I use a MacBook. I also run Windows in a Virtual Machine on my MAC. I do so because I need the more robust functionality in the Windows version of Excel not available in the MAC version of Excel. A few days ago I noticed the “control key” in the Windows version of Excel wasn’t working as it should. Specifically, I could no longer select non-adjacent cells, columns, or rows while holding down the control key and clicking the left mouse button. I briefly researched the Microsoft support site and Google to see if I could discover a setting that had gone awry, or some other cause for this never before seen problem; I found nothing.
I use this “control key” feature frequently in my analysis and research work at TSIA and couldn’t see getting along without it, so I decided to part with 49 bucks and buy a Microsoft support call to resolve the issue. I told them I was having a problem with Excel, so they directed me to Excel support. The person with whom I first spoke ran me through several diagnostic steps, which identified that the problem was in fact not isolated to Excel; the control key/left click combination was not working correctly in internet explorer, my computer, other apps – everywhere. He determined that he needed to transfer me to someone who could help me from a broader perspective than that of just Excel support. This is where the “fun” began.
He transferred me to operating system support and stayed on the line to explain the issue to the new support person. But now they began to debate – with me on the line listening to every word – about which of them was going to have ownership of the case and whether it should be a “child” case or not (as if I know or care what that is). Apparently this new support person became angry or frustrated at the conversation and hung up on us at some point because the line seemed to go dead. By now I’m somewhat exasperated, but I wait.
Hat’s off to the initial support guy – he doesn’t give up easy. He came back on the line several minutes later and with a new operating system support person to whom he again explains the situation. But again they argue about who should own the case and whether it should be a “child” case or not. At some point one of them – or both, I don’t really remember at this point – demanded to speak with the other’s manager. (I’m still on the line listening to this!) Mercifully, they then put me on hold. Now I’m beyond angry and exasperated; I’m intrigued, I have to see what’s going to happen next. A few minutes later the newest support person comes back on the line to tell me he will be taking over the case from now on – I guess they figured out who should own the case without my help!
After several more diagnostic steps with no resolution this 2nd OS support person decided to transfer me to level two. The level two technician said he would need to look into it in further detail and would call me back within two hours. That’s exactly what the first two technicians should have done instead of arguing or debating the internal issues with me on the line.
Never air internal issues like those described above in front of your customers. Customers don’t give a damn about your accounting procedures, your internal policies, or your inner politics. They just want their questions and their problems handled quickly and professionally. I have two impressions of this experience. One is of the tenacity of the initial support rep in trying to get me the help I needed. But the overriding one is of the support reps arguing, with me listening to every word, over internal matters that had nothing to do with my problem. The second impression will be the more lasting.
(In the interest of full disclosure I must tell you that the problem ultimately turned out to be a setting in the virtual machine, not in Microsoft or Excel. The setting had apparently gotten changed during a download or an update. I have advised the Microsoft support technician of the details. I do not believe this diminishes the point of the blog however, that is, don’t lose focus on a customer support issue because of your own internal squabbles.)
PS – Happy Holidays All! And thanks for your interest – IT MATTERS!