My Calls

I only had 1 call today.. huhuhu. Good thing it was a valid one... hayyy.... Bout you guys?

i had a call yesterday that went for more than 2 hours of troubleshooting. the problem at first was she can't print cause there was a communication problem with her printer and PC. she is using a USB cable. looked it up with DSN using the communication failure cannot print/fax decision tree. after we solved the communication problem, we still can't print so we went on with the troubleshooting. the customer was already frustrated but i try to pretend that she's not (hehehe). and she was with her boyfriend (i think), and they were taking turns in talking with me. however, when we were in the middle of the t/s she got disconnected. so i called her back. when she answered the phone she was like: "hello? hello?" the when she recognized my voice she said: "EJ!!!!!!". it was very funny. hehehe.... then we went on with the t/s. to make the story short, we solved the issue by changing the system USB mode from 2.0 to 1.1. during the almost 2 hours and a half of t/s i forgot to take the break and i also forgot that i needed a bio-break. good thing i didn't wet my pants. i could've been REALLY embarrasing. hahahaha....

PS.
while i was attemting the callback, she called us again using another phone. and another agent (Romela) from Red's team (i think) got it. she said we got disconnected and hung up when i finally reached her. hehehe..... and the call ended at 8:45 which started at 6:30 (i think)

Wow! Way to go EJ! Good thing you were able to solve the problem. Based on experience, you really have to show to the customers that you won't hang up the call until issue is resolved. And we should all focus in helping them with all our heart and resources. Hehehe

ej...u sed u solved the issue by changing the system USB mode from 2.0 to 1.1.... hw do u do that?

yeah ej, how'd you do that? teach us please....

i forgot it already. but i'll look it up for you guys.

Please post it on Common troubleshooting EJ. Thanks... And guys! You could look it up in google and DSN. We don't want to be spoon-fed right?