Lost in the System

After finding the packaging in the trash, Jack snapped a photo for reference and reached out to customer care to schedule a technician visit.

“Hello, it’s Jack. Earlier, I called for a technician without the order number. Now I have it. Can you arrange a visit? And the order number is PP8341256. ”

“Thank you for calling, I’ll check the details. ”

The customer service representative initiated a search but couldn’t locate the order.

“Hello sir, thank you for being on the call. Unfortunately, I am unable to find any details for the order number PP8341256. Can you please verify once again? ”

“How is it possible!!? I have the invoice! ”

Jack’s frustration grew as he repeated the number and demanded swift action

“It’s P-P-8-3-4-1-2-5-6! NOW, CHECK AGAIN!! ”

The customer care executive keeps his call on hold. Meanwhile, Jack felt an uneasy mix of emotions.

‘Why is this happening to me…I was happy just a moment ago and now this… oh god!!! Can I return this laptop and order some other time...
Maybe now it’s not the time I guess…What shall I do? ’

Before he deep dives into his thoughts, the customer care executive interrupted Jack’s thoughts.

“Hello sir, still on the line? ”

“Hello sir, please respond if you are still on the call ”

“Yeah, yeah!! I’m on the call... When will the technician come? ”

The representative’s repeated failure to find the order details left Jack feeling more irritated.

“WHAT ARE YOU SAYING... AND HOW’S THIS EVEN POSSIBLE? I PAID MONEY AND EVEN GOT THE LAPTOP AND NOW YOU ARE SAYING THAT YOU ARE UNABLE TO FIND MY ORDER DETAILS. I DON’T CARE ABOUT THAT, EITHER ARRANGE FOR THE TECHNICIAN TO FIX MY LAPTOP OR TAKE THIS LAPTOP AND RETURN MY MONEY I WILL ORDER SOMEWHERE ELSE!! ”

Despite Jack’s insistence, the representative couldn’t locate the order. Jack felt helpless,

“Now what shall I do? At least can you tell me if you can arrange the technician visit? Listen there is a glitch in this laptop I guess, I don’t want to do it myself and do something wrong... you understand right? ”

“Yes sir, I understand but, since I can’t find any details of your order, I’m afraid I can’t help you with the technician visit ”

“WHAT THE HELL ARE YOU SAYING??? I WANT YOU TO ARRANGE THE TECHNICIAN VISIT OR TAKE THIS BLODDY LAPTOP AND RETURN MY MONEY…!! ”

“Sir I understand your situation, without order details, we can’t arrange a technician ”

“ugh!! I don’t want to talk to you, transfer this call to your manager or some senior... I want to talk to somebody else... you are no good ”

“I’m afraid to say this sir, you will get the same answer from them as well ”

“I’ve told you that I want to talk to some senior or your manager… transfer the call right now! ”

Jack’s request was met with a protocol to raise a ticket.

“WH… WHY TO RAISE TICKET WHEN YOU CAN TRANSFER THE CALL? ARE YOU PLAYING WITH ME… LISTEN ALREADY I’M DONE WITH ALL THESE STUPID THINGS DON’T GIVE SOME NONSENSE REASONS ”

“Sir please understand once I raise a ticket our team do the root analysis and call you to give you a better resolution. ”

“Even after giving the order number, you are unable to do anything... after raising the ticket what will happen what else your team will check... tell them to do the check right now and give me the resolution ”

Jack was frustrated and defeated, but with no other option, he agreed to this procedure.

“Fine!, raise the ticket. Just send me the ticket number ”

Jack gets the ticket number writes it on the sticky note and sticks it to the fridge. He started to feel very bad and he wanted to cry, he sat down to calm himself and went to sleep to feel better. He looks at the clock the time is 1 O’clock and he says let me take a quick nap and then I will think about what to do next.

As Jack drifted off to sleep, it was like he entered the ShadowQuest game. Time passed swiftly from 1 p.m. to 3 p.m., then from 3 p.m. to 6 p.m. In the game, his character remained still, looking tense and lost in deep slumber. In this imaginary world, among all the stress, the character dreamed of a calm place with gentle winds – a peaceful haven away from chaos, where tranquility lasted forever.

When Jack’s eyes blinked open, the clock struck 2 a.m., and his stomach grumbled louder like a roaring beast, denying him further sleep. Despite his fatigue, his hands moved on autopilot, swiftly preparing a bowl of noodles. Devouring it hastily, he attempted to return to sleep, but sleep eluded him. Jack hesitantly reached for his laptop, unsettled by the earlier glimpse of himself on the screen, and decided to set it aside. Despite his efforts, sleep remained elusive.

The following morning, as he readied himself for work, the doorbell chimed unexpectedly. Surprised Jack, made his way to the door, only to find a man dressed in a dark blue uniform, flashing an ID identifying himself as the technician sent to repair his laptop. This unexpected sight startled Jack.