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Why I haven’t been blogging much lately.
Two months ago (months!), I called our utility company in Glasgow and arranged for our gas and electric accounts to move to the new house. It is, of course, still not done. For those who don’t know about getting utilities connected in Scotland, let me just tell you that there may, possibly, be an industry somewhere that’s less well-run, but I doubt it. They can’t connect your power, disconnect your power, bill you for your power, figure out where your power comes from, or (probably) spell the word POWER. I have no idea how they manage to dress themselves on a daily basis.
Since then, I’ve logged so many on-hold hours just trying to get gas and electricity to the new house, I’d qualify for overtime if this was my actual job.*
*[Or you know, if I had an actual job other than writer, which my friends think means “Sits around drinking coffee and complaining about stuff she doesn’t like.” This is completely false. Sometimes I drink white wine while complaining about stuff I don’t like.]
But instead of writing the next epic bestseller, for the past two months I’ve lived with my phone clipped to my jeans, listening to earnest (recorded) assurances:
- They’ll be with me soon!
- Okay, they’ll be with me eventually!
- They really are quite, quite, very busy helping other customers and my suspicions that there’s a call-center staffed by one person who is working his way through the entire Fifty Shades series, stopping every couple of chapters to answer a phone call is really QUITE inaccurate. (He’s actually watching old Walking Dead boxsets.)
- But meanwhile they suggest I get any answers I need from their epically unhelpful website.
- No? Well, perhaps I’d like to just hang up and someone would absolutely, cross-their-heart-fer-positively call me back. Eventually. Probably…
- No? Not going to fall for that one again?
- Then no more Mr. Nicephone!
- Cut to THE WORST SONGS ever recorded for on-hold torture. (James Blunt’s “You’re Beautiful” makes me want to drive heated knitting needles through my eardrums…)
Then disaster struck. My router broke and I couldn’t get wifi, so I couldn’t call them because I haven’t had a landline phone since the early 2000s. They referred me to the website, the one I couldn’t access because of the wifi-less condition I was calling to report. I explained further that due to the equally cell-tower-less condition of our little island, I was in fact conducting this call on my iPhone, which only achieved its single connection dot when I held it out the window of the upstairs loo. (This was not particularly sustainable, as it was below freezing and the sleet was piling up on my phone.)
“Ah,” said the broadband’s customer service guy. “Could you just hold on while I check with…er…” he trailed off. [cue James Blunt. “You’re beautiful, You’re beautiful, You’re beautiful, it’s true…”] I found myself singing along. It was a personal low point.
Eventually, Tech Guy (who actually sounded suspiciously like Customer Service Guy) came back and ran me through a bunch of tests I’d already done myself. I assured him I was of course turning on and off my router at his behest, and instead made up my grocery list.
After several more tests, an ever-growing grocery list, and much James Blunt torture, Tech Guy pronounced my router dead. Which was good, because a friend had left her foodie magazine in my bathroom, and now my grocery list was several pages long. I was just debating whether to add Himalayan Pink Salt or Black Lava Charcoal salt to the Fleur de Sel de Guérande on my grocery list, when Tech Guy proudly informed me they would be sending out a new router.
I explained about lack of phone and internet, and how I really needed both immediately for my work. How else was I going to fund my newly-discovered exotic salt addiction? Tech Guy was confused but sympathetic, and agreed that just this once, because it was clearly an emergency, they would ship out my new router overnight.
I was overjoyed. In just one more day I would be connected to the real world again. I could go back to being on-hold with the utility companies and sticking pins into James Blunt dolls.
A day went by without a router. No problem, I assured myself. Tech Guy probably wasn’t allowing for the router needing to go by ferry.
Another router-less day went by. And another. I tried calling, but the sound of James Blunt’s voice broke me. Instead, I went to Glasgow, where our new house lacks furniture and floors, and still didn’t have working gas and electric accounts, but DID have wifi.
Finally, I went back to the island, sure the router would have arrived by now. I looked in all the usual places`—the porch, the garage, backseat of the spare car we never use. No router. So I poured a big glass of wine and headed for the upstairs loo window. After much James Blunt, more wine, and not a little bit of therapeutic cursage, I spoke to Tech Guy again. He professed astonishment at my routerless state, and vowed to investigate. James Blunt assured me I was beautiful, I was beautiful, I was beautiful, it’s true until Tech Guy’s return. After much throat clearing, he admitted the router was still awaiting shipment because they —and I’m not making this up—WERE WAITING FOR THE TECH DEPARTMENT’S PERMISSION TO OVERNIGHT SHIP. For a week. For real.
I pointed out that he could have hand-carried it to me at an easy walk in that time. (A lie, unless he was a good swimmer and the router packaging was well-waterproofed.) He asked if I could hold while he checked on sending it.
