Sutori - Stories Tagged With 'service'

Royal treatment

Thu, 03 Aug 2006 15:25:35 -0700

When I was in Japan on vacation a couple of years ago, I was amazed at how much better the service was in Japan than in North America. One in particular stands out, the Royal Park Inn Nagoya. It wasn't that the rooms were any better than anywhere else, but what stood out was the check-in service. I arrived by train at the end of a long day of sight seeing. There were a few people checking in but when I walked up to the counter someone immediately came out of the office to help me. I had reserved online so no need to fill out any information. After asking my name, the clerk provided my key letting me know that it was away from the elevator and in a non-smoking room as I had requested (they actually paid attention to the request). He asked if I needed help with my bags but I said I was okay. He then asked whether I would like to have some complimentary cold beer or tea. I thought a cold beer would be nice. He saw my hands were full with my luggage and suggested they could bring them to my room if I wanted. I arrived at my room and had just put the luggage down when there was a knock at the door. The clerk who had checked me in, was there with a couple of large bottles of cold beer. Most hotels have cold drinks in the little mini bar but it was the personalized service by the person who checked me in that impressed me most. One of the few hotels I can remember from my travels. I'd definitely book that hotel again.

hooray for Aquabrass

Tue, 15 Aug 2006 19:48:53 -0700

I recently renovated my bathroom and had nothing but bad luck: granite took 16 weeks to deliver,toilet bowl was b/o,contractor was always behind schedule... I purchased a faucet for my sink at a specialized boutique my idiot of a contractor dropped the spout and put a big gash in it, went back to the boutique and was told there was nothing they could do about it (so much for specialized boutique) called the 1-800 number on the box and after explaining the story to the customer service guy (I told him the truth!!!) he had a new spout sent to me. no questions asked, no hassel, no jumping through hoops. just good old fashion honest customer service.

That small but apriciative effort, was actually an investement for them because from now on when ever I will renovate I will install aquabrass fixtures.When ever anyone mentions the words I need a faucet I will gladly tell them my story. what ever I can do to promote thaty company I will

thanks AQUABRASS

Guilty of Being Loyal?

Tue, 22 Aug 2006 17:45:15 -0700

Why is it that when you fly on points with Air Canada, they seem to want to make you feel guilty for doing so during the whole experience.

Despite it being plainly clear that you are a frequent flier (elite or super elite designation, usually), as soon as you have a reward ticket that means that all staff should be unfriendly, unhelpful, and overall generally indifferent to the fact that you are on this planet.

Why?

Shouldn't the reward travel experience be the best part? Shouldn't they give you free cookies, free upgrades (if available), and celebrate the fact that you earned this trip, earned it through dozens of horrible business flights through crazy itineraries, dirty airports, car rentals and long drives, etc.?

They gotta rethink it. I want to have fun on reward travel (usually holiday time). Traveled to Asia and they just made me feel worse and worse at every touchpoint... perhaps i should have apologized to the staff members for cashing in my miles?

When is big not always better?

Mon, 11 Sep 2006 16:35:34 -0700

I used to deal with a small technology shop in Vancouver. They're called Blast Radius. They used to be friendly, accommodating, affordable and humble. I didn't have any professional dealings with them for a few years.

Recently however, I had an opportunity to work with them. To my chagrin, they don't seem to be the same company. I noticed a distinct arogance amongst the client team to the point where I didn't feel like a client or partner, simply a source of revenue. As for the price? Unfortunately, they have priced themselves right out of some smaller projects - not that they seem to mind.... I suppose they aren't interested in the small projects anyway (this is reinforced by their tendency to over-complicate the simplest of tasks).

Overall, I feel really disapointed in a company that I used to cheer for and now find myself feeling alianated by them :-(

Friendly no-fee banking

Wed, 27 Sep 2006 11:21:46 -0700

My first bank account was a VanCity Fat Cat account back in the '80s, and I continued to bank there until just a few years ago when PC Financial and ING began leading the no-fee banking movement. I liked the way VanCity marketed itself, but I found the actual experience of banking there less than satisfactory.

Today I'm with Coast Capital Savings, whose marketing is easily as good as VanCity's and whose policies and customer service are infinitely better. I pay no fees to access my money, and for the first time I actually like going into the bank. I don't know if their business banking is as good, but I've been very impressed with their personal banking.

