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Working in tech support sounds like a thankless job. You’d think people would be grateful when you solve their tech issues, but that’s not always the case.
In this story, one tech support worker helps an employee solve a very simple problem in a very simple way, but instead of being grateful, she’s furious at him for solving it so easily.
Personally, I think she just feels stupid and refuses to admit it, but the way she speaks to the tech worker is completely unprofessional and inappropriate. All he did was help!
Keep reading for the whole story.
When VIP support turns to AVIP support. (Angry VIP)
It was a quiet day all filled with rain and storms. The kind of day where you are joyful for having an indoor job.
Phone call rings on my direct line from my boss.
$Hit = Head of IT
$ME = Me
The drama begins…
$HIT – Hey Im about to transfer $VIP to you. Should be simple she needs her screens configured.
$ME – Deep sigh OK Send er over.
A long pause happens as I mentally prepare myself for this.
$ME – Hello $VIP, $HIT tells me you are having an issue with your screens?
The VIP explained what happened.
$VIP – Yes after the last storm rolled through the lights flickered and now none of the devices connected to my docking station work.
$ME – OK lets try a quick fix real quick. Take your laptop off the docking station.
$VIP – OK
$ME – Now turn it off.
$VIP – OK
The VIP reluctantly follows directions.
$ME – Now, with the laptop still off, close the screen and set it back on the docking station.
$VIP – I dont think it does that. Mine is the kind you plug in with the “lightning” cable.
$ME – Oh yeah thunderbolt cable. Go ahead and plug that into the laptop while the laptop is off.
$VIP – OK? I did that but I do not see how this can help.
OP tells the VIP how to proceed.
$ME – Now using the power button on the docking station, turn the laptop on. We want to make sure to not actually open up the laptop and turn it on there. We want to use the power button on the dock only.
A full 3 minutes goes by.
$VIP – I could have done that myself.
$ME – Well we…
$VIP – No… I could have done that myself. Why did I call you?
The VIP seems unimpressed.
$ME – Well you were unable to get everything working.
$VIP – Right but I could have done that myself. All I hear from my employees is how much you guys WOW us every day.
Small pause.
$VIP – But the best you can say is “Turn it off and on again.” (In a very mocking tone that a middle schooler would be proud of.)
The VIP should be happy about this, but she’s actually upset.
$ME – Right. I went with the basics as you always start with the basics on tech support. Skipping the basics is a great way to embarrass yourself… I honestly do not see how you can be mad. I solved your issue very quickly and you seem to be good to go. Are you angry because it was not an incredibly difficult issue that would take hours to fix?
$VIP – No. I wanted you to fix it, not tell me how I can _______ fix it myself. I especially did not want to talk to a low level _______ like you who has no clue how to do anything other than press the mother _____ power button.
My eyes widen, my nostrils flare, and my body goes unnervingly calm.
He really put the VIP in her place.
$ME – I do not care who you are. If you ever speak to me or anyone on my team in such a tone again, I will contact $CEO immediately. Currently this call log WILL be forwarded to HR and you can bet there will be several meetings regarding this call right here. I am not some third party tech from insert country here, I am a our company employee and your colleague. I will not have anyone speak to anyone on my team like that… Do I make myself clear.
$VIP – ____ you. You have no idea who
$ME – I gave you plenty of warning. I am terminating this call and I am forwarding this to HR. I do not care if you have $CEO in your back pocking. NO ONE… speaks to anyone on my team like this.
I slam the phone down and stand up in my cubicle to see a bunch of heads poked up like meerkats over a hill.
$ME – Back to work people.
It wasn’t over.
I send off an email to my boss and his boss, and the CIO of the company.
Within 5 minutes I was talking with the CIO as he came down from his office in the building.
$CIO – Take a seat me. I was listening to the call and I have to agree with you. $VIP was way out of line and stepped over her bounds. I mean who gets ticked off when you fix their issue? I think you handled that professionally, albeit a little intense with your words. The only issue I have is your less than vague threats about HR.
He let that hang in the air.
He’s not satisfied with the resolution.
$CIO – That being said I see no other issue with the way you conducted yourself and I see no reason to punish you. The blame falls squarely in her court.
$ME – Buuuuut?
$CIO – But I will not be forwarding this up the chain to $COO, $P, or $CEO. I will speak to her direct supervisor.
$Me – Please call $Hit and $EVPIT in here.
To be continued.
Well, at least the CIO is on his side, but the VIP deserves to be reprimanded for the way she spoke to someone who helped her solve a problem. What does she even want?
Let’s see how Reddit responded to this story.
She could’ve just said, “Thank you.”
This person wants to know what happened next.
This person points out a problem.
If you enjoyed this story, check out this post about an ex-Army vet who quit his security guard job after he doesn’t get a promised raise.
Another person thinks he could’ve ended the call a lot sooner.
As to the last comment’s point, hanging up as soon as the issue was resolved may have avoided all of this drama.
It really is crazy that she wasn’t happy that her problem was so easy to solve. Not all tech issues are complicated.