Blackberry: A lesson in customer service. (Italians please pay attention)

A while ago I wrote a post about the Fedex fiasco , I was trying to point out, that even a well oiled machine like Fedex grinds to a halt as soon as it crosses over the border into Bella Italia. Last week, the camera on my Blackberry Playbook ceased to work, I thought another fiasco was about to begin….

 For my birthday, my children bought me a Blackberry Playbook. It is a wonderful device. I use it to read English books, watch films, and to monitor the fat I am losing  I have lost two and a half kilos in the past 2 weeks. When I travel I use the playbook to keep track of my business expenses, price lists, quotations, e mails, gosh the list goes on. To be honest, Mrs Sensible tends to get a tad annoyed with me and the Playbook, because it is normally glued to my hand, as I read yet another book.

Playbook Pecora Nera

Disaster stuck on the 14th May 2013, the Playbook camera stopped working. I was devastated, I could still read books and all the other functions worked, but without the camera I couldn’t annoy Mrs Sensible, by filming her while she paints her toe nails or capture her admitting to one of the few mistakes that she makes.

Mrs Sensible is a bit camera shy.

Mrs Sensible is a bit camera shy.

My children bought the Blackberry Playbook in Meadowhall UK, the receipt is nowhere to be seen. I spent two days deciding whether to contact Blackberry, to see if they could fix it under warranty. The main stumbling points were A) I had lost my receipt, B) would my Playbook get lost in the Italian postal system and finally, C) Would my playbook be sent to Giuseppe Garybaldy in some repair clinic in Naples, never to be seen again.

I decided to phone Blackberry; I ignored the Italian helpline and instead phoned the UK helpline. Paula, one of Blackberry’s technical support staff, answered the phone. She asked me what the problem was. I began by explaining the camera fault; I then started to tell her how I had tried to fix the fault myself. I went into great detail, telling her I had researched the playbook forums and I had tried all the fixes, including holding down various buttons and forcing the playbook to reboot. I don’t think she was too impressed. I promised, I would never again  try to fix my playbook myself.

Paula told me she needed my Playbook to send her a report. She explained how to do this and promised to call me back in twenty minutes. What a nice woman!

Twenty minutes later, Paula phoned me and said it was a hardware problem, she said I needed to send my Playbook to their service centre. I could just visualise good ole Giuseppe Garybaldy with his screw driver and hammer, plus the next six months of asking “have you found my Playbook.”  I told Paula, that I had reservation about sending my playbook to any site within Bella Italia. I think I told her about my driving licence fiasco, and various other problems I have had with Italy. I even offered to pay the carriage, if she would let me send the Playbook to a UK repair centre.

Paula laughed, she said the Playbook needed to go to Germany. Ah the Germans!! I remember them from the sauna  Now that is a different story, the Germans are more efficient than the English. In fact, they make the English look like Italians when it comes to efficiency.  Paula said, she would send me a box with instructions, I was to put my Playbook in the box, complete the form and ask DHL to collect the box. There was nothing to pay; what a nice lady!

Honest I did a google search for German efficiency and this came up

Honest I did a google search for German efficiency and this came up.

The following day, Paula E mailed me and asked “have you got the box?” I had a quick scout around my office and reception, I couldn’t see it.

I asked the accounts lady “I search box, this big, you see?”

COSA? (WHAT?)

I asked the company secretary “box, like this, DHL, errhh you see?”

She gave me a ten minute explanation, which I didn’t understand, but I nodded my head as though everything was as clear as mud day.

I e-mailed Paula to say, sorry but the box has not arrived. As I pressed the E mail send button, I wandered of to the coffee machine, and there on a shelf was my box. Of course it was there, I work in an Italian office and of course, I should expect my box to be hidden.  This is why Italy grinds to a stop; no one knows who moved what or why.

I watch movies while I cook, Please note, the playbook stand in use is not a Blackberry authorised stand.

I watch movies while I cook, Please note, the playbook stand in use is not a Blackberry authorised stand.

I placed my playbook in the box and sent it back to Blackberry. I was wondering, how I was going to cope without my playbook; would the DT’s set in? Would I have to watch Italian television? 24 hours later, DHL delivered a brand new Blackberry Playbook.

Paula phoned me and asked if it had received my brand spanking new Playbook, she asked if she could phone me on Monday to make sure the Playbook was working and to make sure I was happy. What an incredibly nice woman!!

I am not sure where Paula is based, but I sent her, a link to the Fedex Fiasco. After lunch I checked my stats, lots of hits on the Fedex Fiasco and 72 visitors from Portugal. Now if I was a betting man, I would say the lovely lady from Blackberry is based in Portugal.

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Italian Customer Service

Italian Customer Service: Bang head on wall

My UK driving licence has finally expired. The grubby bit of paper the Italians gave me as a substitute, has also expired. My bicycle has a flat tyre.