Refunds are cheaper than bad press

Tue, 16 Jan 2007 08:07:11 -0800

3 months and 17 days ago, I signed up for a service called Open BC (soon to be named Xing) as it was recommended as a great resource for business networking. I foolishly signed up for the pay version of their service to access some additional user groups, and like EBSQ, they have a subscription service that automatically renews. BUT unlike EBSQ, when I got my renewal notice and I asked to close my account and to be refunded as soon as I was notified of the charge, I was told time and again that I had to cancel 14 days prior to my renewal date and that they could not give me a refund. Well yes, I was the dummy for missing this in their TOS. Our TOS informs people about recurrent charges, etc, as well. But when an unhappy customer requests a refund, you'd better believe I give them what they're due! It would be incredibly stupid not to!

I find it both ironic and sad that a company that supposed to be all about business and networking and learning from each other's business practices doesn't know this simple addage: the customer is always right. Along with the corollary: bad press costs you more than a refund.

The company stopped corresponding with me until another blogger (Stowe Boyd, and thank you for your intervention, btw!) wrote to them with my complaint. Someone else at their "customer service" replied that since it was past their deadline, they simply could not refund my dues which covers me for another three months. Could not? What utter BS. Call it what it is: they WOULD not. And of course, they are back to not answering my messages again.

Among other things, I also could not remove my credit information from their site. That alone is a reason to avoid this company.

If you feel the need to do business networking, go with LinkedIn. Open BC/ Xing wasn't even remotely useful. I was spammed out the wazzu by people wanting me to be a third party for their Chinese products. The women in the "Global Business Women" group I paid the fee to join in the first place were MEAN to me! And when you get customer service like this to boot? Well, I would have been better off putting my cash through the shredder. It would have been more fun, too!

Circuit City, Complaint, False Advertising, Bait and Switch, Illegal Selling Practices

Thu, 01 Feb 2007 10:22:05 -0800

On Tuesday, January 30th, 2007 in my home delivered newspaper was a Circuit City advertising 8-page flyer from Circuit City. Looking at the front as bold as can be (there are only 2 items listed) was a laptop computer with the features I have been looking for to buy, one for my wife and another one for my son Anthony who will be starting college in September. I went to my local Circuit City store at 7001 Sunrise Highway, Holbrook, NY 11741 to purchase two of these laptops at $649.99, price quoted in advertising flyer. I walked to the Computer dept.; ask for assistants in locating two of these laptops in the flyer. The salesman looked for about 5 minutes, then was gone for another 15 minutes. When he came back he told me that was a misprint. The price is $849.99. I told him I want the laptops for $649.99 the price quoted in the flyer. He refused. I asked for the store manager (Najee). I was told he was in a meeting there in the store and couldn't come see me and that they are not responsible for advertising misprints. I again asked for the store manager and was told he was home now. I then asked for whoever was acting manager presently. After another 15 minutes Andrew came to see me. He told me the same thing about misprints. He said he would give me $50.00 off another computer. I told him I want to buy two of the ones in the flyer for the price quoted at $649.99. He refused to sell it to me. I have contacted CEO Philip J. Schoonover who doesn't return my calls but has his supposedly Executive Assistant Mr. Dagenhart called me to tell me that Circuit City is only standing behind the $50.00 off offer given to me at the store. I feel I should be given the offer stated in the advertising flyer. Also speaking to Circuit City's consumer service people I was given case number 547209. Are large corporations allowed to lure consumers into their store with false advertising and should consumers have to deal with these horrible selling practices?

State of Virginia, Office of Consumer Affairs, VDACS Customer Service, transcript of chat session.

Below is the complete transcript of your chat session:

Company: virginia.gov
Department: Office of Consumer Affairs
Operator: VDACS Customer Service
Teresa.Finch@vdacs.virginia.gov
Visitor: Dennis
Chat Info: Wed 01/31/07 10:27 am

