Both of you….
On Tuesday, I went to the local AT&T store and purchased
my new iPhone 5. Yes, I know the next
version will be out soon—this summer—but I wanted mine now. After almost an hour in the store, I left
with the new phone (and its hot pink cover) in my hand…
We had other errands to run, so I didn’t get a chance to
plug the phone into my laptop and download my apps until the early
afternoon. Well, the “quite simple”
process became less so: the phone “froze” in the iTunes home screen.
Nothing I did changed anything. I turned it off, and then back on. I restarted my computer and plugged the phone
in again. Nothing. Just the same, stupid, frozen screen….
(I remember when I was four years old and our phone was on a
party line. I didn’t have any trouble
with it: I would pick it up and listen, that’s all. Of course, at four, I didn’t realize that it
was rude to listen in on a party line when others were having a
conversation. When the operator called
my mother to report my activities, I received a lecture on privacy and
respect. Oh well, nothing “froze”….)
So, the next step was to go BACK to the AT&T store and
get them to fix it. As I walked in the
door, the greeter asked me what I needed and I explained that my phone was
frozen. She then asked when I bought it
and I told her “three hours ago” and when she asked where, I said “here”….
And so, I met Nathaniel Number 1.
He plugged my phone into a computer and tried to “unlock” it. Then he tried another computer. No luck, still frozen. He then excused himself and went to talk to
his manager. When he returned, he was on
his cell phone, talking to someone about me. It soon became apparent that he
was talking to Apple Care….
After the phone call ended, he told me what my two options
were: 1) go home and call Apple’s tech
line and have them walk me through the process of unlocking my phone; or 2)
drive an hour to the nearest Apple Store and have their techs do it for me.
And I was frustrated—and rude—to him. “How can I CALL tech support when the ONLY
phone I have is locked and won’t work?”
He could have been rude right back, but he wasn’t. He was empathetic and supportive. I apologized for my outburst and he said he
would feel the same way…
And so, I went back home and picked up my laptop and John so
he could make the trip to Fresno with me.
Of course, in my frustration/confusion/whatever, I gave him the wrong
driving instructions and we drove an extra half hour to get to the Apple Store….
I felt so guilty that I encouraged him to sit in a comfy
chair in the mall and have a Starbuck’s coffee while I took care of my phone
problems...
Enter Nathaniel Number 2:
a very nice young man in his late twenties or early thirties. Even though he hadn’t used Windows in
fourteen years (he’s a Mac), he was able to help me navigate my laptop to
facilitate the process. Not only was he
patient, he taught me some things I didn’t know…and need to know. It turns out that I have to block my Avast “firewall”
in order to download stuff from iTunes…
I explained what was going on with my phone and that I had
no intention of going home until it was fixed AND all my apps were downloaded
from iTunes. He apologized for my long
trip to the store and agreed to help me do all that before I left.
While my apps were downloading, he went to help another
customer. There I sat, staring at my
playlist on iTunes, on an HP laptop!
Right next to me was a Mac. On
the other side of the table were two people with iPads….I felt like a fish out
of water.
So, when Nathaniel Number 2 came back, and my apps were all
downloaded, I thanked him for not making fun of my weird playlist. He looked through my songs and mentioned
several artists that he liked, too. He
noticed that I have Rufus Wainwright’s version of Hallelujah and he said Leonard Cohen’s versions are his
favorites. I asked if he had heard k.d.
lang’s version and he hadn’t: he plans
to download it and listen to it for himself….
As six pm approached, NN2 excused himself: he had to leave
because they are not allowed to have overtime.
He found someone else to help me with signing up for Apple Care + and he
was off to clock out and go home….
So, what was supposed to be easy wasn’t. What should have taken about an hour took
most of the day. And yet, what I will
remember about the experience, and the day, is the two Nathaniels. Two very different-looking men who tried everything
they could to help me, and finally succeeded.
At my age, days are not to be wasted, and Tuesday certainly
was not a waste. I have my new phone, it
actually works, and I met two young men who renewed my faith in “the younger
generation”…. As I approach my birthday (Saturday), I am thankful that I have
had the opportunity to have many positive experiences in my life….
And thankful for the two Nathaniels….
Cali
