'Be careful what you complain about': Entitled customer throws tantrum over internet speed, demanding higher quality than what he's paying, employee maliciously complies and readjusts speed

Author image for Ben Weiss
Ben Weiss • Writer and Editor
Sep 27, 2024 2:00 PM EDT

It takes a whole lot of audacity to complain about not having something you're not properly paying for…

This entitled customer recently downgraded his internet speed from 500 mpbs to 100 because he wanted a cheaper plan. Well, as a result, this had consequences on the quality of his Wi-Fi connection. Of course, when you're a Karen, you don't necessarily have the capacity to put two and two together and realize that this is what you get for downgrading to a cheaper plan. He wound up complaining to a manager of the internet service provider about his internet speed while conveniently leaving out the details about changing his plans. Of course, the manager discovered the change based on the records of his account and called him out on his nonsense but in the best way possible. You want to correct your internet speed? Sure thing, but it's going to be corrected to exactly what you're paying for. 

Keep scrolling below for the full story. For more, check out this post about an employee who was roasted online for refusing to turn off the light for his boss.

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    This image is for illustration only, and the subjects are models; the image does not depict the actual subjects of the story.

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    Guy who flips out over his internet speed, gets less.
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    So, a little back story. I work for an internet provider company as a lead in the internet repair department. This means
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    that I get calls from agents who work there that either need help with a situation because they are stuck and don't know
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    what to do, or when a customer escalates the call asking for a supervisor, manager, or someone above them. My
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    department mainly handles internet issues like being offline, outages, replacing equipment, etc.
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    So, the other day was like any other. I'm getting calls from agents needing equipment transferred
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    from one account to another, scheduling a technician for customers who refuse to do any troubleshooting, the list goes on and on. One of my main calls is an agent
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    asking for me to run a special tool that corrects the speed being sent to a customer. This usually happens when a customer upgrades or downgrades their internet speed and it doesn't take right away, and this only takes a couple minutes.
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    This comes in later. On this particular day, I get a call from an agent that says her customer wants to speak to a supervisor because he is not getting the speeds he pays for. This happens
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    quite a lot, usually because most people don't understand how the internet works and all the factors that come into the result of a speed test.
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    This can include a lot of things, like how far away you are from your router, if you are testing on Wi-Fi or directly connected, how many devices you are currently using, and
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    even things like how your residence is built, because stone and concrete do not allow Wi- Fi signals to travel through. When I looked at the customer's account, I see that he is currently subscribed to 100mbps, (megabits per second). •
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    Our normal plans are 300, 500, and a Gig, which is 1000. I asked the agent what results he was getting, and she told me
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    it was 437mbps, which is way over what he is paying for. I told the agent to go ahead and transfer him to me, and I'll continue the discussion.
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    Once the customer gets to me, we'll call him Darren, I introduce myself and ask how I can help.
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    Darren immediately begins yelling and cursing at me about how he is not getting what he pays for and is extremely upset,
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    and even demanding credit to his account because of this. I begin to try and apologize to Darren and explain that speed test results can vary based on certain
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    conditions. He cuts me off and states that he is recording the call and will be posting everything I say on social media. I tell
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    him that that is fine, as all our calls are recorded for quality assurance purposes as well, and everything will be documented. Darren then
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    proceeds to continue cursing stating that this is unacceptable, and I should be ashamed of myself for working for a company that does not provide the product people are paying for.
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    While he rants on and on, I noticed that he had recently changed his internet plan from 500mbps, to 100mbps two days ago.
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    Now, as I mentioned before, sometimes the internet changes don't happen right away, and we have to run a specific tool to fix it. This can
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    happen when the modem has not been reset to reflect these changes. I try to tell Darren that he is receiving more than what he is paying for, and
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    again, he cuts me off stating that he will be reporting us to the FCC, BBB, and filing a lawsuit about this, all while recording our conversation. Now,
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    normally I wouldn't care, and Id allow the speed to continue going through until the system automatically fixes it. But his attitude and demeanor made me feel otherwise.
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    Cue the malicious compliance: I respond to Darren saying "Sir, you are absolutely right. And I am so sorry you are not receiving the speeds you are paying for. I will get this fixed right away"
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    Now, this plan that Darren was on, the 100 speed, is a plan that only certain customers can get if they are financially unable to make normal payments,
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    meaning he had to apply for this program and be approved, based on his low income. So, I run the fix tool on his internet and reduce the speed down to 100 as he requested. I
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    then ask him how his speed results are now. Darren then responds, "It's even worse than it was before! What kind of trick are you trying to pull on me?!"
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    I responded, "Sir, you told me you were not getting the speeds you were paying for, and you were right. You recently applied for financial assistance to be downgraded to 100, and I
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    fixed that for you. It was absolutely wrong of us to be sending you 500 when you were only paying for 100. I apologize for the inconvenience."
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    After a few minutes of silence, Darren then muffled to himself "this is ridiculous" and proceeded to disconnect
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    the call. I left notes on his account so any future agent would know what had happened that day, and that he was not entitled to any credit on his bill.
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    All I can say is, be careful what you complain about.
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customer service malicious compliance malicious-compliance-reddit entitled customers entitled people karma reddit thread Reddit karen entitled people
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