Let me clarify.
I’m not talking about the volunteer kind where you go to a hospital and
read to an elderly person. Or the kind
where you grocery shop for them.
No, I’m talking about the kind where an elderly relative calls and says,
“I just read something on dot com and now it’s lost. I think my computer is broken.” This recently happened to a friend of mine
with her aging aunt.
My mom will occasionally call me asking for a similar kind of help. “My computer’s not working. I think there’s something wrong with it.” Computer
is how she refers to her iPad. “ I keep pushing the buttons and nothing
happens.” Why is it that some people refuse
to learn the right vocabulary? If I
correct my mother and tell her it’s “clicking on a link” not “pressing or
pushing a button” she gets impatient and says, “You know what I mean.” Actually, sometimes I don’t.
So recently, my friend M tells me a story about helping her elderly Aunt
Lucrezia with a problem she’s having with her landline. “Even better,” I tell M, "write it up and I’ll post it.”
So here’s M’s story.
Sunday.
A visit with Aunt Lucrezia. I’m tracking a few minutes behind schedule
and I know this will throw her for a loop.
I call to let her know I’ll be fifteen minutes late. I have an image of her standing by the
doorway, dressed, redolent of Jean Nate cologne.
I dial: Busy
I try again ten minutes later: Still busy. Hmm.
Odd.
Then my phone rings. Cousin Patty says, “Listen, if you’re trying
to get Aunt Lucrezia, she said her phone is acting irradical and that you should call her on her cell.”
I can just hear my aunt saying my cell.
As if cell phones were a new invention — like that Seinfeld episode where the woman drives
Elaine crazy by talking about her fiancé all
night because she loves letting everyone know she has a fiancé.
I get to my aunt’s house and she asks me to
check out the phone. I am her tech crew, and I am not all that technical.
Batteries are okay. Phone lines are connected. Cords are connected to outlets. No hardware problems. Then I notice that the message in the screen
reads No Line.
I ask Aunt Lucrezia for a copy of her phone
bill. Of course she has it….filed in the
same box as her Medicare EOBs from 1987.
I call Verizon.
I have to get past the main number….to the
tech support…then plug in my aunt’s 4-digit code (filed in a separate box)…then
her 3-digit code (from her phone bill).
Then they transfer me to the landline department (I started in Verizon
Wireless) where I need to repeat all the same steps I just did.
Now I’m six menus deep into the call with
Verizon. I’m on hold waiting for a
technical person. Total elapsed time
since calling Verizon: twenty minutes.
Finally…a real person comes on the line.
Verizon: Hi,
This is Kevin. What is the nature of
your problem?
Me: Hi, Kevin. This
is Lucrezia Muccino (I give him my
aunt’s name thinking they would ask to speak to the account holder and knowing
no good could come from that). I’m calling to report a problem with my phone
line. I checked all the equipment inside
and it seems to be fine. The message
window says NO LINE. My guess is that
the problem is outside. Can you run a
test to determine if it is indeed an outside problem?
Aunt Lucrezia: Hey, M! M! Is that Kevin? (She’s waving her hands
wildly across from me and I’m trying to ignore her). M! Ask
him if he’s from Everett! (her town).
Me:
(Incredulous…I wave her off…what is she thinking? That by some coincidence she happens to know
this one person at Verizon, who for all I know may in the Philippines?)
Aunt L: Ask him
if he’s related to the Cannizarro’s?
Me:
(Hand over phone so Kevin can’t hear me) Aunt L—I’m pretty sure he’s
black. He’s not related to the
Cannizarro’s unless you go all the way back.
Aunt L: I want to talk to him.
I hand her the phone.
Aunt L: Hi, Kevin, this is Lucrezia Muccino too. There are two of us by that name here! (She winks at me like she just outsmarted
Kevin). Listen, did I meet you at the
Verizon office in Everett?
Kevin: (God Bless
him): Uh, no, Ma’am. I’m in Atlanta.
Aunt L:
Oh, cuz I was wondering if you were related to the Cannizarro’s from Everett.
Me: Aunt L—give me
back the phone….NOW!
Me: Kevin…what
needs to be done next?
Kevin:
I’ll send someone out there tomorrow to fix the line. The test determined it was an outside
line.
It’s nice to help the elderly.
But if helping involves technology of any kind, be sure to come equipped
with a large reserve of patience.