A call came in this morning from a student’s parent about a phone issue that led me down a customer service odyssey. First, some context. The school owns the phone equipment, and uses a third party vendor for technical support and maintenance work; I reference them as TPV.

Sam: Got a student extension that is sending all calls to voice mail, except when I disable the send all calls to voice mail feature. Then it doesn’t ring and rolls immediately to voice mail.
TPV: Let me research this.

Four hours later…
TPV: OK, there’s nothing wrong with the phone, except the system shows it’s off the hook.

One hour later…
Student enters my office. They can’t dial out using their PIN. I agree to walk over to the dorms and hang the phone up for them.

Five minutes later…
Discover phone is on hook. I dial the students number from my cell. Now it rings five times before kicking over to voice mail, as desired. Verify student can’t call out with their PIN. Another call to TPV.

Sam: Can you check on a student PIN for me and make sure it’s active? PIN number XXXXXXXX.
TPV: That PIN is deactivated.
Sam: It was just issued yesterday. Why is it off?
TPV: We show an overdue balance of $9.59.
Sam: Can you carry the balance forward to next month’s bill and reactivate the PIN?
TPV: I’m not authorized to do that. I’ll transfer you to customer service.

Two minutes later…
Sam: Right, can you please reactivate PIN number XXXXXX. I understand there’s a balance on the account. Please push the charges to next month.
TPV: What balance? There’s a credit. $9.59.
Sam: Why was the PIN deactivated if the account shows a credit?
TPV: It’s active.
Sam: It doesn’t work. And I was told by a tech the PIN is inactive for overdue payment.
TPV: No, it’s definitely active. Give me a second. ( Modem pops and clicks in the background ).
Sam: Are you dialing into the switch?
TPV: Yes.
Sam: And is this exactly the same switch the last tech looked at?
TPV: I can’t say for certain. ( Long pause ). Oh yeah, this baby is active. Give me a second, though, I’m making an adjustment.
Sam: If it works, what’s to fix?
TPV: There we go. Yep, it’s active now.

The twice activated PIN works now, and I had a good laugh. I feel more entertained than lied to.