Wrong Number?
The ISP I work for was revamping and changing some of the phone lines. The phone company we had been working with wasn't very reliable so we were slowly getting rid of those numbers and adding new numbers using a different phone company. We knew this would cause problems with the customers so we made certain that 2 months before the changeover, emails were sent to all the customers letting them know of the changes to come. Then when we got the new phone numbers, we emailed again letting everyone know the new numbers. As it grew closer to the change over, another set of emails went out once more giving the new numbers and the date of the change. Finally, the day before the change, one more go around with emails to every customer.
The first week of the new phone numbers was awful. We had over 80 calls an hour and this is a small ISP! No-one read their email.
I answer the voice mail for the company at night so when they close, it's all up to me. I remember one customer read our email, which in itself was amazing, but for some obscure reason told me "Yeah, I read it, but I didn't think it applied to me" Now why in the world would he think that?
I had another customer leave a message who was furious. "I've been calling for 3 days and the line is just busy all the time. What's wrong with YOU PEOPLE"? You have no idea how much I dislike those two words. I phone him back and asked him what number he had been dialing and sure enough, it was the old number. I told him that the number had been changed and before I could tell him what the new number was, he started arguing with me.. "No, that's impossible...the number did not change"
I was a little shocked and unsure of what to say. "Well, I'm sorry sir, but yes the phone number has been changed and here it is." So I gave him the new number. Then I told him I would walk him through putting that number into his dial up networking, so I began the process...Click on My Computer, Dial Up Networking, etc. Finally I get to the part where he clicks on properties and can type in the new number. After I do that I ask him to go ahead and try to connect using the new number. That's when he tells me that he did not follow my directions because he knows there is no new number and he wants to know why the number he is dialing will not work. I'm flabbergasted. I have no idea why this person will not accept the fact that the number was changed. Finally I'm just about to give up and I ask him why he won't even try the new number. His reply: "I didn't give you permission to change my phone number so I know it can't be that."
The first week of the new phone numbers was awful. We had over 80 calls an hour and this is a small ISP! No-one read their email.
I answer the voice mail for the company at night so when they close, it's all up to me. I remember one customer read our email, which in itself was amazing, but for some obscure reason told me "Yeah, I read it, but I didn't think it applied to me" Now why in the world would he think that?
I had another customer leave a message who was furious. "I've been calling for 3 days and the line is just busy all the time. What's wrong with YOU PEOPLE"? You have no idea how much I dislike those two words. I phone him back and asked him what number he had been dialing and sure enough, it was the old number. I told him that the number had been changed and before I could tell him what the new number was, he started arguing with me.. "No, that's impossible...the number did not change"
I was a little shocked and unsure of what to say. "Well, I'm sorry sir, but yes the phone number has been changed and here it is." So I gave him the new number. Then I told him I would walk him through putting that number into his dial up networking, so I began the process...Click on My Computer, Dial Up Networking, etc. Finally I get to the part where he clicks on properties and can type in the new number. After I do that I ask him to go ahead and try to connect using the new number. That's when he tells me that he did not follow my directions because he knows there is no new number and he wants to know why the number he is dialing will not work. I'm flabbergasted. I have no idea why this person will not accept the fact that the number was changed. Finally I'm just about to give up and I ask him why he won't even try the new number. His reply: "I didn't give you permission to change my phone number so I know it can't be that."
Oh great!!! Now not only is he being ridiculous but it turns out that the problem really wasn't even that he was using our old number...He was dialing his own phone number and wouldn't believe that there was a new number because he didn't authorize anyone to change his home phone number.
It's calls like this that make me want to set my hair on fire and run naked through the streets. (grin)
Thanks to: Mary Maurer
It's calls like this that make me want to set my hair on fire and run naked through the streets. (grin)
Thanks to: Mary Maurer
From www.TechTales.com December 1998
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