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  • Putting The Brakes On This Scam
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  • Made A Good Call

    | NY, USA | Bad Behavior, Bosses & Owners, Coworkers

    (I have been on the phone for about 45 minutes with a customer that is very upset.)

    Me: “I am sorry, ma’am, that the store did not check to make sure [Product] would work in your area. I can look into it and see why not.”

    Customer: “You know that it was [Store] that sold it to me. Is there any way you can contact them?

    Me: “Ma’am, I can give them a call and if you wish I can call you back afterwards.”

    Customer: “That would be great. Talk to you in a few minutes.” *click*

    (I am about to call the other store when my coworker, who has been listening in, interjects:)

    Coworker: “You’re not allowed to call the stores, you know.”

    Me: “What? I have done it before.”

    Coworker: “Nope, it’s not allowed.”

    Me: “Well, I guess I’m in trouble then; I have done it every time a customer says something happened at a store.” *picks up phone to make call*

    Coworker: “If you call I’m going to report you to the manager.”

    Me: “Go for it.”

    (I then call the store and inquire why they did not check to make sure the product did not work. It seems it was a trainee that had filled the order and failed to see that they needed to make sure there was even coverage before completing the order. I hang up just as my coworker and manager come over.)

    Coworker: “Go ahead and tell [Manager] what you told the customer.”

    Me: “That I would be giving her a call back after I called the store to find out why they sold her a product without checking the coverage.”

    Manager: “Have you called the store?”

    Me: “Yes, ma’am.”

    Manager: “Good. After you call the customer back take an extra 15-minute break.”

    (She then walked back to her desk. After work she said I was one of the most dedicated employees she had. Made my day.)

    There’s A Crack In Their Window

    | Detroit, MI, USA | Criminal/Illegal, Employees, Liars/Scammers, Technology

    Scammer: “Hello Ma’am. This is Microsoft Tech Support. We have a report from your internet service provider that your computer has been hacked and is sending out viruses.”

    Me: “Oh really?”

    Scammer: “Yes, Ma’am. Your ISP is giving this tech support assistance absolutely free to all their customers. I just need you to sit down at your computer and I’ll give you directions so on how to fix the problem.”

    Me: “And who did you say is calling?”

    Scammer: “This is Microsoft Tech Support. And the call is absolutely free. If you will just turn on your computer, I’ll walk you through fixing the problem so that we can stop the hackers from using your machine.”

    Me: “No, you’re not.”

    Scammer: “Excuse me?”

    Me: “You aren’t Microsoft Tech Support. This is a scam.”

    Scammer: “No, Ma’am. Windows is from Microsoft, and I’m calling because your Internet Service Provider contacted Microsoft about your computer being hacked. Your ISP is paying for this call; therefore, we here at Microsoft can help you fix your computer free of charge.”

    Me: “I don’t think so. You’re hacker and you’re trying to get access to my computer. And it won’t work because I already know it’s a scam. I use Linux.”

    (Very long silence… *click*)

    They’re Not On The Same Page

    | Dusseldorf, Germany | Coworkers, Extra Stupid, Technology

    (I’m working in the local IT department of an international law firm.)

    Me: “IT support. How may I help you?”

    Lawyer: “I can’t print.”

    (I see the lawyer’s name and room number on my display.)

    Me: “Hello, Mr. [Lawyer]. What do you mean, you can’t print? I don’t have reports of printer malfunctions, yet. Could you please describe your problem further? Do you get an error message?”

    Lawyer: “I can’t print! There is no error message; the d*** thing doesn’t react at all!”

    Me: “On which printer are you trying to print?”

    Lawyer: “Which printer? F****** all of them! I even installed a printer on a different floor!”

    (I connect remotely to his PC and see that he has a Word document open and every printer in the selection box gives the status ‘ready’. Additionally I check every printer on his floor via our Web Interface for error messages. No error comes up.)

    Lawyer: “I need the last page printed out ASAP. Every time I’m in a hurry these d*** PCs aren’t working. Why can’t you and your colleagues get these f****** things to work like they should?”

    Me: “Uhm… you need the last page printed? That would be page three of that document?”

    Lawyer: “No, godd*** it! Are you blind? Here, in the line ‘print page xx’ I typed in page four! I need page four! I have a meeting with a client in five minutes and I need this page for my notes! F***!”

    Me: “Is this the correct document? Because I see that this document only has three pages.”

    (I change the four into a three and click on ‘print,’ and sure enough the printer in his office starts printing.)

    Me: “The printer seems to be working fine. Is this the page you need?”

    Lawyer: “Uhm… this is the page… Yes… Well… I can handle it from here. Bye.” *click*

    Working Here Can Be Magical

    | SC, USA | Bosses & Owners, Coworkers, Geeks Rule

    (At the call center where I work certain times of the year are known for being very slow, having long ready times between calls, and not much work to do. Additionally, my coworkers and I are all well established nerds. As a result, weekends during this time of year tend to be relaxed and some of us bring in games and things to play with while we’re waiting for calls.)

