"Reaction [beta]"
Microsoft customer service calls back 10 years later 17 Jan 2008
On 8th January 2008, Microsoft Tech Support returned Brian's call to see if they could help resolve a problem he had been experiencing. The were a little late however, since Brian had reported that problem a staggering 10 years earlier!
How did this happen? Well, the original call was placed on 7th January 1998 and the Microsoft rep that handled it entered a note in the reporting system to have someone call Brian back the very next day. However instead of typing "1/8/98" (the next day's date in US format), they typed "1/8/08." Probably because 9 and 0 are right next to each other on the computer keyboard. The result? A 10 year delay in following up!
Get the full story from Brian here.
[via Consumerist]
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1 comment so far
CSR 17 Jan 2008 04:39 PM
In my experience of call centre operations, cases are usually assigned a priority/severity rating and are then automatically added to a "follow up queue". The support rep can't typically specify a date upon which a customer's call should be returned - the customer gets called when his case reaches the front of the queue. And the speed at which this happens is governed by the aforementioned priority/severity rating and any number of preset company-specific rules.
I'm therefore a bit suspicious of Brian's story. However, my experience of call centre ops is recent. Perhaps things were different 10 years ago - maybe it was possible to specify and fat-finger dates back then?!?