What is the purpose of this space? It’s always been my belief that certainly the goal of these daily diatribes should be to entertain; to perhaps provide a laugh in the middle of an otherwise routine day. And yes, maybe once in a while we will also take a look at the world situation or the human condition and maybe even attempt to right some wrongs and raise a consciousness or two, if I may resort to borrowing a sappy phrase from the 1970’s. Isn’t it beneath myself, or any writer, to use the space allotted here to whine about my own petty grievances or to tilt in vain at some behemoth corporate windmill when all else has failed?
Perhaps, but then I am suddenly visited by the ghost of the late and underrated comedian Alan King, who blows cigar smoke in my face and reminds me of the time that a major airline had lost the tuxedo that he had planned on wearing on the
Tonight Show. (Or was it
Ed Sullivan?) He warned them that either he would have his tux in time for his appearance or he would explain to the audience of millions why he didn’t. And he would name names.
And so on we go. But first, you have to do a little homework. If you are not familiar with the suffering I have already undergone simply because I chose to buy a new computer from Dell, please take a few minutes to re-read the post from April 12th in order to bring yourself up to speed. April 12th! Have I already lived nearly another month without the use of my brand new printer? My, time sure flies when you’re banging your head against the wall.
So after I’d wasted my time suffering through four nearly interminable calls to Dell they finally figured that I had suffered enough and had now earned the right to talk to their “escalations” technical people. Apparently this is a select group of folks who actually
do know how the damn things work. But you can’t just call in and expect to talk to one of them—you have to start at the bottom. You have to pay your
dues and believe me I did.
To be honest, I could tell right away that I had been kicked upstairs to a different level. My new escalations tech’s name was Jose. That is his real name and I liked the guy immediately. And although he too was unable to fix my printer problem, I gave him a good review in the customer survey at the end of the call. Maybe that was because I felt confident that sooner or later, Jose would be the one to end this unending Dell nightmare. Or maybe it was because the calls to him had been mercifully short.
Finally Jose reached the conclusion that I myself had reached two months earlier, three days after I had purchased this damn this—somebody, a real person, would have to be sent out to my house. Merciful heavens, was this the end? Was my long national nightmare finally over? Yes, yes! To the house! Of
course that’s what you should do!
And so an appointment was scheduled for last Friday. I think this was after an earlier scheduling mix-up, but I don’t remember clearly so let’s just drop it. The appointment was scheduled for between 2:00 and 4:00. Ex-x-x-x-cellent! Of course the phone rang about 1:30 and the computer repair guy, an independent contractor, started going into his build-up about how Dell had told him this would be a printer repair job but had sent him a new computer part. I just listened, not sure why this made a major difference to him, and certain that it made none to me. Then the guy surprised me and said, “But I can still be there before 3:00.” Huh? I thought sure he was setting me up for the inevitable cancellation. Well I was tickled pink, let me tell you.
He didn’t make it to my house by three but I saw him pull up just a few minutes after. OK, OK, stay calm, he’s a busy man. And he
is here. I waited a few minutes and when I didn’t hear the knock on my door I again looked out the window. And there he was, sitting in the front seat of his car, shoving food into his mouth. OK, OK, we all gotta eat. And the appointment really was for between two and four.
Finally the knock came on the door, and as I always do I smiled and said “Hi, I’m Len,” and extended my hand. He looked at it as if I was trying to hand him a cobra, but then he eventually shook it. “Tom,” he said tersely. And that’s not his real name because, unlike my pal Jose, Tom was a bit of a dick.
Without another word I walked him back to my office and then he asked me what the problem was. OK, OK maybe he’s like a cop and needs to hear the story over and over again. Still I wasn’t about to go through the entire tale of woe even one more time. Hell, if he needs the gory details I’ll just send him to this site. (Read April 12th first!)
And so I told Dick, I mean Tom, that the printer didn’t work. He gave me a look that was so incredulous you might have thought I had just said that the Devil Rays had won the World Series. And then he repeated the problem, slowly, disbelievingly and not without, I might add, more than a trace of sarcasm: “The printer doesn’t
work?”
Screw you, fatso. If I knew in more detail what the problem was I could fix the damn thing myself. And so he went to work while I adjourned to my nearby bedroom to read a book. Five minutes later I heard his triumphant, “Done!” I couldn’t believe it. And I base my disbelief, of course, not on some inborn pessimism but on my experience with Dell up until this point. Have I mentioned yet that we’re dealing with a Dell?
“Do you want to know what was wrong?” he asked in a manner that may have been smug. Then again by now I was probably not completely unbiased and perhaps a little sensitive besides. He went on to explain that the printer would not print because I had left a picture on the scanner .(A cute shot of me snorkeling in the Bahamas, with a photo-shopped shark swimming nearby. I’ll send you a copy if you want.)
Now one thing I know is that during my hours and hours of telephone conversations with the Dell support people we tried every conceivable combination to get this damn printer to work. There’s no
way that this was the problem. He saw the skepticism in my eyes and added that part of the problem was the port that the printer had been plugged into. Sorry, tubby, but I had already been down that road too.
