Friday my tv died. I couldn’t get help in the evening from Best Buy or lv, so I tried again today. LV’s help desk said there were too many people calling in - try later. wTF?!? I’ve never gotten this from a help desk before. What the hell?
Maybe they have minimum staff on duty. With schools closed, childcare is needed at home plus social distancing in the call center itself.
[Moderating]
This doesn’t really relate to the arts, so let’s move it to IMHO.
You’ve never gotten an overloaded help desk before? You are one lucky guy.
Given that many people are running their TVs harder than ever, and it is more vital today than usual, not surprising that they got more calls than usual.
Are you calling LG or Best Buys?
I actually worked help desk for Boeing for 4 years, so I know how they work, thanks. That is not a standard answer.
Did you work for a help desk for a consumer product with millions of people who own one during a global pandemic causing short staffing because of forced social distancing.
Try working a help desk for a computer manufacturer on Christmas morning.
I was shocked that some of them could figure out how to open the box…
*imo … lock-down … you’re probably down for the long haul. try going outside and jogging trails … else, stay home and watch mold growing on your walls. could always comb the internet … see if your problem can be resolved … perhaps a local repair-shop is open. or, horrors, you could always watch youtube on your 11" laptop … for the next 3+ weeks. have fun!
Give us your top 3 stories.
That means you know how one of them worked in the past, not how all of them work now. If the workers in a call center for televisions is not considered essential wherever it is located, it may not be staffed at all. Calls may be being handled by supervisors and other salary staff at home, without the usual infrastructure that the call center location has.
Be thankful you didn’t get those calls.
Though you could suggest a razor sharp object.
I worked designing back end call center software for 5 years, that is absolutely a standard answer when the number of incoming calls passes the maximum queue size set on a well designed platform with a well designed routing plan.
We had an internet outage last week. Our ISP’s help desk is in India, their coverage is poor right now due to the pandemic, plus with people working from home everyone needs connectivity. I was impressed they had us back up as quickly as they did.
True, you got me. Sorry.
Our new case needed three hands to open. :smack:
Why did we need the end user to open it? Well, it seems that some genius on the assembly line decided to rubber band the power cables together, with lots of slack. Enough slack that the cables acted like a pendulum in shipment, pulling the power cable out of the floppy drive. After the third dead floppy drive in a day, I got the rest of the calls (yes there were MORE) fixed without a service call, and fired a email up the food chain. Three weeks later, I got a attaboy attached to a procedure change in the system builds.
Third best came from the customer satisfaction team–service tech goes out on a non working internal modem call.
He sent pictures with his report.
Seems our customer decided that he needed, for some reason, to remove the internal modem. He snapped it in half. Then soldered it back together.
Badly.
You don’t understand why the help desk for a widely used consumer product might be a bit overwhelmed during a global pandemic that is forcing people to stay home and use that consumer product?