I was told not to worry, that the temporary substitute licence had expired, as it is normal in Italy and the police will accept it is just another Italian cock up. The important thing, I was told, is to have with you the medical form, that proves you are fit to drive.

That kind of says everything there is to know about Italy.

Do you have a valid driving licence?  No

Do you have cervicale? mm maybe

Links to past driving licence fiasco

Part 1

Part 2

Part 3

Parts 4 to 349 will follow over the next 5 months, groan

 

 

84 Kilos and counting

I am going on a diet, there I have said it. It is now out in the open and I will probably regret telling you.

I have decided to lose some a lot of weight because, I have read:-

Cognitive reflection’s funny post about joining a fighting class, in the hope of losing some weight and nearly getting himself thumped.

Also Duffer’s thread on the British Expats forum, entitled Fat people I need some help.

And finally, because I caught a glance of myself, in the mirror as I left the shower. I managed to realise it was me, before I started shouting to Mrs Sensible, “Help help there’s a naked fat man running amok in the house”.

I apologise that this is not a very Italian themed post, and I will try not to get too graphic.

didn’t think it was possible for a simple bathroom fixture, for example a set of weighing scales, to induce a near heart attack. But they did. This morning I weighed myself at seven in the morning (84 kilo), ate a little breakfast and just before I cleaned my teeth I weighed myself again. One small bowl of cereal using low fat milk had increased my weight by two kilos. TWO KILOS!!!, as I stood in the bathroom thumping my chest trying to restart the heart rhythm, I kicked the scales and then stood on them again; the scales dropped from 86 Kilos down to 80 kilos. So the foul tasting low fat milk really works.

The bathroom weighing scales have been thrown in the bin.

I have now successfully completed 24 hours on my diet; no chocolate, wine, biscuits or beer have passed my lips.

My favourite biscuits and Chocolate. Did you know Fiesta bars are 8% alcohol?

My favourite biscuits and Chocolate. Did you know Fiesta bars are 8% alcohol?

Full of good intention this lunch, I went for a walk to the local café. I normally drive home and raid the fridge and drink a little wine. However while I was sat drinking my low calorie drink, Mrs Sensible called me with the “where are you and have you eaten the salad I left in the fridge for you?” Ooops, I tried to pacify her, by explaining about my 12 minute walk and that I wasn’t drinking a glass of wine. Needles to say she was not very impressed. I am glad I didn’t mention that it was so hot I was eating a Magnum to cool down.

Tasty but 15.5 grams of fat

Tasty but 15.5 grams of fat

I have also invested in a brand new set of weighing scales, not the old spring type that you can achieve your desired weight by leaning slightly to the left or the right, but electronic ones. They not only tell you how heavy you are, they also tell you how much of your body, is pure unadulterated fat. I am not sure if it distinguishes between fat and saturated fat, I know from the Magnum bar that there was 15.5g of fat and 11.2 grams of dreaded saturated fat, in that cooling delicious ice cream.

My scales are posh, but this is a better picture

My scales are posh, but this is a better picture

Because the new weighing scales are complicated and the instructions are in Italian, I have used google translate to understand the user instructions. The, input your height and age, so that it can work out my height to weight ratio so that it can work out how fat I am allowed to be was easy. I have thought about lying to it and imputing that I am six foot three, and then telling the truth after I have lost a bit of fat. But as a black sheep I know I will get caught. After the input instructions, the Google translate sounded a little strange, it started babbling on about standing on the scales buck naked so the scale can electrocute my feet by battery, to work out my fat and water content. I might have to ask Mrs Sensible about that one.

Apart from scratching and laughing the only exercise I do is walking to and from the car. Before you lot start shouting, I did spend the weekend digging the vegetable plot over, and then two days walking around like an old man, moaning every time I had to stand up.

So please use the comments for advice on how to lose weight.

Read, help and criticise…

Englishman in Italy

Ok girls and boys, I have been invited to submit a post (under 1000 words) to a newspaper and after a long think, bearing in mind I can’t use lots of pictures, this is the one I will send. Unless you have a better idea.

I would love any feedback, you can be critical and I won’t be offended. I might just un-follow you  🙂

Grazie PN

Today is back to school day for most of the children in Italy. My Italian wife, Mrs Sensible is a primary school teacher. This year the Italian education authority thought it would be a good idea for her to teach English, mathematics and music in a school five villages away and English and Italian in a school six villages away. My wife seems to spend half her life driving from one school to another.

While I sit here typing this blog Mrs Sensible is colouring in posters for her new classrooms. The little quip I made about, I hope you have finished all your work before you started colouring in your pictures was almost met with physical violence.

I too have to go to school; Mrs Sensible has forced me to go to the local evening class to learn Italian. I suppose forced is maybe a bit hard, my mum forced me to school by threatening me with the slipper, Mrs Sensible used the “If you want to stay in Italy you need to learn the language or maybe we should just go back to the UK” threat.

