Customer Berates Technician, Gets Humbled Quickly

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mattstaff
Oct 7, 2021 4:00 PM EDT

Tech support employees have to deal with all kinds of unnecessarily angry, downright disagreeable customers that seem like they're on a collective vendetta to unleash their own misery on everyone else that they can. Well, the good news is that there are a fair number of tech support employees out there that are more than ready to meet all the nonsense with their own series of revenges and malicious compliances. Check out another tech support tale with this story about an angry lady who demanded one billion GB of email storage.

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  • 01
    Font - The Previous Technician Knew What They Were Doing Medium I was working help desk as a Tier 1 technician, and I was working from home because of the pandemic. I was employed at a managed services provider that had multiple clients across various industries. For some clients, when their users called in, I was a glorified ticket maker, and for others I followed a simple checklist providing basic trouble shooting steps. As for our major clients, I followed an extensive list. That usually invo
    via u/MadPinoRage
  • 02
    Font - Slap a bandaid on it to get the system and/or the person working. That was our supreme goal. Otherwise, the issue(s) are escalated to Tier 2 which was the client's corporate/internal IT. Overall, this was not very fulfilling because I always wanted to do more and spend more time on things. However, at least I got a lot of exposure as well as strengthened - and sometimes flexed - my customer service skills.
    via u/MadPinoRage
  • 03
    Font - Anyways, the other techs and I would often reminisce on what collective trope a major client's users were spitting at us. Generally, they said these things out of spite. One that we frequently suffered, when informing users the issue had to be escalated, they would exclaim, "The previous technician knew what they were doing." Followed by some flavor of "How come they were able to fix this but not you?" "Can I talk to the previous technician?" "I want to talk to your boss."
    via u/MadPinoRage
  • 04
    Font - And so... much.... more... For your context, at the time of the story, I had been at this organization for about a year, and well acquanted with much of everything. Things clicked and I was in my stride. Irate, insulting, and incorrigible callers no longer negatively affected my mood or energy. I was a zen professional.
    via u/MadPinoRage
  • 05
    Font - So I was at the tail end of my shift, sometime in the evening, when a user called in about some issue. A polite, elderly genetleman who had troubles with some of the company's proprietary software. After remoting in and investigating, it appeared to be something I had dealt with before, but whatever the case, I had to soldier on. Within the realm of what I was allowed to do, I exhausted all efforts. I let the user know I had to escalate the issue to Tier 2.
    via u/MadPinoRage
  • 06
    Font - Unsurprisingly, the user started to berate me, "The previous technician knew what they were doing." Then followed up about how they talked to a technician several hours ago that was an expert and quickly resolved their earlier issues. My eyes widened as I recognized I had talked this user earlier. I checked the call history, and I was the only other person they spoke with that day. I felt a rush of excitement, but I quickly contained myself.
    via u/MadPinoRage
  • 07
    Font - I verbally acknowledged and let the user elaborate. It was back and forth scorning me and praising the previous technician. They condemned me further going so far as to accuse me of being new. All the while, unbeknowst to the user praising me, stating the previous technician demonstrated expert skills and was knowledgeable in all things IT and customer service. The user's insolence probably took up a good five minutes. Plenty of rope had been laid out at this point. I think there was a br
    via u/MadPinoRage
  • 08
    Font - I was a rock dropped in water. I can imagine the ripples of emotion develop on his face as I listened with glee the audible stammers and fumbling of words over the phone and his wife's sudden outburst of laughing as I responded, "Sir, that previous technician was me." There was another weak and helpless attempt or two to deflect. I quickly affirmed that I was the previous technician going into further details of our earlier encounter. Then once again informed them I was escalating the iss
    via u/MadPinoRage

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