Nearly 48 hours after the problem that I mentioned first cropped up I’m completely back in operation and I haven’t lost a byte. Six calls to technical support later, five actual hours spent on the phone with them, but I’m back in operation.
Knowing how to deal with technical support people helps. Since I’ve set up help desks for a half dozen different companies (including three Fortune 500 companies) over the years, I know the drill. They’re following a script. You must let them go through the script. Once you’ve gone through the script for the first-line support people, don’t let them off the hook if the problem hasn’t been resolved.
On the last call I finally got what I’d wanted from the first: to get to the next level of technical support. Ten minutes later the problem was completely resolved. I thanked him profusely:
Me: Thank you so much. This was exactly what I was hoping for. You did it.
2nd level technical support: We did it. I learned ways of dealing with this problem from you that I’d never even thought of.
Me: Nobody knows everything.
2nd level techical support: Or it doesn’t occur to them at the right time.
Me: You are very wise.
what a wonderful world where we can all come up together. aj