talesfromcallcenters: It goes from 0 to 100 so quickly...
I work in product support for a line of high-end fitness products. Customer calls-in, says that he has to sign into our app everytime he opens it.
That’s weird, never heard of that occurring before. I start to go over the basics, like uninstalling and reinstalling the app. Of course he’s already done all of that, “he’s a techy guy.”
Customer wants to know what updates we’ve made to the app recently. Fair question. While I am trying to look that up, customer says he heard a message about the ZipBone (name I just made up to cover for real product) while he was waiting for someone to answer.
I’m not sure what he’s referring to other than the normal prompts. Customer insists it was some kind of alert or warning, but he didn’t actually hear the whole message.
Me: I am not aware of anything at this time. I would need to call our number to hear what you’re hearing.
Him: Good. Go do that.
Me: I’m sorry I cannot call out while you’re on the line with me. We could end the call and I will call you back once I’ve heard the warning.
Customer: Can’t you transfer me to someone else?
Me: No, I can’t transfer you to another agent, but I would be happy to investigate it.
Customer: I want your supervisor.
Me: I’m afraid that’s not going to answer the question either. We haven’t received any memos about a problem with the ZipBone.
Customer: chanting supervisor over and over
Me: Okay, so you want me to transfer you to a supervisor because of the message you heard about the ZipBone? But you don’t know what that was? Is this correct?
Customer drops the call
Curious about what this message might be, I go ahead and call our 800 number.
It was, “If you have a fitness product, like the ZipBone or AppleBits, press 6.”
Also he doesn’t even have a ZipBone.