The Bridge

user15026

12:00 AM

@Frank That might be all he can say based on what info he has

user15026

I'd not take it out on him, but perhaps ask to be escalated

Frank

@AshleyNunn Trying. He says I have to call.

user15026

(aka please dont do the thing, trust me, level one CSR's usually lack a lot of power)

Frank

(Using their online chat thingie)

user15026

@Frank Then you very likely do.

user15026

12:01 AM

Because that is likely how the system works - likely escalation can only happen through the phone service depending how they handle client info

Frank

I got him to make sure somebody will call me soon-ish.

He's just continuing to argue that I should just take the credit and be happy I can get that much.

user15026

@Frank Because that is likely ALL HE CAN SAY

user15026

(aka seriously they have limits and rules and scripts)

user15026

so either call and get escalated, or get them to get you a callback

user15026

but if you do the callback, keep in mind their TRT (turn around time) might not be immediate

user15026

12:03 AM

(it might be 24-48 hours or something)

user15026

Because there are, obviously, much less of those people than level ones

Frank

Yeah, it's somewhere in 48 hours.

That's fine. The support call itself should have ended there.

user15026

THat's likely the best they can do

Frank

I said I was happy with that. But he just kept on going.

user15026

a) you could have disconnected, b) he might be required to ask further

user15026

12:04 AM

(I have no idea, really)

Frank

If he's still talking, I'm thinking he can go beyond what he's offering, he's just saying he can't.

user15026

aka, lovely people of the Bridge and beyond - the poor person you get on the phone or via live chat likely don't have a lot of power, and they are likely limited in what they can do, and likely have specific as heck things they need to say before they terminate a call, so yelling at them is likely going to make them feel awful (and look bad) so if you aren't getting help you need, ask to be escalated! Be calm! Stuff like that. Love, someone you could likely call about things in the future.

3

Frank

@AshleyNunn I'm actually being rather calm. Not yelling. Just pointing out that what he's offering isn't good enough.

user15026

@Frank If you've said it more than once, it is time to accept the callback/ask to be escalated, and exit - repetition like this isn't going to help - you are likely going in circles.

user20683

@Frank That's like pointing out to a McDonald's clerk that you want lamb on your burger. His manager might be able to do something but probably not.

user15026

12:09 AM

He likely can't offer you more, so saying it isn't good enough isn't likely anything he has any power to do a damned thing about, really

Frank

@AshleyNunn That's what I did. I cut the argument short (because, yeah, it was going in circles), and asked for a supervisor to call me back.

user15026

@Frank So why ask us about raking some poor person over coals?

user15026

Like I'm sorry, but CSR's are expected to handle a bajillion of these things every day, and it's not their fault that things aren't going perfectly. They're just support. They make no decisions or policies or anything.

Frank

@AshleyNunn If a tech is going to say that it's my fault when they screwed up, it tends to irk me.

user15026

@Frank For all they can tell, it appears to be so, and if they can't prove it and you can't prove it, well, then everyone is assuming things and no one knows really what is going on

Unionhawk

12:10 AM

@OrigamiRobot Uh

Origami Robot

?

Unionhawk

Crashed, working on it

Frank

@AshleyNunn It seems sorta off for CSRs to blame the customer.

user20683

@Frank Not in the slightest

Frank

@WorldEngineer How not?

user15026

12:12 AM

@Frank Look, I am not part of that company, I don't know what precisely was said, and it might have been a misstep, but like...they're human and dealing with humans, and you can make issues just as easily as them. I don't think it would have been an OMG YOU DID IT NANANANANABOOBOO sort of thing, just a "well as far as I can tell, you signed up for this, so..."

user20683

@Frank Customers often have mistaken assumptions. They are taking care of those cases which are very common. (Is your machine plugged in) that sort of thing.

Frank

@AshleyNunn And if that was what was said, I'd have no issue; I've done my stint as a CSR.

But when I get, "Yeah, we screwed up, but it's your fault because you didn't check your bill.", when the bill doesn't actually say what he says it does, I'm sorry, no.

DwarfSlice

Why are you arguing with us about this?

Frank

That's the CSR saying, "You should be happy you're getting as much as I'm offering."

user15026

@Frank Uh...no. not at all

user15026

12:16 AM

He is just like "as far as I nkow, it should say blah" and if it doesn't well, then you have to figure that out.

