Showing posts with label Microsoft. Show all posts
Showing posts with label Microsoft. Show all posts

Sunday, July 23, 2023

THE WEEK IN REVIEW (Or Please Don't Make Me Talk to a Robot)


Recently, a friend and I were having one of those idle conversations about what, if anything, we would do differently if we won the lottery.  I said I would fly first class and hire someone to come to my house and cook a couple of times a week.  My friend, wise woman that she is, said she would hire a personal assistant.


Of course.  Why hadn't I thought of that?  I immediately traded in my wish list for hers.  


Why do I need a personal assistant?  Well, here is what my last week looked like.


MONDAY:  


I called a plumber to fix the water pressure in our shower.


We had a new screen door installed.  (Made possible by my spending hours online last week looking for, and ordering, a screen door.)  


TUESDAY:  


The plumber came and fixed our shower.  


We realized the screen door wouldn't open to its full arc.  I texted the person who had installed the screen door to see if he could fix it.   


WEDNESDAY


I attempted to use Venmo to do a good deed. I didn't have sufficient information about the person I was trying to send money to, so I had to exchange emails with someone who had the info.


I saw I had received a bunch of text messages and realized my phone was not dinging to notify me.  I went into settings and tried to fix this a couple of different ways.  No success


THURSDAY:  


I called Apple to get help with retrieving my Word documents from the cloud.**  (This was in follow-up to another call to Apple a couple of weeks ago seeking help with my very-slow computer.  The person who I talked with that time called my six-year-old computer "vintage," and said he would try to help.  He walked me through taking things off the computer and putting them back on.  The next day, I discovered my documents were stuck in the cloud. It took me a while to get up the energy to call back . . .).


During this second call to Apple, a nice woman hastened to be of help when I told her I would rather stab myself in the forehead with a fork than call Microsoft.  And by hastened, I mean she spent two hours with me, after which I believed my problem was solved.


FRIDAY:  


My occasional yard helper was supposed to come, but our street was being repaved, and after we texted back and forth about how he could reach the house, we had to reschedule.


A technician came in the late afternoon (after I had waited all day) to fix our internet connection.  (This was in follow-up to our losing the connection three times in the last month.  He came after I had many interactions--I won't call them conversations--with a robot over the course of many calls to our internet provider, trying to reach a human being.)  I didn't catch the technician's name. I will call him Ralph.  He looked like a Ralph.  We had a conversation that went something like this:


Ralph (after fiddling with the box outside our house for over an hour and climbing a pole in order to fiddle with another box):  Your DSL lines are too fast for the distance from the something, something.

 

Me:  Huh?

 

Ralph:  I can’t slow them down without an order, and I can’t ask for an order.  The customer has to do that.

 

Me (voice rising in panic):  So, I have to call CenturyLink? Please, don't make me call CenturyLink. Please, don't make me talk to a robot.  


Ralph (sympathetically):  Something, something about what he would try next.


Ralph (a while later):  You shouldn't have to call CenturyLink.   I just have to drive to (fill in the blank, I didn't understand where) to check the line.  It should be fine.  


Me (restraining self from grabbing his sleeve):  Wait.  What if you leave and it still isn't working?


Ralph (in a don't-you-worry-little-lady voice):  I'll be able to tell from the other end.  I'll come back if it isn't working.  


Me (muttering to self as Ralph left):  Please don't make me talk to a robot.


By some miraculous twist of fate, the connection held and I have not seen Ralph since.


(Also on Friday - The person who installed the screen door came by and loosened something.  It still isn't right.)


SATURDAY:  


I started a blog post about Ralph and the robot. As is my habit, I saved it in a word document, with the intention of transferring it onto the blog when I was finished.


SUNDAY (today):  


I tried to make a Skype call to my cousin in Scotland.  I discovered that Skype had disappeared from my computer.  I was unable to reinstall it.   


I looked for the blog post I had started.  It was nowhere to be found. Apparently, the help from Apple has led to new documents being stored in a place that I am unable to find or access.  (My brother and sister-in-law will be visiting this week.  She is good with computers.  I am hoping she will be able to help me.  Are you reading this, Janice?)


I went to my niece's house to pick something up, and, while I was there, asked her to help me with my text notifications, which she kindly did at lightening speed.   (Bless the young people.)


I rewrote this blog post.  Believe it or not, I left some things out . . .


So, yes, a personal assistant (preferably human) would be nice.  I am thinking maybe I could pool my resources with a bunch of friends, and we could take turns using such an angel to de-stress ours days.


Want in?