Dennis: What action can I take against a large company who advertized in their weekly flyer a price and will not honor the price quoted in the flyer? This companies headquarters is in VA, the store is here in NY.
You are now speaking with VDACS Customer Service of Office of Consumer Affairs.
VDACS Customer Service: Did they print a retraction at any time?
Dennis: A retraction to a flyer?
Dennis: No
Dennis: The flyer came out yesterday morning I was at my store at 3 pm.
Dennis: When I went to the store the salesman went looking for this partucular laptop and couldn't find it.
VDACS Customer Service: You may download a copy of our complaint form from our website http://www.vdacs.virginia.gov/forms-pdf/cp/oca/complaint/oca1complaint.pdf
Dennis: Do I file also with the NY Attorney General?
VDACS Customer Service: Where is the store located? Where are you located?
Dennis: The company headquarters is in Richmond, VA.
Dennis: The store was in Long Island, NY
VDACS Customer Service: You would file with us then.
Dennis: Seeing how this company is handling me, there must be many filed against them. Circuit City
VDACS Customer Service: Hold on and I'll check.
Dennis: Thank You.
VDACS Customer Service: Our complaint database separates them by store location. Which location did you go to?
Dennis: The store is here in Long Island, NY
VDACS Customer Service: I have 85 a total of 85 complaints.
Dennis: 7001 Sunrise Highway, Holbrook, NY 11741
Dennis: Anything to do with false advertising?
VDACS Customer Service: I have a total of 85 complaints.
VDACS Customer Service: Most of them are asking for a refund or a rebate did not arrive as promised.
Dennis: The product I wanted to buy were 2 laptops at $ 649.99 each. They told me after I went to buy them that they are $ 849.99 each.
VDACS Customer Service: Fill out the complaint form and send a copy of the flyer and we'll see what we can do.
Dennis: I have tried to reach CEO Philip Schoonover but he refuses to talk to me.
Dennis: Thank You.
VDACS Customer Service: You're welcome.
Dennis: For your help. Have a great day.
VDACS Customer Service: You, too.
Dennis: Should I file here in NY as well?
VDACS Customer Service: No, sir.
Dennis: OK

Dennis - Ronkonkoma, New York
U.S.A.

Email I received 1/31/07 from Chairman, President, and CEO Philip J. Schoonover

Subj:
Date: 1/31/07 11:09:58 AM Eastern Standard Time
From: Chief_Executive@circuitcity.com
Sent from the Internet

January 31, 2007

Mr. Dennis

Thank you for contacting my office with concerns about an advertising error. As Chairman, President, and CEO,
I welcome information that helps us evaluate our performance and wished to offer this brief response. My assistant, Jerry Dagenhart, relayed the details of your recent phone conversation.

I can understand your frustration when our store advised that they were unable to sell you the Toshiba model A135S4407 computer
for the incorrectly-advertised price of $649.99.

Unfortunately, due to Circuit City's volume of advertising, errors are sometimes unavoidable. It is our policy not to honor prices or special offers, which appear either in print or broadcast advertisements or special promotions, when the prices or special offers are in error.

Naturally, we never intend to mislead or disappoint our patrons and apologize for any inconvenience you or other valued customers
experienced as a result of the misprint.

I understand that Mr. Dagenhart offered you a fifty dollar price adjustment toward any Laptop computer purchase , not already on sale or reduced in price, and I am extending that offer for thirty days from your receipt of this letter.

Thank you again for taking the time to offer candid feedback, Mr. Dennis. We hope you'll give us an opportunity to regain your confidence in one of our over 600 stores nationwide or on the Web at circuitcity.com.

Sincerely,
Philip J. Schoonover
PJS/me

Dennis - Ronkonkoma, New York
U.S.A.
Email I sent to Circuit City Chairman, President, and CEO Philip J. Schoonover

Subj: Re: Dennis , case number 547209
Date: 1/31/07 11:50:45 AM Eastern Standard Time
From:
To: Chief_Executive@circuitcity.com

Dear Philip J. Schoonover:

