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

[Peter Donahue]

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

_______________________________________________
nfbcs mailing list
nfbcs at nfbnet.org
http://nfbnet.org/mailman/listinfo/nfbcs_nfbnet.org
To unsubscribe, change your list options or get your account info for nfbcs:
http://nfbnet.org/mailman/options/nfbcs_nfbnet.org/pdonahue2%40satx.rr.com