Working at a contact center today.
Company A - Client we manage
ISP - 3rd party ISP
Received a case where we had to contact 3rd party to replace an AirCard that was lost. We need to Aircard A disabled and Aircard B to replace.
There was Chatter from Company A in the case notes from ISP that we are to contact them to have the needed work down
I call ISP at the number the 111-111-1111 number. 5 min of verbal out of date info and then I am connected to Agent1 at ISP. Hear typing and chatter. No answer. And they hung up.
Received another phone number (222-222-2222) for the same ISP and called. Explained the Aircard was lost and we need it disabled and a replacement sent.
Agent2: What is an AirCard, I have never heard this before.
Me: It's the USB device that User's connect to their Laptops so they can access the Internet. (modem)
Agent2: Do you have an account number?
Agent2: I cannot find an account for that number
Me: I have an email from someone internally at your company (ISP) that we are to call you on this issue. (gave the Contacts name)
Agent2 contacts the co-worker and verifies.
Agent2: Can you give me the Serial number
Me: I have a question for you, I called 111-111-1111 and they hungup on me. What is this number? What department is it? Am I suppose to call you at 222-222-2222 for these types of issues?
Agent2: I do not know this number, nor is it us. You should contact us at 222-222-2222 for these issues :)
Me - searched google and 111-111-1111 was their primary number for the company. - Fail
Agent2: I will send the case to a Tech to disable the aircard and contact you to have another aircard sent out. Have a good day.