[PLUG] Off topic but not sure who to ask

[Chuck Hast]

Well I am almost most thankful it is almost over, will
not be totally happy until I have the new device in my
hands and the old one has been confirmed as received
by Google.

I have done such things with CSR's in the past, one day
while I lived in Tampa, I was talking to the cable CSR
about and issue, she started out with the usual windows
centric script, I told her, STOP there! I am running Linux,
she gets quiet than a big happy sigh... And says now I
can talk to someone who knows what this is about. And
she started asking me to run some of the common linux
tools, after a run of MTR she said, "yep... it is the same
old router they keep hot potatoing around the Tampa
bay area... Who knows where it will pop up next, let me
get it reported and out of your signal path".

This issue with Google was not about the tech side of it
it was about supposed location, i.e. lat/long 35.61152165176741,
-97.52505764752804 Our home location vs the place my
wife is at while dealing with her dad's estate:
lat/long 9.92406585859945, -84.0454868356128. I think
that the thing that finally got them was I sent a reference
to her purchases through Google Store showing all of them
being sent to the same address and also referenced the
home address for her Google Fi account. I think that the
people initially were not reading the whole emails being
sent just that part that she was in Costa Rica taking care
of family issues.

As executor she cannot leave the country, she would
have to give up the position and after large issues with
her elder sister, the elder sister has realized that Iliana is
doing a better job than she and is now trying to help get
things sorted out. But if Iliana leaves the judge will appoint
a non-family person to be the executor, none of them
want that. So she is kind of stuck down there.

At least it appears that things are going to be taken care
of regarding her phone that will make a big difference.

Again a big THANK YOU  to each one of you for your
comments and observations. Much of which help temper
the last email that was sent to Google prior to them
recognizing that she really DOES live in Oklahoma but
is away taking care of not very fun stuff.

Costa Rica is a bureaucratic nightmare, that is enough.
I did not want her to have to deal with this too, she did
but I was able to deal with most of it, only when they
absolutely needed to talk to her. I did find it interesting
that Google Fi does not have Spanish speaking support.
Seemed strange for them.

On Thu, Sep 22, 2022 at 10:38 AM Paul Heinlein <heinlein at madboa.com> wrote:

> On Thu, 22 Sep 2022, Michael Ewan wrote:
>
> > I had to call Comcast once about a connection problem.  They started with
> > the script, I interrupted and said I was a Senior Systems Programmer at
> > Intel Corporation, please just tell me what you want me to test and I
> will
> > do that.  The response was great, "thank goodness, someone intelligent,
> > lets start with a trace route."
>
> I've sometimes had similar, human-scale responses when I let the
> support tech know my experience level.
>
> On those occasions when that's not the case, I usually say -- for the
> benefit of anyone listening to a recorded version of the call --
> something like, "It's clear to me that you are not able to solve my
> problem. Please escalate my call to someone who can." The tech (in
> sane firms) will get a pass because the escalation occurs specifically
> at the customer's request.
>
> --
> Paul Heinlein
> heinlein at madboa.com
> 45°22'48" N, 122°35'36" W
>


-- 

Chuck Hast  -- KP4DJT --
I can do all things through Christ which strengtheneth me.
Ph 4:13 KJV
Todo lo puedo en Cristo que me fortalece.
Fil 4:13 RVR1960