Dear Friends:
I have learned so much from this computer hell. I gave the manager a
piece of my mind, and was articulate and detailed. When I was done, it occurred
to me how similar this all is to breastfeeding. We work with mothers that
have as much notion of how babies and breastfeeding work as I do about
computers. We know what we mean, and we know what is possible; but SHE doesn't.
I told the manager what I was upset about:
1) Having to say all the same information (name, address, zip code etc.
etc.) even after giving my case #. It was infuriating to have to spell out my
email address times for each new tech person (at least 3 times a day for a
while), even though they had my entire record at their fingertips once I gave them
the case number. "For security purposes, ma'am" I was
told...............right. Like a thief is going to be calling technical support for the 15th time
in 5 days, and at midnight, about a computer that isn't working?
2) Not being believed when I insisted the problem was their product, as the
other wireless computers in my house were working perfectly. It took about 6
hours of technical support torture before they finally agreed with my
assessment of the problem (i.e. the new laptop was defective). They had to go
through their recipe book. They didn't see me as a person with a unique problem;
they saw my difficulties as some process to fix according to their cookbook.
3) Being given the same sentences by 10 different when I got upset. "I
understand ma'am that you are frustrated." Getting too many reflective comments
back; they had the words but no music at all.
4) Being asked to do something totally beyond my comprehension and exper
ience as in 'get a screwdriver and put it in the little notch between the
backspace key and the vents for the speaker and flip the top of computer open at the
hinge." AAARGH!! What hinge? How much pressure can I use to do this, having
never seen it, and being concerned about breaking the computer?
5) Being treated like a piece of machinery. Having to through 18 menu
choices for the umpteenth time when I called for technical support. Especially
since my problem isn't on any of their menus. I told the manager that if a
customer has had repeated contacts, as I did, they should get a break, and not have
to introduce themselves each time they call back for help.
6) Keeping dates. I made 2 dates with them for calls back, and never got
them. I did get calls back, but never at the agreed-upon times.
I'll have to remember this for lactation work; it all applies.
warmly,
Nikki Lee RN, MS, Mother of 2, IBCLC, CCE
Maternal-Child Adjunct Faculty Union Institute and University
Film Reviews Editor, Journal of Human Lactation
www.breastfeedingalwaysbest.com
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