I recently bought a new laptop because my old one was having problems. From my purchase experience, I want to pass along the following helpful piece of advice: NEVER EVER BUY A NEW COMPUTER.
Limp along with your Apple Lisa for as long as you possibly can – because once you buy a new computer, your nightmares have just begun. The following is a 100% true retelling of my experience.
I chose to shop at one of the major Big Box retailers. I will change their actual name in this column so as to protect their identity. I walked into WORST BUY, and the salesperson Brad was quite helpful. He directed me to a perfectly adequate laptop. It had keys with letters and numbers in exactly the right locations. He told me that it had a 1.33 gigahertz dual processor with 2 GB of memory, 32 GB of storage, and a Windows 8.1 64-bit something or other. I had no idea what he was talking about, but it came in blue. I like blue. So I bought it.
Then I asked Brad if they could transfer all my data from my old computer to the new one – you know, email contacts, calendar appointments, embarrassing photos of my girls naked in the bathtub when they were two years old, saved so I could show them at their future weddings – you know, important files.
For the very reasonable fee of $150, they could transfer it all. So I said “sure.” Brad then passed me over to their tech team, the name of which, again, out of respect for their privacy, I will disguise. After only a 20-minute wait, I was greeted cheerfully by a member of their Greek Squad team named Nick, who was extremely helpful and said the job would be done overnight. So when they finished the overnight job four days later, I returned to WORST BUY to pick up my new computer. When I got home, I discovered just how helpful they had actually been, and by “helpful” I mean they had somehow managed to lose ALL OF MY DATA.
Continue reading “The joy of buying a new computer” »
[Background: Last week, I spent 19 hours over five days dealing with the tech support call center from my Internet Service Provider (ISP) – all because I installed their software “security program” from one of their email offers, which mucked up my computer, making it completely inoperable.
Below is the actual enthusiastic letter of appreciation I sent to my ISP. Because I don’t wish to embarrass my ISP by name, I have chosen to alter the company’s actual name to protect its identity.
Everything written below is the 100% truth of my actual nightmare experience. Well, perhaps 90%. – tej]
Can I just say, I AM YOUR BIGGEST FAN! Your commitment to keeping your customers satisfied has never been more on display than over the past five days. In that time I’ve gotten to know many of your tech support team members so well, they almost feel like family to me now. I am writing to tell you how grateful I am for everything that you have done to restore my faith in large bureaucratic, monopolistic utility companies for which their customers are merely numbers on an income statement spreadsheet.
My original plan for last Saturday had been to go on a nice long day hike with my family. Little did I know that at precisely 9:07am that morning KOMKAST was going to radically change my agenda for the next five days. What an educational experience it was. Can I share it with you?
Continue reading “My love letter to my Internet Help Desk” »