Tuesday, November 18, 2008

It Has Been One of Those Days

What has happened to customer service? To doing your job well? To actually getting things right?

It seems as though I have a full time job sometimes keeping up with the mistakes or issues that companies and service providers make. It is nothing new, but days like today really make me tear my hair out.

Today I had to bring out my inner "Bitch on Wheels." I not afraid to trot her out every once in a while.

Incident #1
You know all that crap that comes in the same envelope as your bill? That stuff that you just pitch in the trash when you pull out the bill for payment? Read it. Study it. Especially if it is in your credit card bill.

While this one could potentially be filed under "Buyer Beware," it really is one of those tricky things that companies pull hoping that the consumer won't notice. Fortunately, I just happened to notice the small print on my credit card bill that said "see enclosed notification for changes to your terms." Sure enough, when I fished it out from the bottom of the trash, there it was - a notice that our interest rate was going to more than double unless we "opted out" of the interest rate change. If you don't opt out - in writing - in the next two weeks, you are screwed.

It seems that credit cards are passing on their financial woes of extending credit to people who can't pay it back along to the people who can pay it back. Sure enough, when I called to find out WTF was going on, they advised me that it was "nothing personal" or even related to our account, which by the way we appreciate you paying so timely every month, but we are increasing rates for some of our customers.

I can, of course, opt out of it, but the second I use the card for any reason, then the rate automatically hops up close to 20%. No thanks.

In my mind, the credit card company loses on this one because not only do they now have to lock in my rate at the current low interest rate until I pay it off, but I also will no longer ever use the card again for any new charges.

Screw you AAA.

Incident #2
Remember my pretty new range top? The one that cost us a small fortune? The one that we have only had for a few months? It quit working.

I can live with that. We have a warranty on it. Things happen.

However, what I cannot live with is the fact that I have been waiting for 5 weeks to get it repaired. Not only that, when I called to find out WTF was going on, (are you seeing a pattern here?) it appears that my original service call and all resulting return calls were lost in space. No record of them at all. I paid $3,000 for a range top that worked for 6 months and they cannot even keep track of my phone calls? Now we start all over. Someone is coming out tomorrow to look at it, but I know that it is going to take a few more weeks to order parts, so I am back to square one.

Incident #3
I am convinced this is a case of "wait and see if they notice." We have had Verizon service for several years. One of the reasons we have had it is because we get a significant discount through Vern's employer.

I was straightening some files today and realized that somewhere around May our discount stopped. When I called to find out WTF was going on, it turns out that even though we are still entitled to the discount and it appears on our account, they just stopped applying it to our bills. No reason. Just stopped. It took several minutes to convince them that today was not the day that they wanted to tangle with me and that it would just be in their best interest to straighten it out and also give me a credit for the 5 months that they haven't been giving us the discount (which amounts to over one full month's bill). In the end, I got the credit and they increased our discount.

Seriously, this is not the week to screw with me. Vern is hiding in the shop all week. The dogs are begging him to take them with him. I suggest that if you see my name on your caller ID that you do not answer. Sometimes, I'm even sick of my own bitching.

Now, on to the next victim.

1 Comment:

Kristi said...

I'm sorry you're having one of those weeks. I am too! And I am going to steal your line about your name showing up on caller ID. Mark my words, it will be written into a email that I have to send today.

Hope your week gets better!