torn between tears and rage

[withing]

So, this laptop that I bought off of eBay has been pretty good. I like it. Suits my needs, and works just fine. Not much to complain about except one little thing. Nothing downloads correctly! I don't know if it's the wireless card, the computer itself, or what the heck is going on, but it's like having a faulty dial up connection... with a lot of "noise" on the wire that drops the call so I have to start over with nearly every download. I've installed a program that "catches" most of the downloads so that I don't have to start over, but it's still frustrating.

Anyway, I'm trying to get this virus software installed. I wanted to have this particular one because I prefer it over others (won't say which one 'cause I don't want to start a "snob" war over software). But, it won't download, and the software I have won't capture it because the the downloading is part of the installation process. So I had the brilliant idea of getting the disc at the store - then I wouldn't need to download it, right?

Stupid me. That was the old way of doing things. Everything's downloaded nowadays. I suppose I only need the disc to prove I bought the program. So, now I have a blankity blank disc, and still no program.

I went online support and what does it say? "Please enter your product code... which can be found in the 'about' section of the program" If I can't download the freaking program how am I going to access the freaking about section???? AND NOWHERE IN ALL OF THE PAPERWORK IS THERE A GOD DAMNED PHONE NUMBER TO CALL!

Yes, I was yelling.

I think I might get some sleep and try again in the morning. I just needed to blow of some steam so I won't smash my computer to smithereens or sit her and cry like a baby. I've been at this for about three hours now.

[resonance]

I really hate the customer service model where the goal seems to be to prevent people from actually talking to anyone in customer service. It's intended (I assume) to cut down on calls that could be addressed by having people read the documentation, but is intensely frustrating to people (like us) who have problems that the documentation cannot solve.

I hope it's one of those stupid fads that businesses think is a great idea but that turns out to lose so many customers it's not cost-effective.

[withing]

I really hate the customer service model where the goal seems to be to prevent people from actually talking to anyone in customer service. It's intended (I assume) to cut down on calls that could be addressed by having people read the documentation, but is intensely frustrating to people (like us) who have problems that the documentation cannot solve.

I hope it's one of those stupid fads that businesses think is a great idea but that turns out to lose so many customers it's not cost-effective.

Sure, I understand the concept - I would have hated to be the person on the other end of the line had I gotten a hold of someone last night... The extremely frustrating part is, that there is an option for telephone - if the customer has proof of purchase, which they have to give by putting in the product code which, as I mentioned before, is in the program. Otherwise, it's send an email, and we'll get back to you... hopefully within 24 hours.

*sigh*

Now, how's this for irony? (is it irony?) As I was posting last night, I thought I'd give this program one last try before giving up for the night. Lo and behold, the stupid thing actually began to download! Maybe it heard my threats. Perhaps my anger channeled into the computer, and it felt its imminent demise. Maybe the gods took pity on me. I dunno. Whatever happened, the thing is installed and working now, so I'm a little happy.

[reddog]

I really hate the customer service model where the goal seems to be to prevent people from actually talking to anyone in customer service. It's intended (I assume) to cut down on calls that could be addressed by having people read the documentation,

no. it's because the technology is cheaper than people. and if you have to use people, someone overseas who only speaks English well enough to follow a script is cheaper than native speakers of english. i don't mean that in a racist 'them people can't even talk right' way but from experience working in a phone shop. non-native speakers just can't catch the nuances. customers do NOT know how to prioritize or summarize; you practically have to educate them on how to give you the needed info. i don't see how anyone who doesn't speak the language comfortably and intuitively can do it, and frankly, from the interactions i see at my company with our oversea sites, non-native speakers only get about 80% -90% of the provided info. that's fine for simple requests, but when the customer has a complicated issue? the non-native speaker gets lost.