The Third Time around

 Jackie has been having some problems playing our latest video game – Borderlands.  The game frequently stalls out and hangs up.  We both have pretty much the same computer hardware.  The game hangs up occasionally on my computer too, but not nearly as much.  It seemed to me that it might be an insufficient memory problem (I share this problem with her computer.)  I bought her 2 additional gigs of RAM.  It helped some, but the problem remained.  Then I thought that maybe it was a graphics/video card.  I want on line to Dell entered her service and model number and went through a diagnostic routine that recommended a graphics card with increased memory capacity that was compatible with her computer.  It was a bit expensive, but I decided it would make a good early Christmas gift. 

When it arrived in the mail, I decided to install it right away.  I opened the case on the computer and removed the current card.  But when I tried to install the new card, I found that it would not fir the graphics card slot on the mother board – nor any of the expansion slots either.  I went to the Dell support site looking for a toll free number to call.  Like most product support sites these days, Dell tried to hide their phone contact in a maze of FAQs.  But I finally found one.  It was one of those “if you are calling about this, press this number” do loops.  I finally got to the point that the disembodied phone operator asked me for my Dell service number.  When I punched it in, the voice said, “I’m sorry, but the service contract on your computer has expired.  There is nothing we can do for you today.”  And the line was promptly disconnected.

I went back into the Dell Support site and found another number to call.  After going through the “if this then press this” process, I actually got to talk to a human being.  Unfortunately, it was a human being who did not speak English as a first language.  >From his accent, it seemed like he was in India, Bangladesh, or Sri Lanka.  The connection was also pretty bad and there was background noise.  I had to ask him to repeat nearly every sentence.  He asked me for my Dell service number.  When I gave it to him, he said that my service contract had expired and that he couldn’t help me unless I signed up for service contract renewal for $49.95.   By this time my anger and frustration was increasing by the minute.  I told him that my problem had nothing to do with my computer it was that Dell had sent me a graphics card that wasn’t compatible with my computer and that I wanted to return it and get the right card.  He said, “Ok then, I will have to transfer you to another department.” 

After 5 minutes of listening to tinny music, another Dell outlander with the same accent picked up the call.  I went through the same story with him as he also pointed out that my service contract could be renewed for $49.95.  Arrrrgh!  “Look,” I told him, “the only thing that I want to do is exchange a graphics card that Dell sent me in error for the correct graphics card.”  He asked me for the make and model of the card.  There was a pause with more tinny music as he put me on hold to look up the part.   “This graphics card is compatible with your computer you should have no problem installing it.”  I told him that regardless of what his readout said the card will not fit into my mother board. “Where did you buy this card?” he asked.  I told him that it was recommended by Dell on their Internet site.  He said, “Oh you should know better that to buy something from an Internet site.”

As my anger continued to grow and I let him know it, he said, “I’m going to have to transfer you to another Department.”  More tinny music… The guy who picked this call had a down home country accent that meant “Born in the USA” to me.  He listened as I explained the problem for the third time.  He did not offer to sell me a service contract renewal.  He told me that the graphics card upgrade that Dell sent me was not compatible with my computer.  He found the right card that was $50 cheaper and told me that because of Dell’s error, he would ship the new card at no cost and that I would have it NLT 12/21.  Why couldn’t I have talked to this guy the first time?

In a misguided effort to save money so many companies like Dell have been denigrating what used to be a business hallmark – customer service.  As I related this story to my project assistant, three other people in surrounding cubes came in to listen and relate their own horror stories.  And I would bet that every one of you out their in SitRep Land have a story to tell as well.

Mr. Business man and woman… If you want to fix the economy, start by fixing customer service and bring jobs back to America!

Well anyway, here’s hoping that you get everything right the first time around on this before Christmas weekend.

Jack

Is there any other advanced nation that has this problem?

http://www.openculture.com/

Worth reading.  We are at 10% unemployment and I have well qualified neighbors out of jobs.  Are we turning over every stone?

A reminder of the things we don’t think about but were here long before us, and most likely will be here long after.  Don’t underestimate the audacity of a frail butterfly to fly all the way from St. Marks, Florida to central Mexico.  And the journey was probably longer since the butterfly most likely started up east BEFORE coming to Florida. 

“I am small, but I am mighty.” 

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