    Me: “So I tap three mountains and counter your move.”

    Coworker: “Fine. I tap an island, and play this. Discard three off the top of your deck.”

    Supervisor: *suddenly stands up and looks over at us wide eyed* “Are you two seriously playing Magic: The Gathering on the call floor?”

    Coworker: “Yep. You want in?  I got a green deck and a black deck left.”

    Supervisor: “You know you can’t… Wait, is that a new deck?”

    (He didn’t come play with us, but did stand around at our desks for almost an hour watching the game.)

    Double The Charge For Half The Effort

    | Tampa, FL, USA | Employees, Ignoring/Inattentive, Lazy/Unhelpful, Technology

    (I am having trouble with a company’s website and absentmindedly place an order for “regular” shipping instead of expedited shipping. As it is for a product that I need the next day, I call the company’s tech support to see if they could upgrade the shipping. They cannot. I authorize them to cancel the order so that I can reorder. I am assured that my credit card will not be charged and the item will not be shipped. I then reorder the same item with expedited shipping and I receive it the next day. However, a week later, I receive the order I had placed originally and check my credit card to see that I have been charged for the ‘canceled’ order. I phone billing/shipping for that same company and explain the issue.)

    Agent #1: “Sorry, miss. You need to speak to tech support since it’s regarding a computer product. I will transfer your call.”

    Agent #2: “Hi. My name is [Agent #2]. Can you please provide me with the computer model?”

    Me: “Hi. The computer number doesn’t matter.” *explains issues*

    Agent #2: “Sorry, ma’am, but you need to speak with billing. Would you mind if I transfer your call?”

    Me: “… That’s fine.”

    Agent #3: “Hi. My name is [Agent #3]. How can I help you?”

    Me: *explains issue*

    Agent #3: “I’m sorry, ma’am, but there is no way we can refund the money since you received the product.”

    Me: “I called and was assured that I would not be charged for it.”

    Agent #3: “Well, looking at your order, it appears that your card was not charged.”

    Me: “That’s untrue. I’m sitting here with my credit card statement in front of me showing two charges. The first charge for [amount] that I was not supposed to be charged for and the second [much larger amount] that’s appropriate.”

    Agent #3: “I’m not sure what you would like me to do, ma’am.”

    Me: “Get me your supervisor, please.”

    Agent #3: “The supervisor is unavailable.”

    Me: “Then I will wait.”

    (Miraculously, he was suddenly able to find a supervisor.)

    Supervisor #1: “Hi. My name is [Supervisor #1]. How can I help?”

    Me: “By this point, I have been on the phone with your company for 30 minutes. I have been transferred several times. I am trying to get [smaller charge] refunded to me since I was ASSURED by your company that the charge was not going to occur. I want the charge reversed and instructions on how to send this product that I do not need back to your company!”

    Supervisor #1: “Ma’am, my records show that your credit card was never charged.”

    Me: “And yet somehow my credit card shows the charge? That’s not possible. I want the [smaller amount] refunded!”

    Supervisor #1: “Well, you need to speak with tech support. Let me transfer you to tech support.”

    (Realizing that I’m getting nowhere with this supervisor, I agree.)

    Agent #4: “Hi. My name is [Agent #4]. Can I get your computer model number?”

    Me: *explains the issue again*

    Agent #4: “I’m sorry, ,ma’am. That’s an issue for billing.” *transfers me to billing*

    Agent #5: “Hi. My name is [Agent #5]. How can I help you?”

    Me: “I need to speak with your supervisor.”

    Agent #5: “I’m sorry, ma’am. He’s unavailable. Perhaps I can help?”

    Me: “You’re the sixth person who I have spoken to. I’ve been on the phone for over an hour to fix a SIMPLE issue. Please. Just get me your supervisor. I’ll wait.”

    (I get transferred to the second supervisor and go through the same argument with him. He again informs me that my credit card was never billed.)

    Me: *trying my best to remain calm* Okay. Let me put this another way. At this point, you’ve wrongfully charged my credit card. I’m calling to dispute [smaller amount] not the [larger amount]. I fully intend on sending you these disks back, too. I’m trying to do the right thing here. I could have just called my credit card company and filed a report with them from the beginning. I’m trying to give [Company] the chance to remedy this. If you don’t refund the [smaller amount], then I’m left with no choice but to go to my credit card company. At this point, you’re the seventh person I’ve spoken to. I have a list of every last one of their names, if you don’t believe me. I also intend to use those names if I have to file a separate complaint with the Better Business Bureau. You call this customer service? I’ve been on the phone for over an hour over [smaller amount]!”

    Supervisor #2: “Ma’am, I’m sorry for all your troubles. I’ll reverse the charge for you and you will see the amount returned to your account within three business days.”

    Me: “Thank you.”

    (The amount was not refunded to my account within three days. I waited two weeks and the day before I was planning on going to bank to dispute the credit card charge, I received a survey from the company about my ‘recent customer service experience.’ I went into details, included names, order numbers, and a full explanation of the situation. Funny thing: I checked my credit card and the money was refunded the next day.)

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