I have never found my lack of Italian to be a huge problem, I can order wine and grappa. I can also request the cost of items at the local shops. In fact my lack of Italian has been quite useful, Scusi, io inglese, mi dispiace non capsico, (Sorry, I am English I don’t understand)  has saved me from buying expensive items or helped me escape from street traders trying to sell me bags and belts.

So, as my good wife had become exasperated with being my interpreter, she enrolled me in a basic Italian night class run by the local municipal for stranieri (immigrants). The teacher Maestra Piera is in her late 50s. Her eyes glitter with excitement as she explained to my wife that if I want to learn Italian, all I have to do is listen to everything she says. Oh and importantly attend her class regularly. This seems far removed from the way I was taught in school. I seem to remember it took the threat of the cane and detention for me to apply myself to the lessons.

On my first lesson, I was determined not to draw attention to myself. I quietly entered the classroom and walked to a desk at the back of the room.  As I started to sit down, Maestra Piera pointed at me and announced to the class “Lui e’ Inglese, si chiama Peter.” (He is English, his name is Peter) She then pointed to a desk at the front of the class and shouted “Vieni Peter, vieni qui.”  (Come Peter, come here) The horrors of my former school life quickly returned as I slowly dragged myself to the front of the class and sat down in the desk that is normally reserved for the naughty boy. I was beginning to wonder if I would have to produce a sick note signed by my wife when I decided to skip a lesson.

The classroom is the same as any schoolroom that I have sat or stood in the corner of. The only difference is the desks are scored with graffiti in Italian, Giuseppe Ti Amo Loradana. (Giuseppe loves Loradana) As I sat waiting for the lesson to begin I started to thumb through my new Italian – English dictionary, wondering if my homework would include backing it in brown paper. As I sat there wishing I was somewhere else I become aware of all the different languages that were being spoken in the room Russian, Ukrainian and a lot of French but no English.

We started the first lesson with a simple subject. How to change a singular noun into a plural noun, while remembering to change the article at the same time. We also needed to remember that the rules are different for male and female gender nouns. Not only is it mind-boggling, but all the explanations the teacher gave were in Italian. Logarithms without a table or calculator would have been easier. It wasn’t until I showed Mrs Sensible my notes later that night, that I became aware of what I had been listening to for the previous two and a half hours.

At one point during the lesson Maestra Pierra looked at me and said with a huge smile and a nod. “Peter hai Capito?”  (Peter you understand?) I slowly shook my head no. Huge mistake! She walked to my desk smiled at me, leaned in close and raising her voice to a shout proceeded to give me the exact same explanation, once again in Italian. “Oh ok ok io capisco” (Oh ok ok I understand) I said. I never made that mistake again.

In the early lessons I think Maestra Piera thought I was her perfect student. I never asked her to repeat anything twice and I wrote down almost everything she said. It was only later that she understood how badly I was progressing in her lessons. One of the problems with the lessons, was I didn’t understand Italian therefore I didn’t understand the teacher. The second problem was the class had a massive mix of abilities. There were the French, Spanish and Romanians who with their Latin based language could argue with the teacher over the correct structure of a sentence and then there was me who needed pictures of cats and dogs with gatto and cane (cat and dog) printed beneath them.

I struggled through two years of classes with Maestro Piera and I know it was as much a struggle for her as it was for me. The symbolic certificate she gave me saying I had attained level 2 in Italian was presented more for my dogged attendance and also to make sure I didn’t re apply for a third year.

 

**Thanks for the suggestions, I have updated the post. So if the comments below don’t make any sense, it is my fault.

Part 3: How to swap a UK driving licence to an Italian one in 340 difficult steps

Englishman in Italy

Englishman in Italy

Quick update to part 1 and part 2

So I have just received a telephone call from Mr Cretino, the man who is supposed to be transferring my UK driving licence to an Italian one. To be honest I do not receive many calls on my Italian mobile, normally the caller is Mrs Sensible asking what sort of trouble I am about to or are in. Sometimes Vodafone or one of the other networks call to try and get me to swap carriers, but they give up as soon as they here…. Io sono inglese!!

This afternoon Mr Cretino called, so I asked Luagina the secretary at work to talk to him. The long and short of it is, when I married Mrs Sensible we hyphenated our surnames. It was all my fault I wanted to add her Italian surname to mine.

I am the proud owned of a mix of official documents, some in my birth surname and some in my adopted Italian hyphenated surname name. Mr Cretino is more than a little confused, as is his office.

As I type this, Mrs Sensible is trying to resolve the situation. I somehow have to prove I am both the pazzo inglese with the hyphenated name and also the pazzo inglese with the birth surname.

An update is sure to follow tomorrow.

 

P.N

Part 1

Part 2 

Part 4