mdb800 wrote: »

Mystrius_Archaion wrote: »

FYI, customer service reps, in most situations, literally can't say "no", and, even if they could, they would not feel comfortable doing so because that instantly angers customers just like it instantly angers children who want cookies and candy and to play with matches when their parents tell them "no".

Their job is to do their best, to the detriment of their own sanity and health from stress-related illnesses, to solve your problem or make you satisfied enough to not drop service with the company and not call/message back. The only way to make that result happen is to try to fix the problem even if they have no option to do so, and often to humor irrational customer demands like sending signals to a tv box when the tv that is attached to that box is the actual problem because it was struck by lightning or to get a technician out to their house "to stop the snakes from crawling through the cable and out the tv screen".(true story of a nutjob caller)

I see where you are coming from. Its also why I am not as irritated as I was earlier. Sorry you hate your real life job so much. and again, you haven't read the entire thread when responding. Did you even read what I said about harassment? What did I say in the post that said "update"? After much discussion I am convinced that was not their intent. But, their lack of sufficiently reading and responding in an off-shot way is still not cool. Let me ask you something, if the service was wrongfully cut from a cable subscriber that did pay and they escalated the issue: How do you think that said customer would perceive it if they were mistakenly told that they didn't pay and confused with someone else, whilst also being asked to run all these trouble shooting methods ( turning things on and off)?

We're all human; we make mistakes.
1) No matter who it is, another rep coming into the situation knows nothing until they review previous info and, depending on amount of info and organization and system errors, may miss already available info.
2) Not everybody takes their job as seriously as I do, even if I do not like it. I still try to improve my job and company; perhaps this is my "mental problem".

My example isn't the exact same as your situation because there is a very obvious amount of red in a sea of black on those disconnected, or approaching disconnect, accounts and a "work order" that says "disconnect" for those with payment issues. We don't troubleshoot those until we see at least a pending payment so there are steps to that. (Edit: This often involves them needing to call their bank to verify any charges were applied to cards or deducted from accounts, which we can't do for them, or a receipt of cash payment they need to have received from physical payments. That is the troubleshooting steps for that but all is done by the customer, when it comes to my job. I'm just there to point in the only possible direction for "next steps".)
There are steps to everything.

These reps figuratively come into things blind and quadriplegic. They may ask the dumbest questions but they have reasons for doing so.
1) They can't do anything for you so you must be their hands.
2) They can't see what you see, no matter how much they wish they could to solve things faster, so you must be their eyes. This also means they need to ask for key information that may seem stupid, like "what color is the top of your remote?".
3) They have many customers that do lie and resist so they are listening/reading to determine whether somebody is following directions or not, which is at best an educated guess based on experience/wisdom.

The reps also need to "resolve a ticket" so they must provide some sort of answer to the customer, to you. A simple "we can't help you" is never an answer. They will try their best to point you in any possible direction that seems likely to be worth investigating whether or not it succeeds.
Sometimes the correct answer is the worst possible, such as whenever I have to tell a customer "your tv doesn't even show a volume meter on the screen even though you can hear the sound raising and lowering from its speakers so the screen is dead and the tv needs to be replaced, which sadly is not cheap" or "I'm sorry but you can't use that sound system as it is not compatible" which leaves it implied that also "you can continue to use the service but only with tv speakers".

They gave you a seemingly satisfactory answer that "the voice chat system was causing your crashes" and then "so stop using voice chat", from what it seems. Sorry if that answer is not what you wanted and it makes it a lot harder to play without voice chat, but that is the answer. I have no idea if they are still going to look for solutions or if they truly ruled out any option for them to fix it and now must settle with either you not using it or contacting another company's support to fix it, which they cannot do on your behalf.

Company policies and personal capabilities and limitations are a very hefty ball and chain.