I subscribe to a computer tech support service. For the most part the guys (yes, they are all guys) are knowledgeable. However, effective communications is challenging, as English is their secondary language — and I don’t know Punjabi. Still, I willingly accept communication frustration in order to save considerable cash.
Several weeks ago, my computer developed a nasty habit of making me wait 21 seconds every time I used the “Save As” command and other similar operations. The unfortunate thing is that 21 seconds is enough time to start another project — and forget the original task.
After I could stand it no longer, I initiated a service request. Two hours later, after the third failed attempt, and the fourth explanation, the problem was solved. I was giddy with excitement. Now I could get back to work. The first thing I did was open Microsoft Outlook — or at least I tried to.
I put in a follow-up request for service. After another hour or so, the only remaining solution was to re-install Office. I was not pleased, especially given the amount of customization that I had done so that I could work with optimum efficiency. Reluctantly I gave my consent.
The reinstall failed. The tech escalated the problem (which he had caused) and said I would hear back in 24 to 48 hours later. I informed him that was not acceptable. He sincerely apologized, but took no further action.
The next day, I would place repeated calls but was getting nowhere. At noon I was given the promise of a return phone call within 48 hours. Although greatly agitated, I honestly don’t think I was mean or rude to the agent, but I was insistent enough to garner a callback within the hour. By 3:00 PM (24 hours later) my computer was back up and running just like before — with the 21 second delay.
They said I need to reinstall Microsoft Office to fix the problem.