Issue: weird glitch message received that I needed to ‘log in’ to my Outlook, as my password had been changed (I did not).
In trying to figure this out, I just decided to delete my outlook account and re-install it.
That day, I spent over an hour trying to do so; it deleted alright, but nothing I tried would re-install it. Continually got “stuck” on a dark grey page, something about ‘account info’ with a blue circle spinning for 15 minutes; I shut it down, re-tried a 2nd and 3rd time, and both of those times it still got stuck – that wasted 45 minutes in and of itself. This is the 2nd experience I have had with this glitch re: a password change that never occurred in the first place. There went about 90 minutes of useless time spent.
Next day: went to ATT store
Left: after 2pm
Result: no resolution…
*When my name was called and a rep approached me it was quickly learned she was not “tech support here” (and could not help)
*She then sat me down and called the Tech Support number for me on their bank of land lines and left me to my task
*The first tech I got (“Ty”) on the phone was the only one I spoke to OVER THE NEXT 2 HOURS I could understand (and I am pretty good at understanding many accents through a previous career). The frustration was indescribable, a super-poor experience. As a person who has received awards for “customer service excellence”, this was an abomination, and I do not use that term loosely.
*After 4 TRANSFERS TO DIFFERENT TECH SUPPORT AREAS:
*I could not understand what I was hearing (techs speaking in heavy accents, at the speed of sound in “techie language”), with no results.
*Having to juggle the desk phone and my cell phone at the same time, while trying to HEAR over…
*Loud piped music, loud conversation by a table of robustly speaking fellows, and probably 20 customers around the room
*Holding the desk phone handset (very uncomfortable, hard as a rock) for 2 hours left my hand in a painful cramp for hours after I left
*Having to insert my finger in my non-phone ear to try to HEAR and DECIPHER what was being told to me left my ear raw and painful (I do not exaggerate)
*All the while juggling my rear end on a teeter-y stool that had no place at the counter for your knees, and had NO BACK ON IT (my aching back!)
*Changed password 3 times, nothing helped, meanwhile trying to keep record of all of them for any future use (heaven forbid)
*Another in-house store rep came to try to help me (as my battery was closing in on dead) for probably 20 minutes, to no avail. But I must say she was very patient, appeared to know what she was doing, but nothing SHE tried worked and I was left to call yet another “tech support” number. However, I will commend her for helpful attitude – her name was/is Tarif
*Not ONE of the store reps bothered to check on me during that length of time to ask if I was achieving results or having difficulty.
*The final: the last phone tech support rep told me it had to be a problem with the Samsung unit (I have a Galaxy S7, not even 18 months old) and gave me that final number to call Samsung directly.
* Left totally frustrated and near tears, and not ready for more “phone tech” talk. Not a single word from any of the reps as I left, and I had spoken to several during those 2 hours, not that I expected preferential treatment; it just felt odd after my being there for so long with no results.
*When I got home, discovered that Yahoo app had been installed, so I could finally see my emails, but its format was not to my liking
*Reluctantly pulling out the Samsung support number this morning, I decided to give it one last shot to try to re-install my Outlook email download into my cell. First try – I decided to use the process of installing by indicating my “POP3” server…BINGO. It worked.
This whole experience (now) makes me chuckle at a memory years ago with a copier and co-worker, a millennial named Jennifer (who I adored). Smart as a whip, cute as a button, two adorable little kids (after 5 miscarriages – oops, TMI) so she was special to me. Once again, the copier was no-op, I did everything the “troubleshooter stickers” on the machine told me, to no avail. But I knew Jen was known for a copier Midas touch, so I summoned her help, sat back and let her work her magic – and yep, it was up and running in short order. I thanked her, and asked what it was that made her so successful at troubleshooting that thing. She laughed like a hyena. You know what she said? Here I thought she had all these skill sets with technology…but…she said “HAHAHA …I just keep pushing buttons until it works!”
I felt like Jen this morning when I got my cell problem fixed all by my very own self. J And maybe those “support techs” should tell us just what Jen told me.