Entries Tagged as 'Complaints'

SugarSync Epic Failure

Today I decided I would test out SugarSync, they offer 5GB (not much by today’s standards) free cloud storage when you sign up through the Windows 10 App.

I signed up, downloaded the PC sync app, and got both the welcome as well as the verify email address email.

I clicked on the verify link — and below I what I got.  Just to be sure it wasn’t something pathological about Edge, I tried Chrome, FireFox, and Opera multiple times (I also tried a few more browsers, and clearly it’s no my network connection or DNS resolution — since I get an error from SugarSync).  To add insult to injury, there’s absolutely no way I could find to report this issue to them (other than write them a letter and send it via the US Postal Service).

Great way to build confidence in your product SugarSync — great way to make me want to shell out money…

FORGET IT!!!

You can never undo damage to your reputation like this.  My recommendation, close up shop — there are many choices in the cloud storage space, and they actually work.


SugarSync Epic Fail

SugarSync Epic Fail

The Anti-Green – Catalogs [Comment]

Last week I posted The Anti-Green – Catalogs; which was triggered by receiving a catalog from B&H Photo Video, the day that article posted I received the following.


I appreciate the sentiments in your post although I am disappointed to see “Comments are closed.”

B&H regrets your dissatisfaction. At the same time we have many more customers thanking us for sending our useful resource book than otherwise so we have to presume it is not time for us to discontinue print publication. While I understand your sentiment, and agree we need to maintain a sustainable world for our children, I also recognize that other customers of ours have alternate perspectives.

Henry Posner
B&H Photo-Video


While I don’t allow comments on my BLOG posts, I do provide a contact mechanism (which Mr Posner used), and I’m more than happy to provide space for any reasonable rebuttal…

I’m happy that B&H Video Photo has many customers that thank them for their printed catalogs (at least some of those catalogs might actually be received by someone who doesn’t immediately throw them into a recycle bin, or worse) — but I’ll underscore that they send them to EVERYONE that’s ever done business with them rather than allow people to select whether or not they desire the catalogs (or any other mailings).

I’ll stand by what I said in my original post…

My feeling is that companies that do not believe that they actually represent a value to consumers are the companies that are quickest to force a subscription to any type of mailing list.  Companies who believe they offer something consumers want understand that consumers will come back and they don’t need to destroy the environment in order to attempt to promote future purchases.

Apparently I’m not the only one who took a moment to comment on getting a catalog they didn’t want here’s a forum thread on the topic “Unsubscribe from B&H’s forest felling catalog“, which happens to includes the post.


henryp
May 05, 2010 at 07:27 PM

First, I apologize to those who received more than one book and to those who opted out but received books anyway. There are a variety of possible reasons why, but suffice it to say we won’t send you what you don’t want if at all possible.

I want to thank the OP for posting the unsub link. Very thoughtful and much appreciated. The unsub link has been tweeted and retweeted repeatedly (more than once by me). I doubt Twitter needs it again. 🙂

Anyone who got multiple books – please send me the individual alpha-num codes via email (NOT PM) and I’ll forward them to the list maintainer. An example of the code is JC1026#####.

Having read a lot of “why do they bother” stuff here and elsewhere, the answer is because more people want them than don’t and they do get used. People circle stuff with ballpoint pens, highlight stuff with those yellow markers, fold down page corners or tag pages with post-it notes and tear out pages and post them on the refrigerator.

We want to keep our mail list to folks who really do want them and appreciate your help to keep our list clean. Thank you. FWIW, the whole thing’s online here.

Henry Posner
B&H Photo-Video

PS Recycle, don’t discard!


Here is B&H Photo Video’s catalog unsubscribe link — but notice it doesn’t take the catalog number on the label, but rather wants to collect personal information…

Originally posted 2010-05-12 02:00:35.

Windows 7 User Account Flaw

I’d say this is just an issue with Windows 7, but it’s actually been present in Windows and Windows Server since Vista…

Plainly put, the organization of information in Windows can become corrupt to the point that Windows is unable to create new users.

Really?

Windows (based on NT) is over a decade old… and to have such a basic flaw seems un-thinkable!