The laptop in question states in the advertising flyer: Toshiba Satellite Notebook features Intel Centrino Duo Mobile Technology, Intel Core 2 Duo Processor T5200. Windows Vista Premium Edition, Intel Pro/Wireless 802.11 a/b/g Lan, Burns and plays DVD's & CD's, 1024MB DDR2 memory. 160GB hard drive, 5x1 media reader for fast, easy file transfers. These features are on the Toshiba model number A135S4467. This is the model I want two units for $649.99 each. I have filed a complaints with the Richmond Better Business Bureau and Virginia Dept. of Agriculture and Consumer Services, Office of Consumer Affairs. As follows: On Tuesday, January 30th, 2007 in my home delivered newspaper was a Circuit City advertising 8-page flyer from Circuit City. Looking at the front as bold as can be (there are only 2 items listed) was a laptop computer with the features I have been looking for to buy, one for my wife and another one for my son Anthony who will be starting college in September. I went to my local Circuit City store at 7001 Sunrise Highway, Holbrook, NY 11741 to purchase two of these laptops at $649.99, price quoted in advertising flyer. I walked to the Computer dept.; ask for assistants in locating two of these laptops in the flyer. The salesman looked for about 5 minutes, then was gone for another 15 minutes. When he came back he told me that was a misprint. The price is $849.99. I told him I want the laptops for $649.99 the price quoted in the flyer. He refused. I asked for the store manager (Najee). I was told he was in a meeting there in the store and couldn't come see me and that they are not responsible for advertising misprints. I again asked for the store manager and was told he was home now. I then asked for whoever was acting manager presently. After another 15 minutes Andrew came to see me. He told me the same thing about misprints. He said he would give me $50.00 off another computer. I told him I want to buy two of the ones in the flyer for the price quoted at $649.99. He refused to sell it to me. I have contacted CEO Philip J. Schoonover who doesn't return my calls but has his supposedly Executive Assistant Mr. Dagenhart called me to tell me that Circuit City is only standing behind the $50.00 off offer given to me at the store. I feel I should be given the offer stated in the advertising flyer. Also speaking to Circuit City's consumer service people I was given case number 547209. Are large corporations allowed to lure consumers into their store with false advertising and should consumers have to deal with these horrible selling practices?

This will also go all over the Internet. Rip-off Report.com for example.

Sincerely yours,
Dennis

Dennis - Ronkonkoma, New York
U.S.A.

Another Option

I don't know if this will help you, or if it is even the best "ethical" option, but you could take the flyer to another electronics/computer store that does price-matching. You would have to find the same computer though. And I don't know if this would be considered "ripping-off" that vendor, but it is a thought.

Richard - Nottingham, Maryland
U.S.A.

Thank You, Another Option

Thank You for reading my Circuit City Stores, false advertising, selling practices, CEO Philip J. Schoonover, Better Business Bureau, bbb.org , Virginia Attorney General, oag.state.va.us Richmond Virginia. I beleive that Circuit City most act in this matter. To go to another vendor is not the right thing to do. Hopefully this will open up eyes for Government Agencies and consumers to watch over companies such as Circuit City and not allowing them to operate in this nature. If more people would step up to the plate and file complaints with the Attorney General's Office and the Better Business Bureau we can stop big business from ripping us off. We the people run this country not big business with their tax cuts and lobbying. Let's take it back. Unite and fight.

Contact Circuit City if you have any complaints. You must file with Virginia Government Agencies since this is where Circuit City’s headquarters are.

Circuit City
9950 Mayland Dr.
Richmond, VA 23233
Customer Service: 800-251-2665
Fax: 804-527-4164

Philip J. Schoonover, Chairman, President, and CEO
Email: Chief_Executive@circuitcity.com
Phone: 804-527-4000

Bill Cimino, Director Public Relations Circuit City
Phone: 804-418-8163

John Milliron, Executive Response Supervisor
Phone: 800-251-2665
Fax: 804-934-3865

Mikele Ervin, Executive Response Specialist
Office of the Chairman, President, and CEO
Circuit City Stores
804 527-4000, ext. 3221

Mary Louise Roberts
Circuit City Legal Department
Email: Mary_Louise_Roberts@circuitcity.com

Anna Marie Henderson
Circuit City Legal Counsel
Email: amhenderson@kaufcan.com
Fax: 804-418-8248

File a complaint with the Better Business Bureau
www.bbb.org

File a complaint with your credit card company against Circuit City.

File a complaint with your state's Attorney General's office
http://www.naag.org/ag/full_ag_table.php

File a complaint with Virginia's Attorney General's office. This is where Circuit City's corporate office is located.
www.oag.state.va.us

Dennis - Ronkonkoma, New York
U.S.A.

Punishing loyalty and other bad ideas

Mon, 19 Feb 2007 12:09:10 -0800

I will admit there delicious irony in complaining about the customer service offered by a magazine that gleefully publishes lists of the worst moments in customer service.

But of course it’s really not that surprising. What that old saying about the cobbler’s children lacking appropriate footwear?

So, on to the story . . .

