[Cut!] Work in a Call Center in India
Got a problem with your brand new Palm Pre? Call their customer service center and “Albert” will not help you with your problem. In fact, you will have more problems after the call, like an aneurysm or a hernia. And I’m pretty sure up, up, down, down, left, right, left, right, B, A, select, start doesn’t do shit. It’s not Contra, it’s a Palm Pre. Assholes.
10:16 PM Checking configuration…
10:16 PM Connecting…
10:16 PM Connected. A support representative will be with you shortly.
10:16 PM Support session established with Albert.
10:17 PM AC : my 126.96.36.199 update fails to install
10:17 PM Albert: Hello AC.
10:17 PM Albert: Thank you for contacting Palm. My name is Albert. How can I help you today?
10:17 PM Albert: I understand that you are facing issues with the updates on the phone.
Am I correct?
10:17 PM AC : the error message I get is that the update failed to properly validate
10:17 PM Albert: I will try my best to assist you in this regard.
10:17 PM AC : after downloading and after unpacking
10:18 PM Albert: Press and hold Power button and slide the Ringer switch three times to restart the phone. The phone may take a few minutes to restart.
10:18 PM AC : what do you mean slide the ringer switch
10:19 PM Albert: The switch above the phone to silent the phone.
10:19 PM AC : when I press the power button it asks me if i want airplane mode, power or cancel
10:20 PM Albert: Power.
10:20 PM Albert: Restrat.
10:20 PM AC : ok, restarting
10:21 PM AC : I see the palm logo
10:21 PM Albert: Wait until it is back on.
10:22 PM AC : ok
10:23 PM AC : it’s on
10:23 PM Albert: Now go ahead and download the updates.
10:27 PM Albert: Is it downloading now?
10:28 PM AC : it’s downloading but it did that before. I am waiting to see if it gets past the unpacking
10:28 PM Albert: Yes,
10:30 PM AC : still unpacking
10:30 PM Albert: Okay.
10:31 PM AC : I also have one more issue
10:33 PM AC : nope, same issue
10:33 PM AC : failed to validate
10:33 PM Albert: Okay.
10:33 PM Albert: In order to resolve this you need to go ahead with the web OS Doctor.
10:33 PM Albert: Please follow the link below:
10:34 PM Albert has sent a link: http://www.palm.com/us/support/downloads/pre/recoverytool/deviceselector_en.html
10:35 PM AC : it asks me if I see an exclamation mark
10:35 PM AC : which i don’t
10:36 PM Albert: Yes you need to go ahead with it.
10:38 PM AC : will this affect any data?
10:39 PM Albert: No.
10:41 PM Albert: Are you able to download it now?
10:41 PM AC : doctor is still downloading
10:42 PM Albert: Once it is completed you need to follow the onscreen instructions to get this completed.
10:43 PM AC : my facebook apps also do not work
10:43 PM AC : upon launching, they come up blank
10:43 PM AC : will this solve that?
10:43 PM Albert: Once we are done with the web OS Doctor will be able to fix this,
10:43 PM AC : ok
10:43 PM AC : sorry, my computer is quite slow
10:44 PM Albert: No problem at all.
10:48 PM Albert: Is it complered?
10:48 PM AC : it says it’s verifying the application
10:49 PM AC : is this normal?
10:50 PM Albert: Yes,
10:53 PM Albert: Is it completed?
10:55 PM AC : nope, checking system
10:56 PM AC : this is saying my system information has encountered an error and needs to close
10:57 PM Albert: Try to close and open it back.
10:57 PM AC : is it abnormal to heck the system this long?
10:57 PM Albert: No.
10:58 PM AC : now it is installing?
10:59 PM Albert: I might be able to help you more if I can remotely access your computer. However, I need your permission to do this. Do I have your permission to remotely access your computer?
10:59 PM AC : one sec
10:59 PM AC : does installation of novacomd sound right?
10:59 PM Albert: Okay.
10:59 PM Albert: Yes.
11:00 PM AC : ok then I think i’m back on track
11:01 PM Albert: Okay.
11:02 PM Albert: Is it installing now?
