We’ve all been there…Christmas comes, you buy your loved one a new computer. Isn’t that nice. Uh oh – computer not working. Let’s call tech support, shall we?
Press 1 if you speak English – 1
Press 2 if you require an agent. 2
Press 1 if this is a software issue
Press 2 if this is a hardware issue
Press 3 if this is neither of those – 3
Press 1 if you’d like to talk to an agent
Press 2 if you would like to reach through the phone and place your hands around my neck, squeezing until I beg for mercy.
Okay – I made up that last one, but wouldn’t that be the best prompt ever???
Of course, the late 20th century method of cruel and unusual punishment, otherwise known as Prompts, has been unseated from power by the new branch of the customer service mafioso family called “Voice Recognition Prompts” – a pretty piece of propaganda if I ever heard one, as they do not possess one iota of recognition of my voice – one intoned with the flattest, most Eastern-Atlantic accent you can find on the planet. Not even living in Massachusetts for the last 11 years has removed even a trace of my Connecticut-born “R’s”.
Of course there is no repurcussion against the VR mob – Dell’s first line of defense – as there is no reasoning to be had with that oh-so-calm woman’s voice telling me “Sorry! I didn’t quite get that” as I tell her NO, I do not want to be transferred to a North American agent for an extra fee.
Yes, that’s right – you have to pay EXTRA to speak to an American.
So the negotiation of the VR mob’s prompt labyrinth of hell begins, including 2 disconnections after waiting for 20 minutes on hold. A small transcript:
Obnoxious VR Mob Boss Voice:“We’re experiencing an unusually high call volume – would you like to schedule an appointment for sometime in March 2020?”
Me: NO!
OVMBV: “Sorry, I didn’t quite get that. Would you like to schedule an appointment?”
Me: NOOOOOOOOOOO!!!!!!
OVMBV: “Sorry, I didn’t quite get that. Would you like to schedule an appointment?”
Me: NOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOO!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
OVMBV: “Sorry, I’m having trouble understanding you…please call back later” CLICK.
Damn – she’s good.
Which brings me to the inevitable connection to my friends over in India – Gupta, Deepak, Pakaj and a few others. Six in all during the course of the 7 hour foray into Dell tech support madness. I won’t even get into the time they transferred me to the Canadian guy – I’m too tired to write a post that long.
Indian Tech Guy # 1 – Utterly useless. Made us do a system restore which deleted family pictures we’ll never get back.
Indian Tech Guy # 2 – Lovely guy, Deepak – seemed to know what he was doing. Identified the problem and apparently had a solution. Vista was crashing every time we did a Windows update – spitting out the dreaded blue screen. Lovely tech guy says “Let’s Do a Clean Install”. Unfortunately, the install according to him would take 40 minutes or so. We gave him both our phone numbers and were informed that he would call us right back within the hour to continue the fix. Tick…Tock…
Install finished in 15 minutes. Two hours later, no word from Deepak.
Indian Tech Guy # 3 – “Let me review your case and I’ll be right with you” Click. Disconnected
Indian Tech Guy # 4 – This one didn’t hang up on me – but after determining that the Vista clean install was successful – walked me through an hour of installing the wrong drivers. I foolishly hung up thinking everything was all right now. Went to my desktop – what do you know? The wireless internet is gone!
Intermission. (It is now 2:00 pm – took a bathroom and lunch break. Did I mention this started at 8:30 am?)
Indian Tech Guy # 5 – My favorite one, and I’m not being sarcastic. He was the first one to suggest remotely taking over my computer. He installed the correct drivers. Then it was time to do the 33 pending Windows updates and see if the dreaded blue screen would appear. I got smart after 5 hours, I made him stay on the phone while all 33 downloaded and installed. Gave me a chance to catch up on my reading during that hour…although I would call out “# 2 completed! # 13 completed! # 22 completed!”, etc. just to make sure he was still paying attention and also ’cause I wanted to be obnoxious.
Indian Tech Guy # 6 – I don’t remember what we did – I’m in a full-blown stupidy-stupor at this point.
ALL FIXED!
I would not wish this day on my worst enemy. (Okay, maybe I can think of one or two). But for the rest of you readers, I don’t have all the answers – but here’s a few tips.
1. If you can help it, don’t call on a Saturday or Sunday.
2. Write down your service tag and express tag on a piece of paper. I didn’t realize that they would ask for it 10 million times and got tired of having to flip over the computer.
3. Write down every single error you see on your computer – even if you don’t think it’s important. You have to speak the language a little bit.
4. Be firm but don’t be hostile – they’ll just keep you on hold longer, or not answer at all. Always remember they hold the power here.
5. When you get Indian Tech Guy on the phone, ask him for his name and direct extension before you start chatting. They don’t have direct lines at Dell, but he will give you a number with his voicemail extension. If you get disconnected, leave 10 million voice messages for him until he calls you back.
6. After you start chatting, write down your case number before you do anything. You can reference this when you inevitably get disconnected from Indian Guy # 1 and start with Indian Guy # 2. This will save you a lot of time.
7. Suggest that they remotely take over the computer. Not all of them will think of it, and it really is the best way.
8. Don’t buy a computer with Windows Vista. I’m telling you, wait for the next OS or downgrade to XP.
9. Leave the gun, take the cannolis.
Godspeed