Who Told You That?

Think about it. You call up tech support or an on-line major retail store. The person on the other end of the phone line is quick. They almost solve your problem before you describe it. They give you a meticulous to do list that supposedly will make all your problems go away. You thank the nice person, hang up the phone and take care of another one of your many duties. You are not worried because you wrote down all their instructions. Often asking them to repeat a step to ensure you have correctly interpreted their instructions.

Now it’s late in the evening or early in the morning hours. You have time to correct the error in which you received the instructions. You get past step one but cannot get past step two. You read the instructions again, in fact, several times to ensure you have it right and still no progress. Sadly you realize the nice person did not know what they were talking about and wasted your time. Now you have to call the company back but can’t do that until they are on duty. So you sat there exasperated over wasted time and effort.

How many times have you run into some situation that required correcting and found the person that provided the fix-it-all gave you the wrong information? You know how it goes, as you finally call the company back and get another customer rep. You repeat the instructions provided and the first thing they say is “Who told you that?” The one question you don’t want to hear in your lifetime.

This entire ordeal has put you into confusion mode. Its like the twilight zone of customer service. You begin to wonder if this new rep knows is familiar with the subject. Why didn’t the previous company representative just hang up when they realize they can’t help you with the problem? The solution was obviously not on their script to which the company directed them to use when helping a customer.  You have had that happen to you too. Sometimes they just don’t want to be bothered with you, so they hang up. Or, heaven forbid, you get a hater on the other end that recognizes you are not one of them and disconnect you.  That’s another scenario that gets on your nerve. You take those personally because there is something about their voice or attitude with you that lets you know it’s personal with them.

Or, please God, nooooooo! You never get to talk to the company rep as the website throws you onto a community page. It’s where the company figures if you read someone else problem it may be similar to yours.  Then hopefully you can solve the issue on your own. Each time you try and contact a live person, the website refers you back to the community forum. Is it just me, or is this the norm, especially for some software company’s these days?

I got so frustrated with one worldwide software company the other day; I just canceled the order.  Do you know it took that action actually to get a response from them? Not a voice mind you. They had the nerve to send me an email asking why I was dissatisfied with their product.

At one point last year, I thought customer service was on the rebound. I am no longer sure as small, especially software and portals located in Silicon Valley; companies cut ties with a large number of help-desk workers. Those individuals who would answer a phone and try to help you solve a problem have almost become extinct. For others, you are bound to run into the “Who told you that?” question.

Before I left the rat race and at a time when computers were being introduced to office workforce across this country. I remember one a lady calling me to her desk. She wanted help because she could not get her mouse to work. She was rubbing the mouse across her monitor screen expecting? It was all I could do to hold back the laughter at that time because she was a friend, smart and a very nice lady. She just had no clue about computers.

Then there is the old standard question of ‘My computer won’t work.’ The first troubleshooting answer is to make sure the unit is plugged up. Or ‘Where is my Internet?’ A question asked as they are trying to purchase an item on Amazon.com. They are always surprised when told they are on the internet. Normally their first response, “Is that it? I thought it would be larger. So that’s the World Wide Internet?”

We all have read the stories from “help desk workers” at software or hardware companies. People using the flopping disk drive tray as a coffee cup holder. Lately, they are fielding questions like, “How do I remove a sesame seed from my keyboard, Can I turn on the coffee pot with my computer, or one of my favorites, How do I pirate software?”

Through it all, I still think the worst is to hearing the question “Who told you that?”  Since we  probably didn’t write the persons name down, we can’t really answer the questions. In addition, most will not give you their complete name because of company policy. If you have a name, your answer may be something like Mary or Mike. You can almost hear the company rep laughing at your futility. Their response may be, “Well, I don’t know who that is but here is the right way to solve your issue.” As if you have a choice. You are now to believe they know what they are talking about…because?

Peace, make it a day in which Jesus Christ would be proud of you,

Codis Hampton II

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Copyright 2011 Codis Hampton II, all rights reserved. A bi-weekly blog for your enjoyment.

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Hamp II

This web site is a compilation of all my works, interest, and musical taste. Its intended to display all my talents, dreams, and aspirations. In short, join the ride or stay tuned. Because… I’d been chasing self-independence which led me to open a retail business. Success with no capital for expansion led to its closure. I wanted a career, not just a job. I needed to be in charge of my own destiny. In 1978, I left my beloved Milwaukee and moved to California where a civil service position awaited. It turned out to be one of the best decisions my wife, and I have ever made. A few years before retiring from the “rat race” in 1996, I discovered my true love, writing. I started by publishing an online newsletter with my own opinionated articles leading off each issue. I graduated by writing my first book, Unchon-ni (2010 publication), a semi-biography tale about my military tour in Korea in the early sixties. November of 2013 brought about the release of my second book, entitled Gracie Hall-Hampton, the Arkansas Years, 1917-1953. It’s a tribute to my grandmother’s life and times while living in the segregated south of the United States. After careful consideration, I began broadcasting Hamp’s Corner of America via Blog Talk Radio in June of 2014. I’ve found the show to be an ideal platform for presenting ideas and comments to a segment of our society that may not see or hear the stories that speak to their interest from other American news outlets. In the politically charged years since the election of Barack Obama in 2008, most people have become accustomed to instant critique and sound bites from various media. More so than Obama’s election, the truth is often bent; twisted, shredded, and repackaged to resemble something that your conscious tells you is a lie. Independent thinking is not a lost art. Just because people with those types of opinions seem to dominate the landscape, they are still a minority, no matter their color or creed. The truth must be treasured and not compromised. Those real experiences supply the foundation upon which we are built and thus enable us to do the right thing based upon facts. That is the creed upon which I’ve based my life in every circumstance. No matter what, somehow one should always do the right thing for all involved. It keeps one grounded. I’ve reached my senior years and have an enormous appetite to see our local communities grow and prosper at the hands of the people in that community. In other words, there is no help like self-help. As of this summer’s 2015 date, I have three books in my production hopper. One (about my father’s life) to be released this fall, a fictional story by the spring of 2016 and a political environment book, schedule for a fall release in 2016. It should be noted that all my books have been and will be independently published by my choice of publishers. I can say at this point in my life, I am at peace with my work, my God, and my existence.

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