A Tale of Two Support Calls…

Mitch Schneider
November 25, 2019

It’s hard not to think about relationships when you find yourself so enraged after a support call you don’t know what to do with yourself, especially just before Thanksgiving!

The problem is it isn’t all that hard to find yourself in a position like after finishing up a support call that went horribly wrong. The only thing that could possibly compound a situation like that is calling another support center and experiencing the polar opposite.

How do you reconcile the two? How do you quantify what it’s like to deal with hero and a zero? An incredibly pleasant, and polite zero, but a zero, nonetheless.

The first call was to my internet service — Or, lack of service provider — and the other was to Apple. One deserves public praise. The other… scorn and scrutiny.

I’m jaded. Spoiled. The City of Hope, Apple and Apple Care are among those few organizations that get it right just about every time. My internet service provider, the antithesis.

Powerless or Empowered

One call was helpful and pleasant, the other scripted and contrived. One support representative incredibly knowledgeable, the other clueless and mechanical. One dismissive. One inclusive.

One call leaves you feeling powerless. The other, empowered and anxious to continue what has become a mutually beneficial, decades-long relationship.

The call to my internet provider was precipitated by frustration, anger, and anxiety over impossibly slow internet service while the other was for information that would lead to the purchase of a new computer. But I’m not sure that would have made any difference. I’ve called Apple for support before when there was a problem and their service outstanding!

If you haven’t experienced this yet, you will. Just as I know I will experience it again. The question is what we do about it. By doing nothing we are complicit. Aren’t we?

I know what I’m going to do. I’m going to support one company with a purchase and move my business from the other.

They aren’t likely to notice. But at least I’ll know.

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