On Tuesday, I turned on my computer just like I always do in the morning to read my email while I have my coffee. Only my computer didn’t boot up all the way. I got an error screen that prompted me to “Activate Windows Now.”
I have been using this computer since June of 2008. It is a Sony Vaio that came with Windows Vista Home Premium pre-installed. I don’t know of any ready to use computer these days that doesn’t come pre-loaded with some version of Windows, unless of course, it is a Mac. So, when I was prompted to enter the product key, I copied the key from the bottom of the computer, and typed it in the space provided.
And I got an error that said “The product key you have entered is invalid.” And in the bottom right hand corner of the screen, it said “This copy of Windows is not genuine.” That was the beginning of “Technical Support Hell ” here in the Fab household.
You would think that because Windows is a Microsoft product that Microsoft would be responsible for assisting you if you have a problem. After searching the Microsoft support pages for a couple of hours, looking for help with my particular problem, I finally found a telephone number to call. Now, I know it’s not Microsoft’s problem that I am in a remote area, and have only 1 bar on my cellphone, and if I don’t hold my head just right, or move the phone 1/100th of an inch I will lose the call.
When I called the phone number, I described in detail what my problem was, and was told that I would have to call Sony. So, I called Sony. After holding in cue for thirty minutes, I reached someone at Sony who told me that my problem was with Microsoft, and gave me a different phone number to call. But, they told me if I wanted to pay $49 for technical support, they would help me. I said no thanks, and hung up.
I dialed the new number and was greeted by an automated recording that asked me several questions, and finally got me into a holding cue for a technical support person. This person at Microsoft went through several steps with me to diagnose the problem, although I already knew what the problem was—I needed a new product key to activate windows on my computer that is the same computer I have been using for two years. After about half an hour on the line with the technical support person, he said I needed to be switched over to the “Activation Department”. He put me on hold, and before the Activation Department could answer my cellphone dropped the call. Sigh.
FabGrandpa and I decided that we needed to go to Tuscaloosa and buy a back up drive. Just in case. I have been owning computers since 1994, and have never had any means of backing one up before. I should have, but just never did. On the drive up there, he suggested that I call my son and ask him if he knew what to do. But I said, no, I don’t think he’ll know.
By the time we got home from our shopping trip, it was late and I didn’t feel like going through the hassle again that day. So, on Wednesday morning, I started calling again. I got someone on the phone at Sony, and asked for the Activation Department. They person on the phone asked me what the problem was, so I explained it. And they said, you need to speak to the Activation Department. When the person in the Activation Department answered, I went through explaining the problem, again. And they said, “Your computer is out of warranty—we can help you with this problem, but we will have to charge you $49 to help you. And I said, “NO. I am not going to pay $49 for something I have already paid for. All I need is an activation key, or product key, for the Windows that came with the computer.” The person at Sony told me that the only way to correct the problem without paying them $49 was to use the Recovery Disc. If you know anything about Recovery Disc, you know dang well that it doesn’t recover anything. It wipes everything off your computer and puts it back like it came out of the box. No. Thank. You. I am not going there.
As I hung up, I could feel my blood beginning to boil. Isn’t it enough that these computer companies have us over a barrel when it comes to buying the products? Do they really have to suck our pockets dry for every little thing? I refused to pay because I knew there must be an answer somewhere.
I called Microsoft back, and waded through the recorded prompts again. After about an hour, I got a real live person, and explained the problem yet again. She was less than helpful. After going through several more diagnostic steps, she informed again that this was Sony’s problem because the software was preloaded on the computer when I bought it. Sony bought the license from them, so it was Sony’s responsibility to provide me with the activation key. I told her in no uncertain terms that I expected Microsoft to support their product and I didn’t care who bought the license. And she informed ME that the only way Microsoft would help me was if I paid them $59. I just hung up in disgust. Doesn’t Bill Gates have enough money yet???
