Here's another observation from reading my father's journals, this one from April 1963.
About 11 a.m. I went out to the car to go out to the Research Lab and the car ('57 Ford) wouldn't start. It was not firing at all. I spent the better part of the lunch hour convincing myself there was no spark. Blackie (the guard at the Building 37 gate) called the man from the GE garage who diagnosed it as a bad condenser.
Since he was not in a position to make repairs, I called the AAA for the first time in years. On the telephone I told the girl that it was not a dead battery and that the trouble had been diagnosed as a bad capacitor. I had hoped this would at least forewarn the man who came, even though he would no doubt want to make his own diagnosis. So in about half an hour he showed up with the question, "What's the matter? Dead battery?"
All he would do was to diagnose the trouble as a bad coil and tow me somewhere. I had him tow me to Dorazio's service station where I left the car to get yet another diagnosis.
Fifty years later and customer service experiences don't look much different. Especially if you try to give them information or ask them to go off-script. After much phone time and several questionable attempts at a fix, a well-known bank is still sending us multiple copies of each e-mail, and they are not interested in hearing what we already know about the problem.
