Yesterday was Deepavali, public holiday for Malaysia & Singapore. Today is hell for us technical support. I got SWAT over to help the MY/SG desktop homeusers, and already f**king pissed off with some of the stupid headless chickens.

Call 1 : The Blur
Me : Thank you for calling technical support.
Cust : My computer got problem, and I need it fixed.
Me : OK… can I have the serial number of the desktop system then?
Cust : I don't have the system with me. Can you take the invoice number then ? (proceeded to blurt out the invoice numbers, packing slip numbers, maybe their daughter phone numbers…..)
Me : errr.. I can't actually check the serial number from the numbers that you gave me. The serial number is pasted at the desktop system itself. Maybe you can let me know what system is this?
Cust : I don't have the computer with me, and I don't know what model is my computer!!!
Me : Then I would request that you call us back when you are with the desktop system, or alternately, you can ask anybody who's at the system to call us back. At least, we can determine what's wrong with the system on the spot and help you directly.
Cust : But I waited on the line for 15 minutes already, and I don't want to call back!!!!!
Me : Let's see, without the system serial number, and the system with you, there's nothing much I can do to help as I don't know what's the system that you have.
(How am I going to freaking help you when you don't even know what freaking system you have?)
Cust : So you are unable to help me?
Me : I'm trying to help, sir, if I know what system that you………
Cust : (slams down the phone)

1-0, point to TS.Call 2 : The Freak
Me : Thank you for calling…..
Cust : (cuts in and say) I have been waiting for 15 freaking minutes and now, I want my computer fixed!!!!
Me : ok….. if you could just give me your system serial number sir?
Cust : Serial number? The Microsoft people only need the product ID of the system!!!Why the heck you need the serial number for?
(remember Jase's post on never upsetting TS agent? This guy is hitting Rule # 2)
Me : Well, the serial numbers for Dell computers are like the identity card numbers for the Dell systems. If i have them, I'll know basically everything about the computer system, which possibly includes the specs, history & warranty information. If I don't have the serial number, I'm at a lost in guiding you.
Cust : But I don't freaking have the serial number, and I only have software problem!!!!! Can't you freaking help me?
Me : I'm afraid I'll have to check your serial number to at least have some clue of what system you have and can help you better.
(look, freak head. I'm not God to know what you have without looking or you telling me what you have, so pls have the courtesy to at least get the system serial number before calling. And also pls, TS agents are also human, we all do have feelings, so pls don't f**king use vulgar words with us)
Cust : F**k… (& slams down the phone)

2-0, point to TS, again

Call 3 : The Lost Guy
Me : Thank you for calling technical support.
(why must we freaking have to thank customer for calling us? oh ya…. cust is paying us salaries….right…. f**k)
Cust : My DVD burner won't burn CDs anymore!!!!
Me : Can I have first have your serial number to verify whether you have the necessary hardware to accomplish your task?
Cust : (gives the serial number)
Me : OK… from what I check you do have a DVD burner. You mentioned that it used to write CDs before?
Cust : Yes.
Me : Can i possibly know what was the last thing you do before the problem happened?
Cust : I think I deleted some folder in the Program Files folder because I want to clear some space, then after that i cannot write CDs anymore.
(man, you did some shit, and you want me to clear your shit? dream on, man….)
Me : In that case, did you remember what folders that you removed?
Cust : (with full of confidence) Sonic RecordNow folder.
Me : Then, what do you normally use to write your CDs?
Cust : errr… I wasn't sure, i think it's the one that comes with my desktop.
Me : In that case, sir, you would have to reinstall your CD burning software.
Cust : Why? It use to work fine. I don't want to reinstall. I want engineer to come and rectify the problem!
Me : Sir, you would have to reinstall, as the folder that you just deleted is the folder that keeps the files for the CD burning software that you used, and without that, you won't be able to write CDs.
Cust : (sheepishly) Really ar?? aiyoh….. my son la, go and simply delete the folders. Thank you ah… later I reinstall the software and see….
(mangkuk, stupid already somemore don't want to admit, and blame others pulak….)
Me : Thank you sir.

3-0, TS wins.

Now I understand more of why Jase is so f**cking pissed off when taking Singapore's calls.

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