One downside of my recent holiday was that my mobile phone decided to act strangely. It would no longer accept my PIN code, to unlock the screen. I knew it was the correct numbers, as they are the dates of Julie’s birthday. After three tries, it locked.
Julie contacted the service provider on her phone. They accepted no reponsibility, and said I had to contact the manufacturer of the phone. When Julie eventually got through to them, they said it was my fault, and I would have to take it somewhere to get it unlocked and reset. As I was a very long way from any town or city of any size that might have such a place, I was stuck.
A second call to the manufacturer finally got them to admit that many other users were experiencing the same problem, and that the phone would have to be sent back to them for repair. The location was still the problem, as I had no chance of packaging the phone and sending it back to them. Meanwhile, I had no access to my contact numbers, and a phone that was just a useless lump of metal, through no fault of my own.
The service provider refused to suspend my contract, saying they are still providing a service that I am contracted to pay for, and the fault is not theirs. So I am paying £19 a month for the privilege of having a phone I cannot use, and they will not upgrade the handset or supply me with an alternative until my contract expires next year.
I am on that roundabout of technology, caught between two opposing sides both failing to provide genuine customer service, and unable to get off.
On top of everything else going on with the floor-laying this week, I now have to find the time to drive into Norwich to argue my case with the service provider in their shop.
I can already feel my blood pressure rising!