Am I winning or losing at customer support right now?
I just got moved up to the next level of customer support right now so my heart is telling me I am winning. Then again, I’ve been on the phone with customer service for over an hour and they have yet to solve my problem (the phone is literally still wedged between my shoulder and my ear).
My scanner at work will only scan once. Then it freezes up and I have to restart my computer before it will start again.
As soon as it started acting up, I was on the support site looking up articles and fixes. I tried every thing from uninstalling/reinstalling to upgrading the software.
I got some false hope. Once or twice it scanned a couple of times before it throwing temper tantrums again.
I finally gave in and called the support center. I had to try again all the things that I tried on my own. I think they were under the impression that I was incompetent with computers.
Turns out, I wasn’t lying when I told them all of those fixes didn’t fix. Obviously though, it takes an hour for them to realize this each time because – even though I have a reference number and proof these have been fixed – we have to try the same things every time I call.
I am getting slight satisfaction every time they realize that I am right and that I’m not crazy.
And yes, I am also getting some slight satisfaction when they get my computer to scan using a different program or changing something and I can use my stern voice and tell them “That’s not what I want. That’s not what was broken.”
But I think I’ve come to the conclusion that – overall – I am losing. I have this huge pile of scanning that needs to be finished by Friday and I’ve done nothing but talk to brother support on the phone for the past three days.
Also, it’s way past lunchtime and I am still on the phone. I’m definitely losing.
UPDATE: I may have actually won. The “next level” IT guy admitted defeat and literally said the words “I don’t know what’s wrong or how to fix it.” Win?