A few Sundays ago, we heard the Gospel about the widow and the unjust judge (Luke 18: 1-8). The widow hounded the judge to hand down a fair ruling, and although he admitted he was inclined to do otherwise (because he was corrupt), he did in fact rule fairly because of her persistence.
We’ve been going back and forth with tech support for TheKid’s continuous glucose monitor all month. Several times a week, in the wee hours of the morning, something fails in the app that receives glucose data from the sensor TheKid is wearing.
I have a background in software testing, and I knew this was a software issue pretty early on. I’d already ruled out problems with Wi-Fi and Verizon’s 4G network before calling Tech Support. Hubs was sure that these issues had all started when TheKid upgraded his phone to iOS 10.
I also knew that it’s important for the Tech Support crew to verify that these problems are not on my end. So I started recording the dates and times when these issues happened.
And I started calling tech support. I was going to let my persistence do the talking–like that widow from the Gospel.
I don’t mean to call this company “unjust” at all. They’ve actually been very helpful. But even though I know that Tech Support needs to make sure this is not just user error, I’ve been frustrated. And sleepless, which makes the frustration harder to deal with.
In the mornings when I was up at 4:30 in the morning because of that app issue, I’d call Tech Support. They’re there 24/7, and there’s no wait in the queue at that hour. I dutifully wrote down all the things they wanted us to try, and made sure we tried all of them before calling again.
Last week, they called me. And it was one of the more-helpful Tech Support people, who listened to my spiel about what I’d been told to try and what the results had been, and to my observation about what exactly is happening with this app.
It freezes. It freezes so hard that the display on TheKid’s phone shows the time of day that the app freezes. Meanwhile, my phone shows a “NO DATA” alert along with the correct time of day.
This is definitely an app problem.
After a 30-minute conversation, I offered to try to get photo evidence of what’s happening. This may be the only way to prove my case that the app needs repair.
This morning, I got the photo.
That’s my phone on the left, showing 5:59 AM. His phone says it’s 5:47. That’s when the app froze.
I have an email address for Tech Support, a support ticket number, and a photo. I’m sending that photo along with a summary of the problem and hoping that this time they’ll see what I see and know what to do to fix it.
If not, I’ll keep calling them when that “NO DATA” alert wakes me up at 4:30 in the morning.