| May. 13th, 2008 @ 04:11 am It's Like a Technical Problem.... |
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My fiance and i both work technical support for DirecTV. i am a Protection plan tech, and he's a supervisor. if a customer escalates to a supervisor, he takes the call.
with that in mind, My fiance took this call tonight.
Woman called in because she had tried to pay her bill on the automated Phone System, or IVR. her bill was somewhere in the ball park of 63 dollars. she was calling, because somehow the 'computer' had screwed up (Couldn't possibly be user error) and instead of paying the 63 dollars she owed, she somehow authorized the computer to charge her bank over 5 thousand dollars. The charge went through, it wasn't declined.
My fiance explained her options. Either call your bank in the morning and cancel the payment, or call us back, as sales and billing was currently closed. they might be able to reverse the fee.
No. you're a supervisor. she screamed. you fix this. it's not my fault, the computer messed it up.
First off, even if the computer made the mistake, it confirms "you have chosen to pay xx dollars. is this right?" so after the computer told you you had chosen to pay five thousand two hundred dollars, you said yes. how is that a computer mistake?
She argues till she's blue that this was the computers mistake, not hers, and that she's not going to make herself look stupid by calling her bank and canceling the payment, and paying the fees for it.
Well lady, you're kinda making yourself look stupid by refusing to talk to your bank, but whatever.
Next, she argues that John has to fix it. he's a supervisor, he should be able to fix it. John explains (several times) that he's a Tech support supervisor, not a sales and billing supervisor.
She yells, curses, calls John incompetent and stupid, and asks how he could have become a supervisor if he can't do his job.
John calmly explains that he can do his job. as a tech support supervisor, not a sales and billing supervisor. she flips out again calling him stupid, when he finally replies with "Ma'am you can act like a child and call me names all you want, it doesn't change your two options. either call your bank, or call sales and billing in the morning when they open."
at some point during the call, he explained (again) that we were technical support. not sales and billing. she then replies with "this is like a technical issue"
Riiiight.
But seriously. Over Five thousand dollars. even if the computer made a mistake why would you authorize it? i especially loved how she's calling him stupid, and refuses to call her bank because it would make her look stupid. |
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