Sometimes helpless, but not always hopeless.


Let me preface this by saying, I hate technical support.

Of any kind, but especially the support from my own company I work for. We call them the Helpless Desk. Because they truly are of no help to me.

Why do I bring up such a lame topic?

I spent time with three (no, four if you count the one my husband had to call first) help desks/technical support centers this week.

Helpdesk number one. Remember the wine cellar I raved about a couple months ago? Still love it, sans the fact that it died on Sunday. No power. No chilling. It was in our house for a mere six weeks. Hubby was the lucky guy to call tech support that day. After 30 minutes (are you SURE it doesn’t work???) duh!, they decided to replace it and ship us a new one. Hubby said dude on the line was surprisingly helpful.

Helpdesk number two. Remember my most favoritest coffee machine E-V-E-R? I blogged about it in February. I’ve used it every day since then. It’s as close as you can get to loving an inanimate object. Guess what?? It died on Tuesday. I cried because I was just about to brew a cup of French Roast. I was insanely pissed. I called the help people for Keurig. They were nice, and knew I was in coffee withdrawal (so I didn’t even have to get jiggy with them, lol, they were super sweet- that sure deflated my anger). They sent a replacement for my unit yesterday. I still love you Keurig.

Helpdesk number three. I bought a portable GPS unit over the holidays. It’s really nice, and I love the fact that it is portable. We were excited to use it this weekend as we trek 750 miles to S.C. So, as any proactive person would do, I tried to update the maps in preparation for our trip. The boneheads who developed this product shipped it with an SD card with only 512MB capacity. The map and software already on the card reaches that capacity. You can’t download a map without having a map already installed….So, how do you add a new map with no space?
I go and buy a new 2GB SD card. I load it, and GPS doesn’t like it. So I call tech support, which informs me i can’t use a card with more than 1GB. whaaaat? 4 hours later, my TomTom was fixed and ready to go with the new maps, after being on the phone troubleshooting with their Level 1 and 2 people. But they were really nice. Overly nice. So nice I can’t complain that I spent most of my day yesterday with them.

So, I take it back.

Not all helpdesks are worthless. In fact, occasionally you run into very nice people who still believe in customer service. I was both surprised and strangely impressed.

Now if my own company could just straighten itself out. Do you think the nice TomTom guy can fix my wireless issues?

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