Trent Hawkins

@DwarfSlice Because internet.

user15026

He's not saying "you are an idiot diaf" he is saying "as far as I can tell, x should be there"

user15026

You made a really weird logic jump. Like him saying "it should say a thing" doesn't even remotely say to me "you should be happy with what you get", it is saying "as per protocol, this thing should be this way"

user15026

and if it isn't, fine, whatever, but then you need to deal with that, and that might mean escalation and things

Frank

@AshleyNunn No, that's not what he said. It was, "Your bill says what plan you have, and it's your responsibility to make sure we're not overcharging you, and oh hey, your plan isn't even offered anymore, so you can't even check to see if you're getting what you should be."

DwarfSlice

12:17 AM

Why are you trying to make this our problem

Frank

So the only thing I have to go off of is the actual amount I'm paying, and that's where the disconnect came in.

user15026

@Frank That's not telling you to be happy with it! It's just saying "hey guess what it isn't up to me to make sure what it says and what you get are the same, that's your responsibilty as the client who signed up for the service" because he has NO way of knowing what it says and what you get are not the same

Frank

I'm paying X, I'm getting Y, and oh hey, look. I'm not actually getting what I was supposed to be.

@AshleyNunn He told me that the supervisor probably wouldn't offer me as much as he was.

When the whole point of the supervisor was getting more than he was offering.

user15026

@Frank That might be entirely true, actually

user15026

@Frank You do know you just might not be able to get more?

user15026

12:19 AM

Like these things are usually limited, its not like you shake the vending machine hard enough and all the candy falls out.

user15026

Like people want to retain you, naturally, but they can only go so far

user15026

and you are getting first level, which are usually "do as much as possible to retain customer under x guidelines" and further up, it might be "oh well, that's that, because reasons" based on a separate set of guidelines.

Frank

@AshleyNunn A lack of customer service of this magnitude doesn't sit well with me at all. What was offered was the bare minimum that can be expected.

user15026

@Frank And that just might be all they can do!

Frank

If the supervisor offers even less, well, that's all sorts of wrong.

badp

12:21 AM

so installing a build of WIndows 10 is basically... that: a full Windows upgrade

murgatroid99

@Frank but that's not the tech's fault

badp

The process has not been streamlined at all

murgatroid99

@badp Maybe it's because it's a preview build

user15026

@Frank By your standards perhaps, but that has NOTHING to do with the tech and everytbing to do with whoever designed the policies for hte companys customer retention

badp

You even get the "Hi While we are busy settings things up for you You can get new apps from the store" intersitial after you login

Frank

12:22 AM

@AshleyNunn Very true. And they will be getting an earful about this if I'm not happy.

user15026

@Frank Good luck, I guess.

Frank

On the plus side, though, I should be getting double my current internet next week!

badp

5

Frank

@badp Wat?

Anyways, back to model painting!

murgatroid99

@badp Yeah, this is why I'm not going to install a preview build

badp

12:24 AM

It was probably a broken link

murgatroid99

I wonder if they'll offer upgrades directly from Windows 7 to 10.

I'd expect so, since so few people actually bought 8

user15026

@badp uh.....

badp

@AshleyNunn but look at that drop shadow!

LOOK AT IT

TAKE IT ALL IN

user15026

You've already got a kitty on it. Good job.

badp

@AshleyNunn She's our kitty :D

Well, a few years ago

user15026

12:29 AM

@badp aww! yay!

murgatroid99

@badp That is a nice UI. Though calculator looks basically the same as the one from XP

It kind of feels like Microsoft and Google are converging on design guidelines

badp

This build puts all virtual desktops in some sort of cylinder

DwarfSlice

@StrixVaria DUSK RUN, SUCK IT BITCH

2 seconds under your time

badp

so you can scroll in one direction from virtual desktop 1 to 2 to 3 to 1

DwarfSlice

Finally, I am still the best at one thing

badp

12:34 AM

@DwarfSlice Look at you! You're the best at one thing!

StrixVaria

@DwarfSlice I'll have to play it again now :|

Unionhawk

@OrigamiRobot @TimStone I've actually got to head out, but I have no doubts you guys will have no trouble with that dude.

StrixVaria

Just try to touch my Valley time, though.

Origami Robot

@Unionhawk quitter

Tim Stone

@Unionhawk Nooooo! But, okay. :P

3ventic

12:41 AM

@badp Does 10 not have this calculator?

Tim Stone

We shall kill things again!

Unionhawk

I have a meeting soon!

Lazers

12:52 AM

0

Q: Where are my Golden Keys?

I'm on my first playthrough and just got to Concordia. I was surprised to find that when I approached the golden chest, I had no keys to open it! I was expecting to have the three keys which were given by Gearbox for having the previous games installed. What happened to my golden keys?