Preemptive aspirin -- check!
Empty bladder -- check!
Notepad & many pens -- check!
Complete quiet -- check!
Internet access up and running -- check!
Multi-language to English dictionary -- check!
Fully charged land line -- check!
Various cell phones -- check!
No, this is not the checklist I use before performing brain surgery. Though it may as well be. Calling my pre-paid cellular provider usually ends up taking years off my life (well, ok, several minutes at least).
I've used this provider for years. I have my phone mainly for emergencies, and typically use it to call home and say "I'm at Wegmans for milk -- what else do we need?" I'm not a big cell phone user, so the minutes I buy each year last me more than a year. It doesn't cost an arm and a leg, so it works out well for me.
Anyway. It's time to replenish my airtime, so I order an airtime card that's good for a year, along with a new phone. My phone is a couple of years old, so it's kind of heavy compared to what's available now. Plus, I decide I'd like the convenience of a camera phone, so that I always have a camera on me. You know, for when I need to take a picture of that gallon of milk I'm going to buy. Whatever. I just decided it would be a good feature to have.
So I have the old phone, whose airtime expires this weekend. I have the new phone, and a new airtime card. I need to transfer the remaining airtime to the new phone, and activate the new phone. Oh, and I need to transfer my phone number to the new phone. No big deal, right? This is what we do in the year 2007.
Just a clickeroo here and there, and I'll be all set, right?
Wrong.
I submit an e-mail question to the company, as I don't see my scenario covered in the FAQs on their web site. I enter the various codes from my phone. My cell phone #, my home phone #, all my personal information, including the locations of all birthmarks of everyone in my extended family. I hold my breath and submit the form.
Error. Cannot process request.
Huh? Maybe it's my browser. Maybe the web page doesn't like Firefox.
So, take 2: Internet Explorer. Resubmit all information. Again. Same error message. You've got to be freaking kidding me. You mean I have to actually pick up the blasted phone and CALL them?
Oh no. I've been there before. This isn't going to be pretty.
I call. I follow the menu of options. I finally get to an option that sounds like it might be a fit for my scenario. I get the old recording...
We're sorry, we are currently experiencing high call volumes. Please visit our web site or try your call again later.
Click!
Click?? CLICK?? You freaking hang up on me? No "your wait time will be 25 minutes; please hold the line?" NOTHING? Just "try calling later?" You've got to be freaking kidding me.
So I do call again later. Twenty seconds later. I try a different menu option, attempting to reach a human being, figuring I'd eventually outsmart the system. Same message. Seems all damn roads lead to CLICK!
Then I remember something I read over here at Against the Tide the other day. A reader comment mentioned a web site called GetHuman. I check it out. The company I'm trying to call is on the list!
I call the number listed. And I witness the parting of the Red Sea.
My call is answered immediately. The person who answers my call does not pass me on to anyone. She helps me with my request. All of it. Right then. Yes, our connection is a little weak (maybe because she's in Guatemala) and I have the phone pressed so tightly against my ear that I'm certain it will be attached to my head forever once the call is complete. But I don't care.
She answers. She gives me 25 10-digit codes to plug into my phones to transfer air time and my phone number. She is patient. She is HUMAN.
And I am RELIEVED!