Log in

No account? Create an account
What part of "I can't access your account" don't you understand?  
03:33am 07/12/2009
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
    Post - Read 10 - - Link

(no subject)
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
    Reply - Thread - span>Link
(no subject)
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
    Reply - Parent - span>Thread - span>Link
(no subject)
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
    Reply - Parent - span>Thread - span>Link
(no subject)
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
    Reply - Parent - span>Thread - span>Link

  The Customer is NOT Always Right
Clients From Hell
  Previous Entry
Next Entry
November 2016  

  Powered by