Illogical rigidity is pure stupidity

I haven't been online much the past week. My modem died last Saturday. My computer didn't start last Sunday. I had 2 major deadlines last Monday.

The stress level peaked on Sunday and when I realised the computer couldn't start up, I sat down to cry.

I called a course-mate and tried to sound calm and composed while trying to find out what would happen if I fail to meet the deadlines. It was more than not being punctual about handing in homework. I was worried that I would fail as a result and would have to retake the modules and end up having to stay back one more semester. As MOE has really strict guidelines governing the stint at NIE, I was convinced that I would have to fork out quite a bit of money just because the computer chose to screw up on the weekend before I was to hand in the work.

It was unbelievably bad luck. It sounds like something from a script from those horrid Taiwanese never-ending family soap operas.

And so fellow course-mate told me to call the tutors to explain and ask for an extension of the deadlines. While I was considering this move, something within me roared to life and I felt a determined rage overcome me. I ran out of the house in search of a PC repair shop. After I found one, I got the brother to lug the CPU there and believe it or not, it started to drizzle.

I pleaded with the repairman and he agreed to work OT for me. The repairs cost $343.

Sigh.

Three hours later at 8 p.m, the computer finally worked albeit without a connection. I worked a few hours more and heaved a sigh of relief when I printed the stuff. I went to sleep and woke up early for the 8.30 class.

And I also gave the technical helpdesk of Singnet hell.

I was very very annoyed when the modem couldn't work and the system was so rigid, it was ridiculous.

First of all, when the modem failed on Saturday night, I called Singtel to get the Singnet helpdesk number. I was required to key in my Broadband number and the system failed to recognise it. I thought I made a mistake and called Singtel again who promptly told me to dial 1610 for Singnet sales inquiry to get the Broadband number.

For your infomation, 1610 only operates until 6 pm.

I called Singtel again and asked nicely to be transferred to Singnet technical helpdesk straight. The operator said she couldn't and gave me the number to dial again. Exasperated, I rose my voice a notch and firmly explained why I needed her to connect me to Singnet technical helpdesk. I clarified that the Broadband number was my house number and then told her that the [bloody] system didn't recognise my Broadband number !! There was no way I could get though.

In the end she made me hold, probably to consult her superior and in the end her superior came to the phone, I had to explain again and he agreed to connect me to the Singnet helpdesk.

When I finally got through, I explained my problem very nicely again and I was told to perform a series of troubleshooting before calling back. I informed the operator that the system didn't recognise my Broadband number and he told me it was impossible. If I couldn't get through, I should just press any 8-digit house number and should be able to get through.

When I tried that, it didn't work.

Fantastic.

And bear in mind, with all these, I had to hold and hold and hold and hold and hold and hold and hold and hold and hold and hold and hold and hold and hold and hold and hold and hold and hold and hold and hold and hold and hold and hold and hold and hold !!!

In the end I called Singtel and asked to be put through to Singnet again. I mean I was really sorry for having to bother them but.. yeah...the whole system is really quite screwed.

And the conclusion Singnet technical helpdesk was that the fault could lie with the line on my side, the modem or the line on their side. And then the man proceeded to inform me that they can only schedule a check on Tuesday.

I told him I have deadlines on Monday to meet.

He said that there isn't enough manpower.

I asked if he could check the line on his side.

He said no. The people will only check it before they come down on Tuesday.

I was starting to get infuriated.

And then I engulfed him in a verbal wave. I told him that the way I understand it was that there are 3 causes to the problem.

1. connection on my side
2. modem
3. connection on their side

I have been on the line almost 2 hours because I couldn't get through due to their so-called system not recognising my Broadband number. I had to call Singtel to transfer me over twice even though they had reassured earlier I shouldn't have any problems getting though and when I finally could get though, they are telling me that they cannot help me?!

It's ridiculous.

The man started to tell me that he was helping me. I told him that I have deadlines to meet on Monday and since they are only coming down on Tuesday and in a sense not doing anything for me....NOPE, they are not helping me !! I mean the system didn't even recognise my Broadband number. He told me that it was a different system.

I told him that if they have no manpower to come down and check my line and I have to wait 3 days, I can possibly maybe probably accept that explanation even though I think it is ridiculous. It's Singnet for goodness sake. Why do I have to wait 3 days to get my line checked? It's so inefficient!!! It says a lot about their service. Pui !!!

If it is my modem I can solve the problem myself but there is no way I can check if the line is working fine over there. Can't they simply conduct a check for me.

He said "No..because it has to go through the system and they can only do it before the man comes on Tuesday."

Why is the system so rigid?!! There has to be people behind the system.

His only defence was that, "It's the system..."

Why am coming up with alternatives for them? Why am I doing their work for them?!!

And so I told him that there have to be people behind the system. Can't he just call that department to do a check?

Nope, they can't.

I was boiling then already.

I told him I wanted to speak to someone who can make decisions. I wanted to speak to his supervisor. He told me that his supervisor wasn't in. I said, "Fine...can you get him to call me tomorrow?"

He told me that it would still be the same because everything has to go through the system. I think any more talk about the system I will just explode. I told him I just want someone who can make decisions to call me tomorrow morning. Will I get a call tomorrow? He said, "Yes" so I said "Ok" and hung up.

The next morning, someone called at 9+ a.m to inform me that they will be sending someone down at 11 a.m.

I mean I thought of you, Gan and I was trying to be calm and firm. But....if a system is so rigid that it results in inefficiency, there is seriously something wrong with the system.

I am a logical rational consumer. I do understand if it is a peak season and a company has to take 3 days to schedule a line check. I did not demand that they come the next day (even though I still think it is ridiculous for a mega-conglomerate to not employ enough workers to sustain efficiency) but I do not understand why they cannot just do a check on the connection on their side.

I mean how difficult can it be to check the connection on their side? They do not even need to get out of a chair, ok maybe it takes an additional few calls here and there. The way I envision it is probably they have to justify why they are checking the connection which is not part of a normal procedure. They can put the reason down to a rabid consumer, I do not care. Even if it is part of a code, they should be able to get past the computer system.

The point is...IT CAN BE DONE !!!

Why do people have to let such rules dictate whatever they do?

*grrr
stupid rigid people