If you were going to write a horror movie to scare the bejesus out people who are dependent on email, what’s happening to me would make a terrific plotline. It’s almost unbelievable. I am now on my third 24-48-hour-estimate “tech ticket”. The first one ended with Rogers calling to say everything was fixed and I had about five minutes of access to my email before I was locked out again. The second one was cancelled because the engineer who looked into the issue was using Derek’s email address and my password, and cancelled the job because “customer changed password without notification”. My password hasn’t been changed. The tech hadn’t read the file properly and used the wrong email address. If I hadn’t kept calling or texting tech support every day, I never would have found out that they were doing absolutely nothing to get the problem resolved.
I had a joyous conversation with the department manager on Tuesday. After my desperate plea, he basically told me he couldn’t do anything more for me and that I had to be patient.
I probed the Rogers website in a desperate attempt to recognize the name of any executive I might be able to embarrass myself by calling and bothering and came up empty. I called my brother in law who works for Rogers and asked him to rack his brain to come up with anyone I could call. He hasn’t called me back yet. Frankly, I’m willing to humiliate myself in order to resolve this issue. Having worked for Rogers for 10 years, I thought maybe there was someone I could bother but it doesn’t seem to be so.
People are having trouble getting their heads around it. Here’s what happens. I log in, the page seems to like the user name and password it’s been given, and then it just flips right back to the login page again. Believe me, there is nothing anyone can think of that will get me in. It has all been tried. It’s a problem at the source and they have finally admitted that there are “a few people” with this issue.
Some people are quick to tell me how their email program has never been a problem and I should switch. My email program was never a problem either until one day, it was. They don’t want to admit that they are just as vulnerable as I am. It could happen to anyone.
Back everything up and then back it up again. Don’t trust storing emails online. I have, for example, no other record of how much I am supposed to invoice a couple of clients. I also have a pretty frustrated client for whom I’ve written a kick-ass press release, who asks every day if we can send it out now. They wanted it out Monday. And here I sit, having to make him wait. And no matter how you spin it, it’s not my fault. It’s just awful. And it’s not over yet.
Try John Tory on 1010 Radio Station
I sent a note to Mr. Tory. I’m desperate! Allan is right on – there isn’t one person who will follow this through. They will all go home to their wonderful email servers and forget about little old me. It’s pathetic.
As a former network admin, the greatest challenge when trying to diagnose a problem like this, is that unless you have 1 person who takes ownership of the problem and tracks it until a resolution is found, is that you usually end up spinning your wheels repeating various attempts to find the solution and accomplish little or nothing.