[nfbcs] Bad Tech Support, The old ways are the best

[Mika Pyyhkala]

Its a lot easier if you just throw the device in the trash or the
recycling, and then get a new one when they give them out at NFB
conventions, etc.  Or just use the iPhone app.

Maybe you or a friend can just call in and request a new one.

Requesting a new one is probably 99% easier than initiating a repair,
and they probably don't repair them anyway.

<smile>

Best,
Mika


On 5/2/19, Peter Donahue via nfbcs <nfbcs at nfbnet.org> wrote:
> Good afternoon everyone,
>
> 	Give me plastic, or a trustworthy sighted individual to help me sort
> my money. No need to worry about devices going on the frits or receiving
> one
> big hassle in the name of tech support. All the best.
>
> Peter Donahue
>
>
>
> -----Original Message-----
> From: nfbcs [mailto:nfbcs-bounces at nfbnet.org] On Behalf Of Jack Heim via
> nfbcs
> Sent: Thursday, May 02, 2019 10:01 AM
> To: NFB in Computer Science Mailing List
> Cc: Jack Heim
> Subject: [nfbcs] How not to do tech support
>
> I just had the worst tech support experience in my entire life.  My bill
> identifier gadget from the Bureau of Engraving and Printing stopped
> working. First, the guy at the Bureau of Engraving and Printing tech
> support kept telling me we had to follow a protocol. He spent way more
> time reminding me that there was a protocol than asking me tech support
> questions. I didn't actually say anything but I wanted to shout, "Would
> you please stop telling me there is a protocol and just follow the dam
> protocol!"
>
> But as we talked, it became ever more apparent that there is no
> protocol. If the guy was following a protocol, it is the most bizarre,
> random protocol ever. He must have asked me 5 times if I dropped the
> thing. Clearly, he was making it up as he went.
>
> And then, to top it all off, he tried to convince me that the reason the
> gadget was not working was that I put the wrong brand of batteries in
> it. I went to the store, bought some random brand of batteries. They
> turned out being Ray-O-Vac alkaline. Not good enough, apparently. They
> have to be Duracell or Eveready. When I called back after getting
> sighted assistance to find out the brand of batteries, the guy is like,
> "So you didn't read the instructions."
>
>   I am not about to argue with this bozo but
> I would have loved to say, "Are you telling me that  when a court
> ordered the Bureau of Engraving and Printing to give blind people a way
> to tell bills apart, you gave them a device that does not work with
> Ray-O-Vac batteries? Nobody said, "You know, we might have a problem
> because blind people are probably going to put Ray-O-Vac batteries in
> this thing."  That did not occur to anybody at the Bureau of Engraving
> and Printing?
>
> Of course, the whole thing is BS. It's not the battery. The device is
> defective. It needs to be replaced.  Well, the guy eventually did get
> there. They are sending me a new one.
>
> PS: Yes, I know I am insane for insisting on using this gadget. I know
> there are smart phone apps. Please do not respond by telling me these
> things.
>
>
>
>
>
>
>
>
>
>
> --
> Jack Heim, john at johnheim.com
>
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