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Fail Support Desk.

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Fail Support Desk.

Post by TheChrisHill on Mon Apr 04, 2011 2:56 am

User Kelsey has entered room

Analyst has entered room

Analyst Reno Wits has entered room

Analyst has left room

Reno Wits(Mon Apr 4 02:23:30 EDT 2011)>Thank you for contacting XXXXXXXXXX. At the end of our chat you will be given the option of taking a brief survey. My name is Reno. Please give me a moment while I access your account.

Reno Wits(Mon Apr 4 02:23:44 EDT 2011)>“Before we move ahead, I just want to let you know that we have improved our Support page at XXXXXXXXXXXXXXXX . It has more information and can answer many of the questions you have. I am sure you will find it to be very helpful .”

Reno Wits(Mon Apr 4 02:23:47 EDT 2011)>May I have the zip code of your area please?

Kelsey(Mon Apr 4 02:23:23 EDT 2011)>XXXXX

Reno Wits(Mon Apr 4 02:24:03 EDT 2011)>Thank you.

Reno Wits(Mon Apr 4 02:24:23 EDT 2011)>I understand you are having an issue with the remote. Is this correct?

Kelsey(Mon Apr 4 02:24:07 EDT 2011)>Almost, it's mostly a problem with the cable box.

Reno Wits(Mon Apr 4 02:25:02 EDT 2011)>I apologize for the inconvenience this has caused you.

Reno Wits(Mon Apr 4 02:25:07 EDT 2011)>I will be glad to assist you with the cable box issue.

Reno Wits(Mon Apr 4 02:25:09 EDT 2011)>Please help me with the complete address associated with the account and the Zip code.

Kelsey(Mon Apr 4 02:25:11 EDT 2011)>(edited out)

Reno Wits(Mon Apr 4 02:25:56 EDT 2011)>Thank you for the information.

Reno Wits(Mon Apr 4 02:25:57 EDT 2011)>Since when are you facing this issue?

Kelsey(Mon Apr 4 02:25:44 EDT 2011)>Since I've owned the cable box.

Reno Wits(Mon Apr 4 02:26:47 EDT 2011)>Okay.

Reno Wits(Mon Apr 4 02:26:49 EDT 2011)>What I can do is first refresh the signal from my end, if it does not work I can schedule a technician visit to resolve the issue for you. Is that okay?

Kelsey(Mon Apr 4 02:27:07 EDT 2011)>That's not the problem.. I have the explorer 4640hdc cable box and I have it connected to my TV via HDMI cable. I'm unable to control the volume of the cable box at all, either with the remote, or on the front of the cable box.

Reno Wits(Mon Apr 4 02:29:20 EDT 2011)>Please check if the Audio input is selected on the tv.

Reno Wits(Mon Apr 4 02:29:28 EDT 2011)>To activate audio when using HDMI, please go to:

Reno Wits(Mon Apr 4 02:29:33 EDT 2011)>1. Settings.

2. Devices.

3. Audio Digital Output.

4. Press Select to choose HDMI.

Kelsey(Mon Apr 4 02:29:41 EDT 2011)>ok done

Kelsey(Mon Apr 4 02:30:58 EDT 2011)>I get audio from my HDMI fine. I'm not able to control the audio on the cable box, I can control it on the TV via remote, and that's the only way I can control it

Reno Wits(Mon Apr 4 02:31:31 EDT 2011)>Still no sound?

Reno Wits(Mon Apr 4 02:32:22 EDT 2011)>Okay.

Reno Wits(Mon Apr 4 02:32:24 EDT 2011)>I have refreshed the signal.

(This is where I facepalm'd)

Reno Wits(Mon Apr 4 02:32:29 EDT 2011)>Let me know if it is rebooting.

Kelsey(Mon Apr 4 02:32:35 EDT 2011)>i believe it's rebooting now.

Reno Wits(Mon Apr 4 02:33:19 EDT 2011)>Okay.

Reno Wits(Mon Apr 4 02:33:21 EDT 2011)>This normally take a few minutes, I am here with you.

Reno Wits(Mon Apr 4 02:35:00 EDT 2011)>Please keep me updated with the status of the cable box.

Kelsey(Mon Apr 4 02:34:40 EDT 2011)>it says L - 9 on the cable box

Reno Wits(Mon Apr 4 02:35:18 EDT 2011)>Okay.

Reno Wits(Mon Apr 4 02:35:21 EDT 2011)>You will know its finished when the time comes back up.

Kelsey(Mon Apr 4 02:35:05 EDT 2011)>okay it's done

Reno Wits(Mon Apr 4 02:35:51 EDT 2011)>Please turn on the cable box and check if the issue is resolved.

Kelsey(Mon Apr 4 02:35:34 EDT 2011)>It went back to L- 2

Reno Wits(Mon Apr 4 02:36:56 EDT 2011)>Alright.