Let’s see, to create a user…

  1. Check to make sure the log-on identifier is unique;
  2. Create a security descriptor;
  3. Create a user home directory;
  4. Copy user default template files to the home directory;
  5. Apply the security descriptor to the user home directory and files; and
  6. Update the user database.

Seems pretty straight forward to me.

And not only is it an essential function of an operating system, but it’s one that we should have every expectation shouldn’t ever fail — and if it does, there should be a procedure to fix it.

Oh, there are procedures to fix it — in fact that are so many procedures you could probably re-install the operating system a hundred times before trying all of them… and there are more than one “Microsoft Fix-It” automated fixes as well, and trust me — your odds of winning the lottery are probably better than one of them actually resolving your issues.

All I can say is that regardless of the potential Windows might have, Microsoft’s actions indicate that it’s not intended to be anything more than a toy operating system — and never was.

Originally posted 2013-09-03 12:00:00.

Amazon Merchants

Once again I’ve been disappointed with the “service” and “products” provided by an Amazon merchant.

I’ve ask Amazon how to inhibit the display of any and all items except those sold by them; I don’t care to deal with the questionable merchants that use Amazon’s sites.  And obviously Amazon doesn’t stand behind them either (look over their A-Z Guarantee, and notice that a person who buys an item every day has the same lifetime limits as one who rarely buys — sounds to me like Amazon is afraid to offer a real guarantee — why should I have more confidence).

Anyway, rather than play the game with Amazon I’ve just opened a charge dispute with my credit card company (which in this case happens to be an Amazon credit card).

If Amazon doesn’t have a way to block the display non-Amazon merchandise I’ll close my account (and credit card).

Originally posted 2009-04-08 12:00:24.

Gulf Winds Federal Credit Union

Much of this post is comprised of excerpts of a letter sent to Chris Rutledge, President/CEO, and Jearil Crawford SVP Operations of Gulf Winds Federal Credit Union, Pensacola, Florida.

Here’s how I opened…

Over the many years I’ve had dealings with financial institutions, it’s generally been my finding that credit unions offer a much better value to a consumer as well as much better service. And further I’ve found that smaller institutions are generally better focused on customer satisfaction.

I can assure you that in the case of Gulf Winds Federal Credit Union the level of service is much worse than many large faceless banks, the focus on customer satisfaction is non-existent, and while the rates your institution pays for deposit account might be good, they in no way make for a better value to a consumer given the nightmarish customer (dis)service which seem to be deeply ingrained in your institutions culture.

What happened?

Well, Gulf Winds offers a higher interest rate (up to the first $15K) in your checking account if you accept electronics statements, make at least one ACH/direct deposit, and do twelve transactions using their (VISA) debit card.

So I stopped on first of July to make one of those twelve transaction, and had my card declined because it was expired.  Sure enough, the expiration date was clearly embossed 06/12 on the card.  But I decided to stop at one more retailer to make sure it gave me the same message and that there was no grace period (though I knew that the magnetic strip would have the same expiration date encoded on it that was embossed on the card)… and sure enough, a second time I got a card expired message from a point of sale terminal.

When I got home, I sent an online message requesting a replacement card.  The reply I got told me the card I had was still good.  WRONG.  I had to send a second message for the exact same issue.  Clearly the customer (dis)service person was in too much of a hurry dismissing customer issues to really care to look into what the issue might be.

Then I was told that I’d have to drive to the corporate branch during business hours; a drive which would be one hundred miles round trip for me; so I ask if it would be possible to transfer to a closer branch (which they indicated yes, but I never actually ask them to do the transfer).

I drove to the corporate branch; stepped in, no one was at the receptionist desk, so I had to wait… finally a young woman told me that the high interest checking account cards weren’t in yet; then she checked again (at my request), and told me my card was at the branch I inquired about having it transferred to; then I ask to speak to someone who actually might have a clue what was going on… and I was ask to wait.

I waited until I’d been at the branch nearly half an hour then left.

One the way back I got a call from a woman there who told me that my card had been at the corporate branch all this time.  And I (not so politely) told her to throw it in the trash, that I would never step foot in a Gulf Winds branch again.

After another half hour I got a call from a man at the branch I normally do business with offering to bring the card to me (he had no idea of the distance), and I told him that Gulf Winds didn’t deserve my business.

