by Marcus Sakey
So I should tell you up front that this is a rant. Feel free to skip it and come back Wednesday.
For years, I've held out against the cellphone-as-umbilical-cord thing. I proudly had a piece-of-shit pay-per-minute phone that closely resembled a brick. But they've gotten so cool these days, what with ready access to the Internet and GPS and all kinds of Star Trek features, that I caved and bought a G1, the brand-new Google phone.
And it's really, really cool. When it works.
Thing is, for near two weeks, I couldn't get the thing to work dependably. It had been fine for a couple of days, just enough to give me a taste that left me hungry for more, and then it started getting twitchy. Which meant that I spent hours--lots of them--on the phone with T-Mobile's Tech Support.
The people that I spoke to on the help line were all unfailingly polite. Several went above and beyond, doing everything they could to escalate the problem to the mysterious folks who actually make things happen. You know the ones--the ones that can never, under any circumstances, come to the phone.
And now we reach the subject of my griping. The safety of polite bureaucracy.
Because no matter how many times I called, or what acronyms I bluffed with, or the detailed history in my files, I could never get through to someone who would admit the power to
do anything. After three hours one Sunday morning I was finally escalated to a "Supervisor," the first rude one of the bunch, who informed me that despite the fact that the problem was clearly on their end, there was nothing she could do. It was in the system, I was informed. That was the extent of her power--putting it in the system.
This kind of argument makes my forehead explode.
Could I talk to an engineer, I asked?
No sir, I'm sorry.
Okay. Could she? Could she call over and tell them that there was a customer who had been through the whole rigmarole and really needed satisfaction?
No sir, I'm sorry.
Did she care at all that I was ten minutes from returning the fucking thing, dropping my contract, buying an iPhone, and blogging about the whole experience?
No sir, I'm sorry.
Fine. Was there someone above her?
No sir, I'm sorry.
No? Well, could I ask her last name?
No sir, I'm sorry.
You get the point.
Obviously, part of this post is me just blowing off steam. But I do really believe there is a larger social issue at work here, and it worries me. When did it become S.O.P. to never connect the person having a problem with the one who can fix it? When did, "that's the way the system works?" become an acceptable answer? When did some corporate bright-boy realize that as long as the service is polite, they don't need to be able to do a good goddamn?
Maybe I'm looking too small scale on this. Bush ran the country for eight years with about three press conferences, and never got around to answering a direct question. Because that's the system.
I think what troubles me most about the whole thing is the idea that there is no personal responsibility. The central principle of civilization is responsibility. From the tribal days, it made sense to live and work together because those that did fared better than those going it alone. The basic precept of that organization is that we are all responsible for our little portion, and those who fail are punished, or castigated, or at least don't generally excel.
But somewhere along the line, that's changed. It's no longer about efficiency. It's about courtesy. Because we now have a foolproof excuse: That's the way the system works.
Why is there a $50 "missed appointment" fee on my cable bill when I never had an appointment? Because that's the way the system works. Can it be reversed? No; they don't have that power. Because that's the way the system works. Can I speak to someone who does have that power? No. Because that's the way the system works.
Worse still, I don't know what to do about this. How can I, as an individual, really make any impact? Sure, I could have dumped T-Mobile and gone to AT&T with an iPhone. But I don't believe they operate any differently. And the people I'm talking to, they don't care. They're not bad people--they're just part of the system, and that's the way it works. So it becomes an empty gesture. A protest held in my living room.
Does this drive anybody else as crazy as it drives me? And is there anything we can do, besides blogging about it?