Having A Few Tech Errors

(I’m dropping off a tablet with charging problems at the technical support desk of a national retail chain where I purchased the warranty to go with it. We’re almost finished with the last of the paperwork when this happens.)

Me: “Oh, great! You put down that it’s intermittent so the techs will see it. Now I’m sure they’ll get it right.”

Tech: *who’s checking me out* “Yes, ma’am, I’m sorry this is so frustrating. I have to put the information in the notes or our techs won’t know about it.”

Me: *signing the form* “Yes… ah… I was just saying… I was glad that…”

Tech: *sounding defensive and upset* “I’m sorry, it can be confusing, but I HAVE to have this information in the notes. Again, I’m sorry, but this is the way it has to be done.”

Me: *in shock* “Ah… yes… that’s very good… Thank you.”

Tech: *backing away, waving his hands as if to calm me down* “Ma’am, please… There’s no need to get upset. Our techs are going to work on this as quickly as possible for you.”

Me: “Oh, yes, I know. Should be about two to three weeks? Maybe a little longer if it takes them some time to replicate the—”

Tech: *nearly diving away from the counter as if I’m going to physically attack him* “Two or three weeks is the minimum. It could take longer than that though if they have trouble. You’ll get email notifications… Now, please… We’ve done what you ask… There’s no reason to be angry. You’ll get an email when it’s ready.”

Me: *just standing at the counter and holding the paperwork, watching him literally run away from the counter* “Ah… thanks?”