Tech Support

Because I work in the information technology field, several people ask me to help with their computer issues assuming that I know (or should know) all things technical.  I don't and worse than not knowing, I am a terrible teacher with absolutely no patience. Today I had a taste of what it is like to be on the receiving end of technical support.

This morning's wake up call was a dead work computer.  It would not accept power from the battery or the outlet.  Keep in mind I work remotely and am pretty much useless if I do not have an operable computer.  Lucky for me most of my applications are in the cloud so I can access my work information from any computer.  I set up on my personal MacBook and sent out my first email to the company that I have somehow fried the laptop and need another.  My boss ever so generously drops by with a laptop he recently acquired from a dismissed employee but had not yet returned to Rochester, as a temporary fix. So my desk now has three computers on it and non are ideal:  my work laptop is dead, my personal laptop cannot handle the load needed for my business applications and the extra laptop that was just dropped off is riddled with junk and not set up correctly for me to use.  

I really need mine fixed and hate the idea of sending it away.  But I have to bite the bullet and deal with it.  Went online, checked the warranty (yeah still active) and called tech support. Thought at the very least they could send me a box to express ship it and put a high priority on repair.  I was on hold for 29 minutes before someone answered and stated she needed to transfer me to support.  I thought that was who I called.  Another 20 minutes and I meet Bernard, who soon becomes the love of my life :-).

Let me digress.  As I was on hold I couldn't help but think about the weekend where I promised to help my dad set up his GPS and my mom download her first ebook on the Nook.  I was not very kind.  Basically I yelled at their questions, snubbed their suggestions and failed to disguise my annoyance with their lack of understanding.  Well let me say I AM SORRY loud and clear.  Because I now am on that side of the fence.

Bernard answers with his strong southern accent (I was calling the center in Atlanta) and could not be more pleasant.  He tells me to remove the battery, ensure the power cable is not plugged in and then proceed to depress the on button, hold for 4 seconds and repeat.  He asked me to do this 10 times and on the 11th time to hold the button depressed for 30 seconds.  Seriously?  I relay think he is pulling my leg because this sounds so ridiculous.  I question him every step of the way and even give him a little attitude (what is wrong with me?).  When I shut up long enough to do as he instructs, I find he is right.

It worked!  Can you believe it?  I always mock the people who tell me to turn the computer on and off to fix it but this actually worked.  Apparently, the machine accumulated static which caused a reverse in voltage or charge.  How bizarre!

Now I'm feeling pretty guilty.  Bernard was wonderful... he was patient, non-condescending and dare I say pleasant.  I had the nicest guy in tech support while my parent's had to deal with bitching Bonnie.  Sorry sorry sorry!

Promise to be more like Bernard in the future so let the tech support begin!