I can almost pinpoint the moment I lost it, when my last nerve snapped and expletives started to rise toward the surface of my telephone conversation.
"What do want me to do after that?" I asked the man on the other end of the line. "If I unplug the phone, the conversation will end and I'm going to need to know what to do next."
"The conversation won't end," he promised and repeated the instructions: I needed to unplug the line from both modem and wall, unplug the phone and plug the modem directly into the wall.
"What do want me to do after that?" I repeated. "If I unplug the phone, the conversation will end and I'm going to need to know what to do next."
"The conversation won't end," he promised and I unplugged the phone.
The conversation ended.
"Hey, hi. Hello?" I said into the dead phone. "What? You're not there? Because the phone's not plugged into the wall? Who would have guessed?"
I switched the lines, turned the modem back on, and walked over to my computer to reboot it.
"Kristin's getting angry."
For the better part of three hours, I had been trying to access one email account or another. It didn't work. Some sites pulled up just fine (if fine meant with some trepidation and oodles of waiting), while others failed to pull up at all. Like my email accounts. The problem had started most of a week earlier, resolved itself and returned just when I needed the internet most, i.e. when I was awaiting a package and working at home.
Prior to the disconnect, I had spent a half hour or so with Verizon customer support, trying to identify the root of the issue and answering questions about whether or not the router was turned on or plugged into the wall.
It was.
I answered questions about hardware and software and whether or not anything magnetic had been placed next to the router. I answered each of the questions many, many, many times as the man on the other end tried to test the line. Twice. Which brought us to the line-switching conversation.
"Can I call you back?" he asked.
"Sure, you can call me back," I replied. "But if the phone's unplugged, it's not going to work."
"Can I call your cell phone?"
As I'd already explained five or six times, I did not have cell phone reception in my apartment, nor did I have another jack for a phone. My temper started to boil as my patience dwindled.
"I don't have reception in here."
I tried asking what to do next, after the unplugging and switching, but he didn't or wouldn't or couldn't tell me what to do next, not the first time I asked. Not the fifth.
"The conversation won't end," he promised, and then the phone died.
After a while, I tried calling Verizon and discovered the sheer impossibility of navigating voice-automated customer service through gritted teeth.
"Isn't
swearing supposed to get you to customer service?" I wondered as I shouted "No!" into the phone when asked once again if I wanted to hear my current billing amount.
Eventually, the original customer service guy called me back.
"I apologize for the disconnection," he said. "Can you please turn on the router?"
"I did."
"Did you plug the phone back in?"
"The phone? The one that you called? The only one I have? Yes. It is plugged in."
"Please restart your computer… Would you mind running the line test from your computer?"
He gave me the web address, which I entered into Explorer, which worked just as well as Firefox (read: not at all). As it started to load, we sat in terse silence.
"It's still trying to load," I explained.
"What time on Friday works better for you? We have two times slots: eight to one or 12 to six."
"Honestly, neither one. I have to come into the office because I can't work from home because my internet's not working."
"Ma'am, I need to add a note to your file to say when you will be available for a technician on Friday," he said.
"I understand and appreciate that; however, I am leaving the country and do not have five hours to wait for a technician in one of four working days between now and then, not if my internet's not working."
"Ma'am, I need to add a note to your file to say when you will be available for a technician on Friday," he replied.
"I get that but I cannot tell you when I'll be available because I can't check my schedule," I said. "I can't get into the site."
"Ma'am, I need to add a note to your file to say when you will be available for a technician on Friday," he repeated.
"Fine. Friday morning. I'll be here Friday morning." That might or might not have been true.
"Ma'am, I need to add a note to your file to say when you will be available for a technician on Friday," he said again.
"I just... Friday morning. I'll be here Friday morning." That still might or might not have been true. "It's still loading."
"You can stop that," he said. "I ran a third line test on my side and it came back green. Your internet is fine."
"But it's still loading."
"You can stop that," he said. "Can you load Google?"
I could.
"Can you load Yahoo?"
I couldn't.
He annotated my file as I explained that I used my computer on a LAN most days at work. I ran my system on WiFi in another office. Neither environment experienced the delays I found at home.
"Do you use this computer in other environments?" he asked.
"I just... Yes. And it's fine."
"Is it a laptop?"
I felt as if I were juggling with one hand tied behind my back.
"Yahoo is still loading," I said after five minutes. Maybe six. Seven.
"You can stop that," he said. "I have noted that you will be available from eight until one on Friday."
That still might or might not have been true. I did not have five to 10 hours to waste, without internet, in my last days of work. I would have to make up hours of lost productivity and I didn't have hours to spare. I already *had* made up hours of lost productivity, working until 10:30 or 11 during the on side of the on-again, off-again cycle of my WiFi signal.
"Thank you, ma'am. Have a nice day."
"Yeah. You, too."
Tag:
Customer Service Technical Service Frustration