Reality Check

After resisting for many years it looks like I'm going to try to write a blog.  I don't talk much - so it should be brief :-))  But I do get into some interesting situations, and I spend a LOT of time on the road and see far too many things, and I do shifts as a CSR for our Highspeed Company so this might be brief, disturbing and funny.  The first two are guaranteed - the third one is up in the air.

Anyways ...... Hi my name is Ian I'm a long time listener and a first time ... err... wait that's my support group.  Sorry. K so first topic.  A degree does not ensure common sense...


Call on the help desk - the customer starts the conversation by informing the CSR (Customer Service Representative) that they are an Electrical Engineer and they previously designed telephone systems.  Uh oh - you know it's going to be an interesting time when the caller starts by restating their credentials.  After listening to the Caller's c.v. the CSR determines that the Caller's DSL Service is not functioning.  Conversation goes like this:
CSR: "Can you tell me if the ADSL Light on your modem is on"
Client: "No it's not"
CSR: "OK is it flashing?"
Client: "No"
CSR: "hmm... ok is the power LED on"
Client: "No"
CSR: "OK it looks like your DSL modem has no power... can you check that the Power Adapter is connected to the back of the modem ?"
Client: "Yes it is"
CSR: "OK - and it's plugged in firmly ? ...  can you check that the other end is plugged into the wall ?"
Client: "Yes it's plugged in ... I can't check the wall plug though"
CSR: "Ummm - no problem - is it behind the desk or ..."
Client: "No - I can't see under the desk - the power is off so the lights are out"
CSR: "Uhhhh. You mean the lights are off or the power is off ?"
Client: "The power is out - I blew a fuse and don't have another one... I need to go to town but I want to check to see what their hours are so I need to get online before I drive all that way" (It's about 15km from the customer to the nearest hardware store)
Client: "Should I get a flash light?"
CSR: "Uhhhhhhh...."

I kid you not.  I heard the conversation myself - I am the CSR....