It's been a full year since I've felt the need to rant, but this one needs to be aired.
I'm not a (totally) unreasonable person. I generally do a little homework and exhaust all online options and get really frustrated before I'll bother to open a Live Chat window with a company. I canceled cable a few years ago since I only watched the Food Network, and once they also started hosting reality shows, I stopped watching TV all together. Lately I've heard about several shows that might interest me, so I looked into the current price of cable.
I used to pay $60+/mo for cable without any premium channels. That $60 got me local plus the general "cable" stations like Food Network, History Channel, etc. I was looking for something low-end this time just to see if I'd even watch it enough to keep it.
I saw an online-purchase-only plan for $39.95/mo for 12 months, followed by $60/mo for the next 12 months, with a 2-year contract. Huh? I have to sign a contract to get TV? So I opened a chat window to ask. BIG MISTAKE. It went something like this:
"Chris": Welcome to Comcast. How may I help you?
Me: I have a question about a low-end plan for Cable.
Chris: Please wait while we establish a secure connection.
[Huh? Then why did he ask how he could help me?]
Me: When did you start a 2-year contract?
Chris: May I have your address so I can see if you are in our service area?
Me: I am, I've had cable before, I just want to start it up again.
Chris: May I have your address?
Me: Can you answer the contract question without my address?
Chris: May I please have your address?
Me: {address}
Chris: {opens a Move Window button in the chat window}
Me: NOW can you answer my question about the contract?
Chris: Please move the chat window so you can see our site.
Me: I can see your site. Could you please answer my question about the contract?
Chris: Please move the chat window so you can see our site.
Me: I CAN SEE YOUR FREAKIN SITE! Now, could you please answer my question about the contract?
Chris: Please move the chat window so you can see our site.
Me: Maybe I don't need cable after all. May I please speak with your supervisor?
Chris: Please move the chat window so you can see our site.
Me: Okay, then. You have now lost a customer forever. Thanks for nothing.
So, I guess I won't be getting cable any time soon. WHY is it so freaking difficult to answer a simple question? My money is on India and a script. But geeeeeez, why do I need to move a stinkin' chat window to see the web page when I've already read the web page and that's what generated my question in the first place? Why can't the guy (or was it a girl - who really knows?) just answer my question without having to use the site to do it?
Okay, yes, my fuse was a little short, but I didn't get the feeling he was even reading my questions. He was in auto-pilot, checking my address to see if I was in the coverage area, looking to see which services were available, etc. I already told him I was in their coverage area, having had cable in the past. Oh, but he wasn't reading that part. Sorry, I forgot. Ya know, he didn't even respond to my request to speak with a supervisor.
One of these days these companies are going to figure out that outsourcing their customer disservice departments was a BAD idea. Fortunately for me, I haven't watched TV in so long, I won't miss it if I never get it back. For other people, though, they are stuck with bad service and no options. When some other option comes along, I'll look into it. For now, Comcast is dead to me.
Saturday, January 21, 2012
Tuesday, January 4, 2011
Lines
Lines. We all dislike them, but you know what? If there is a line for something, it means there are more people wanting a particular service (demand) than that service can be provided (supply). So people wait their turn until they can be served.The next person in line is the next person to be served.
Same is true with traffic, but a little different. If there is a line, that means there are more cars that want to be somewhere than the road can handle, so people cue up and wait to merge. In general, "merge" works best with every-other-car, or, as a co-worker once said, "the zipper method". One car from one lane, one car from the next lane. Everyone keeps moving.
Let's examine the past hour of my life, where I encountered both of these situations.
First: traffic. I believe in the every-other-car merge. I ALWAYS leave a several-car opening in front of me to allow a car to merge into traffic. I also expect the car behind that one to merge in behind me. Instead, what happens most often is either (1) that second car trying to merge will speed up and zoom past the merging car so it can get closer to the front of the line. Or (2), the second car trying to merge will ride the bumper of the first car (the one I let in) and attempt to do a 2-car merge in front of me. This pisses me off. What sense of entitlement does this second person have that they can't come in behind me?
Let's move on to the people line. Standing in line at the grill for breakfast. Two people in front of me, one behind me. Cook is cooking. Two guys wander over and stand in front of the line. It's like none of us existed. As soon as the cook turned around to see who was next, these two guys actually stepped forward and started to order! The cook, thank heavens, looked to his right, saw the line, and addressed us instead. These two guys made no effort to get in line; they just stood there until the cook had asked all of us for our orders.
