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CAB Evidence - There - Seems - To - Be - A - Problem - With

The customer called about a problem with their printer not printing. The agent determined through questioning that the printer was only 6 months old and had printed around 200 pages, mostly in grey scale and draft quality. After trying to clean the cartridges, the printer was still not working properly, indicating an internal failure. The agent could not help further and advised they would transfer the customer to the area in charge of guarantees to call them back within 60 minutes.

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Felipe Camargo Ortiz
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64 views2 pages

CAB Evidence - There - Seems - To - Be - A - Problem - With

The customer called about a problem with their printer not printing. The agent determined through questioning that the printer was only 6 months old and had printed around 200 pages, mostly in grey scale and draft quality. After trying to clean the cartridges, the printer was still not working properly, indicating an internal failure. The agent could not help further and advised they would transfer the customer to the area in charge of guarantees to call them back within 60 minutes.

Uploaded by

Felipe Camargo Ortiz
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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Evidence: There seems to be a problem with…

Agent: Good afternoon. This is Johana in Digital LPQ complaints line. Thank you
very much for your call. How I can help you? How can I help you?
Costumer: There seems to be a problem with my printer.
Agent: I'm sorry to hear that. What was exactly the problem?
Costumer: My printer is on but it does not print.
Agent: What does your printer reference? What is your printer reference?
Costumer: It is a TRX-3001.
Agent: Is the Wi-Fi printers’ series?
Costumer: Yes, it is.
Agent: Have you checked your internet connection?
Costumer: Yes, there is no problem about it.
Agent: Ink levels are in minimum printing level? Are ink levels in minimum?
Costumer: prin..v
No, they are almost full.
Agent: What kind of printing quality you are using? Are you using?

Costumer: Draft.
Agent: What kind of error message shows your printer? Does your printer show?

Costumer: Low ink levels.


Agent: Your printer has four cartridges. When you replaced them for last time?
Costumer: A month ago. When did you replace them for last time?
Agent: How many pages you have printed so far? It can be an approximate
number. How many pages have you printed so far?
Costumer: Almost 200.
Agent: What kind of printing colors you used? It means, most of your printings are
in the same color and quality.
Costumer: Yes, grey scale and draft.
Agent: When was the last time you used your printer?...did you use your printer?
Costumer: A week ago.
Agent: It could be the problem. Can clean you automatically the cartridges?
Costumer: Yes. I know how to do it. Can you clean automatically the cartridges?
Agent: Please proceed to clean them and then select the printing option. It will
take two minutes.
Costumer: OK. Done!
Agent: Is your printer working properly?
Costumer: No, it isn’t.
Agent: It means your printer has an internal failure. When you bought it?
Costumer: Six months ago. When did you buy it?
Agent: I am going to put you through the area in charge. Please, hold on two
minutes
Costumer: OK. Could you leave…
Agent: I’m afraid we can’t help you at the moment. Could leave you your contact
phone number and address? We will contact you soon.
Costumer: I cannot believe it. After this long phone call and you did not help me to
solve my problem.
Agent: I’m really sorry but guarantees belong to another area and all the lines are
busy. Instead of keeping you on hold an agent will call you back within 60
minutes.
Costumer: Who did I talked to? Who did I talke to?
Agent: Johana Garcia.
Costumer: In case I don’t receive any call from your company. I will complain about
your performance.
Agent: I’m afraid there is nothing else I can do about it actually. Remember for
Digital LPQ our costumer’s time is valuable. It is our complaint policy to
answer your inconvenience as soon as possible with a prompt and
effective response.
Costumer: Miss Garcia I will be waiting for your company’s call.
Agent: Right, I see. I must apologize for the inconvenience. You do not have to
worry for Digital LPQ our customers are first.

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