“NO! PLEASE DON’T PUT ME ON…”
“You’re beautiful, You’re beautiful, You’re beautiful, it’s true…”
(Admit it: you always did secretly think this was happening, right?)
Carol said:
Ahhh yes, calling tech support, one of the larger tests in life.
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barbtaub said:
I’ve been spoiled by Tech Support at the Apple Stores. Let’s just say that TechGuy wasn’t a candidate for the genius bar.
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Carol said:
I haven’t had a reason to deal with Apple tech support but I suspect they have a better training system than the people that work at call centers.
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Andrew Joyce said:
What is wrong with this statement? “I’ve been spoiled by Tech Support at the Apple Stores.”
Give up?
Okay, I’ll tell ya. (Warning: This is a pet peeve of mine.)
Why … why I ask you … if one pays $600.00 (or more) for a phone would one ever have to call tech support? I believe the iPhone is the new, Emperor’s New Clothes.
Ten years ago, I bought an Android for $24.95. I’ve never had one problem with it. Dropped it multiple times with no damage to the screen. But here’s the kicker: On a daily basis, I find myself with people who own an iPhone and guess who gets perfect service and who doesn’t? I’m saying that we all have the same provider. I’m standing right next to them and my phone works and theirs doesn’t!
My phone does everything an iPhone does except have me call tech support.
I could go on for another eight paragraphs, but I think you get what I’m trying to say here.
You have no idea how hard it was to keep this reply family friendly. You’re welcome.
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tidalscribe said:
I share your pain – especially with James Blunt You’re Beautiful -…
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barbtaub said:
Did somebody actually plan this? “I know! Customers will love this SO much they’ll look forward to being on hold…”
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insearchofitall said:
I just read a novel set in Edinburgh where the American had a rental she had to put coins into a box to get electric. I thought it was a joke but may be more true than I thought. I would probably drive to the headquarters an hold someone hostage till I got my utilities moved. We take way too much for granted here in the states. I’m sure you’ve lost most of your mind by now. Make them bring it back to you. I’ll cross all my fingers for you. My son fights with his internet provider over the bad service all the time and the company is literally in his backyard. It doesn’t help to go there either.
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tidalscribe said:
When we got married in 1977 we had a flat with coin boxes for gas and electricity, never had to worry about bills!
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insearchofitall said:
Was that here in the states? I’ve never heard of them before. How fascinating. Thanks for the info.
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tidalscribe said:
No, it was in London. When my husband was young in Scotland his family had a television with a coin slot box on top!
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barbtaub said:
My father was one of ten kids. He says when he was growing up, his father put a pay phone in their front hall. (It would have worked better if my grandmother hadn’t figured out how to fool it with some metal slugs she had made up.)
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insearchofitall said:
I’d vote for a television with a coin box. I’d probably never turn it on then. 😉
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barbtaub said:
I would LOVE to be able to run my heat by putting in coins. (These days it would probably take my debit card.)
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srbottch said:
Well, I guess I’m not moving to Scotland now. Or, is it typical of utilities world wide? Our gas/elec company in my part of US, which used to be headquartered locally, is now headquartered in Spain after the local guys sold the company.
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barbtaub said:
Scotland is a gorgeous country full of wonderful people and utter crap utilities. Guess you can’t have everything!
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srbottch said:
But we can hope to….😉
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Pamela Read said:
Ummm. At least you life in a beautiful country!?
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barbtaub said:
That I do!
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ravenhawks magazine said:
I thought to live in the wild here in Michigan was a test of my survival skills but your situation makes mine fade in comparison. Hope you have Wi-fi and utilities soon. Loved the Delta video.
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barbtaub said:
Thanks! er…You live in the wilds of Michigan? Sounds cold!
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Lynette d'Arty-Cross said:
Yikes!
I work in the north (62° N latitude). It is sparsely populated and cold (today it’s – 33C). But the utilities work fine.and there are never any delays.The internet can be affected a little, but for the most part, it also works fine. If they work well here, there’s no excuse for them not working well there …
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barbtaub said:
It’s a mystery, especially when so much else is wonderful here.
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Rosie Amber said:
You deserve a holiday Barb, is it soon time for a trip to India?
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barbtaub said:
Why yes, as a matter of fact! We’re going a bit later this year, but I just got my visa and will soon be heading out to a place with even more dodgy utilities and wifi than here. Thanks for the reminder: it’s all relative.
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Cathy said:
Words fail me…
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barbtaub said:
At least the words aren’t “You’re beautiful, You’re beautiful, You’re beautiful, it’s true…”
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Terry Tyler said:
James Blunt ought to have been silenced at birth, I agree.
