Back From Purgatory

I must have been a bad girl because it indeed felt like punishment to be without my computer for three weeks while... (hmmm, should I give up the name of the esteemed personal computer megacorp as I tell my tale? No, better not. For ease of reading, however, let's say it rhymes with Hell) I waited for technical service and support to ship and install a new power supply.

Yes, the rare and elusive power supply that few IT people are ever able to get their hands on. Wouldn't you know that this was the very part that went bad on my machine while under warranty? Dang it! It stands to reason there would be a delay, since these crucial components are spun from the distilled condensation of the exhaled breath of the endangered Mauritius Kestral, then shipped to Bequia in the Grenadines for assembly by Rumpelstiltskin, who is the only individual capable of fitting the delicate parts together. Well, it takes a village, after all. So I waited patiently.

In all seriousness, the chap from service visited me twice after my initial call to Hell on 7/1 when my computer would not boot up at all. He came and identified the problem as the power supply, not the motherboard, as the chap on the phone in New Delhi diagnosed. In all fairness, the local service person said that it is typically one or the other, motherboard or power supply, and in his experience they always ship both, so there would be no delays, but wouldn't you know it - this is the one time they did not. "Oh well, they'll overnight it and I'll give you a call tomorrow to set up my return to get this all taken care of."

Ok, my business is almost impossible to run without my data (my careful backups I've been performing for years on an external hard drive are not recognized when I install the HD on my spare computer - that is an entirely different story!), but I'm remaining patient, cobbling together what I can from emails and my vendors to try to function with a fraction of my usual resources, slowing me down to a snail's pace but not letting my customers know there is anything amiss.

A few days later he returns with the box under his arm, and opens it to find, *gasp!*, no power supply. What the....??? He's just baffled. They sent another motherboard. He showed me his order form that clearly requested a power supply, but at this point I can't even deal with this fellow. I have no clue what the problem is but I need to complain about this. He said he'd place another order and apologized profusely. I'm frustrated and hobbled by an inferior spare computer (thank goodness I have one of those, I must say....) and I'm tired of this.

I call New Delhi once again and am told so many, many nice things. There is a script for the apologies, and also a script that goes something like this: "Let me give you my personal email, and you must use this from now on - do not call the number and get in the phone queue - I am taking personal responsibility for this case and I will see this through to resolution. My manager is also putting this as a top priority and in a moment I will put the call through to him so he can reassure you that he has taken personal responsibility to see that you are satisfied." I was told I'd be getting a call from him in the next few days to be sure my machine had been fixed. What can I say? I talked to his manager and asked to speak to HIS manager, and someone else got on the phone, etc., but they really can't say a whole lot to me except to express empathy for my situation and promise to rectify things.

Another week goes by, and I call again. They thought my problem was long since resolved! They thought I had another issue. Oh no, no resolution, no phone calls, no nothing. We go through the thing again, and I again get the same scripted "taking personal responsibility" thing, and I'm not having it. I explained that someone needed to get over here and put a new power supply in my machine so I can get on with my life. Their customer service had failed and I was not going to be quiet about it. Enough with New Delhi.

I went to the Hell website and began to search for someone who handles complaints. There are no individuals who do that - you can post feedback, which I did - but if you can't get any satisfaction there are simply no people who take responsibility for customer service, at least not that I could find on the website. I took myself over to the public forum, where you discuss with other Hell owners various computer problems and fixes for this and that. I ranted, and got some responses that essentially said I ought to have just fixed it myself and went on with my business, because this is nothing new. I suppose it is the principle of the thing now.

I got a call a few days later from New Delhi informing me that the power supply was on back order. That's right, back order. That's like going to Goodyear and being told they don't have tires because they're all on back order. Or Dunkin donuts has empty shelves because the flour is on back order. My &*%$ the power supply is on back order! They have power supplies stacked 25 deep, I promise. Contrary to my very immature opening of this post, power supplies are not fancy, not unusual, not an elite component whatsoever, and are as basic to a PC as a keyboard.

My feedback on the Hell website, which was comprehensive, sarcastic (you're kidding!) and lengthy, got someone's attention, but it was a very generic email asking me to provide contact info so they could call and get to the bottom of this issue. Hah.

Well, yet another week goes by and this morning my good buddy showed up again with yet another box under his arm, which did, in fact, contain a power supply and a motherboard, both of which he installed in just a few minutes. My computer is up and running, and I am giddy with excitement to be back up to speed. I have to update with all that went on while it was down, but that's no biggie. I'm an expert at this now. And all this only took 25 days! Amazing.

The best part? My monitor now works only at half brightness, so you can barely see what's on the screen. Perfect. Oh, wait, it was purchased at the time of my computer and is still under warranty! Thank goodness. Let me find that 800 number.....