11:03 PM AC : Yes, it asked me to plug in my phone
11:03 PM Albert: Once you connect the phone select the USB drive mode on the phone.
11:03 PM AC : but nothing is happening
11:04 PM Albert: Put the device in developer mode (From the Application launcher screen, Just type upupdowndownleftrightleftrightbastart ,you will get a icon on the device which says developer mode.Just tap on that.It will then give you a radio button.Set it to On.The device would restart and once it is done, the device would get into developer mode)
11:05 PM AC : I can’t do any of that
11:05 PM AC : I just see a picture of my phone and the USB sign
11:05 PM Albert: You need to follow the steps on the phone.
11:05 PM AC : there are none
11:06 PM AC : I can’t do anything to my phone
11:07 PM AC : it just has this picture
11:07 PM AC : the palm software says do not disconnect your phone during this time
11:07 PM Albert: Unplug and replug the phone to the pc.
11:08 PM AC : select USB drive?
11:08 PM Albert: Yes.
11:08 PM AC : back to the picture
11:08 PM AC : can’t do anything to the phone
11:08 PM AC : my computer is looking for the G drive
11:08 PM Albert: Connect the USB cable to the AC charger, and plug the AC charger into a working outlet.
11:09 PM AC : it is
11:09 PM AC : wait, what?
11:09 PM Albert: Do I have your permission to remotely access your computer?
11:09 PM AC : sure but this isn’t going to help
11:10 PM You have granted full permission to Albert. To revoke, click the red X on the toolbar or press Pause/Break on the keyboard.
11:10 PM Desktop Viewing started by Albert.
11:10 PM Albert: Thank you!
11:10 PM Albert: Please follow the red marks.
11:11 PM AC : what red marks
11:11 PM Albert: Connect the USB cable to the AC charger, and plug the AC charger into a working outlet.
11:11 PM AC : yeah, I have no idea what you are saying
11:12 PM AC : I only know of one charger port on this phone, and I can only plug it into either a USB port or an outlet
11:13 PM AC : this is sort of ridiculous by the way. it has been an hour
11:13 PM Albert: Try to connect the charger to the wall outlet.
11:14 PM AC : in order to connect to the outlet, I have to unplug the USB
11:14 PM AC : one or the other
11:14 PM Albert: Yes,
11:14 PM Albert: Unplug it from the pc.
11:14 PM AC : ok
11:14 PM AC : done
11:15 PM Albert: Turn off the phone.
11:15 PM AC : shut down?
11:15 PM Albert: yes,
11:15 PM Albert: Remove, and then reinsert, the phone’s battery.
11:17 PM AC : can I ask you a separate question?
11:17 PM Albert: Sure.
11:17 PM AC : below the battery there is a black film
11:17 PM AC : that is in sort of a U shape
11:18 PM Albert: Remove and replace the battery,
11:18 PM AC : yes I am but do you know what I am talking about with this black film? It’s like paper
11:19 PM Albert: Yes it will help you remove the battery.
11:19 PM AC : no, not the tab on top, the U below the battery
11:20 PM AC : below the battery
11:20 PM AC : mine looks like it might be starting to peel off. is that bad? why would that happen?
11:20 PM AC : there is silver underneath
11:20 PM Albert: Okay.
11:20 PM AC : is that ok?
11:20 PM Albert: Let us go ahead with the web OS Doctor first.
11:21 PM AC : ok, battery back in
11:21 PM Albert: Press and hold the volume up button and connect the USB cable to the phone.
11:21 PM Albert: Release the volume up button when the screen showing the large USB icon appears
11:23 PM Albert: Do you have the USB icon on the phone now?
11:23 PM AC : ye
11:24 PM AC : yes
11:24 PM Albert: Now connect the phone to the pc.
11:24 PM AC : I screwed this up
11:24 PM AC : it is already connected to the pc
11:24 PM AC : I never disconnected the cable from the pc
11:25 PM Albert: Okay.
11:25 PM Albert: Follow the steps once again.
11:25 PM AC : so the first step is really to disconnect the cable from both the phone and the PC
11:25 PM AC : correct?
11:25 PM Albert: No.
