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Angry customer threatens legal action (Tech Support)

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Published on Apr 6, 2009

This customer signed up for a monthly dial-up account. Three months later he calls and asks why he was billed every month when he didn't cancel. He told our reception that he thought if we didn't cut him off, that he was using it for free. He demanded a refund and threatened to settle it legally. Listen to the conversation with our tech support manager which gets heated..

Comments • 435

Therianthrope Wolf
Stupid customers. If you are not familiar with certain terms you should not sign the contract in the first place.
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David K
Smartest customer service ever!! He wasn't rude; he was being real... This guy deserves a promotion..
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D G
I want this guy as my supervisor.
Daryl
Anyone stating this is bad customer service has clearly never worked with the general public. Idiots, idiots everywhere sums it up.
ixiahj
I believe this guy really was the manager or supervisor. Managers or supervisors do not have CSAT or NPS so they can handle the shit in any way they see fit. In my experience in the call center industry, this is why I always anger customers who I don't like talking to until they ask for a supervisor in which I promptly transfer them to. Just make sure the call last 10 mins or longer so the QA doesn't listen to your call's recording. Lol.
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optizap
He was not rude - he just stated the facts. The facts are not personal. It takes a dumb ego to do that.
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Anel Perez
I work in customer support and even when customers are wrong, you can't be rude and talk over them like this guy..
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matt f
That's a hero...telling the client to shut up basically. AWESOME! The GM was completely in the right. These half-retarded people who can't read can't use that as an excuse.
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wtf
wow i work in support, you call this angry? :D
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Doug Edwards
I love how some people think the Manager is rude and in the wrong which underlines the point that today's society is self entitled assholes who think they deserve the golden platter when it comes to  customer service.  I also love how some people think the customer was scamming for free time.  I worked for Xbox Customer Support and we dealt with this exact call daily for the renewal for Xbox Live and the Xbox Music Pass.  Surprisingly there are thousands of people that don't understand that it turns in to automatic renewal.  The companies put it in fine print or it isn't explained in layman's terms for those people that need it.  I applaud the manager for not bending over backwards for this customer.  I sympathize with the caller because he is not in a minority of misunderstanding. 
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