Monday, August 18, 2003

If it ain�t broke, don�t fix it.

"Thank you for calling Undisclosed Customer Service Center� my name is�.�

�I have the worm, I need help.�

�Ok, what sort of error messages are you getting?�

Ok, maybe she doesn�t know what I mean.

�What exactly is the computer doing?�

�It�s working fine now, the guy at Staples had me change some settings and it works fine now.�

�So, you fixed it.�
She had the virus, she put up the firewall and downloaded the patch, removed the virus and everything is fine now. �I don�t understand what I can do for you, Gena?�

�Ya, but how do I go back to my original settings?�

�Why would you want to?�

�Well, they were changed, so now I want them back the way they were.�

�But the way they were allowed the worm to infect your computer. If you put them back, you may get the virus again.�

�I don�t understand.�
That�s abundantly clear.

�Well, the only thing different in your settings is that your firewall is now up. If you take it down you may be vulnerable to other attacks. I would keep it up until there is a better handle on this thing. If you find later on that the firewall is preventing you from going to certain websites, you can take it down at that time, but if you don�t notice a difference, then just leave it.�

�I don�t understand�

�If it ain�t broke, don�t fix it.�

�I waited 40 minutes on hold and you aren�t going to help me?�
Its not my fault you are a crayon.

�Gena, if there is nothing wrong with your computer, I can�t fix it.�

�I want to talk to someone else.�

Unfortunately she didn�t say the magic word, the QM asked if she asked for someone or a manager? Since she didn�t specifically ask for a manager I was to tell her I could put her back in the Q and she could wait to speak to another customer service rep. This, I am positive will send her over the edge.

�Ok, Gena, you have two options. I can transfer you back through to the Q where you will wait another 40 minutes to talk to another CSR who will undoubtedly tell you the exact same thing as I just did. Or I can create a case for you and send you through to tech support where you will wait 3.5 to 4 hours to speak to a tech who will tell you exactly what I just did. Its up to you.�

�I cant� believe you sent me a virus, and now you wont help me.�

�GENA, you already did what was required, you fixed it. THERE IS NOTHING ELSE THAT CAN BE DONE!�

�This is not what I call good customer service.�

�I give up.�


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