Kelsey(Mon Apr 4 02:36:34 EDT 2011)>now it's on L -1

Kelsey(Mon Apr 4 02:37:00 EDT 2011)>Now the time is displayed

Reno Wits(Mon Apr 4 02:37:58 EDT 2011)>Please turn on the cable box.

Kelsey(Mon Apr 4 02:37:36 EDT 2011)>ok done

Reno Wits(Mon Apr 4 02:39:22 EDT 2011)>Please check if the issue is resolved.

Kelsey(Mon Apr 4 02:39:59 EDT 2011)>I'm still not sure you're understanding my problem. I receive audio fine, I receive video fine. I can control the volume of my TV fine with my remote, I CAN NOT control the volume of my CABLE BOX with my remote.

Reno Wits(Mon Apr 4 02:41:44 EDT 2011)>I am sorry, I did confirm with you if the issue is with the remote or the cable box.

(Woah woah woah.. let's recap.. and see what I had said... "Reno Wits(Mon Apr 4 02:24:23 EDT 2011)>I understand you are having an issue with the remote. Is this correct?

Kelsey(Mon Apr 4 02:24:07 EDT 2011)>Almost, it's mostly a problem with the cable box."


Reno Wits(Mon Apr 4 02:41:53 EDT 2011)>I will be glad to assist by scheduling an appointment for you.

Reno Wits(Mon Apr 4 02:42:23 EDT 2011)>I will schedule a technician to visit you and get this issue fixed for you. Is 04/05 between 8.00 am to 10.00 am good?

Kelsey(Mon Apr 4 02:42:10 EDT 2011)>Can you make it between 12-3?

Reno Wits(Mon Apr 4 02:42:58 EDT 2011)>Surely.

Reno Wits(Mon Apr 4 02:43:16 EDT 2011)>Is 04/05 between 12.00 pm to 2.00 pm good?

Kelsey(Mon Apr 4 02:42:48 EDT 2011)>Yes

Reno Wits(Mon Apr 4 02:43:29 EDT 2011)>Okay.

Reno Wits(Mon Apr 4 02:43:31 EDT 2011)>May I have your preferred telephone number, along with the area code, for the technician to contact you before arrival?

Kelsey(Mon Apr 4 02:43:41 EDT 2011)>My boyfriend will be here, his number is XXXXXXXXXX

Reno Wits(Mon Apr 4 02:44:49 EDT 2011)>Thank you.

Reno Wits(Mon Apr 4 02:44:50 EDT 2011)>A technician has been scheduled to visit on 04/05 between 12.00 pm to 2.00 pm. We will call you at XXXXXXXXXX
before arrival. We will require someone over the age of 18 to allow us entry to your home. Please let us know if this should be rescheduled.

Reno Wits(Mon Apr 4 02:44:52 EDT 2011)>If we do not receive an answer or if we reach an answering machine, we will assume that no one is home and request that you contact us by telephone to reschedule the appointment.

Kelsey(Mon Apr 4 02:44:37 EDT 2011)>ok

Reno Wits(Mon Apr 4 02:45:17 EDT 2011)>I appreciate your patience and understanding.

Reno Wits(Mon Apr 4 02:45:19 EDT 2011)>Is there anything else I can help you with today?

Kelsey(Mon Apr 4 02:44:58 EDT 2011)>One quick question

Kelsey(Mon Apr 4 02:45:21 EDT 2011)>With my upgraded internet plan, what Download and Upload speed should I be getting?

Reno Wits(Mon Apr 4 02:45:56 EDT 2011)>Sure.

Reno Wits(Mon Apr 4 02:46:45 EDT 2011)>I will need to verify your account.

Reno Wits(Mon Apr 4 02:46:48 EDT 2011)>In order to verify the account, may I have the last four digits of the account holder's Social Security number? This is to ensure the security of your account information.

(Kelsey was sleeping)

Kelsey(Mon Apr 4 02:46:42 EDT 2011)>nevermind. I'll ask the technician. Thanks for your help

You have disconnected from chat. Please take our brief survey.




You bet your sally BUTT I took that survey.. let's just say I'm glad Reno is going to be flogged with a ruler tomorrow.
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TheChrisHill
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Re: Fail Support Desk.

Post by Salfa_romeaab on Mon Apr 04, 2011 9:23 am

Lmao this is why its better to just do it yourself, it's not like you can do worse than this. Then when you do break it you can blame their crappy product Razz
and flogged with a rules sounds like good fun aha
lol!

Also it isn't required for any company other than you employer to ask for any amount of numbers from you SIN, and actually illegal (at least in Canada) for them to withhold a service or information that they're supplying if you don't give it to them.
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Salfa_romeaab
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Age : 30
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