I know what most of you are thinking after reading that title: here comes another comparison of "the west" to "how things work in Ukraine." Sorry to disappoint you. And don't worry that is my last use of short phrases in quotes.
A couple days ago I was reading the
Avila's blog about annoying automated phone services at utility companies. I wondered if there were anything like that in Ukraine as I usually have to
go to the utility company and fill out paper work. That's about as far as my thoughts went until a couple hours later our internet went dead. No big deal, it usually comes back on in a few hours. Usually.
That evening with it still off I called a friend who, because he has a friend at the phone company, might know what I should do. This friend said to call the 800 number (yeah, Ukraine has toll free numbers that start with 800...who knew?) for the telephone company's tech support.
I'd never called tech support before. That was always the last resort and I usually found someone else to do it if it really needed to be done. But I thought I'd give it a shot as I wanted to have internet access.
I dialed the number and as the automated voice on the other end started spitting out sentences in Ukrainian faster than I could keep up I thought maybe this was a mistake. Then, as I waited to see what would happen if I did nothing, another voice came on to say that if I wanted Russian language to press 2. I pressed it as fast as I could. Then the voice came back with a list of options that I wasn't sure about. So I waited and the voice repeated them, which was very polite of it. I chose what I thought was the option I needed and was told there were no free operators but I could wait. I chose to wait only to be told 3 seconds later that the line for operators was more than 15 minutes long and they abruptly hung up. I laughed. And tried back in 15 minutes. Same routine.
15 minutes later...same. 15 minutes later I thought I'd spice things up and press 1 for Ukrainian language instead of Russian and see what happened. Turns out I understood the Ukrainian just as well as the Russian and this time the wait for operators was only 30 seconds – at least that is what the recording said, I didn't time it because some guy picked up and tried to help me. He was nice and told me to reset my modem (why didn't I think of that, oh wait I did) which I did and then he said to wait and it would all be find. Click. I guess that was that.
Nope. Still no internet. So I called back. But this time I was wise to their game and pressed 1 for Ukrainian language while feeling sorry for all those Russian speakers on hold. A nice operator answered (in Russian) and helped me for an hour to figure out why my modem wasn't showing up on their grid. Yes, an hour. He was the nicest tech support guy I've ever talked to. Right before we got everything working our conversation got cut off so I didn't get to thank him for being patient (he'd never helped someone with Mac OS) and helpful.
After reflecting on the experience I wondered if I was right and the Russian speakers just get put on hold while the Ukrainian speakers get to talk to operators, or if the operators were really not busy. Then I wondered if that ever happens in America if someone opts for Spanish when they call tech support, or their bank, or something. Has anyone every opted for Spanish when calling a service center of any sort? I'd be interested to know.