Posts Tagged ‘support

19
Mar
14

“For quality control, this phone call is being recorded”…


“Good morning, you have reached Terranet, for sales dial 1, for support dial 2, for a psychiatrist dial 3. (The last one is my recommendation, strongly)
“For quality control, this phone call is being recorded”…

– Hello, this Rami, how can I help you?
– Um, hi, I purchased a new Cisco modem, and I would like you to guide me through the configuration please.
– It’s very easy. Just set the VCI and VPI…
– Woooa! Hold on. Set the what?

– (With an audible yawn) Set the VCI and VPI. Did you configure the modem?
– Huh? I’m calling you for that!
– Is it hooked?
– (No it’s not! It’s in the microwave getting defrosted, I would have loved to say) Yes it is. Hooked and I logged in to it via my browser. Shall I tell you the options I have and you tell what to do?
– (With the end of another long audible yawn) What do you have?
I start enumerating the options for every setting. I only heard his voice twice:
– VCI 0, VPI 35
– Is that it?
– Yes
– So now all I should do is connect to the Internet.
– Yeh
– Thank you

I hang up, reboot the modem and try connecting to the Internet. Nothing.

I call again:
“For quality control, this phone call is being recorded”…
– Hello, this Hussein, how can I help you?
– Excuse me, I was talking to Rami regard..
– Rami is busy on another line, how can I help you?
– Ok. So I got this Cisco modem and I configur…
– Hold on!
– Yes? This is Rami
– Oh hi! I spoke to you a while ago regarding a Cisco modem…
– Cisco modem? Regarding what?
– Configuration?
– Oh yeh. So…
– Well, it’s not working…
– Why did you get a Cisco?
– WHAT?… Because YOU guys told me, get a Cisco or a D-Link… So I got the Cisco…
– Yeh, but the THOMSON you have now is better….
– Ok. But I got the Cisco now, and it’s not connecting. The “Internet” light is off.
– Do you have phones at home?
– Yes. Why?
– Disconnect them all and retry?
– Excuse me?
– Yeh, you might have a “loop”
– A loop? Uumm, Uhun, yep. Cool. Ok.
A loop? I thought I was installing a modem, not knitting a pullover!
I disconnect all the phones at home, reboot the modem and try to connect again. Nothing.
I call again:
“For quality control, this phone call is being recorded”…
– Hello, this Samer, how can I help you?
– Can I speak to Rami?
– Moment…
– This is Rami, how can…
– Rami, it’s me again (I just mastered the cut-you-in-the-middle-of-a-sentence technique!) I disconnected all the phones, it’s still not working.
– Well, I don’t know (with such a lazy voice)… Get a technician… Or the modem is defective.
– Defective? It’s a brand new Cisco! All is working perfectly, but it stops at “Internet”
– Yeh, it might be defective. It happens…
– Oh. It does? I did not know that… Thank you anyway for your precious assistance Rami!
I hang up.
Welcome to the world of Lebanese ISP customer support!
If “For quality control, this phone call is being recorded”, all ISPs would be out of business by now…
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Reason To Believe by Ibrahim N. Lahoud is licensed under a Creative Commons Attribution-NonCommercial-NoDerivs 3.0 Unported License.
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