Tech can suck. Even worse? When there’s no tech support for your technology. We’ve run into it before with many different people, clients or not.
Let me set the scene: something is wrong with your Facebook. It’s pretty clear that it is probably a glitch, but you want it resolved, and stat! After googling the answer and finding a whole bunch of dead ends, you feel like you’re out of options.
This happened to me last year. One day I logged into my LinkedIn (my favorite platform, as always), and saw that ALL my endorsements were gone. Now I’m a little wiser and know that endorsements aren’t the be-all-end-all when it comes to what makes a good-looking profile, but I was in a state of panic.
Did this mean I was going to have to start all over?
I checked my Dad’s LinkedIn profile. No endorsements either! I called him. I was freaked. His blasé response? “Oh, I’m sure it’s a glitch. Don’t worry, it will probably be restored by the end of the day.” Man, was I glad when he was right about that.
And losing my LinkedIn endorsements wasn’t even that big of a deal. However, I certainly didn’t see it like that.
This summer I got an ad receipt from an ad campaign I had supposedly run on Facebook. I had spent $80+ dollars advertising an opera singer I had never heard of, and didn’t even like on Facebook? YEAH RIGHT, FACEBOOK. Get it together. I pledged to be a lot cooler the second time around, and submitted a bug report.
An entire week passes, and I can’t find anything on Google about other people having the same experience. My card hadn’t been charged, but just as I was getting heated for round two of submitting a ticket, I got an email from Facebook.
‘Sorry, it was a glitch, don’t worry about it! No one was charged!’
I had worked myself up in both situations, because I couldn’t find a real person at either company to tell my problem to. And really, it’s surprising how, in a situation like that, simply talking to a human being would have alleviated a lot of my stress.
So when we get a call at the tena.cious office from someone who we’ve never met, don’t have any mutual connections with, but they’ve found us on Google and they’re stressing about a glitch on a social platform, we get it.
We may not be able to provide any suggestions beyond ‘submit a bug report’ or ‘check back in a couple days’, but even just being someone to talk to can make people feel a little better.
One thing that we like to do at the office if we can’t get ahold of someone from a big company like Delta or Facebook is to tweet (—and we can teach you how!). Twitter can be used for a multitude of purposes, but there’s nothing like submitting a complaint publicly to get a response (which partially explains Yelp’s popularity.)
None of this completely solves the question of what to do when you really just want to pick up the phone and dial the number for Google, but know this: you are not alone in your frustration.
Now, real talk: when is LinkedIn going to allow you to submit bug reports? The jury’s still out on that one…