Nervous About Service

I realized to my dismay that the internet service at home was out. I tried the tips and instructions about unplugging and replugging, hitting reset buttons, and rebooting, all to no avail. Then I called the customer service line, talked to a robot that had been programmed to sound like a person—complete with mimicked tapping keyboard sounds—and ultimately was faced with the choice of whether to schedule a service appointment.

I groaned in dismay at the prospect—causing the robot to politely respond “I didn’t catch that, please repeat it”—but internet service is basically an essential these days, where working remotely is an integral part of life. So I gritted my teeth, booked a service call time, and braced myself for the mishaps that seem to inevitably accompany service appointments. How many times have service people gotten lost or gone to the wrong address, missed their appointment window after you’ve interrupted your day and are patiently waiting at home, taken a look and then reported that they don’t have the right tools in their truck, or had some other issue that makes a service call a painful exercise? And the issues aren’t all pointing one way, either. Doing remote service work, with its requirements of troubleshooting, diagnostics, testing, and repair, all while dealing with total strangers and going into their homes, would be a tough job.

But this time everything worked out. The service tech arrived on time, which got things off on the right foot, and he was polite, professional, and knowledgeable. He determined that the problem was an outdoor connection, fixed it without any issues, came back inside to test the connection, and confirmed the internet service was up and running. As he left I thanked him for a job well done, he noted that I’ll probably be getting a message with a survey about the service call, and I told him it would be my pleasure to complete one. Normally I hate the constant surveying we’re subjected to, but I’ll gladly complete one in this instance.

I don’t think I’ll ever get to the point where I welcome a service call, but yesterday’s positive experience will definitely inform my reaction to future ones. It showed that while they are a necessary part of modern life, to be sure, they are not necessarily a necessary evil.

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