Two incidents this week in which I conquered technological problems.
Incident One: I switched streaming services. The new one said there was a channel guide, but there wasn't. After running around the website in circles for an hour, I got online and started a chat. The tech said try this. Now try this. Now send me a screenshot. As I did, I felt my blood pressure rising. I know I'm not stupid, but I felt stupid and frustrated and angry. Telling myself it wasn't the tech's fault, I typed a message saying I had to go but I'd try again later.
When I was calm again, I started a new chat. This person seemed to know immediately what was wrong. She asked for one permission, did something with my wifi, and voila! I had a channel guide.
What was the difference? No idea. Maybe I was clearer the second time in explaining the problem. Maybe the second person was more experienced. I only know I didn't feel like throwing my laptop at the wall.
Incident Two: This morning I learned I'd been charged $95 for a service I didn't want. I'd been informed last week of the upcoming charge. I'd gone in and (I thought) removed the service from my account. But Paypal informed me it had paid the money.
I tried the website but got that runaround thing where you click on what you think will take you to the problem but it really takes you to offers for more services. I was trying to remove an email service, but suddenly--Lucky Me--I had a new email!
I waited until the tech lines opened (in Arizona) and called. In less than two minutes, a very polite, very competent tech ended the service and refunded my money.
What's the point? COMPANIES: YOUR TECHS ARE LIKE GOLD.
Good techs who listen, ask intelligent questions, and fix problems should be high on the priority list for recruitment and remuneration. As we all know, that is seldom true.
A second point: COMPANIES: YOUR WEBSITE SHOULD BE GEARED TO THE CUSTOMERS' NEEDS, NOT SALES.
I do not understand why this isn't obvious. When I'm lost in traffic and I ask Google Maps to take me to the theater where I'm almost late for the show and it offers me additional services instead of directions, I dump Google and turn to Waze.