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When Technology Slows You Down
Today, we were all ready to leave by about noon, had our breakfast, were packed, and were getting ready to shower to leave for DC. At our computers, we heard the UPS made a short BEEP! and everything shut down. Today. Right now. Shut down. UUUUUGGGGH!!!! ARRRRRRRRGH!!
APC has good products, but after and hour with tech support, the front line and sr. tech support folks said, "Seems like a power surge in the building killed the battery." Um, the device is a battery back up with a SURGE PROTECTOR and voltage controller. So, the thing the equipment is protecting our systems from destruction is the thing that killed the battery??? WTF?!
We unplugged and plugged in the thing about 19 times for tech support. Pressed every button on the device about 41 times, took out the innards about 15 times and plugged/unplugged/plugged in all this stuff to the battery pack inside another 23 times (I think). Oh, and we talked to about 3 tech support folks, the last of whom had to transfer Matthew to another person for confirmation of sending us the replacement battery that goes inside, which will take 3-5 business days. WOW!
NOW, if we were fully running a business, how could we wait 3-5 business days for a replacement of a part in their device that was faulty? For something that their product was supposed to be able to handle? The service industry in the US are getting worse every day - and in such a bad economy, tech support, customer service, and training are typically the first folks to get whacked from a company. Strangely, tech support and customer service are also the face of the company for most consumers leading to fewer products leaving the factory if consumers can't talk to someone to get help; they'll look elsewhere for similar or worse products because the other company has better tech support or customer service. This means the company's revenue will go down, and they'll have to lay off more folks and kill good products. Sad.
Back story: When things like this happen, Matt cannot leave until something to fix these situations is underway. That's cool and I understand that completely. I'm on board with it and support it entirely.
BUT, we have places to go and people to see! We have to be in DC by 6:30 for Happy Hour! We have to make it to DC sooner than later. We were supposed to leave around 11:30, 1:30 at the latest, but won't be getting away now till about 3:30 now. UGH! So, we'll be late for Happy Hour. Sorry,![[livejournal.com profile]](https://www.dreamwidth.org/img/external/lj-userinfo.gif)
slothel!!! Hopefully, we'll make it to be happy within the right hour.
APC has good products, but after and hour with tech support, the front line and sr. tech support folks said, "Seems like a power surge in the building killed the battery." Um, the device is a battery back up with a SURGE PROTECTOR and voltage controller. So, the thing the equipment is protecting our systems from destruction is the thing that killed the battery??? WTF?!
We unplugged and plugged in the thing about 19 times for tech support. Pressed every button on the device about 41 times, took out the innards about 15 times and plugged/unplugged/plugged in all this stuff to the battery pack inside another 23 times (I think). Oh, and we talked to about 3 tech support folks, the last of whom had to transfer Matthew to another person for confirmation of sending us the replacement battery that goes inside, which will take 3-5 business days. WOW!
NOW, if we were fully running a business, how could we wait 3-5 business days for a replacement of a part in their device that was faulty? For something that their product was supposed to be able to handle? The service industry in the US are getting worse every day - and in such a bad economy, tech support, customer service, and training are typically the first folks to get whacked from a company. Strangely, tech support and customer service are also the face of the company for most consumers leading to fewer products leaving the factory if consumers can't talk to someone to get help; they'll look elsewhere for similar or worse products because the other company has better tech support or customer service. This means the company's revenue will go down, and they'll have to lay off more folks and kill good products. Sad.
Back story: When things like this happen, Matt cannot leave until something to fix these situations is underway. That's cool and I understand that completely. I'm on board with it and support it entirely.
BUT, we have places to go and people to see! We have to be in DC by 6:30 for Happy Hour! We have to make it to DC sooner than later. We were supposed to leave around 11:30, 1:30 at the latest, but won't be getting away now till about 3:30 now. UGH! So, we'll be late for Happy Hour. Sorry,
slothel!!! Hopefully, we'll make it to be happy within the right hour.