Yesterday I arrived at work to discover that our email was down. Our internet worked, but alas no email. This allowed me (a technological genius if I do say so myself) to determine that it was an issue with our email host company. I work for a small company, therefore if something goes wrong and you’re the person who discovers it, you now OWN that issue and it is your responsibility to see it through to completion. So I put on my IT hat and looked up the company on their website and was pleasantly surprised to discover that they were located in Andover, MA. I called their 1-800 Technical Support number and was transferred to some guy who called himself “Bob”. Now, I’m no dialect expert, but I think it’s fairly safe to say that his name wasn’t really Bob, and I’m also pretty sure he wasn’t in Andover, MA. Andover, India maybe… but definitely not Andover, MA.
9:00 Conversation
BOB: Technical support, how may I help you?
ME: I’m having an issue with our email. It doesn’t work. Can you tell me why?
BOB: Have you created a work order yet?
ME: No. How do I create a work order?
BOB: Well you have to email our service department at XXX@hostcompany.com etc.
ME: Um. I wish I could do that BOB, but our emails down. I can’t send emails. I’m calling you to figure out why.
BOB: Oh okay. Please stand by.
ME: (being patient)
ME: (being patient)
ME: (being patient)
BOB: Ok I can’t seem to figure it out for you ma’am. Let me try one more thing. Please stand by.
ME: (being pissed off)
ME: (being pissed off)
ME: (being pissed off)
BOB: Ok ma’am you’re going to have to create a work order. You’re going to have to email the ser---
ME: (interjecting) Sir. I don’t know how else to explain this to you. MY EMAIL IS DOWN. YOU GUYS MADE IT GO DOWN. THEREFORE I CANNOT SEND AN EMAIL TO YOUR HELPDESK. Hey, I have an idea! Why don’t YOU create a work order for ME since that’s why I called you. You know, to get the ball rolling on this whole here thing.
BOB: Oh ok. Please stand by.
ME: (f**king livid)
ME: (f**king livid)
ME: (f**king livid)
BOB: Ok I created the work order for you. Your number is as follows: PEE-EHM-TEE-nine-six-five-six-zero-eight. That’s P as in Peter, M as in… um. M as in… (uncomfortable silence while he consults his Indian to English travel pocket companion dictionary.
ME: (Really eating up this awkwardness)
ME: (Grinning ear to ear)
ME: (Thoroughly enjoying Bob’s discomfort with his second language)
BOB: … Um. Ok it’s P as in Peter, M as in Mother, T as in Tango… etc.
ME: Why thank you Bob, that was very helpful of you. Now what do I do with this number?
BOB: You will soon get an email informing you it is fixed.
ME: Ok let me get this straight. My email is down, so when I get that first email stating the issue is solved then it will be back in action? I’ll be free to email all my friends and you know, do business stuff and whatever?
BOB: That is correct ma’am.
ME: Well Bob, thank you for your help old pal. Have a great morning. Or is it afternoon already? Night maybe? Whatever it is, have a good one.
12:00 p.m. ConversationBOB: Technical support, how may I help you?
ME: Hi. I'm calling to check on work order number PMT965608. I have yet to receive this elusive email stating my email is fixed?
BOB: Oh. So it’s still not fixed?
ME: Um. No. Hence this phone call.
BOB: DOES u have a work order?
ME: *sigh* Yes, Bob. Yes I DOES have a work order. I. Just. Read. It. To. You.
BOB: Oh okay. Please standby
ME: (f**king beside myself with anger)
ME: (f**king beside myself with anger)
ME: (f**king beside myself with anger)
BOB: Ok ma’am your technician is working on your problem. He will contact you in 20 to 25 minutes when it’s fixed.
ME: Ok thank you. I anxiously await word from my technician. Have a good day night or whatever. Stop calling me ma’am. Thank you. Bye, now.
2:00 p.m. ConversationBOB: Technical support, how may I help you?
ME: Ok, WTF Bob? Level with me.
BOB: Ahem. Technical support, how may I help you?
ME: This is Bob, correct?BOB: Yes ma’am it is.ME: Ah, hello there Bob! It’s been about, oh say, two hours since someone was supposed to get back to ME 25 minutes ago. Just thought I’d give another check in on the ol’ work order number PMT965608.
BOB: Oh ok. Please stand by.
ME: (checking flight prices to Bombay so I can murder Bob and his family)
ME: (checking flight prices to Bombay so I can murder Bob and his family)
BOB: Hi ma’am? Hi. It seems your account was shut off for non payment.
ME: (silence)
ME: (silence)
ME: Ok Bob. I have several issues with that statement. Let me break them down for you. I’m not even going to begin with questioning WHY this is the first I’ve heard of it, WHY you didn’t call us weeks ago to notify us that the credit card was declined, or WHY it took us to getting our email shut off to be notified of the issue. I don’t even care about that. What I want to know is WHY you couldn’t tell ME this when I called at 9:00 a.m. this morning, but instead it took you FIVE FRIGGEN HOURS, one Work Order and three phone calls to inform me my account has been suspended for non-payment. Second, when were you going to inform me of this? All day long I’ve been getting the run around, and I just so happened to call in now for the third time, and you just so happen to have the answer for me?
BOB: No ma’am, actually your technician sent you an email approximately an hour and a half ago.
ME: SILENCE
ME: SILENCE
ME: You’re kidding me right? HE. SENT. AN. EMAIL. You are aware that you’re my email host company correct? You shut my account off for non payment, and then you SENT ME AN EMAIL to inform ME of the matter? Please explain to ME how that works Bob, PLEASE EXPLAIN TO ME HOW THAT WORKS.
BOB: I’ll put you on hold for your technic--
ME: NO BOB, I WANT YOU TO EXPLAIN TO ME HOW THAT WORKS.
BOB: Oh ok. Please stand by.
ME: (FURIOUS)
ME: (FURIOUS)
ME: (FURIOUS)
BOB: We sent an email using the address you provided when you created your Work Order this morning.
ME: I didn’t create a Work Order. YOU DID IT FOR ME.
BOB: (silence)
BOB: (silence)
ME: You know what? I don’t want to argue about this anymore. We have a business to run, I have personal emails to send, and I went to get on with my life and pretend this never happened. Can you please tell me how I can get the account in good standing?
BOB: You need to call back and hit #1 for bill payment.
ME: Thanks Bob! You’ve been ever so helpful. Have an awesome day my friend. Have an AWESOME DAY.
At this point, I hang up the phone and proceed to calling billing. I hit #1 as instructed and the phone rings, and rings and rings. I get a message stating that “although my call is important to them, nobody is available to take my call right now.” And I was instructed to “leave a message and my call will be returned within one business day”. I leave a message informing them that “it took five hours for their help desk to inform me that the reason I had no email was because of non payment and that it was imperative I get a return call ASAP” and hang up. I decide to call right back. Lo and behold, someone answers! I update our account with our new credit card info (the previous one was expired, hence the “unable to process”) and within two minutes we have email again.
Three hours later, I get a return phone call from “Steve” in bill payments regarding my message. I resisted the urge to tell “Steve” he should stick to making slurpies, and instead I informed him the situation had been rectified. Today I get an email stating my account was back in good standing. There’s the “elusive email” I’d been waiting for!
Why do these things happen to me?