Is it Monday already? By the time this posts, it will probably be Tuesday, so Happy New Year! I warn you, this posting is all about the woes of big business and, really, about America in its society of micro management, which I’m finding out the hard way, does not work for the general population.
Have you ever spent an entire day on the phone? No, I don’t mean most of the day. I mean the entire day!? That was me last Thursday. It started out innocent enough. Al took Eden to daycare, since it had been closed on Monday and I had ‘a quick’ phone call to make to Sears. Our washing machine is on the fritz (again).
Here’s a sliver of the conversation, which was recorded for quality assurance.
“Well, Mrs. Strawn, we can have a technician out there a week from tomorrow.” “Um, WHAT?! I have an infant & a toddler and our entire household has been sick for the better part of two weeks. Mom doesn’t DO laundry when she’s out with a cold. I don’t think you understand what’s at stake here! This is the 3rd time my washer has had to be fixed this year, and the warranty runs out on the 1st, which is Tuesday”
“Yes ma’am, I understand. Let me put you on hold.” (Insert crying baby here)
“Ma’am? Yes, the earliest anybody can come out will be a week from tomorrow. Will you be home?”
“Does this affect my warranty?”
“Let me put you on hold”
“Ma’am? Yes, if you would like to guarantee service after the first of the year, then you’ll be required to purchase our additional master protection agreement for the low cost of $154.00... blah blah blah blah blah”
“I get it. This is your company’s way of making money when your product hasn’t worked since I bought it a year ago! I want a new machine.”
“Let me put you on hold”
“Ma’am? In order for your machine to be replaced, it has to have the same part fixed on it three times in one year. Since the technician can’t get out there until after the 1st of the year, this will void that agreement.”
“You’re kidding me, right? It’s not my fault that the tech can’t get here until after my original warranty expires. I want to talk to your supervisor.”
“Let me put you on hold”
“Ma’am? Yes, well, we don’t have a supervisor available. We don’t actually have supervisors here at all. We’re a call center. We answer the phone.”
“So, if I buy this new warranty *she interrupts to tell me "it’s not a warranty, but a master protection agreement"* then I will get my machine replaced, since it will have been fixed 3 times in a year, right?”
“Let me put you on hold while I ask my supervisor”(this is the supervisor that 3 seconds ago she didn’t have) “Ma’am? No, unfortunately for you, the three times rule starts over. So, it’ll have to be fixed three more times to get it replaced. This does not apply to natural disasters, misuse or abuse.” “So, what you’re telling me is if I beat the crap out of it, you’re not going to replace it? Ok, got it, thanks.”
Now jump ahead six hours. I’ve called 6 different numbers, talked to 10 different people from many countries, been on hold for, get this; over 2 hours total, and still have no resolution. The right hand doesn’t seem to know what the left hand is doing. And that’s saying it with nice words. Both my cordless phones are dead, so I am now attached to the kitchen wall with a pen and paper. My nerves are shot by this time. I have already screamed and it got me nowhere. Now everybody is closed for the day and I’ll have to begin again tomorrow. Yippee.
Friday arrives and we have to go to Scottsbluff for Eden’s second flu shot. In the car, it occurs to me that I haven’t received the promised mailing explaining qualified health care purchases and the debit card associated with our new health insurance, beginning on Jan 1st. I whip out my cell phone and dial St. Louis, ten minutes before they close. Another debacle ensues and I’m told that my paperwork is in, but never made it to where it was supposed to go. I’m to call on Monday to get it straightened out.
Now, it’s Monday. I spent the first hour of my day getting that taken care of. All is not well, but after a quick download and faxing more paperwork, I’m assured that it will be all set in case I have a heart attack or stroke out by tomorrow. That’s comforting, let me tell you.
I then had the grim task of taking on Sears. In the end, they won and I bought the extra extended agreement, after they told me that the parts that have been replaced in my washer are $400 a pop. One way or another, my washer will be fixed this week and by this time next week, we’ll all be in clean underwear!
Tuesday morning is now upon us. Our New Year’s Eve was a lot of fun, even with four children and a dog running around. We went to a friend’s house and, in 10 degree weather, sent the guys out to make Ice Cream. A small blizzard ensued, creating another inch of snow, and the ice cream tasted wonderful! Being in Mountain Time, I wasn’t sure when the ball would drop, but I was very excited to find out. In Central time, it drops at 11p, and I can usually stay up that late. Well, we were live in New York at 9p, so I was sure we’d see the end and everybody could go home and be in bed by 10:30. Not so. One minute before the ball drop, they show the credits and it goes to commercial. A minute later, it goes back and shows the party continuing. THEY SKIP THE BALL DROP AND REPLAY IT AT 11! I was so mad. We went home. Eden went right to bed and Lars stayed up. At 7 minutes to midnight, Al & I fell asleep on the couch and didn’t wake up until 0230. I was very bummed, but well rested.
This morning, Lars and I are manning the quiet house until the rest of the gang emerges from their warm slumber. Someday, I will get to do that again too.
Happy New Year to all!~
Will update the page more completely on Monday.
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