Generally speaking, I am a big fan of Gmail, the free email service provided by Google. Their spam blockers seem to be more effective than what I have experienced with Hotmail or Yahoo. I also have found that they allow larger file transfers when sending attachments, which is great when I am sending pictures to my mom of the kids. Additionally, I appreciate the chat feature also offered, where I can talk to other contacts that have Gmail accounts right out of my email account page. It makes having a quick conversation with my mom when checking my email, if she happens to be online at the same time, super simple and convenient.
However, recently, I experienced a huge con in having a Gmail account that has made me re-think the benefits of their service, and felt it was something that other spouses, in similar situations, might appreciate a warning, so my experience does not happen to them.
My husband is presently deployed. He is in the Navy, and halfway through this current deployment with his ship. For those of you who are unfamiliar with Navy ships, during periods of time when a ship is out traveling, a girl’s best friend is her spouse’s email address. From what I have experienced, during those times when the ship is not in port, the only contact I have had with my husband has been, via email. As I am sure you all know, or would assume, due to security reasons, sailors are restricted to using their ship address for emailing family members, just as they are restricted from surfing certain types of websites, and from what I am familiar with, instant messaging programs are also a big no-no.
Over the last week or so, my husband has found certain times throughout each day, where he has been able to sit at his email and communicate with me. So over the course of the week, we have been having email conversations, that are very much like instant messaging, for anywhere from one to two hours at a time. Of course during that time frame we have been discussing our family, financial things, checking on how we are doing, etc., so our email conversations have generated lots of responses. I have several emails sitting in my inbox now which have 60 plus replies attached to them.
After about a week of these email conversations, there was an afternoon where my husband and I were chatting, and discussing my daughter’s plans for her summer trip back home. During that time we sent approximately 20 emails to one another. When we were finished, I inadvertently closed my web browser. However, I had a few other emails to send out, so I reopened my web browser and I attempted to log into my email.
What I got, was a lockout page, which advised me that due to my excessive and unusual account usage, my email account had been disabled for an in determinant amount of time. There was also a link for customer support attached to the page. Of course, I was extremely frustrated. Here was my only way to communicate with my husband, and unlike a lot of people I know, I don’t have multiple email accounts. I rely solely on my one Gmail account to correspond with not only my husband, but also family and friends.
Gmail’s customer support page consisted of an email address where you can submit an incident report. Great, but I am locked out of my email account. Not to mention the fact, that I happen to be one of those people who prefers live communication when dealing with a computer based support issue. However, I created a second email account, and submitted an incident report.
What I got back was a cookie cutter response apologizing for my inconvenience, and offering me very broad suggestions on how to reconcile the lock out. IE: clearing my browser cache. However, my lock out was due to the “excessive” emails I was sending and receiving from my husband. So I did some further research, and found a contact number for Google’s headquarters, thinking I would be able to get some kind of resolution by calling them directly.
Unfortunately, right in their recorded telephone greeting, Google’s corporate office clearly states that they offer no live support for Gmail customer service issues. I figured I would attempt to talk to someone, thinking if they have a way to monitor my account, and see that there were multiple emails being generated to and from my account, perhaps, they would be able to see that the emails were all between me and one other account, that I wasn’t spamming and in fact, the email address was a .mil address.
Of course, because we are presently stationed in Hawaii, by the time I contacted Google by phone the first night, they were closed for the evening, so I was left to attempt contacting them again in the morning, if my account as still locked down. Which of course it was. When I called their customer service number the following morning, I calmly explained my plight, prefacing it with the understanding that I read their terms of service, and also had listened to their recorded greeting and that I realized they had no live customer support for Gmail customers, but that I was frustrated due to the lack of resolution that I received via online support, and emphasizing the fact that I was being prohibited from communicating with husband, who is a deployed Armed Forces member.
I was apologized to and asked to hold. Ultimately I was left on hold for about 20 minutes, and then the line was opened again, I was hung up on. This of course prompted a second phone call. Where I again re-iterated my situation, made mention of the previous phone call attempt with their customer service line, and voiced my frustration with the fact that not only was I locked out of my email account for trying to talk to my husband, that I was given no reliable way to try and resolve the issue, either through their web support, or via live customer service. The outcome of said phone call was that this second customer service rep advised me that he would pass my complaint on to his supervisor, and he too hung up on me. Needless to say, I was unable to have my account unlocked. It remained inaccessible for 30 plus hours. During which time, I was not able to communicate with my husband.
I think it is important to advise as many military spouses as I can, of this unfortunate experience. It would be upsetting for me to find out someone else underwent the same kind of experience and frustration with their email provider, merely because of some restriction that would disallow them from having a lengthy email conversation at one sitting with their deployed spouse. Moreover, I would urge those of you who use Gmail as your email provider to keep in mind my recent experience, so that emails do not become lengthy with response attachments, thus creating an opportunity for your email account to be subject to the same kind of lock down.
As stressful as deployments can be, it seems silly to endure additional created stress caused by an inability to communicate with a spouse, because of something as petty as email restrictions.
via MissAntonia
