Mr. Gay

Customer Support Real Conversation

This is a 100% real technical support conversation I had with an american customer, while supporting computer notebooks. [Cx = Customer]

Me: hello..

Cx: hey hi, i have a problem with my laptop. can you help

Me: sure, thats why I am here sir. whats going on

Cx: My laptop is overheating..(blablablabla.. yeah he spoke a lot) last night I was working it was so hot i can't bear it anymore.. its too hot man.

Me: is this the first time the computer did like that or you found it getting hot earlier too..

Cx: its been doing that on and off.. it was hot last week too.. i put it on top of the AC for some hours..

Me: You put the laptop on AC !!!! you mean the Air Conditioner ????

Cx: yeah.. that cooled it down a bit.. but now it did that again last night..

Me: i see .. so sir do you have the laptop with you now so we can try some troubleshooting to see whats the problem. is it the cooling fan or something..

Cx: yeah lemme get it. i put it in the refrigerator to cool down..

Me: you put the laptop IN THE REFRIGERATOR ???????????

Cx: yeah to cool it down..

Me: you mean the FRIDGE where we put the food ???????????

Cx: yeah that one.. it cools it down..

Me: sir are you aware there is moisture in the refrigerator that could damage the electronic circuits forever..

Cx: nah it wont do that.. it just cools it down... like beer..

Me: sure it does

Cx: so what shall i do about it..

Me: (i wish i could tell you what you need to do EXACTLY).. sir you need to get it serviced.. its a hardware problem.. overheating..

Cx: nah i think its some program that causes it to overheat..

Me: sir.. softwares can cause the system to act slow, weird and can cause processor to overwork.. and fan works overtime.. but system does NOT get overheated for software.. its hardware..

Cx: how do I add another fan to it.. like if i put some small fans inside.. some cooling ducts..

Me: DUCTS ?????

Cx: yeah like the ones in the refrigerator..some coils that could make it cool..

Me: sir.. you need to take it to a technician BEFORE that laptop is totally unusable..

Cx: yeah.. like when i turn it on now.. it gives that strange noise.. like whooooooooo (he actually made a sound) and then i see smoke coming from it..

Me: SMOKE ?????

Cx: yeah like when you smoke a cigarette.. those small circles of smoke..

Me: (silent)

Cx: so how do i get it fixed.

Me: fixed ! yeah we need to get it FIXED.. REALLY FIXED..

Cx: so tell me if i put this laptop in my other big computer.. the one you guys call a desktop.. is it possible if i can take its screen out and fit this laptop into that big computer and can use that..

Me: sir.. you need to contact our company's design department.. that is a BRILLIANT idea.. let me give you their phone number.. it is 1-800-xxx

Cx: thanks.. yeah i need to call them.. i think this might get it work.. that way i dont need to keep the laptop on the lap anymore and it wont heat..

Me: Absolutely.. that is ONE brilliant idea.. thank you for calling and sharing it..

Cx: my pleasure..

Me: anything else i can help you with..

Cx: no thats about it for now.. lemme cool it down for a day in the refrigerator.. i gotta do some serious business on this laptop..

Me: definitely sir.. im sure this machine is serving you well.. it was a real pleasure to be able to talk to you today.. have a good day..