When a customer calls in regarding an issue, specifically equipment that we have sent them, we expect and assume that the customer is calling from the location in which the equipment was sent to. But, that doesn’t always happen.
The most recent example of this happening was when a store manager called in regarding a monitor that we had shipped them. The tech who got the call is our newest tech on helpdesk, and she was doing her best to help the customer out. Now I admit, we recently started sending out different monitors than what we have sent out in the past. But in this case, the customer was arguing about the fact that the cables don’t match or fit. But consider this, the monitor is sent brand new and in the box, it comes with all the cables to make it work.
This call went on for a good 10 minutes or so, and we were all confused as to how the cables didn’t match and weren’t correct. In the end, the customer advises that he is calling from home (not from the location where the monitor was at) and he was simply looking at a picture of a monitor.
Amazingly, this happens here and there. My thinking is, if you’re going to call in to any type of helpdesk about equipment problems, you probably should be with the equipment itself that you’re calling about. I guess not everyone thinks that way.