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Mrs. Murfreesboro: Difference in technical service response defies explanation



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By: JEANNE BRAGG, Post Columnist
Posted: Sunday, June 7, 2009 7:41 am
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I had an issue with my Apple computer yesterday.

Something I clicked kept all photos and graphic images from being seen on my Internet connection, and it was frustrating.

It was especially frustrating because daughter Anne had sent movies of our new grandbaby Jeanne on her blog page and I couldn’t get them.

I went to the Apple Web site and found a link for support. I typed in my telephone number and a brief comment about my issue. They said they would contact me within 10 minutes.

I did not know that my husband was on a (prolonged) conference call on that phone line at the time. But today when I checked my Internet “In” box, there were e-mails saying the Apple Support Team had tried to call at that time, but my line was busy.

In fact, within minutes after Tommy completed his call, a REAL LIVE person (calling from the Philippines) reached me and spent the next 20 minutes guiding me through the steps of how to restore the images on my computer. And we fixed it.

Now, that’s SERVICE.

I hate to contrast it with my woes from a local cable provider, but both happened on the same day, making the differences seem even more apparent.

Before we left town to welcome our new grandbaby into the world, our oversized HD television bit the dust. The whole time we were gone, we knew we would have to shop for a new one upon our return.

No one will even talk to you about repairing a television anymore. In fact, they almost guffaw out loud when you ask if there’s anyone who will fix one.

I don’t know if it’s because technology is advancing so quickly or because almost everything is disposable these days, but if your television breaks, good luck in ever using it again.

If you think your television is it on its last leg, be prepared to spend a lot of time figuring out what you want, need, and can afford (I like to “shop” on Amazon.com to read reviews before I buy). And be prepared to spend lots of bucks. And especially be prepared to be patient and jump through hoops to get the new one set up to your satisfaction.

When I saw those recent ads on television stating that you could not receive television signals through an antenna any more, I didn’t realize it meant you had to have cable service (duh). So I guess service providers have so many problems to deal with that they struggle to pay attention to anybody’s personal issues anymore.

Our new television was installed on May 12. June 1, we finally had service as we have come to know it restored in our household. And I’m married to the Mayor!

I’ll spare you the details, but not one of them was fun or amusing.

It took a trip to the local cable provider and at least six phone calls. The resolution apparently happened magically over transmission lines because the minute the service technician rolled into the driveway everything started to work. Tommy thinks he had a smart technician on the telephone on Saturday who identified the problem.

Whatever. Defies explanation.

As Tommy and I discussed the disparity in the services, he reminded me that our choices are limited when it comes to service providers, and they have so many roles to fill that we’re lucky we ever get anything right.

Sounds good AFTER the fact.

I just know that DURING the fact things weren’t very much fun around here.

‘Til next week.
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Tags: Jeanne Bragg, Mrs. Murfreesboro
Member Opinions:
By: ryanglenn on 6/7/09
"When I saw those recent ads on television stating that you could not receive television signals through an antenna any more, I didn’t realize it meant you had to have cable service (duh)."


That isn't true at all. All you need is a converter box. Each household is allowed to request two $40 coupons to be used on these converters, which generally cost around $40-50.

By: Spit0414 on 6/8/09
There are choices out there as well. We dumped that "local cable service provider" as soon as possible when the "local telephone company" began offering their TV service. Cheaper, excellent customer service, better quality picture on on HD TV, better channel selection...

maybe that is the benefit of living in the County.


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