This morning I entered a chat session with my cell phone company. My cell phone’s setting was messed up and I needed help to fix the issue.
One of the biggest issue was its data using method. Even when I was at home, my cell phone was using the cell phone’s data. I know the cause. I needed to change the setting for international travel. Several days before my departure, I changed the setting. Since it was not set well, I needed to do this procedure on three different days with the help of three different agents. So, I didn’t remember exactly what I did.
A female agent picked up my question in the chat session.
When I mentioned the issue of my cell phone setting, she said she could help me to fix it. She walked me through this and that. However, whatever she instructed, I could not find the exact name of the commands. I did my best not to offend her, and I guess she did the same. We tried to be nice and polite so that we didn’t offend each other. We ended up spending 30 minutes trying to do different ways.
After 30 minutes, she finally noticed one thing. She asked me if we were working on the device ending the certain 4 digits. Then we noticed she was walking me through for my husband’s device. His device and my device are from different manufactures and their setting procedure was totally different.
By the time we finally solved the issue and ended our chat, almost one hour had passed. I am glad my setting was back to normal.
I am also glad I chatted with her. Even though we wasted our 30 minutes for working on the wrong device, I didn’t feel mad to her. I could feel the agent was feeling sorry for her misunderstanding. I could feel her sincere apology through her way of writing.
Next time the first thing I will do is to make sure the agent will work on my device.
♬ Any feedback? (^^♪
three wisdom 