I’ve put all this (and more) in a letter (as I said) to Gulf Winds, but to me (since this isn’t the first time I’ve had issues like this with Gulf Winds; nor did the pathetic customer service on this instance only involve one individual)  this is a cultural issue where Gulf Winds people do not take ownership of issues, and only care about going through the motions and moving customers through a (broken) system.

Even though you might be able to get better rates at Gulf Winds than other local institutions, I highly recommend putting your assets in an institution more deserving of your support.

After all, I wasted more than two hours of my life that I will never get back, and will never be compensated for… as far as I’m concerned there’s nothing at Gulf Winds for me.

Originally posted 2012-07-08 02:00:30.

US Postal Service

I just dropped off some US Postal Service Form PS-1500s at the post office down the street, and have to relay a “funny” (maybe sad is a more appropriate word) episode…

The postal clerk said she’d never seen these forms before and went into the back to get her supervisor (who refused to give me his name).

He told me that the post office didn’t do “that”… and ask me where I got the forms, I told him the USPS web site (the people in line laughed, and that didn’t make him particularly happy).  Then he insisted again that the post office didn’t do “that”… and I ask him why the post office would have forms for something they didn’t do (and again I got laughs from the line).

He agreed to take the forms, and I reminded him that throwing them away would be a violation of postal regulations… he told me to get out of his lobby (presumably that would make him the station manager).

I’ve filed complaints with the US Postal Board of Governors before (and I just fired off another), but I always find complaining to my Representative, Senators, and President (all at once – which I’ve done as well) creates enough inquiries that the complaints is actually taken seriously.

I generally expect bad service at the post office, and it’s always amusing that the post office and quote postal regulations left and right when they benefit the post office… but few postal persons know anything about postal regulations that benefit the consumer.

For information on PS-1500 and taking control of your mail box, see my previous post:

Originally posted 2009-01-24 01:00:21.

Un-Freshpair

I’m probably not the most typical shopper in the world… when I decide to buy something it’s generally because there’s a sale and when I shop — I buy enough to last awhile.

Today I was going to take advantage of the FRIENDS13 25% off your entire purchase on Freshpair.com (I was actually thinking about setting up an affiliate account — in the past I’ve made several $200-ish orders and I figure the small kickback and coupons they offer might actually save me money in the future)…

But after adding 21 items to my cart ($216 after the 25% promotion) I read a few reviews and I decided that one of the items I was considering purchasing I just wasn’t going to be happy with, so I went to remove it… simple enough, you either change the quantity to zero or you hit the delete link, right???

Well, no — not on Freshpair.com … it doesn’t seem to work.

So I called customer dis-service… and while they answered the phone quickly and I spoke to a real person without having to go through an automated attendant (normally I’d have praise that as incredible customer service).

I was connected to a man who was to put it politely was snippy — which of course didn’t sit well with me.  While I started the conversation polite, business-like, and courteous (as I would always do when I was calling the first time for customer service), the call quickly went down hill… apparently the “solution” is empty out your cart, clear your cookies, and start over… oh, and if you’re wondering — it’s a known problem (and it’s been a known problem for sometime).

Well, I ask to speak with his supervisor… he told me he was the supervisor, that everyone else had gone home (at 3:50 pm EDT on a Thursday… hmm — my guess is he’s the only customer service person there or he outright lied).

Even more pissed I asked to speak to Matthew the president of the company (I’d seen the very nice thank-you notes included in each of my previous shipments… and I decide to see how far I got).

Well, Matthew was apologetic  but was very quick to tell me that the technical issues of fixing removing items from a cart where people what more than a handful of items just wasn’t a priority for them, that it would require too much effort.

Like I remarked to him… it must be nice to have so many customers you don’t need to worry about customers who want to spend a lot of money with you…

So, I decide I wanted to help them…

I tried to place a separate order for each and every item (free shipping why not punish them by maximizing their shipping cost, after all, they can’t handle large order, so give them the smallest orders possible).  Eleven orders (I cut back on the items) most right at or under $10 each… on a different credit card, and each appears to have been authorized fine (I actually called Chase to check on the three placed on Chase issued cards), but the orders were canceled — no email was sent indicating the order was canceled, and once again when I called their (pathetic) customer service I was told, they couldn’t determine why the orders where canceled, just re-order (lol — like I haven’t heard that before).

