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What part of "I can't access your account" don't you understand?  
03:33am 07/12/2009
 
 
LocaKitty
Apparently, this is going to be my mantra on Sunday night from 10:00 p.m. until 1:00 a.m.:
"I do apologize but I am unable to access your account at this time as our systems are updating."

So, this evening I had to explain to:

1) no, i can not change your price plan right now. not even if you beg, plead, offer me bribes of 70 virgins, 40 acres and a mule. Nope, can't do it. You can't do it, either. Know why? Because the systems are updating. I do apologize for the inconvenience, but you are SOL. Next time, don't wait until after midnight on Sunday to do a plan change. If this is something that you have done for the past few weeks then you would remember: THE SYSTEMS UPDATE AT MIDNIGHT EASTERN TIME EVERY SUNDAY.

2) i understand that you were screwing around with your phone (RTFM) and accidentally set it up on NAM2 and now you don't know the lock code. You don't know the lock code because you set up the capability of another phone number being able to be on your phone. I don't know WHY they allow this feature on prepaid phones (seriously, WTF?) but they do. No, I can't access your account right now. See #1 as to how much I can not access your account right now. Yes sir, in the morning 6 a.m. eastern who ever answers the phone can help you. No, it won't be me, I go home in an hour. Why are you up at 2 a.m. resetting your phone. read the manual for fuck's sake. no, i can't unlock your phone, i don't know the new phone number you activated on your phone so i can't help you right now i can't access your account.

3) that sucks that you got hit with a $9.99 fee for a premium text messaging service. you should probably stop playing on the mobile web and putting your phone number on facebook or whatever the hell else you were doing on your phone. yeah, totally sucks. sorry, i can't access your account right now to set this right. no, i can't note in the account what the issue is because i can't access your account. but you know what...you actually caught yourself after you asked me that, "Of course not, you can't get in! Duh!" and i love you for that.

4) it is almost 3 in the morning...WHY OH WHY ARE YOU PLAYING ON YOUR DAMN PHONE? GO TO BED DAMMIT! Seriously? you want to seek credits at 3 in the morning because of whatever "emergency" is going on in your life. firstly, we don't do "courtesy credits" and secondly...I CAN'T ACCESS YOUR FUCKING ACCOUNT.

I have a feeling that Sundays are going to be the death of me. i wanted to headdesk after every phone call. so bad. dear lord in heaven.
mood: headachyheadachy
 
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(no subject)
 parilous
 
01:30pm 07/12/2009 (UTC)
 
 
Paril
I think the only thing I'm going to love more than Pizza Drama is Cell Phone Stupidity. Can't wait to hear more!

Edited at 2009-12-07 01:31 pm (UTC)
 
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(no subject)
 locakitty
 
07:47pm 07/12/2009 (UTC)
 
 
LocaKitty: Monty Python
I'm glad my pain is your entertainment :)


jokes, just jokes
picword: Monty Python
 
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(no subject)
 kibbles
 
02:14pm 07/12/2009 (UTC)
 
 
Kibbles
You know what is funny?

Think about it -- YOU ARE UP at that hour -- surely other people are up because of odd work hours, too!

Your customers should consider themselves fortunate that they even got a human being AT ALL.
 
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(no subject)
 locakitty
 
07:44pm 07/12/2009 (UTC)
 
 
LocaKitty: Holla Bunny
Quite true, I am at work, it's just weird to me that someone is monitoring their balance (these are prepaid phones) at 2 or 3 in the morning. What's even more crazy is when I hear kids in the background at that hour. That and if they are at work, shouldn't they be working instead of calling to find out why ten cents is missing?

walk in their shoes, etc. mostly though, i handled all of personal business during "normal" hours during a break or some such. But, yeah, it's nice that they offer 24 hour service, I think after we go home it gets switched out to the Phillipines.
picword: Holla Bunny
 
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 kibbles
 
07:49pm 07/12/2009 (UTC)
 
 
Kibbles
That's about the time Dan has to wake up for work some days -- and yeah, he'd be doing stuff before work, as well as after. It all depends.

And hell, if I had my darlings up not sleeping, might as well be productive. Or they're crazy.

Probably crazy, but who knows!
 
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 yonica
 
06:57pm 07/12/2009 (UTC)
 
 
yonica: dogs
Since you can't access their accounts, is there anything you actually *can* do for anyone during that time, or is this just an exercise in futility for both you and the customer? Seems like a recording for those hours may be less frustrating for all involved. Not that I'm generally into replacing people with machines, but...
picword: dogs
 
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(no subject)
 locakitty
 
07:46pm 07/12/2009 (UTC)
 
 
LocaKitty: Cusack Peep
For some of it I can try to better assess the situation so that when they call back later we can actually get it done faster. For example, they get hit with a premium message service (usually 9.99), I can tell them exactly what they need to say when they call back so that the rep can take care of it about five times faster than normal.

I think that's why they don't shut down calls at that time, since we can still do some basic stuff, we just can't access any of their information.
picword: Cusack Peep
 
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 yonica
 
08:36pm 07/12/2009 (UTC)
 
 
yonica: heart
I have never seen that particular icon of yours, and I would hereby like to declare my undying love for it.
picword: heart
 
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(no subject)
 locakitty
 
10:27am 08/12/2009 (UTC)
 
 
LocaKitty: coffee bunny
it's too awesome. one of the best uses of a peep i've ever seen
picword: coffee bunny
 
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 speranzosa
 
09:59am 08/12/2009 (UTC)
 
 
Sign Here
I am totally stealing that icon. Thank you for it!!
 
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