But who cares, as long as it worked, right? So show me. And we found a one page letter in my documents and attempted to print it. And thirty seconds later we learned that Dick, I mean Tom, had done his victory dance a tad prematurely. The same error message, the one that was now as familiar to me as my Mimi Rogers nude photo, had popped up again. And so Tom continued his work and I went back to my book.
An hour later Tom, somewhat less enthusiastically this time, again declared that he had fixed the problem. I’m not going to bore you with the technical details. You don’t want to hear them and frankly I don’t remember them. I do remember that he told me that the part that Dell had sent to him (Is there such a thing as a “motherboard?) was defective and so he couldn’t install it. So Dell had sent this guy a part for my computer that may or may not have fixed the problem but we’ll never know because it doesn’t work anyway. Are you surprised by this? Nah, me neither. God bless them, they never let me down.
But then we printed a page. And then we printed another. And it was good. Clearly the printer was now working. Tom began to gather up his stuff, but before he ran off I thought it would be a good idea to make sure everything was working, including the scanner and copier. And so I asked him to show me how I could scan a document directly from the computer. And Tom said:
“I really don’t know how the Dell printers work.”
May I repeat that? The tech, the
expert, that Dell had hired and sent out to fix my printer when asked to show me how to operate my printer said:
“I really don’t know how the Dell printers work.”
Many years ago I was driving whatever piece of junk I owned at the time through a small desert town in the middle of nowhere called Mojave. In a way I was fortunate that my clutch went out in the town, rather than fifty miles earlier or later in some desolate and empty place. I was able to walk across the street to an auto repair shop, and two hours later, miraculously, I was back on the road.
Now the mechanic who fixed my clutch had warned me that he had basically fixed it with cardboard and baling wire (I exaggerate, but just a little) and that I should get the car properly repaired as soon as I returned home. Once Tom had refused to show me how to work the printer and had practically run out the door (probably to return to his half-eaten sandwich) I was left with much the same feeling I had when I got on the road with that junky old car with the half-assed repair job. It was only a matter of time.
The car, by the way, made it all the way home and ran well for weeks after that. The printer, however, stopped working less than twenty-four hours after Tom had dashed out the door. I knew it the instant I heard Spike yell. She had been in the office working on some school papers when I heard, “The printer stopped working!” And so it had—right in the middle of printing Page Three of a three-page paper.
Years ago my wife and I had a mutual friend who often described Spike in this manner: She wouldn’t say shit if she had a mouthful. Which is true. Despite the tough-sounding nickname you will never meet a sweeter more even-tempered person. That’s why I keep her around. And yet I would almost swear I could see visible steam shooting out of her ears as she realized that once again our computer, our
Dell computer, was, to put it kindly, failing to live up to expectations.
“I’m calling them, I’m calling them!” said the fuming Spike. I argued with her a bit, pointing out that it was the weekend, and besides there was no way she’d be able to relate the agonizing process I had already been through with them. Then I thought, what the hell, let her have a taste of what I’ve been going through. It will be good for her, help her to empathize. It might even be funny, or would have been if only my stomach hadn’t once again clenched itself into a tight monkey-fist knot.
And so she called Dell. And I
did laugh as she had to hit all the buttons on that long miserable trek to speaking with a human. I gave her my plastic card that contained the tag number, service number and all the other assorted bullshit she’d need to relate before she could even begin to say what the problem was.
To her credit she came across as more frustrated than rude. She even admitted that it had been she who had talked her husband (Yo!) into choosing Dell in the first place. For my part, I had declared myself done. I didn’t want to talk to anybody, answer any questions or again sit at the computer for three hours while some non-escalations tech attempted by trial and error to find out what was wrong but never, ever would.
She must have said something right because it took only about ten minutes before she was connected to a supervisor. Hell, I’ve talked to them for over ten hours and still haven’t spoken to a supervisor. I wasn’t even sure they had any.
The supervisor assured Spike that they would get someone out here (With a new motherboard! Maybe even one that wasn’t pulled from an old ’68 Chevy!) immediately. Of course, immediately is a relative term. No, they can’t come out Monday. Sorry, Tuesday’s no good either. And since Spike and I won’t be available the rest of the week here we are again back in limbo.
You know, I had planned to write a column this week called
To Be Fair. I was going to say that, while it had been an expensive and time-consuming inconvenience, Dell had eventually set everything right. I really do believe that it would be the honest thing to do, but now, at the rate things are progressing, I suspect that it is more likely that the article will still eventually be written, but by my grandchildren.
Oh, dig this: I left out the best part. There is such a thing as a Dell Customer Advocate. I know this because one of them contacted me, right out of the blue. I apologize for the length of tonight’s entry, which admittedly is more of a tirade than a literary exercise, but I figure I’m entitled. I mean, it’s not even particularly funny, but more the sad, plaintiff wailing of a frustrated Dell customer who has finally come to the end of his rope. OK, let’s try this: How about if I meet you back here tomorrow and I’ll tell you all a real short tale about my hilariously frustrating experiences with the fellow who calls himself a Dell Customer Advocate? Cool. See you then.