(all company names and employee names changed to protect the innocent...
or well in the customers case... the guilty)
This one will take some explaining but is well worth the read if you ask me.
I was working as a phone technician for Blorchizon, so for those of you
in the know... we get the weirdest of the weird. I had moved up through
the ranks and had become a tier 3 agent, handling only the most
difficult of issues.
One fine day everything was going normal, customers with weird
throughput issues, customers in areas with recent flooding and more,
when this lovely issue occurred.
A tier 2 agent had been working on this call for about 20 minutes and
could not isolate the issue. The call had been moved up to them after 10
minutes on the front lines. Needless to say, they contacted me and
described that the customer wasn't getting any internet access and
nothing they did was changing the issue. So I told the agent to transfer
the call to me and this is what transpired:
Me: Thank you for holding, my name is Jed with Blorchizon advanced
support. How can I help you?
customer: Hi Jed, my name is Joe and that last guy was really nice, but
we can't fix my issue!
Me: I'm aware of that Joe and I'm really sorry. It seems like something
out of the ordinary is going on here and it is my job to find it and get
you back up and running.
Joe: Excellent... see I have a top of the line computer and it is new,
so I know it isn't the computer. It has to be your service.
Me: We'll see Joe.
At this point, I proceeded through basic troubleshooting to see how well
he would listen. This guy gave me all the correct answers to anything I
asked. For example, I'd direct him to the Control Panel and then into
the TCP/IP stack and he'd tell me everything was there exactly as it was
supposed to be. So we continued:
Me: Joe, I have to admit this is really strange, everything seems to be
exactly how it is supposed to be and you should be getting internet access.
Joe: Yep! That is what I've been saying. You know this all started...
Joe was disconnected right there. At first I thought to myself... Sweet!
It works now, no more issue. However it was our policy to try and
contact customers back if they were disconnected to make sure everything
was ok. So I grab the number from my caller ID and call back. This is
what I got:
*ring*
Lady: Thank you for calling Happy Meadows Mental Hospital, how can I
help you.
Me: Um..... maybe I dialed the wrong number, but do you have a Joe there?
Lady: Well... nobody on staff here is named Joe. We do have a patient
named Joe. Are you a relative?
Me: Uh... no ma'am I'm with Blorchizon Internet. Joe and I were on the
phone, apparently he is having trouble with his internet.
Lady: That isn't possible sir! He doesn't have a computer, and we don't
have internet access in our rooms.
Me: O....K.....
Lady: *urgent voice* I better go check on him!
I sat on hold for a few minutes, because now I was intrigued. Eventually
the lady came back.
Lady: I'm very very sorry sir. Joe had gotten a hold of a newspaper and
had found advertisements for Smell Computers and for Blorchizon DSL. He
has some boxes set up on his desk and thinks it is his computer.
Me: HAHAHAHAHAHAHAHAHA *yes I really laughed on the phone*
After a few minutes of explaining the issue to this woman, stating that
Joe had given me all of the answers I needed for everything, she told me
that Joe was very smart and had probably learned all the answers to give
when asked those questions by calling previously. I checked the note
system we had, and sure enough Joe had been calling in since 3:00am that
day and had talked to about 30 technicians.
I can still imagine it to this day, a guy sitting in a hospital gown in
front of a bunch of cardboard boxes on the phone trying to get his
internet working... absolutely fantastic.
_________________
Andy
Fear knocks at the door, knowledge answers and finds nothing.