Now don't get me wrong. There are times I will gladly let someone in front of me, like at the grocery store checkout - when someone has only one or two items, I'll let them go ahead of me. Or in a long line in the ladies' room, I'll let someone with a small child go ahead of me. But other times? That line is there for a reason, and YOU don't get to decided you go first. The people already there before you get to make that decision. It's called civility.
I do not understand any of this, but the sense of entitlement, the sense of me-me-me, the inability to "play nice" is all starting to make me want to be a hermit and just stay home. Seriously.
Same is true with traffic, but a little different. If there is a line, that means there are more cars that want to be somewhere than the road can handle, so people cue up and wait to merge. In general, "merge" works best with every-other-car, or, as a co-worker once said, "the zipper method". One car from one lane, one car from the next lane. Everyone keeps moving.
Let's examine the past hour of my life, where I encountered both of these situations.
First: traffic. I believe in the every-other-car merge. I ALWAYS leave a several-car opening in front of me to allow a car to merge into traffic. I also expect the car behind that one to merge in behind me. Instead, what happens most often is either (1) that second car trying to merge will speed up and zoom past the merging car so it can get closer to the front of the line. Or (2), the second car trying to merge will ride the bumper of the first car (the one I let in) and attempt to do a 2-car merge in front of me. This pisses me off. What sense of entitlement does this second person have that they can't come in behind me?
Let's move on to the people line. Standing in line at the grill for breakfast. Two people in front of me, one behind me. Cook is cooking. Two guys wander over and stand in front of the line. It's like none of us existed. As soon as the cook turned around to see who was next, these two guys actually stepped forward and started to order! The cook, thank heavens, looked to his right, saw the line, and addressed us instead. These two guys made no effort to get in line; they just stood there until the cook had asked all of us for our orders.
Now don't get me wrong. There are times I will gladly let someone in front of me, like at the grocery store checkout - when someone has only one or two items, I'll let them go ahead of me. Or in a long line in the ladies' room, I'll let someone with a small child go ahead of me. But other times? That line is there for a reason, and YOU don't get to decided you go first. The people already there before you get to make that decision. It's called civility.
I do not understand any of this, but the sense of entitlement, the sense of me-me-me, the inability to "play nice" is all starting to make me want to be a hermit and just stay home. Seriously.
Thursday, October 7, 2010
The Good Ole Days
Yesterday, someone on Twitter asked what we'd do if the Internet suddenly went away. My immediate response was "I'd be out of a job", but after what I just went through trying to pay a bill online, I'm not so sure the lack of Internet would be so awful.
Caveat: I have never, ever, had a problem paying any bills, nor had a credit card declined, so this was all foreign territory for me. Being anal-retentive has its benefits.
Let's review the events of the past 2 hours:
I go online to get my invoice for the Water Club I manage for the department (in my spare time) and I see that my bill is past due. Crap, I forgot to pay it the end of last month. Now I owe for 2 months. No problem, we collect in advance, so we're covered.
Coworker: You might want to consider keeping all our money in checking and setting up auto-payments so you don't forget again.
Me: But we earn interest on Savings.
Coworker: Is it worth the $1 we earn to go through all this?
Me: I'll check on the interest and get back with you.
I go to transfer money from my Credit Union (CU) savings account into checking so my debit card (my ONLY debit card) will be funded. I forgot half the secret codes to get logged in to my CU. Third try I got in and did the transfer. Sigh.
I go back to the bill I need to pay, fill in the form with all the appropriate secret passwords and codes, and hit Submit.
"There was a problem processing your payment. Please try again later."
About 20 minutes later, I tried again with the same result. Sigh.
I called the company to see if they could tell me what was wrong. No problems with the payment service, so it must be my card. She checked and payment was declined.
Me: Okay, can you tell me why?
Her: No, I'll need to process it again to get the error code.
We do this, and she tells me my card was declined. [pregnant pause]
Me: Um, do you know why?
Her: No, you'll have to call your bank.
I go downstairs to the CU to see if they can tell me why my card was declined. Apparently there's a daily limit to a debit card transaction, and since I was trying to pay for 2 months, I'd exceeded it. She offered to bump my limit temporarily so I could run back to my desk and pay the bill.
She also noted that there was a $1 hold on my account by the other company. Apparently they do that to verify the validity of the card, and when mine failed, they put a lock on that $1, so I had to pay $1 less than the amount of the bill. Grumble.
Back to my desk. I log in to pay the bill and there is no credit card listed any more. Sigh.
I call the company back.
Me: Where did my credit card information go?
Them: Oh, we automatically wipe it out when a card is declined for any reason.
Me: But the card wasn't bad. There was a limit by my CU I'd exceeded.
