Current Events > Customer returns our wifi equipment-gets home and calls in upset she has no wifi

(+) Yeah! (+)

She calls in saying her wifi is no longer working. The modem is online, it shows nothing connecting to it. I ask her what is connected to the modem right now as I don't see any device linked to it. She said there is nothing connected to the modem... I ask if she has a router.

"No, But I have a laptop, why isn't it connecting to wifi?"

...Because you returned the equipment broadcasting the wifi, and never replaced it with your own.

"No, I was told I'd still have internet even if I returned the wifi equipment"

Tell her she does have internet, but without a router she has to wire a PC direct to the modem.

"That's not possible with this laptop"

I tell her then she should purchase a router or have us put our wifi equipment back.

"I'll go buy a router I guess".

I wish I could go back to hear the convo at the local office about returning our mesh wifi pods, because I'm sure her brain wasn't absorbing ANYTHING our employee told her.

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Mods, clean up the chat.
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Does this not happen every day? Most people have no clue what a modem or router actually do.

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customers cam ne so annoying lol

Dakimakura posted...

Does this not happen every day? Most people have no clue what a modem or router actually do.

No, I haven't talked to someone this dim in awhile. She literally disconnected a part of our service and still expected it to work.

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Router wifi combos ftw

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Dakimakura posted...

Does this not happen every day? Most people have no clue what a modem or router actually do.

this. even with the "modern tech world" the majority of people are fucking stupid about how any of it works on even a basic level. want proof? look at all the wifi networks around you and see how many of them are either completely open or protected with factory username/password...

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"I took the internets out of my computer. Now I can't figure out how to put them back in..."
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Unsugarized_Foo posted...

Router wifi combos ftw

Strong disagree.
I have a beautiful nighthawk router that I'm not able to use because my ISP router/modem doesn't have a bridge mode.

I could manually port forward everything but that sounds annoying because I also have pihole.

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Its pretty challenging for the tech illiterate to grasp the difference of wifi and internet. My mom insists she has internet because there is the wifi indicator full of signal during an outage. I say you got wifi, but no internet. I use water supply analogy, internet is water, wifi is a wireless valve you fetch water from. If internet is down, you'll see your valve but water won't come out of it

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I feel sorry for old people that don't have kids to help with their internet.

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Unsugarized_Foo posted...

Router wifi combos ftw

Yeah. The fact that they're still separate is really dumb.
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Unsugarized_Foo posted...

Router wifi combos ftw

It's pretty easy for the wifi from them to be shitty, to be fair.

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This is the sort of story I used to read over on Computer Stupidities.

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Unsugarized_Foo posted...

Router wifi combos ftw

Ive got an Arris Surfboard combo and its trash, Ill never get a combo again.

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You job is about computers you know all about. Other people don't. This happens to all of us.

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cjsdowg posted...

You job is about computers you know all about. Other people don't. This happens to all of us.

She literally went out of her way to disconnect a unit we installed, drive it to the local office, drive home, and acted shocked when the device she disconnected and took out of her house was not working anymore.

That's on her.

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cjsdowg posted...

You job is about computers you know all about. Other people don't. This happens to all of us.

If we were talking about something more complex than the basic difference between a router and modem sure

theres really no excuse for it now with as much as youre slapped in the face with it when you sign up for a service

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Bro, if someone told her shed still have Internet, its not unreasonable for her to be confused.

You coming to Gamefaq to complain about her being stupid is really silly. The first person she talked to should have had the social awareness to explain wifi and how it would be gone.

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Like, it sounds like she accepted your answer too!?

Wtf is wrong with you people. Plenty of people have no clue what a router/modem does. Especially with hybrids around.

Anything to act superior I guess.

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Hope she sees it bro

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cuttin_in_farm posted...

Bro, if someone told her shed still have Internet, its not unreasonable for her to be confused.

She decided on her own to go grab the equipment and return it to the office. She decided to do that on her own. That is again, on her.


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Is she a karen? She sounds like a karen...
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Error1355 posted...

She decided on her own to go grab the equipment and return it to the office. She decided to do that on her own. That is again, on her.

Yes it is on her, we know she made a mistake. But when many people hear internet they think Wifi. They don't see it as two different things .

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Error1355 posted...

No, I haven't talked to someone this dim in awhile. She literally disconnected a part of our service and still expected it to work.

If I had to take a guess, your company was billing her 10000 a month for renting a router... I dont blame her for returning it if that's the case because screw ISP that take advantage of people like that.

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Error1355 posted...

She decided on her own to go grab the equipment and return it to the office. She decided to do that on her own. That is again, on her.

Were you charging her an exorbitant monthly fee for the router? Be honest.

I I'm a unique situation when it comes to customer service. I'll get hundreds of people everyday. And I'd say about 2/5 of the customers act in the manner your describing. That sort of air headed attitude doesn't even make me think about it anymore.

I'm actually respectful towards people now more than ever because I only just sympathize. And I think I only reached that point because I've just dealt with thousands of people now. And have exhausted the blatant interest of observing how ignorant someone can be about one thing vs another. I have my absent minded moments here and there.

And typically my experience has now lead me to usually only expressing gratitude however foolish others or I may seem in a situation.

However sometimes a story like yours will have me recess in imaginative interests towards that thought. "Oh I wonder how that went earlier?". Or "I wonder what there gonna try and do now. And I will I have to help later again?".

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R/talesfromcallcenters material right there

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