                            Photo by Possessed Photography on Unsplash

** I used to think the cloud was literally a cloud.  I thought the information was floating around above our heads somewhere.  I was disappointed to learn the cloud was actually a warehouse full of computers somewhere in central Oregon.


                                  




 



 





Tuesday, October 22, 2019

I CURSE YOU MICROSOFT

A while back, I heard someone on the radio talking about what she called “shadow work.”  She used this term to describe the unpaid hours we spend on work that someone else used to do for us.

As an example she mentioned vacation planning, lamenting the loss of travel agents. Without these intermediaries, we must now spend hours squinting at our computer screens, trying to put together the "best deal" for our next trip. 

Yesterday I spent 3 hours on shadow work of a different kind.  Today I spent 40 minutes.  All of this on the phone with Microsoft trying to resolve an issue with Word.

I won’t bore you with the nature of the problem.  I will share that it took me nearly an hour of answering questions from a robot, pushing various numbers on my phone, listening to horrible tinny music and messages suggesting I look for my answer online, to get a message telling me a human would call me in 20 minutes.  (Of course, I had already tried to find the answer up online – why did they think I was calling?!)

When, after more than 20 minutes, I got the call back, I first answered more robot questions, then was handed over to a human who asked the same questions AGAIN, then put me on hold (where I waited through more horrible tinny music and suggestions that I look up my answer online), while I was transferred to another human because the first human dealt only with Windows and I have a Mac.  

After the second human repeated the same questions, I, holding my phone to my ear attempted to keep up with his instructions using one hand, then switched to holding the phone to my ear with my shoulder – not easy to do with a cell phone.  Eventually, I allowed him to commandeer my mouse so he could fix the problem.  After he uninstalled Office and sold me a new version, we waited for the purchase to download.  When a message said download would take 40 minutes, I agreed he could tell me what to do when the download was complete, and we both got off the phone

By now, two more hours had elapsed. 

When the download was complete, I followed the instructions the second human had given.  

Alas, when I opened Word, MY PROBLEM HAD NOT BEEN RESOLVED. *

I wanted to weep.  Or scream.  

I did neither.  I called a friend and vented, then took an Epsom salt bath (the phone-holding with the shoulder having left me with a sore neck and back). I lay in the tub fondly remembering my electric typewriter, which had never demanded more of me than a new ribbon.  And then I remembered carbon paper and Wite-Out, and had to acknowledge that word processing was a life changer.

I called Microsoft again this morning – this time I knew which buttons to push to get a human, but I still got a Windows human and had to be transferred to a Mac human and I still had to answer robot questions and the same questions from each human.  

Doesn’t anyone take notes?

By the time I got to human number two, I was just the teensiest bit testy.  My mood was not improved by the fact that I could barely hear her over the voices of the other phone helpers, one of whom was talk/yelling so loudly that I wondered why he needed a phone. 

I am sorry to say I was not nice.  I am not proud of the version of myself I showed to her.  I know none of this was her problem, but a person can just take so much.

I am happy to say she solved my problem.  I am sorry to say it took another 40 minutes.  

Each human was very nice.  Each was so sorry for my inconvenience.  Each kindly told me I was entitled to free tech support any time I need it.  

Seriously?  

If it’s going to take 3 hours and 40 minutes of telephone torture for them to resolve a tech problem, I want more than free tech support.  

I want house calls.  

I want to be reimbursed for my time.

I want a gift certificate for a massage to ease my tensed up shoulders and neck.

I want phone trees to be outlawed.

I want to put Bill Gates in a room and make him listen to Microsoft’s robot voice repeating the same message over and over and over again – with an occasional break for horrible music.  

Look, I know Microsoft isn't the only culprit.  But it was the culprit yesterday and today, so it gets my wrath.

I'm on to you companies that use phone trees.  I know you know that phone trees and long wait times and robot voices are crazy-making.  I know you know you don't have enough people to answer your phones and don't intend to hire more.  I know you are hoping I will get so frustrated that I will go away and live with my problem. 

Shame on you!

I also know this is a First World problem.  I know I am lucky to have a computer and a house to keep it in and a cell phone with which to seek technical support.  The thing is, I live in the First World and, in order to function well here and do what I do, which includes a lot of writing, I need word processing.  And it shouldn’t take nearly 4 hours of my time for Microsoft to fix, or help me to install, its product.  

Thank you for taking the time to read this rant.  I am sure you all have stories of your own.  I’d like to hear them.  

Misery loves company.  



* I don't blame the underpaid human.  He could only do so much over the phone.