Them: No matter - we treat them all the same for security reasons.
Me: Can you put it back?
Them: I can key it in for you, or you can key it yourself (read: start over).
I go back to the payment site and key it back in, setting myself up for automatic payments.
"There was a problem processing your request. Please try again later."
At this point, I was ready to scream. Yeah, it took me that long.
I unchecked "automatic payments" and it let me add the credit card back in.
I paid the bill minus the $1.
The remaining $1will be paid to them on the 15th of the month. Good.
Tomorrow I'll look into setting up automatic payments. My coworker is correct - this is not worth the $1 we earn each month on our Savings balance. Totally not.
So here I sit, 2 hours later, and I've just managed to pay a bill. I don't get paid to do this. I do this "in my spare time" as a service to my entire department. No one else wants the job, and they will pay me extra if I stop asking them to take it.
If we didn't have the Internet, I would have written a check to the water company, put it in an envelope, added a $.44 stamp, and stuck it in the mail box in our mail room. It would have taken about 5 minutes. This is a perfect example of why I still have a check book, and why some days I wish it was 1965 again. Okay, maybe 1977. My "good old days".
Caveat: I have never, ever, had a problem paying any bills, nor had a credit card declined, so this was all foreign territory for me. Being anal-retentive has its benefits.
Let's review the events of the past 2 hours:
I go online to get my invoice for the Water Club I manage for the department (in my spare time) and I see that my bill is past due. Crap, I forgot to pay it the end of last month. Now I owe for 2 months. No problem, we collect in advance, so we're covered.
Coworker: You might want to consider keeping all our money in checking and setting up auto-payments so you don't forget again.
Me: But we earn interest on Savings.
Coworker: Is it worth the $1 we earn to go through all this?
Me: I'll check on the interest and get back with you.
I go to transfer money from my Credit Union (CU) savings account into checking so my debit card (my ONLY debit card) will be funded. I forgot half the secret codes to get logged in to my CU. Third try I got in and did the transfer. Sigh.
I go back to the bill I need to pay, fill in the form with all the appropriate secret passwords and codes, and hit Submit.
"There was a problem processing your payment. Please try again later."
About 20 minutes later, I tried again with the same result. Sigh.
I called the company to see if they could tell me what was wrong. No problems with the payment service, so it must be my card. She checked and payment was declined.
Me: Okay, can you tell me why?
Her: No, I'll need to process it again to get the error code.
We do this, and she tells me my card was declined. [pregnant pause]
Me: Um, do you know why?
Her: No, you'll have to call your bank.
I go downstairs to the CU to see if they can tell me why my card was declined. Apparently there's a daily limit to a debit card transaction, and since I was trying to pay for 2 months, I'd exceeded it. She offered to bump my limit temporarily so I could run back to my desk and pay the bill.
She also noted that there was a $1 hold on my account by the other company. Apparently they do that to verify the validity of the card, and when mine failed, they put a lock on that $1, so I had to pay $1 less than the amount of the bill. Grumble.
Back to my desk. I log in to pay the bill and there is no credit card listed any more. Sigh.
I call the company back.
Me: Where did my credit card information go?
Them: Oh, we automatically wipe it out when a card is declined for any reason.
Me: But the card wasn't bad. There was a limit by my CU I'd exceeded.
Them: No matter - we treat them all the same for security reasons.
Me: Can you put it back?
Them: I can key it in for you, or you can key it yourself (read: start over).
I go back to the payment site and key it back in, setting myself up for automatic payments.
"There was a problem processing your request. Please try again later."
At this point, I was ready to scream. Yeah, it took me that long.
I unchecked "automatic payments" and it let me add the credit card back in.
I paid the bill minus the $1.
The remaining $1will be paid to them on the 15th of the month. Good.
Tomorrow I'll look into setting up automatic payments. My coworker is correct - this is not worth the $1 we earn each month on our Savings balance. Totally not.
So here I sit, 2 hours later, and I've just managed to pay a bill. I don't get paid to do this. I do this "in my spare time" as a service to my entire department. No one else wants the job, and they will pay me extra if I stop asking them to take it.
If we didn't have the Internet, I would have written a check to the water company, put it in an envelope, added a $.44 stamp, and stuck it in the mail box in our mail room. It would have taken about 5 minutes. This is a perfect example of why I still have a check book, and why some days I wish it was 1965 again. Okay, maybe 1977. My "good old days".
Monday, July 19, 2010
Honking Horn: The New Knock
Wow, it's been a long time since my last rant. Lately, by the time I've typed them, I'm over it, so I delete the post. But tonight ... not so much.
