[nfbcs] How not to do tech support

[Kevin]

Yes you will get that sort of rif raf.  I don't do that.  When someone 
comes to me with a problem I work towards a goal.  Maybe this guy got 
paid to keep you on the phone.  Maybe he just didn't want to work.  
Welcome to the real world my friend.  It's horrible isn't it?


On 5/2/2019 11:01 AM, Jack Heim via nfbcs wrote:
> 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.
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