I cringe when ever I hear those words!
I think it was from all those times calling HP and all those companies supplying support to the PC platform. Unfortunalely, I never could understand what they were saying. It wasn’t THEIR fault, but it was hard and very difficult to deal with. The calls were frustrating to me: I had to keep asking them to repeat. I am sure it was frustrating for them…also. When I heard a few years that Apple Computer had a total US call center, I went with Apple…and I haven’t looked back.
There is one PC program I still use: Quicken. I even recently bought a new PC just to run that! I have been using Quicken for years (since 1989), but never had a problem. That changed last year.
I used to be able to figure things out. With the stroke, that changed completely. Luckily for me, I still try to figure problems out. But when I get stuck, I call the help line. So far, I placed 3 calls over the past year. The first 2 were easy solutions that my wife could answer..I just didn’t ask her.
The call today was different
I won’t bother you with the details, but I spoke to a girl from Guatemala…and I could only detect a very slight accent. I asked her how long she worked there…she told me only a few months.
When the first thing didn’t work, she told me she can fix it, but it will take awhile. She could tell I was super happy, because I gladly said YES. She had me looking for things (she didn’t tell me why each thing was important) and told me exactly where to look. When I didn’t understand (a normal occurrence for me) she didn’t get mad…she just said it in a different way. Isn’t this the kind of call you always wanted?
When she was done (in 45 minutes) she asked me if there is anything else she can do. I wanted to think of something just to see how she handled it…but I told here she did a great job.
Quicken is a fabulous company and they truly care about their customers. Here is what they sent to me after the call:
Quicken offered excellent help and I will tell anyone who will listen. HP and all those other companies can learn something from this!!!!