Wednesday, April 9, 2008

Frustrating Tech Support Help

Here is the transcript of an online "help" session that was anything but helpful. I just finished it and couldn't believe I had to explain to the rep terms that she should have known. I had to look up information on the site and show her where she was wrong! I finally gave up.

04/09/2008 09:11:35PM
System: "Please hold and the next available agent will be with you shortly."

04/09/2008 09:13:12PM
Session Started with Agent (Tiganie)

04/09/2008 09:13:14PM
Agent (Tiganie): "Thank you for contacting Sprint. My name is Tiganie, how may I assist you today?"

04/09/2008 09:13:32PM
Joe Ganci: "Hi, I'm trying to get Internet Sharing to work on my PPC-6800"

04/09/2008 09:13:52PM
Joe Ganci: "It doesn't seem to like my username and password on my phone"

04/09/2008 09:14:05PM
Joe Ganci: "whenever i try, it doesn't connect"

04/09/2008 09:14:07PM
Agent (Tiganie): "One moment while I look that information up for you."

04/09/2008 09:14:21PM
Joe Ganci: "i want to be able to use my phone as a modem for my laptop when i travel"

04/09/2008 09:15:16PM
Agent (Tiganie): "What type of phone do you have."

04/09/2008 09:15:22PM
Joe Ganci: "PPC 6800"

04/09/2008 09:16:59PM
Joe Ganci: "It is a PocketPC, Model No. TITA100"

04/09/2008 09:17:08PM
Agent (Tiganie): "Thank you."

04/09/2008 09:17:56PM
Agent (Tiganie): "When you say Internet sharing, do you want to be able to share Internet on the phone?"

04/09/2008 09:18:06PM
Agent (Tiganie): "I apologize between phones?*"

04/09/2008 09:18:07PM
Joe Ganci: "i want to be able to use my phone as a modem for my laptop when i travel"

04/09/2008 09:18:12PM
Joe Ganci: "no"

04/09/2008 09:18:23PM
Joe Ganci: "i want to be able to use my phone as a modem for my laptop when i travel through the USB cable"

04/09/2008 09:18:45PM
Joe Ganci: "it is an option on the phone"

04/09/2008 09:18:48PM
Joe Ganci: "it's called Internet Sharing"

04/09/2008 09:19:41PM
Agent (Tiganie): "Thank you. I am viewing that information now."

04/09/2008 09:19:42PM
Joe Ganci: "it means when i don't have another way of connecting Internet on my laptop, I can do it by hooking up my phone to the laptop through the USB cable and then have it act as a wireless modem"

04/09/2008 09:21:22PM
Agent (Tiganie): "In order to do that you will have to have that on your plan which is $39.99."

04/09/2008 09:21:38PM
Joe Ganci: "i already pay for that"

04/09/2008 09:22:13PM
Agent (Tiganie): "I am looking that up for you now."

04/09/2008 09:25:39PM
Agent (Tiganie): "After viewing your account it does not show that you have that plan on your account."

04/09/2008 09:25:53PM
Joe Ganci: "where do you see that please?"

04/09/2008 09:26:23PM
Joe Ganci: "i already had that working on my PPC 6700, the model before this. it broke and they gave me a PPC 6800 free instead. now I have to pay for it when I didn't before??"

04/09/2008 09:26:25PM
Agent (Tiganie): "I am not on line. I am in our system that shows what exactly is on your account."

04/09/2008 09:26:33PM
Joe Ganci: "then please tell me"

04/09/2008 09:26:49PM
Joe Ganci: "what is in my account"

04/09/2008 09:27:05PM
Joe Ganci: "i am looking at my account on line right now"

04/09/2008 09:28:16PM
Agent (Tiganie): "
You do have the sprint vision pack. But in order to access phone as a modem you will need that plan. Unfortunately, you cannot have the phone as a modem plan and the power vision pack at the same time."

04/09/2008 09:28:36PM
Joe Ganci: "that doesn't make sense. why not?"

04/09/2008 09:29:46PM
Agent (Tiganie): "
Because for phone as a modem and power vision it has Internet coverage. Your Internet will have to be covered from 1 source. That is either from phone as a modem plan or the power vision plan."

04/09/2008 09:30:27PM
Joe Ganci: "i had powervision on my last phone too and i could use it that way too. perhaps i am misunderstanding what Internet Sharing means? On my PPC-6700 it was called something else"

04/09/2008 09:30:56PM
Joe Ganci: "i have not changed plans"

04/09/2008 09:31:27PM
Joe Ganci:
"i am looking at the powervision manual on line right now"

04/09/2008 09:31:33PM
Joe Ganci:
"as part of its features, it says"

04/09/2008 09:32:04PM
Agent (Tiganie): "What is the Internet browser you are using?"

04/09/2008 09:32:13PM
Joe Ganci:
"Phone as Modem (page 9)
Your Sprint Power Vision Smart Device can be a high-speed Internet connection for your laptop computer anywhere on the Sprint Power Vision Network. Simply connect your device using a USB cable."

04/09/2008 09:32:51PM
Joe Ganci: "Using the phone as a modem is PART of the powervision plan. so you are incorrect, i'm afraid"

04/09/2008 09:33:09PM
Joe Ganci: "it doesn't matter what browser I'm using because I'm unable to make an Internet connection with the phone"

04/09/2008 09:33:19PM
Joe Ganci: "as i stated at the beginning, it doesn't like my user name and password"

04/09/2008 09:33:26PM
Joe Ganci: "i don't know what to use there"

04/09/2008 09:33:30PM
Joe Ganci: "i thought it was the one I set up on line"

04/09/2008 09:33:33PM
Joe Ganci: "but it doesn't seem to work"

04/09/2008 09:34:08PM
Joe Ganci: "on the phone, i can access the Internet directly but i am unable to use it as a modem for my laptop"

04/09/2008 09:34:34PM
Agent (Tiganie): "Did you plug the USB cable in?"

04/09/2008 09:34:41PM
Joe Ganci: "of course"

04/09/2008 09:35:34PM
Agent (Tiganie): "What is the message you are receiving?"

04/09/2008 09:35:44PM
Joe Ganci: "one moment please; i will try again"

04/09/2008 09:37:06PM
Joe Ganci: "Error Code: 67"

04/09/2008 09:37:11PM
Joe Ganci: "Registration Failure"

04/09/2008 09:37:25PM
Agent (Tiganie): "What browser are you using?"

04/09/2008 09:37:31PM
Joe Ganci: "Your PCS Vision username and/or password might be incorrect"

04/09/2008 09:37:58PM
Joe Ganci: "i don't understand why you are asking me about my browser. i am trying on my phone to connect through Internet Sharing"

04/09/2008 09:38:07PM
Joe Ganci: "i don't get the opportunity to try my browser"

04/09/2008 09:38:50PM
Agent (Tiganie): "The reason why I am asking is because some Internet browsers do not work well with"

04/09/2008 09:39:17PM
Joe Ganci: "I'm sorry; you don't understand. i give up. I'll try finding help from someone else. goodbye"

04/09/2008 09:39:23PM
Session Ended

1 comment:

Katya said...

Hmmm... the same company that trained her must have trained the State Farm phone reps. :-) I had a rather similarly inane conversation.