How was your weekend? Good, I hope. I had a pretty good one too, until a snag in my operating system left me unable to play any of my purchased videos. Since a weekend without Star Wars is unacceptable, I turned to the internet for help. The ultimate nightmare scenario unfolded: a question with no answer online aside from “contact our customer support line. It took 3 representatives a total of four hours to tell me that my problem was unsolvable and to give me a second number to call for a refund. As yet, I’ve not had the mental fortitude to try it.
The real problem here isn’t the error, or that it couldn’t be fixed. It’s that I was out of control for the entire experience. I couldn’t choose when to engage, and had to sit on the line while the poor rep tried desperately to figure out what the problem could be. This reached the point of parody when they were forced to remotely operate my computer to try and discover the problem. There’s nothing like seeing your mouse move of its own accord to reinforce the lack of control you have as a customer.