Trying to get email frequency changed, and trying to get Rob tested for his driver’s license at the DMV, and trying to find out from my health insurance where I am allowed to take William for an x-ray, and trying to understand my tax forms—all of these things are making me feel helpless and frustrated to the point of violence. I am TRYING to do things RIGHT, and it feels like everyone who ought to be motivated to LET or HELP me do things right is SHRUGGING while they MAKE LIFE HARD ON PURPOSE. Other people POSSESS the information for doing it right; they allege that they WANT to help me do it right; their very JOB DESCRIPTION is to help me get things right; but when I ASK THEM FOR THE INFORMATION, they decline to give it out. *pant pant*
Like, the insurance. Again and again and again, the insurance company cautions us that we MUST check with them to find out where we can have tests done. “Check with us! Check with us! JUST CHECK WITH US!!!” So I check with them, and they say, “Hm, I don’t see anything within 50 miles.” I check back, because surely this can’t be right. I live in a small town, but we are within half an hour of two largish cities. There is not ONE SINGLE PLACE within 50 miles I can take William for an x-ray? I receive the response, from a different person. Of course there are PLENTY of places! I can take him to either of these cancer-specializing x-ray places in a neighboring state. Well….but this is just an x-ray to take a look at his ribs, because one side is sticking out weird.
You know what would make SO MUCH MORE SENSE? If my DOCTOR were the one to tell me the best place to take William for the kind of x-ray the doctor wants. Wouldn’t that be SO MUCH MORE MAKE-SENSEY?? So why are we doing it this STUPID way, where I have to talk to a customer service representative who tells me to use their web site for this, and then when I use the web site I get “no results within 50 miles,” so then I use their “Email us!” button and get “Don’t be silly, you can go to the oncology department in the next state!” Wouldn’t it be better to use the x-ray machine that is part of our pediatrician’s practice, in the same building? No, that is not covered. Do it the REALLY REALLY EXPENSIVE AND DIFFICULT OUT-OF-STATE UNNECESSARY-SPECIALIST WAY.
What makes it worse is that I have now tried to get my question answered THREE TIMES, and yet I am certain I have not yet received the correct answer. I am certain my insurance company does NOT want me to go to a cancer specialist in another state to have my son’s ribs x-rayed for non-cancer-related reasons. I am certain of it! I am certain that this is an issue of lowest-level customer service not caring very much about getting me the right answer, and/or not knowing how to access the right answer. But having to go back AGAIN and AGAIN just to try to get the answer they should be giving me in the first place is what makes me feel like smashing my coffee mug into the mouthpiece of the phone.
Or let’s talk about the DMV. A teenager getting his driver’s license is such a big and important and exciting and scary milestone, and I would like to non-thank our DMV for making the process as hellish and horrible and frustrating and lie-awake-at-night-processing-the-clerk’s-startling-brusqueness as possible. Really: exceptional work there.
Today we are going back for our THIRD ATTEMPT to have Rob tested. That is, he has not yet been tested. This is our third ATTEMPT to get him tested, which turns out to be like solving an impossible level of a video game: first double-jump on the blue square, then a jump-flip over the alligator, then bounce off the walking mushroom, aiming for the next floor where you have to punch-smash the tree, and…shoot, small error, start all over at the beginning.
And this is with a parent (I am talking about myself here) who goes online, studies all the instructions on the DMV’s site, makes lists of every piece of paper we need, prints out all the forms, fills them all out, puts them in order on a clipboard, makes a master list of everything that should be on that clipboard, checks the master list against the contents of the clipboard. TWO TIMES we have been sent away anyway. Today is our third chance. If we don’t make it today, you will know because you will think your ear is ringing. But that will be me.
Here is a sample interaction with the DMV clerk:
Clerk: Let’s see your forms.
Swistle: Okay, here is the….
Clerk: This box needs to be checked.
Swistle: But it says to check it if he’s applying for a REPLACEMENT li…
Clerk: We need this box checked.
No explanation. No “I know, it seems misleading, but for some crazy reason that’s also the box they use for new licenses.” No listening to my reason for not checking the box. Just a brusque interruption in an unpleasant voice. She seriously interrupted me EVERY TIME I TALKED.
Clerk: Where’s the birth certificate.
Swistle: Let’s see, here’s the…
Clerk (taking the wrong piece of paper out of the pile Swistle is looking through): Nope. This is a copy.
Swistle (who hasn’t yet noticed clerk’s error): It’s a certified copy! It said it could be a…
Clerk: Nope. See right here: it says VOID.
Swistle (seeing problem): No, you’ve got the wrong…
Clerk: Nope, won’t work.
Swistle: HERE is the certified…
Clerk (no concession, just moving to next form): You need the driving school written here.
Swistle: They told us we should first ask you…
Clerk: We need it written here.
She was HAPPY to turn us away. She was HOPING to turn us away. I wanted so badly to shove her to the ground. Just one really sharp sudden SHOVE. Or I wanted to record the whole exchange and post it on the internet, and then send her a link to the comments section.