29 July 2008

Feel My Antici ... pation (A Television Update!)

Even glaciers eventually break off into the sea, and the metaphorical iceberg I've been tracking gets closer to me every day. My replacement TV is in the hands of Pilot Air, in the process of being transferred to a local delivery company to complete the last mile haul to my house. Supposedly they will call me tomorrow to discuss delivery options.
Right, call me tomorrow. I've heard that one plenty during this whole ordeal.
I've seen mountains rise and erode faster than this issue has slowly worn itself down to the bedrock of resolution, and instead of FedExing me a TV with instructions to re-pack the broken model for return, they work through this song and dance with hitherto unknown to me Pilot Air, and a "local" delivery company, whoever that turns out to be. Do they dump the thing at WashCo Regional and call a Turner's Taxi to come pick it up?
I've handled my share of broken monitors in my days in IT, and this is nothing more than a large monitor with some extra guts for TV tuning inside, so my frustration is like salt dissolved in the waters of effort crashing against the slowly eroding mountain/cliffs of my broken television. Bitter, bitter salt of frustration.
This metaphor is working particularly well.
I mailed my letter posted here previously to Phillips / Magnavox a few days ago. If it is read at all, I hope they realize what a cock-up their support and replacement groups are. I'm still baffled that the online support is a fancy AI bot that intelligently tells you to try unplugging the thing, and that there is no option to e-mail a support rep. Really? It's so 1997.
I read recently where Comcast (I think I read this on slashdot) is reading "blogs" (their word) to find user complaints, and then acting on them. In my dreams Phillips Magnavox would find this series of posts.
Of course, that would require them to have some sort of savvy when it comes to the Internet. and much like rocks that in their stubbornness are worn down to sand (oh yeah), Phillips Magnavox doesn't have so much as an e-mail address for support.

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