Posts Tagged 'customer support'

I Wanna Get IN!


One of my all-time favorite musicals is “Once Upon a Mattress“. Carol Burnett played Princess Winifred and her rendering of “Happily Ever After” was fantastic. I played that album over and over and over and over and learned every breath she took when she sang. Her plaintive cry of “And besides, I don’t wanna get out! I wanna get in!” spoke volumes to my soul. Here I am again, crying: I wanna get IN!!! Plurk has locked me out of my account, insisting that my password is incorrect. Plurk appears to have no rescue plan in place for people who have forgotten passwords (which I did NOT, by the way, as I had changed it and written it down recently). I have sent 3 emails and received no response. So big hiss and a boo to YOU, Plurk. That’s customer support?????

As I was trying in vain to get INto my Plurk account, I saw a twitter from one of my favorite celebrities – The Bronx Zoo’s Cobra. You may remember last year when the cobra decided that SHE wanted OUT. There was quite a stir until she was returned to her cage and renamed Mia. Mia has retained her wonderful sense of humor and is now writing for Paw Nation‘s animal site. Mia has a great article on the value of names. As I read that Twitter is (perhaps) purging RPer’s from its ranks, we may be in for another round of reminders about the beneficial aspects of pseudonyms.

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Ahuva’s “Pie”

I gave you my little “prayer” in my last post. It’s Epic Poem time. My apologies to Don McLean. I’ve gotten this far, I’m asking for help with verses! Sure, we can stretch it a bit – it doesn’t have to be limited to just MY heartbreak….

Ahuva’s “Pie”

A long, long time ago
I can still remember how
My laptop used to make me smile
And I knew if I had my way
I could be in SL and play
And maybe I’d be happy for awhile
But the Dell tech came to help me
No such luck, he came up empty
Smoke came from my laptop
Along with a loud Snap! Pop!
I know that I began to cry
When I realized my machine had fried
And that thing made me lose my mind
The day my laptop died….

So

[chorus]
Why, why did my laptop just die?
Called the help desk for a problem but support came up dry
Them good ole boys I guess they gave it a try
But the video card – it just fried
The video card, it just fried.

Did you play virtual games
Do you think all video’s the same
If the help desk tells you so?
Now do you believe in Alienware?
Game for hours without a care?
Can you teach me how to mouse like a pro?

Well, believe I’m lost without my ‘chine
I can’t rez prims or cam the scene
You all claim that you’re sad
But as for me, I’m getting mad
I was a happy rezzing avatar
Dancing away in my favorite bar
But I knew things had gone too far
The day my laptop died
I started singin’

[chorus]

Ahuva’s Prayer

With apologies to Janis Joplin, and many, many others, including Amanda, the sweet young thing who is now working feverishly to help get this resolved. Unfortunately, it’s 12 days since the tech put in new parts and my beloved red Alienware M17x died (it had a small intermittent problem which while annoying, still allowed the machine to operate). 12 days and my dead laptop is still at my house, and there is no good estimate WHEN it will go, be healed, and return. I’m paying a HUGE sum of money for SUPPORT, Dell. THAT is why I bought from YOU, not your competitors. I WANT my red Alienware.

Oh Dell, won’t you send me a working machine?
My friends are in SL, I’m missing the scene.
They’re all using Asus, I’m starting to turn green,
Oh Dell, won’t you send me a working machine?

Oh Dell, it was your tech who broke my laptop.
He put in the new card, it went snap crackle POP!
Support gave me the runaround, I want it to STOP!
Oh Dell, it was your parts that broke my laptop.

Oh Dell, I loved my red Alienware
When it was running, I hadn’t a care
You must have solutions, I want you to SHARE
Oh Dell, I loved my red Alienware!

Together:

Oh Dell, won’t you send her a working machine?
The cool kids are in SL, she’s missing the scene.
The burnt smell still lingers, the smoke turned her green
Oh Dell, won’t you send her a working machine?

An Explanation of Sorts

Why am I not posting to my blog?

I post here when I want to share what is happening in my virtual life. For the most part, I try to follow the rule of “if you have nothing nice to say, say nothing”. Sometimes I rant and rave. It is MY blog, after all. *wry grin* But these days my virtual life is giving me mostly tears. And I’m loathe to come here and cry repeatedly.

Why has my my life in SL turned to tears? Because I loved SL so much, I bought myself what I was assured was a kick-donkey top of the line gaming computer – an Alienware M17x. I had to buy a new computer because the nVidia GeForce 8800M video cards in my Dell XPS M1730 burned out in November and Dell and nVidia could not tell me when the cards could be replaced. Up til then, well, I’d found Dell first line support a bit annoying, but no more so than much of life. Dealing with ordering the Alienware became an ordeal, thanks to Dell, who now own Alienware. I was going to blog about that, but quite honestly – it infuriated me every time I thought about it and I didn’t think that frustration and agony needed to be aired.

At long last my gorgeous fantastic super-duper Alienware M17x arrived (late, thank you Dell Order Modification Dept). Sensational. Until I ran SL. 30 minutes into it, then Blue Screen of Death. The whole first weekend – BSOD on SL, Portal Factory, SOLITAIRE!!!!! I mean – obviously a Dell issue. Then mysteriously it stopped BSOD’ing. Only SL died. Repeatedly. With the BSOD. Sometimes with just “normal” SL crash-end. I called SL support to see if they could help. With great joy in his typing, Fog informed me that I was running unsupported software and graphics. Not HIS problem. Oh? Then why are so many folk running the same and SL works for them?

Anyway, there really is a post here someday about Dell and Linden Labs and customer support if I can stop crying. I took a day and drove my computer to an SL friend who has years experience in getting machines to run SL. We thought it was solved. It seemed to run without crashing. No BSOD. Until I brought it home. Turned it on, raced into SL. Hung out there for an hour. Went to feed the cats, the dog. Came back to BSOD. Rebooted – let it sit running Firefox and Norton for an hour. No problem. Raised the machine on blocks (better ventilation). Went into SL with my alt. Didn’t move, just sat there. 2 hours – SL crash.

The truth is, I’m no techie. By my mother I’m a techie, but by a techie I’m no techie. I do NOT know what to do, where to turn, except to continually throw myself and my useless extremely expensive computer onto the mercy of friends. And there is only so long you can impose on friends. Dell isn’t going to care that one application doesn’t run – they will blame the application. And trying to fight your way past firstline support sucks you dry of all energy, patience and coherent thought. And LL has already gleefully told me THEY don’t care.

So I sit and look at this $$$$$ computer that won’t do the one thing for which I bought it, and I cry. Maybe that makes me a drama queen or totally emotional. So be it. But because I cry every time I look at it, and I cry each time I boot up SL on my other computer (which needs to run other software, do other things), I’m not having fun. I have nothing positive to share. I cry, my heart sinks, and all I want to do is simply walk away from SL for good and go back to reading. THAT is technology that actually works right out of the box. šŸ˜¦


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