Well, for the fourth time this year I've asked for help from a major corporation and for the fourth time I've given them a solution.
The first time was when our DSL from CenturyLink was squirrelly. It would go on and off. The first person I spoke with diddled with some settings from her computer and our speed was up again. The problem returned. On the next few calls, the help desk insisted that I should get a new modem. I did not because I was sure the problem was storm related and in CenturyLink's lines. We still have the old modem and we are getting around 6Mbps on our nominal 7Mbps service. See "Efficiency (or inefficiency) - generalizations do not apply". CenturyLink apparently repaired the lines that I insisted were the problem. Or we haven't had many really windy storms since then.
The second time was when the keyboard locked up on my MacBook Pro. It was still on warranty from Best Buy and so I took it to the Geek Squad. They kept if for a day or two and could find nothing wrong. It wasn't until I had it at home for a day or two that I discovered that it was Microsoft Outlook, which Geek Squad had closed, causing the problem. My database probably had gotten too big and Outlook had an error that was writing outside its area. I compacted the database and the problem went away. See "Computer withdrawal symptoms".
The third time was when the Westinghouse solar shed light would not turn on again after I turned it off. See "Simple questions don't get simple answers from corporate bureaucracies". The light is working fine after I put in newer batteries.
The fourth time was when I found out that our improper time on our cabin answering machine was because I needed a firmware update. None of the friendly folks at Consumer Cellular seemed to understand that the AT&T network was resetting the time. I found this out when I read the answering machine instructions and learned that telephone networks send the time with caller-ID information. When we used a land-line we didn't have caller-ID. Caller-ID is standard with cell phone service. I found that I needed a firmware update from a search of AT&Ts support forums. One user responded to another last month with the solution. I sent email back to Consumer Cellular about this. I wrote that I was tempted to send them an invoice for two hours of Level 2 support work.
I don't expect to have a response from Consumer Cellular until Monday. Meanwhile, I searched the AT&T website for instructions on getting the firmware update. Nada! First, it gave me over 3,000 hits where the first two pages didn't have anything relevant. I searched on the web for the model number and found that the original manufacturer has instructions for upgrading the firmware to the latest level, for those with a Windows computer! I did another peek at the AT&T site and found a page for the "Wireless Home Phone". It had no information at all on updating the firmware!
There are some economists (and many non-economists) who say that the only objective of a corporation should be to provide shareholder value. But to provide shareholder value doesn't a corporation need to provide customer value? At some point a captive customer base may burst their shackles and go elsewhere.
