who is always right!"
ReplyDeleteOh dear Nikki...... women eh? ;-)
ReplyDelete