11:25 PM Albert: Only from PC.
11:25 PM AC : then what
11:25 PM AC : take the battery out
11:26 PM AC : ?
11:26 PM Albert: Connect the USB cable to the AC charger, and plug the AC charger into a working outlet.
11:26 PM AC : Albert, I cannot do that
11:27 PM Albert: Connect the USB cable to the AC charger.
11:27 PM AC : I can connect EITHER to the PC OR the outlet
11:27 PM AC : do you mean “connect the usb cable to the phone?”
11:28 PM Albert: Yes and one end to the ac charger.
11:28 PM AC : what do you mean
11:28 PM AC : one end goes in the phone, one end goes in the computer
11:28 PM AC : after that, I cannot connect anything to an outlet
11:28 PM Albert: Now unplug it from the pc to the ac charger,
11:29 PM AC : this isn’t making any sense
11:29 PM Albert: Okay.
11:29 PM AC : you must be talking about a different type of cable I don’t have
11:29 PM AC : I have a USB cable that plugs into my phone. period.
11:29 PM Albert: No the same USB cable.
11:29 PM Albert: How do you charge the phone?
11:30 PM AC : I can charge it either through USB or through AC
11:30 PM AC : I cannot do both
11:30 PM AC : at the same time
11:30 PM AC : I do not have a split cable
11:30 PM AC : which it sounds like you are describing
11:30 PM AC : I also fail to understand why I would need one!!
11:31 PM Albert: Connect the USB cable to the AC charger, and plug the AC charger into a working outlet.
11:31 PM AC : I’m beginning to lose it. What are you referring to as an “AC charger”??
11:32 PM AC : an AC charger is a separate thing
11:32 PM Albert: The wall charger,.
11:32 PM AC : I CANNOT PLUG THE USB CABLE INTO THE WALL CHARGER
11:32 PM AC : THEY ARE TWO SEPARATE THINGS
11:32 PM Albert: Okay.
11:33 PM AC : The USB cable has two ends. one for the USB port, one for the phone
11:33 PM AC : the AC charger has two ends, one for the outlet, one for the phone
11:33 PM Albert: Yes connect the one port to the phone and another to the wall charger,
11:33 PM AC : what next
11:34 PM Albert: Is the phone off now?
11:34 PM AC : no
11:34 PM AC : I never took the battery out again
11:34 PM AC : I have no idea what you are asking me to do
11:34 PM Albert: Now replace it back.
11:34 PM AC : replace what back
11:35 PM Albert: The battery,.
11:35 PM AC : please type me the steps you want me to take. In order.
11:35 PM AC : all of them.
11:35 PM Albert: I will provide you with the link which will help you in troubleshoot.
11:36 PM Albert: Please follow the link below:
11:36 PM Albert has sent a link: http://kb.palm.com/wps/portal/kb/common/article/44768_en.html
11:36 PM AC has revoked all permissions.
11:37 PM Albert: Are you able to follow the steps?
11:37 PM Desktop Viewing by Albert stopped.
11:37 PM AC : I will certainly try
11:37 PM Albert: Here’s the reference number for our chat: Chat session ID number 61856824.Keep this number as a record of this chat, and if you need to call our Phone Support team on 877-426-3777 or contact us again for this same issue, please refer to this number.
11:37 PM Albert: Can I help you with another issue?
11:38 PM AC : to be honest, I have not been helped with this one
11:38 PM Albert: I’m sorry for any trouble this may have caused.
11:38 PM Albert: I am sure that this will take care of the issue.
11:38 PM AC : if I call phone support, will they charge me considering this 90 minute discussion?
11:39 PM Albert: You can contact our Phone Voice Support team at: 877-426-3777. Support is available Mon-Fri from 6:00 AM PST to 8:00 PM PST and Sat-Sun from 8:00 AM PST to 5:00 PM PST.
11:39 PM Albert: Yes you can check with them once.
11:39 PM AC : what does that mean “check with them once”
11:39 PM AC : this is not once
11:39 PM AC : this is remediation
11:39 PM AC : where are you located?
11:40 PM Albert: We are located in one of the palm centers in India.
11:40 PM AC : figures