Well I guess the only solution is to take my business elsewhere… enough of my time has been wasted on Freshpair.com.

And I encourage everyone else to consider taking their business to a company that actually wants to provide not only competitive prices but good customer service… and that would not be Freshpair.com…

Originally posted 2013-05-02 15:00:52.

Here’s what happens to most printed phone books…

If you advertise in a phone book, here’s where your advertising dollars are ending up — and you’re helping to destroy the environment as well; cutting down trees, wasting energy to produce and distribute (and recycle). Think about where you spend your advertising dollars and make both effective and green choices.

Phone books in a recycling dumpster in Milton, Santa Rosa County, Florida, US.

Originally posted 2013-11-29 22:00:39.

Verizon Wireless

Like most cellular communication companies, Verizon Wireless leaves it up to the consumer to find their billing errors.

Last month I called Verizon Wireless right after the AllTel/Verizon merge was complete; and I told the representative that at the end of the call I would have ONE Verizon account; and that that would be achieved either by combining my two numbers (one previously Verizon, one previously AllTel) into a single account without making any changes to the plans OR terminating the old Verizon account.

Originally Verizon had required all AllTel customer to convert to a Verizon account to make ANY changes to their account, but they softened that policy when they found it was just as easy (and cheaper) for many AllTel customers to switch to another cellular provider than switch their plans to a current Verizon offering (I for instance would have to pay more for what I have and would lose six of my eleven “My Circle” number [that’s the numbers I can call airtime free regardless of the network they’re on] and would have to pay for text messaging and data dongle use [Internet access for my laptop]).

The customer service representative was certain he could combine the accounts, because they’d been told they could; however, after several tries (and munging the information on both accounts) he was unable to combine the accounts and “terminated” the service on my old Verizon phone.

Well, I just received the bill for the service — and interestingly enough I was billed an entire month… not just a few days.  Why?  Well simple, they didn’t terminate the account, they suspended it in order to let it age out to the end of the billing period — of course I had no service from Verizon… well, unless you consider billing a service.

How horrible unethical (and illegal)…

Needless to say I just got off the phone with a Verizon representative and gave him two options — put through a bill adjustment, or I’d file a charge back with my credit card company (don’t think there would have been much of a problem with that).  I’m not sure how he arrived at the “adjustment” figure — but then again, I don’t have an advanced degree in cellular telephone billing mathematics… I seem to be getting about half my billed amount back rather than three quarters — but when they generate another bill I’ll review what they’ve done.

The thing I really hate about having to put so much time and energy into “fixing” problems that companies like this cause (and I believe it’s intentional since they know most people won’t put any effort into fixing these fraudulent charges) is that it costs time (which is money).  So the question is, why isn’t there a law that requires companies to PAY consumers for their time when a consumer invests their time to resolve an issue that a company has caused through no fault of the consumer at say two times what the consumer normally is paid (or at least two times minimum wage).  And, of course, these companies should have to pay 21% interest on any excess charges they’ve made.

Originally posted 2009-08-08 01:00:16.

Windows 7 – Device Stage

Microsoft® Windows 7 has a really cool feature called Device Stage.

It presents all your hardware devices together in one place and allows you to organize information.  You know like synchronize information between your computer and the devices.

If you look on Microsoft’s web site you’ll see a great article detailing how you can fully synchronize your smart phone without knowing any details of hardware or software — just plug in the cable and tell it what program to use on the PC to synchronize with (and unlike in previous versions you don’t need Outlook).

Well, call me tickeled pink…

I plugged in my Microsoft Mobile 6.5 Smart Phone… and I just can’t tell you how disappointed I was.  Mobile Device Center (the abomination from Vista that replaced ActiveSync) downloaded, installed, and opened and told me I didn’t have any source of contacts or calendar information…

So Windows 7, the new flag ship of Microsoft’s desktop strategy ships without a connector for Windows Mobile 6.5, the new flag ship of Microsoft’s phone strategy… how sad.

I’d say Microsoft has convinced me I should buy an iPhone and use a Mac — Apple products actually work together.

Well, call me disappointed…

The slogan for Windows 7 should be something like

Maybe Windows 8, 9, 10, or 11…

Originally posted 2009-11-08 01:00:16.