This is about basic respect for your fellow human beings. WHAT is the deal with people sitting in front of a building honking their horn? Are they there to pick up someone? If so, why not get out of the car and knock on the door?
What really gets me is when it's a father picking up his kids for the weekend. What kind of message is this sending the kids? I don't care if the father doesn't get a long with the mother. Show your kids enough respect to go to the door and tell them you are here.
When I was in High School (a loooooong time ago), my parents told me if the guy picking me up for a date didn't respect me enough to come to the door, then I wasn't going. Simple enough, right? I never even had to say anything, as the guys I went out with were decent guys.
Fast forward a lot of years, and I have people laying on their horns in front of my building because whoever they're picking up isn't coming out of their door fast enough. After the first honk, how about you get out of the car and knock on the door? You'll get a faster response since you'll be harder to ignore.
Side benefit: the neighbors won't call the police and report you disturbing their peace.
This is about basic respect for your fellow human beings. WHAT is the deal with people sitting in front of a building honking their horn? Are they there to pick up someone? If so, why not get out of the car and knock on the door?
What really gets me is when it's a father picking up his kids for the weekend. What kind of message is this sending the kids? I don't care if the father doesn't get a long with the mother. Show your kids enough respect to go to the door and tell them you are here.
When I was in High School (a loooooong time ago), my parents told me if the guy picking me up for a date didn't respect me enough to come to the door, then I wasn't going. Simple enough, right? I never even had to say anything, as the guys I went out with were decent guys.
Fast forward a lot of years, and I have people laying on their horns in front of my building because whoever they're picking up isn't coming out of their door fast enough. After the first honk, how about you get out of the car and knock on the door? You'll get a faster response since you'll be harder to ignore.
Side benefit: the neighbors won't call the police and report you disturbing their peace.
Monday, March 1, 2010
I Feel So Vindicated
From my Eats, Shoots & Leaves page-a-day calendar:
The confusion of the possessive "its" (no apostrophe) with the contractive "it's" (with apostrophe) is an unequivocal signal of illiteracy and sets off a simple Pavlovian "kill" response in the average stickler.
ETA (from the next day's page): The rule is: the word "it's" (with apostrophe) stands for "it is" or "it has". If the word does not stand for "it is" or "it has" then what you require it "its". This is extremely easy to grasp.*
* Emphasis is not mine. It is actually italicized like that on the calendar page.
The confusion of the possessive "its" (no apostrophe) with the contractive "it's" (with apostrophe) is an unequivocal signal of illiteracy and sets off a simple Pavlovian "kill" response in the average stickler.
ETA (from the next day's page): The rule is: the word "it's" (with apostrophe) stands for "it is" or "it has". If the word does not stand for "it is" or "it has" then what you require it "its". This is extremely easy to grasp.*
* Emphasis is not mine. It is actually italicized like that on the calendar page.
Tuesday, February 16, 2010
Open Letter to Montgomery County, MD
Dear Montgomery County, Md:
Your Helpless Desk is nothing but a source of endless frustration to the tax-paying populous. Here is my story, and I beg you to tell me where I went wrong.
I am anal-retentive. I pay my taxes on time. In December, I usually go to the online site and pay via e-check, but this time I was running early (EARLY), but didn't want to actually mail the check yet. I scheduled the payment from my bank to be paid by Dec 30th. They automatically mail the payment early enough to arrive by my Pay By date. I pay all my bills this way and have for years. Never had a problem.
Fast forward to this week, when I received a notice I was past due on my Property taxes by $10 + interest. WHAT?
I checked my statement, and the amount paid = the amount billed.
I checked with my bank, and the check was sent on December 24th. PLENTY of time to get there by the 30th, even with the Christmas holiday.
If I was out to defraud the County, or pay late on purpose, would I have picked the 30th to pay by, or do you think that would have been the 31st?
Today I went to the Web site to see what day you received my check, but that option is not available that I can see, so I decided to call the phone number on my letter. I was on hold for almost 30 minutes, and the person who finally answered only transferred me to the Finance department. The phone in the Finance department rang at least 25 times with no answer and no transfer back to the person who'd transferred me. #FAIL
I went to the Web site again, looking for a Contact Us link, and found it. I got an automated response saying I would only receive an answer if I'd checked the box that I wanted a reply. Excuse me, but if I am filling out a form to ask a question, when WOULDN'T I want a reply? #FAIL
So I went back to the form again, filled it out again, this time checking the box. What a PITA.