I am picking on Business 2.0 here—a good magazine that I actually like and enjoy—in order to make a larger point about unfortunate tendency of many companies to dangle elaborate, generous bargains in front of new customers while leaving long-time loyal customers out in the cold.

In the case of Business 2.0 the disappointing news came in the form of an “Important Advance Notice for Automatic Renewal Customers”. Basically I got a slip in the mail telling me that my subscription was about to be automatically renewed at the wonderful rate of $39.95 for the year. A stunning 27% savings on the cover price!

Sounds good so far.

But then I thought back to the moment when I subscribed to the magazine in the first place. I remembered . . . I remembered it being REALLY CHEAP!

So I fired up a browser and had myself a look. Sure enough, it’s cheap. Since I’m in Canada I don’t qualify for the lowest rate, but as I new subscriber I could still pick up two years of the magazine for $13.75. One year for $9.65!

In other words, the bargain rate they were kind enough to automatically renew me at was a full four times more expensive than what they were offering a new subscriber.

Ouch! That hurts.

In fact it hurts so much that I cancelled my subscription.

Of course it’s not just Business 2.0 that are pulling this sort of thing. It’s a bit of an epidemic. Mobile phone providers are all over it. And broadband providers, too. For example, I just heard the other week that my broadband provider was offering a free Dell PC to new subscribers. New subscribers ONLY.

Poor slobs like me that have been paying their bills for years are outta luck.

Well guess what? We poor slobs (a.k.a your customers) would like a new Dell PC too. Or an iPod. Or a boatload of free extras. Or a steep discount. Or whatever you’re dangling in front of everyone-but-us while we look on like a poor kid who just found out Christmas has been cancelled but only at his house.

And until you realize that we want want all these goodies too—that we’re just as important or probably even more important than those folks who aren’t actually your customer yet— we’re gonna keep on deserting you and cashing in on the great offers your competitors are dangling in front of us.

And that in turn will force you make even more ridiculous offers to lure us back. And so on. And so on. Welcome to the vicious cycle.

As for Business 2.0 I’ll probably renew it soon. I like the magazine.

And hey . . . I hear they’re offering some really great rates for new subscribers.

Really poor customer service

Wed, 21 Mar 2007 04:32:51 -0800

I purchased a domain, hosting and InstantSite Plus package from 123-reg on March 13 and it is today march 21 and my site is still not live. I have sent several email to 123-reg's customer service expressed my concern but they have not responded to any of my enquiries.

Ashame since it was a really easy process to purchase the domain at 123-reg but that does not matter when they do not value customr's post purchase experience. They will get customers to try them ones but not re purchase.

I have always used Go Daddy in the past and will do so in the future as well.

Let's hope that 123-reg at least respond to me here with an explanation.

BR,

Nick Jonsson

CIBC – Who is in charge of customer service over there?

Sat, 12 May 2007 09:41:08 -0700

Here’s another nice customer service story about banks (not).

I had a credit card with CIBC for 16 years, during which I had a good credit rating (3 late payments in that time).

I stopped using the card in 2005, because I got other cards with better point systems.

The card expired in fall 2006. A new one was sent to my mother’s address then (I had been living overseas until 2006 and was using her address).

I never re-activated the card sent to my mother’s house in Sept 2006.

However, CIBC put on a 30$ annual fee on a card that had not been used for close to 2 years, and had not been activated.

Therefore, I got a bill with the annual fee that was 3 months overdue at Xmas at my mother’s house.

Despite explaining this story to CIBC, and escalating it to more than one manager, they refused to revert the fee. Plus, they made it affect my credit rating which they refuse to do anything about.

After talking to at least 4 people, I was told (pretty much in these words), “Sure, no problem, we can write off the $30 if you’re willing to have an R9 credit rating” (the worst that you can have).

And just to add insult to injury, I’ve also paid off a large student loan with them.

I find it pretty astounding they can’t give me a break over a 30$ annual fee on an un-activated credit card not used for almost 2 years after 16 years of good credit with them, and paying off a large student loan with them.

I feel like I’ve been forced to donate money to an inhumane and unreasonable organisation with no principles of treating people fairly.

One caveat is that I found the front line people on the phone very reasonable, helpful and understanding. They seemed to think the charge would get taken off. It was the people that actually had the power to remove the fee that were unreasonable.

And a question: Why should banks have so much power over people’s credit ratings? Why is it assumed they have been the reasonable one and the customer is the one who has been unreasonable?