Interweb...Enabled

Back in the land of the technology blessed. I have cable internet that comes in over lines that have been here since I've owned the house (over 25 years) The lines had not been used until we got the current internet set up a few months ago. Rockin' along just fine until yesterday afternoon. Bad...really bad. Let's just say that even something as simple as getting a phone number for the local repair center was an ordeal.

Chris (my middle child) called the local tech support and they went thru the requisite troubleshooting and decided a service call was in order. A technician would be out before 8pm that night. Cool! Minimal down time. You have to understand, my crew is VERY internet dependent. The appointed hour comes...and goes. Called the local number to find out where my technician was, only to learn that the service call is set for Friday 2-5 pm. Nope...I need a body to talk to. Now my fun begins.

One hour later, I get a supervisor...she doesn't have a clue as to what is going on, even though the phone rep 'sent her the details' 10 minutes ago. We're still not sure who told Chris Thursday, and we're still waiting for dispatch to say yea or nay on Friday morning...can I hold for just a minute more? Sure, do I have a choice? Thank's I'll be right back...Dr Dialtone!

OK. I just lost what little mind I have left, I want somebody's vital organs, and I will not stop until I get them. Hour two, second call to the local repair center. Apparently, I scared the girl who answered, and was immediately connected to a supervisor. I explained the problem for the 3rd time, including the other supr that hung up on me. She asks me to hold while she checks with dispatch, to which I tell her that if she puts me on hold, I will find out who she is, where she works, and I will personally come to her office for a face-to-face chat. While she's waiting for dispatch, I let her know how I felt about her company. She was finally able to tell me someone would be out Friday morning between 8 and 11 am. Then I asked her the question that you should ask when a customer service issue has gone past bad to ridiculous..."If you were in my situation, would you put up with this crap?" She very quietly whisper 'No'. Excuse me, what did you say? 'No'. I didn't think so. Now tell me why I should.

It's really not that hard. If you say it, do it. If something happens and you can't do it, at least tell me that there's a change in plans. Stuff happens. Things go wrong. Most people are reasonable people. If there's a problem, tell them up front. Good rule of thumb: Don't tell me what you think I want to hear...tell me what I need to hear.

I feel so much better...