Then I tried calling again on the off-chance the transfer was handled incorrectly. After 15 more minutes on hold, I got someone who wanted to transfer me, but I yelled WAIT A MINUTE! and explained what had happened the last time. He gently explained he was just part of a call center, and this was all he could do. I had him give me the address for the Finance office in case I need to go in person on my day off next week. Got it.
Then he transferred me. The phone rang about 30 times before I hung up. #FAIL
I have a job. That job enables me to pay my property taxes. I need to actually WORK while I am at my job, and I cannot afford to sit on hold for an hour at a time on the off-chance someone will actually pick up the phone.
Now I get to spend all or part of my day off next week in line at the County offices to challenge this late fee. Is it worth the $10+ ??? In my mind it is, if only on principle. Grrrrr
I'll be sure to report back to my readers on how that experience goes next week. In the mean time, get your freakin' phone system fixed! If you cannot pick up the phone on a timely basis, have it go to a hold queue to be answered as the calls come in. Experiencing a high call volume? Fine, TELL ME, then give me alternate times to call, or the physical location to where I can go in person. You did neither of these today.
I hope I never need to call your Customer Disservice line again, because it sure is worthless.
Your Helpless Desk is nothing but a source of endless frustration to the tax-paying populous. Here is my story, and I beg you to tell me where I went wrong.
I am anal-retentive. I pay my taxes on time. In December, I usually go to the online site and pay via e-check, but this time I was running early (EARLY), but didn't want to actually mail the check yet. I scheduled the payment from my bank to be paid by Dec 30th. They automatically mail the payment early enough to arrive by my Pay By date. I pay all my bills this way and have for years. Never had a problem.
Fast forward to this week, when I received a notice I was past due on my Property taxes by $10 + interest. WHAT?
I checked my statement, and the amount paid = the amount billed.
I checked with my bank, and the check was sent on December 24th. PLENTY of time to get there by the 30th, even with the Christmas holiday.
If I was out to defraud the County, or pay late on purpose, would I have picked the 30th to pay by, or do you think that would have been the 31st?
Today I went to the Web site to see what day you received my check, but that option is not available that I can see, so I decided to call the phone number on my letter. I was on hold for almost 30 minutes, and the person who finally answered only transferred me to the Finance department. The phone in the Finance department rang at least 25 times with no answer and no transfer back to the person who'd transferred me. #FAIL
I went to the Web site again, looking for a Contact Us link, and found it. I got an automated response saying I would only receive an answer if I'd checked the box that I wanted a reply. Excuse me, but if I am filling out a form to ask a question, when WOULDN'T I want a reply? #FAIL
So I went back to the form again, filled it out again, this time checking the box. What a PITA.
Then I tried calling again on the off-chance the transfer was handled incorrectly. After 15 more minutes on hold, I got someone who wanted to transfer me, but I yelled WAIT A MINUTE! and explained what had happened the last time. He gently explained he was just part of a call center, and this was all he could do. I had him give me the address for the Finance office in case I need to go in person on my day off next week. Got it.
Then he transferred me. The phone rang about 30 times before I hung up. #FAIL
I have a job. That job enables me to pay my property taxes. I need to actually WORK while I am at my job, and I cannot afford to sit on hold for an hour at a time on the off-chance someone will actually pick up the phone.
Now I get to spend all or part of my day off next week in line at the County offices to challenge this late fee. Is it worth the $10+ ??? In my mind it is, if only on principle. Grrrrr
I'll be sure to report back to my readers on how that experience goes next week. In the mean time, get your freakin' phone system fixed! If you cannot pick up the phone on a timely basis, have it go to a hold queue to be answered as the calls come in. Experiencing a high call volume? Fine, TELL ME, then give me alternate times to call, or the physical location to where I can go in person. You did neither of these today.
I hope I never need to call your Customer Disservice line again, because it sure is worthless.
Tuesday, December 8, 2009
Daytime Running Lights
I wonder how many drivers of vehicles that are equipped with Daytime Running Lights (the headlights that turn on when the car turns on, so they are always 'on') are aware that they need to turn on their REAL lights when it gets dark outside. Apparently quite a few of them are NOT aware ... I drove home with three of them this evening. They had NO rear lights, and when approaching them from behind, the only reason I saw them was the reflection of my own headlights on the backs of their vehicles. So dangerous.
I think these vehicles either need to have a "it's dark, stupid, turn on your lights" indicator, or when people flash their lights at them, these unaware drivers should get a clue instead of flipping us the bird.
I am done, now.
I think these vehicles either need to have a "it's dark, stupid, turn on your lights" indicator, or when people flash their lights at them, these unaware drivers should get a clue instead of flipping us the bird.
I am done, now.
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