How sad it is that, only a few steps south of the border, everything works smoothly. Mind you, that is because we tell them we know where they live, and that we have a psycho biker brother (think Wedge), who has lots of mates.
We know how to sort people oot, in Geordieland.
You could always try that 🙂
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barbtaub said:
That’s it! I need to get you to call my utility company and give them your best Geordie.
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Mick Canning said:
If you can just achieve a tangible result with the pins and the James Blunt doll, I’ll bring you a router myself!
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barbtaub said:
Opportunity beckons!
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Judith Barrow said:
Tech support,- should be up there on the stress level table – just before divorce. At least with divorce you don’t have to wait that long these days. Just sayin’.
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barbtaub said:
Divorce or listening to James Blunt? Tough call…
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jenanita01 said:
Reblogged this on anita dawes and jaye marie.
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barbtaub said:
I really appreciate the reblog. Thanks bunches!
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jenanita01 said:
Least I could do for cheering me up yesterday!
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jenanita01 said:
I thought progress meant a steady advancement into mutual efficiency?
All too often it means the opposite and we find ourselves drowning in stupidity!
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barbtaub said:
Everyone has their own definition of progress!
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jenanita01 said:
Quite!
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Lucinda E Clarke said:
After assurances from our bank they were dealing with customers from the UK I caught one out a month later when I asked him what the weather was like in Delhi. ‘Oh, I’m not in Delhi’ he replied ‘I’m in Calcutta’. Bingo! Another corporate lie. I’m so lucky living abroad, I didn’t get to hear about James Blunt for years!
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barbtaub said:
A narrow James Blunt escape! You’re so lucky…
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cj said:
I love the UK so much but I have encountered this kind of “customer service” countless times since moving here – always very polite on the phone, but actually nothing ever gets done! XD (and I am south of the border!!)
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barbtaub said:
For the most part, I like the way things are done here, especially when I see them in the context of history. But Scottish utilities are definitely a head-scratcher.
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Mary Smith said:
I can’t complain about my tech support guy – I’m married to him. As for the utlility companies – been there, got the teeshirt!
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barbtaub said:
What was I thinking? Marrying someone with a PhD instead of useful life skills like Tech Support or brain surgeon?
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John F said:
Barb, this genuinely made me laugh out loud. Now I feel bad because of the torture you’ve had to endure in order for the article to be possible : (
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barbtaub said:
The Hub wants to know why I take 900+ words when everyone else only needs eight— “I was stuck on hold with Tech Support.”
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Darlene said:
And here I thought this only happened in Spain!!
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barbtaub said:
At least you don’t have to listen to James Blunt when you’re on hold in Spain.
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JT Twissel said:
My sympathies! I absolutely hate it when they say you can find an answer to your problem on their website when you have no internet connection. (which has happened to me.) Good luck!
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barbtaub said:
OR… when your new router finally arrives and there’s a little sticker in with it informing you that setup directions are ONLINE. (This just happened. Really.)
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shelleywilson72 said:
Oh no! Not James Blunt!! What’s wrong with good old fashioned Greensleeves? I think my kids would have moved in with grandma if our wif-fi went down! On the plus side, without gas, electric, and internet you’ll be able to give Terry a run for her money with a post-apocalyptic novel! 😉 Good luck and remember, you’re beautiful x
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barbtaub said:
We all know if there was a zombie apocalypse, my story would be short—
“Hey, look at thaaaaa…”
“BRAINSSSSS.”
The End.
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Teagan R. Geneviene said:
Groan….. I’m so sorry Barb! I hate being on terminal hold.
It could be worse– or that’s what well meaning friends just love to tell me before my head explodes from that king of encouragement. So I won’t say that. It’s mortally shirty.
“Curse words from ‘The Good Life.’ https://youtu.be/Tj_0zcOlb4M?t=2
Hugs!
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priscillaking said:
I usually ameliorate the pain by borrowing a phone from someone with one of those unlimited minutes plans, but last fall when Paypal started messing up, between the hold time and the idiotically unhelpful talk time, the phone battery gave out!
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barbtaub said:
We ALL feel your pain**.
**(Said pain is, of course, somewhat ameliorated by the joy of knowing someone who casually drops “ameliorate” into their comments.)
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The Lockwood Echo said:
I relate to this very hard indeed. It amazes me that a company, and I’m looking at you BT, exists for the sole purpose of facilitating communication, yet could not hinder, confuse or obstruct that objective more. It does make you want to rip someone’s head off!
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noelleg44 said:
Once held on for three hours for Icelandic Air – while doing other things, of course. Call me persistent, stubborn, and determined. They hung up on me when I got connected. Oh, yeah, my call is VERY important to them.
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