And so, I decided to call my son. And he told me what to do. And the advice he gave me worked. I should have called him first.
diane says
Wow what a story and i had a giggle at the end. Just as well you stuck to your guns and didn’t pay up. I have on going similar phone calls to our telecom provider. One saga after another.
JudyInMaine says
Hi Fab Grandma, Love your blog, yes, our children can sometimes teach us things, it is in a way, a payback (be it good or bad) and yes, next time, do get a Mac. I have owned them since 1984 and have always received excellent customer support. always. They have never said we don’t do that and have never referred me to someone else. We too are in a remote area and one good customer service phone call is worth its weight in gold!!! They even call back if we are disconnected!!!
FreelyLivingLife says
Glad to hear that your son was able to walk you through the problem.
There is nothing more frustrating than computer problems and unhelpful “support” on the other end of the phone.
Judy Bell says
How frustrating!!! I always give my son a call first when I’m having computer woes. Sometimes he can help and sometimes not, but it sure beats dealing on the phone with companies. I get the same kind of run around with DISH network.
Geogypsy says
What a F..king drag. How could this number suddenly dissapear. Sure glad your son could help. I though FabGrandpa was the puter whiz.
Susan says
I just recently found your blog and enjoy it. This post made me come out of lurkdom because we recently had a similar experience. My husband bought a netbook computer right before Christmas to use in our church services (he is a pastor). About 3 months into it, it died. He called technical support, who told him, after much waiting on the line and listening to automated voices, that he would have to send it away for service. This takes at least 6 weeks, and since he was once a computer programmer, he knew the problem could be fixed within just a few minutes if he could just get a human to talk to. After much discussion with the tech person, he decided to go to the service center right here in Vancouver, rather than mail it to Toronto. I took it in for him in the morning; within 3 hours he had an email invoice stating it had been shipped back to him! It arrived the next day, good as new.
I’m enjoying perusing your blog when I have a chance. I’m especially interested in your life as you travel and deal with diabetes. My husband and I will be traveling next year for our ministry, and I’m diabetic. We had discussed how we’d keep up with my quarterly A1c’s, till I read that you had done so with a kit purchased at Wal Mart! Yay! Now we just need to figure out the prescription meds and we’ll be set. Thanks!
Fab Grandma says
I sent you an email to answer some of your questions. Thanks for following me!
Edna says
Love your blog and lifestyle! Thank goodness for our children and grandchildren! We are trying to simplify our lives and last year spent six months in our motor home in the northwest near the “other half” of our family. The other six months we spend in Southern Utah near the desert rats. It’s a good life. We have 5 children and 17 grandchildren and they keep us moving. We will have to try some of the neat places you have camped. We aren’t all that far from the north rim ourselves! Did you ever make it to St. George, Utah?
Edna
Fab Grandma says
We try to go to St. George a couple of times during the summer. We have a chiropractor there, and we LOVE to go to Mesquite.
Alice Workentin says
Karen
So glad that you were able to get your computer up and running again. Thank goodness for your son able to help you. Glad you are back.
Jacky {The Sweetest Petunia} says
Yikes! I’m not great with computers (other than the general knowledge kind of stuff), but fortunately, my sweetheart is amazing with computers, so he can solve all my tech problem. 🙂 Glad your son could help you out!
Thanks for coming by The Sweetest Petunia!
Marcia says
I admit, I not only laughed out loud, but shared the story with my husband, my brother and i have been there with Microsoft and cell phone minutes eaten – and basically ended up solving our own problems years ago.
Mac support has been awesome 99% of the time using all their resources to solve an issue – and there have been few. But in truth, I’ve gone through having to tell yet another person the same story repeatedly, they couldn’t fix the problem, and months later, Apple figured it out (a weird one). They aren’t perfect – but close enough!
I’ve also found that often, Mac or Windows, if you word it just right in Google search, you will find an answer.
I hope FabGrandpa doesn’t pull an I told you so over not calling your son first.
SethCoder says
Yep… Glad I could help 😀