{"id":77840,"date":"2025-05-06T01:01:11","date_gmt":"2025-05-06T01:01:11","guid":{"rendered":"https:\/\/www.europesays.com\/uk\/77840\/"},"modified":"2025-05-06T01:01:11","modified_gmt":"2025-05-06T01:01:11","slug":"management-banned-tech-support-from-telling-customers-why-their-internet-would-never-work-but-this-employee-quietly-sent-them-to-the-right-place-anyway-twistedsifter","status":"publish","type":"post","link":"https:\/\/www.europesays.com\/uk\/77840\/","title":{"rendered":"Management Banned Tech Support From Telling Customers Why Their Internet Would Never Work, But This Employee Quietly Sent Them To The Right Place Anyway \u00bb TwistedSifter"},"content":{"rendered":"

\t\t\t\t\t\t\"Man<\/p>\n

Pexels\/Reddit<\/p>\n

Some policies are so broken that following them feels like setting customers up for failure.<\/p>\n

Imagine working in tech support where you know exactly why a customer\u2019s service isn\u2019t working, but management forbids you from telling them the truth.<\/p>\n

Would you follow orders and leave people in the dark?<\/p>\n

Or would you find a quiet way to get them the help they deserve?<\/p>\n

In the following story<\/a>, one DSL tech support employee faces this exact situation and opts for the latter.<\/p>\n

Here\u2019s what he did.<\/p>\n

\n

When I worked in a DSL tech support role, there was one customer classification I kept coming across: those who had their DSL account in a \u201cpending\u201d state.<\/p>\n

What that meant was that the phone line and the DSL were sold at the same time.<\/p>\n

The other thing it meant was that the DSL would not be turned on until the old sale was canceled and re-entered into the system.<\/p>\n

Whenever I found someone with an account in pending status, I would tell them this and transfer them to Sales so they could get it set up.<\/p>\n

After a while, though, Management got upset at this, because it made them look bad.<\/p>\n<\/blockquote>\n

It\u2019s like they weren\u2019t supposed to actually help the customer.<\/p>\n

\n

We were told not to tell the customer that it would never be fulfilled unless they talk to Sales.<\/p>\n

Instead, we were supposed to say that the account was in pending status and, if the DSL wasn\u2019t turned on in a couple of weeks, to call back.<\/p>\n

We had customers call back for months because of this, getting more and more upset that their DSL wasn\u2019t on.<\/p>\n

I finally got to the point where I would say, \u201cYour account is in a pending status. Let me transfer you to Sales to see if they know why.\u201d<\/p>\n

So even though I didn\u2019t tell them that their DSL would never come on (like we were told to do), I hopefully got them the help they needed.<\/p>\n<\/blockquote>\n

Bravo! At least someone cares to help customers!<\/p>\n

Let\u2019s see what the people on Reddit have to say about his story.<\/p>\n

Here\u2019s someone who did the same work.<\/p>\n

\"DSL<\/p>\n

Yet another person who worked for a DSL company.<\/p>\n

\"DSL<\/p>\n

This is a great question!<\/p>\n

\"DSL<\/p>\n

That basically sums it up.<\/p>\n

\"DSL<\/p>\n

That job sounds terrible!<\/p>\n

Given how it was run, they must have had some of the highest employee turnover rates possible.<\/p>\n

If you liked this post, check out this story about an employee who got revenge on a co-worker who kept grading their work suspiciously low<\/a>.<\/p>\n","protected":false},"excerpt":{"rendered":"Pexels\/Reddit Some policies are so broken that following them feels like setting customers up for failure. Imagine working…\n","protected":false},"author":2,"featured_media":77841,"comment_status":"","ping_status":"","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[3161],"tags":[38136,23458,38137,3082,8773,34343,8726,2511,38138,38139,53,1067,16,15],"class_list":{"0":"post-77840","1":"post","2":"type-post","3":"status-publish","4":"format-standard","5":"has-post-thumbnail","7":"category-internet","8":"tag-bad-company","9":"tag-customer-service","10":"tag-dsl","11":"tag-internet","12":"tag-internet-service-provider","13":"tag-malicious-compliance","14":"tag-picture","15":"tag-reddit","16":"tag-sales-call","17":"tag-tech-support","18":"tag-technology","19":"tag-top","20":"tag-uk","21":"tag-united-kingdom"},"share_on_mastodon":{"url":"https:\/\/pubeurope.com\/@uk\/114458190427446646","error":""},"_links":{"self":[{"href":"https:\/\/www.europesays.com\/uk\/wp-json\/wp\/v2\/posts\/77840","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.europesays.com\/uk\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.europesays.com\/uk\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.europesays.com\/uk\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/www.europesays.com\/uk\/wp-json\/wp\/v2\/comments?post=77840"}],"version-history":[{"count":0,"href":"https:\/\/www.europesays.com\/uk\/wp-json\/wp\/v2\/posts\/77840\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.europesays.com\/uk\/wp-json\/wp\/v2\/media\/77841"}],"wp:attachment":[{"href":"https:\/\/www.europesays.com\/uk\/wp-json\/wp\/v2\/media?parent=77840"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.europesays.com\/uk\/wp-json\/wp\/v2\/categories?post=77840"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.europesays.com\/uk\/wp-json\/wp\/v2\/tags?post=77840"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}