Where’s the ‘X’?

My new ISP, Road Runner, has released its Turbo service, supposedly running at 15Mbps — 3 times faster than my current cable connection. Little do they know that *I* know that is won’t get over 8Mbps…

Interested, though, I had the following chat with a Time-Warner support rep tonight, looking for cost and availability of Road Runner Turbo in my area:

–[opening personal ID banter redacted]–
me: is it available in my city?
Jay K: Yes it is available in your area.
me: OK, Jay… that’s all I needed. Thanks!!!!!
Jay K: Ok, what you would need to do is to contact our local office at 1-877-xxx-xxxx [redacted] so that they can assist you on that issue
Jay K: If you have no further issues that we can assist you with, you may end the chat session by clicking on the X button in the upper right corner of the chat window and a chat transcript will be displayed for you. Once again thank you for choosing Time Warner Cable Road Runner Internet Technical Chat! In an ongoing effort to continue improving our quality of service, we are conducting a customer survey. If you would like to participate, please copy and paste the following link into your browser: [link redacted]
me: Thanks!
Jay K: You are welcome.
me: no x up there…
me: on a mac…
me: no button there…
me: what do I do?
Jay K: Analyst has closed chat and left the room

OK, so he was helpful. What got to me, though, was that last couple of lines: “you may end the chat session by clicking on the X button in the upper right corner of the chat window…”

I had no such button. At first, I tried to access the support site in Firefox. No dice — you had to be using Netscape 6.0 or higher to use the site, or Safari 1.0 or higher for Mac.

Netscape 6? Not 6.22? OK… Safari 2 I have, but isn’t Firefox merely a better version of Netscape, and far higher than Netscape 6, which was released years ago?

Once again, we see a lack of forethought — and testing — in the development process: there are a lot of Mac users on Road Runner; I am not alone.

Point: when you develop for a system that you *know* will be used on operatng systems other than Windows, you *must* make accommodations to those other operating systems — and browsers. Else, you leave your customers out in the cold.

(This is why I am such a big stickler — especially now that I am a Mac user — for developing on the Mac. this is also why I’m driving my new employer — a *strict* Windows house — crazy with my Mac requests.)

I have no intentions of bashing anybody here — this guy in the chat, Jay K., left the chat session before realizing that he had given me advice for a Windows user — when I couldn’t see what he was referring to because I wasn’t using Windows to chat with him. I flooded the room, slowly, but enough for him to know that I couldn’t see what he saw…

And he left anyway.

Blame it on the designer. Blame it on the developer. Blame it on the development houses that won’t accede to multiple platforms on the internal network. Blame it on the support guy’s trainer. Blame it, finally, on the support guy himself, for he should have stayed in there and found out that I couldn’t see what he saw because I use a Mac.

He could have relayed that info. He didn’t. He bailed. Such is the state of customer service in America.

I haven’t done the survey yet. I might; I might not: last time I used such a survey, after pacing the lot at Classic Ford in Mentor for 35 minutes — including a slow march across the showroom floor at 6:40 on a Monday night — without so much as a wave from a sales rep, I got an almost immediate response: Jim Brown does not want to hear this kind of stuff — and neither do his managers, who are denied their bonuses for a single complaint — which leads to the inevitable conversation from their service department where they tell you not, under any circumstance, tell the phone survey people that you were unhappy with any part of your Classic experience — else they lose their precious bonus (without which they might not be able to put food on the table).

Somehow, I doubt if I’ll get it this time, utilities (especially a legislated monopoly like a cable company) rarely respond to negative experiences.

Such is the state of customer service in America.

Such is the level of BS we put up with from companies on a daily basis. OMG, where are you, Seth?

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