Monday was the most “technically-challenged” day of my life! I was ready to through away computers, GPS systems, VCRS, DVDS, my cell phone…Wait, I couldn’t go that far! But it was a frustrating day!
On Saturday, I had tried to upgrade my GPS system. It should have been a simple process…Order it online; pay online; download to your computer; Upload to the GPS system. After 7 hours of downloading, uploading, and stress…IT STILL DIDN’T WORK! I ended up calling the Tech Support on Monday morning. (They don’t have Tech Support on the weekends…I guess if the GPS takes you to the wrong place on Saturday, or it blows up on Sunday, you MUST wait until Monday morning!) Anyway, after waiting on hold for 35 minutes, the Tech walked me through it. He told me I had to have the GPS system turned on the entire time. A simple prompt on the download would have saved me HOURS of frustration. So two hours and a bunch of money later, I was updated and upgraded!
Next issue: In an effort to be more financially wise, two weeks ago I called and cancelled one of the two landline phone lines that was coming into our house. However, our DSL was on that line, so it had to be transferred to the second line. They told me a service tech would come and take care of it for me. Great! I don’t want to be responsible for that kind of “techy” stuff! (Mistake Number 1 – No tech was needed nor was ordered.) I waited most of the day for the tech to arrive. Finally around 3 pm, I called to find the status of the arrival of the Techy. After 5 or 6 phone calls, they informed me the NO ONE WAS COMING! I HAD TO DO IT MYSELF! (One lady on the phone asked me what state I was calling from. I told her before I answered that question, she needed to tell me what state she was in…the Philippines! That is not a state!) On the final call, I reached a man in southern India. (I know you think you know where this is going…just wait.) I began the conversation with, “I am very frustrated and angry at Verizon…I know it’s not your fault, but….!” Mr. Sanya remained calm and assuring throughout the entire process. He even laughed a number of times. (His laugh was very similar to my son’s laugh! Freaky – but comforting!) Mr. Sanya told me exactly what to do. He worked with me and my computers for an hour and a half. At two different times, he was able to “share” the screen with me and fix it for me. When I made a mistake (hit the wrong button), Mr. Sanya would reply, “No problem!” When it was all done, he congratulated me on getting it all fixed. He made me feel like I had done the work. Before Mr. Sanya and I parted ways, he reminded me that I had initially told him of my frustration and anger towards Verizon. He then asked me if I was satisfied with the outcome of our “conversation”.
Relief, Joy, Excitement! That is what I felt. If Mr. Sanya had been anything but kind with me, I think I would have just blown up! But he showed me that it was do-able. He walked me through my difficulty, and made me feel good about it.
Kind of makes me want to walk others through their difficulties and show them Relief, Joy and Excitement!
