So working for an ISP I get a lot of shit but this call stuck with me for some reason:
Me: Thank you for calling ISP, home of the Whopper, my name is jerrygofixit, how can I help you?
Customer: Yeah I got your internet service and I can’t get on wireless!
Me: Oh I’m sorry to hear that, one moment while I pull up your account.
I pull up her account and notice she has our “internet essentials” package, given to low income families that qualify for free school lunches for $9.95/mo, equipment included. In the notes it specifically states she was told it was NOT a wireless gateway but merely a modem.
Me: Ma’am, it looks like you have our essentials package, which does not come with a modem gateway, just a modem. If you need wireless you can pick up a router at a retail store for around $40.
Customer: But I was told it would come with wireless! How am I supposed to use this!?! $40 is like a thousand to me!
Me: Ma’am, I’m sorry but it’s internet essentials, its just basic internet so you and your family can get online without having to pay too much. No frills, no nothing, just basic internet. You can hook up your computer directly to the modem though, I can guide you through that, it will only take a minute.
Me: Alright great, what kind of computer do you have?
Customer: We have two iPads and 3 iPhones
Customer: … … well?
Me: Ma’am we only support PCs and Macs. You’ll need to get a router.
That’s the abridged version, she mentioned several times that she was promised wireless and while I try to give customers the benefit of the doubt (because I know salespeople can be f#$king shady and deceptive as hell) the notes clearly stated she was well informed of this and internet essentials already comes with a free modem as well, not a damn gateway. Bitch can drive her damn Mercedes to Wally World and pick up a damn router.