Now that “Guitar Hero” has made “* hero” ubiquitous (in the same manner as the iMac:i*), I’d like to suggest a new role playing game:
Help Desk Hero
In HDH, players would buy products that fail in unique and frustrating ways. Through playing the game, you would go through the process of finding technical support — resulting in either a free, partially free, or repair at cost. Players would begin with a few basic abilities, with different durations and cool downs. Over time, players improve on their abilities such as reaching an actual human customer service agent, or reducing the time it takes to troubleshoot and define the nature of your product’s failure. Ideally suited to the RPG genre, it relies on chance and the passing of time. Sample beginning abilities:
- find receipt
- check warranty card
- find serial number
- find support telephone number
‘Find receipt’ might take anywhere between five minutes and several hours -forcing the player to use their follow up ability, ‘clean apartment’, or ‘file old receipts’. There are so many possible outcomes, and players would juggle simultaneously failing products – HDH is bound to provide hours of entertainment. The best part is, the game draws from players’ real life technical support experiences.
Potential Game Scenarios
- You reach a live customer service agent whose English you understand – but they dislike your tone of voice and hang up – forcing you to call back until you get a different agent or the hours of business force you do give up seeking technical support on that particular product for the day.
- You randomly have to choose between calling technical support and searching Google/Internet forums for people with a similar issue. Initially, searching forums would promise faster results, but eventually you realize you can’t define the problem well enough and are forced to the manufacturer’s website to find the support telephone number.
I was ‘inspired’ to invent this game because I often seem to have the worst luck with failing consumer products. My first 80GB PS3 came with a graphical glitch that was not well documented (on the Internet) and took hours of troubleshooting to determine that the problem was with the console and not its environment. Today, my Xbox 360 sported a single, flashing red light and displayed “E 76″ on-screen. I did my due-diligence and thought for sure that a console manufactured in February 2008 made it past the absurd quality issues with earlier production runs. I spent 27 minutes on the phone with an Indian gentleman, who insisted upon using my first name frequently. He was polite and asked/said everything a good help desk person should say, although I had to focus a little harder than usual to understand his English. I was especially appreciative when he gave what sounded like a legitimate, non-western name.
Perhaps what I resent the most is when plebian consumers are forced to deal with the manufacturer’s help desks – even when we pay a brick-and-mortar premium. Gamestop is under a quarter mile from my apartment, why can’t Microsoft just contract with them to process RMAs? I want a new one now, not a month from now. I kept it in a well-ventilated area, it’s not my fault the goddamn thing died. A free month of Xbox Live Gold does not make up for lost time playing single-player games.