Late last night my printer jammed. I was trying to print out morning work checklists for my children. I don't like to micro-manage, but for my sanity, I hand out a checklist so that I don't have four people asking me ten times each, "Mom, can I play on the computer YET?" I need my sanity. I had to have those checklists.
The paper jam was somewhere deep within the machine where I couldn't see. After an hour of trying everything I could think of, short of getting the screwdriver, I started looking for the instruction manual. This means I am only moderately geeky, since I will only mess with a machine for a mere hour before resorting to the instruction manual. A true geek would have gone for the screwdriver first.
As I took out the instruction manual, its sheer size made me hopeful. Surely a manual of this magnitude would have some helpful information in it. My hopes were dashed when I saw that the English instructions ended abruptly on page seven and the rest of the book was taken up by duplicate instructions in French, Spanish, German, Japanese and Tagalog. On the last English page, under the heading "paper jam," the book referred me to the on-line help site.
On LINE? I had to go on line to get help?
I trudged upstairs. Our downstairs computer, where the printer is, has a slow and unreliable dial-up. Upstairs, the lap top computer can pick up a wireless signal if I balance it on the hamper in the master bathroom.
After balancing the lap top and typing in the address for the on-line help site I found a FAQ about paper jams. It said that the back panel of the printer could be removed by pressing a certain lever. WHY DIDN'T THE INSTRUCTION MANUAL SAY THAT? I ran downstairs, took off the back panel, and lo, the paper jam!
I pulled out as much of the paper as I could, but a tiny piece was still wedged tight in the gears that turned the back rollers. I tried a sewing needle, a fork, and a bamboo skewer, all to no avail. Stuck again, I went back up the stairs.
After reading the FAQ over and over, I stared for a while at the button at the bottom of the page that said, "Chat with live tech support." What could tech support tell me that I didn't already know? Should I just get the screwdriver? No, if I broke the printer I would never be able to print out those lists. I clicked on the button and registered for the chat.
"Hello, Rebecca."
That was a little creepy, I must admit. Yes, I had typed in my name when I registered for the chat, but now some stranger was addressing me: some stranger who works swing shift doing live tech support chat with people who are trying to print things in the middle of the night.
I described my problem as best I could in a few lines. Live tech support came back with, "I regret the inconvenience that has been caused to you."
Oh dang, I thought. English is not your native language, is it? I wasn't sure I could get a native English speaker to understand me, what chance did I have with this person? Then again, maybe it would work. Maybe he could look up what I had typed in his English-Tagalog dictionary while I ran up and down the stairs between my printer and my on-line computer.
First, live tech support sent me the FAQ I had already seen. I told him I had already read that FAQ and removed all of the paper except one little bit that was stuck fast in the gears. "If we could get the rollers to move somehow," I typed, "I think the bit of paper would fall out."
"Yes, you can turn the rollers up." said live tech support.
I ran downstairs to try it. Earlier I hadn't been sure whether trying too hard to turn the rollers would break the machine. Now that I knew that they were supposed to turn, I got my fingers in there and pried and twisted with all my might. The scrap of paper put up a good fight, but at last the gears began to turn and the paper popped right out.
Back upstairs, I typed, "It WORKED! HOORAY" I think live tech support was happy for me. He stayed on until I had actually printed a page, then wished me a happy holidays and a happy new year. . . on January 13th. He can't have been an American, but I felt like he was my friend anyhow.
And, this morning, I had the checklists. I am sure that I am more grateful for live tech support chat than my children are.