Entries Tagged as 'Complaints'

Comcast

Comcast consistently ranks in the top ten (almost always the top five) of companies with pathetic customer service in virtually every poll I’ve seen (they probably even do poorly in polls they sponsor LOL).

I received a unsolicited commercial email from a Comcast business customer; and I did exactly what I should do — report it to the abuse contact published in the ARIN database, and send them a plain text copy of the entire email message — including full headers (adding the word SPAM to the subject).

I got back an automated message that said I needed to provide them the headers of the email message and a link to a page that really didn’t have any useful information.

I resent the message; including all the tags that were mentioned on the page (including the one for harassment, since that was the closest thing that fit)… and I got back a message from “Fred CSAtech55” referencing case ID NA0000014230535; who tells me if I want to follow up as “Harrassment” (that’s his spelling, not mine) that I should “call Comcast Security Assurance (CSA) at 888-565-4329”; but if I want to follow it up as spam I should “then choose the opt out option that the email provides”.

I guess, poor Fred not only can’t spell, but doesn’t understand that the LAST thing you do from an unsolicited email from a company that you’ve never dealt with (and have no reason to trust) is click on one of their links.

Maybe if Comcast hired people who could spell they might get out of the top ten worst companies for customer service.  Even better, if they hired people with a clue, they might actually be able to provide reasonable customer support and be no where near the top ten worst.

Oh, and if you’re thinking that they only provide poor service when you’re not a customer — WRONG, I can tell you story after story about how pathetic their service was in San Francisco; and how much better AT&T’s service was (that should truly be scary, when a company with service as poor as AT&T can have far superior service).

Originally posted 2010-03-31 02:30:37.

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.

I don’t recommend “The OEM Shop”

On 22-Sep-2010 I placed an order for a “Motorola DROID and DROID II 1300mah Standard Battery” from “The OEM Shop” through Amazon.

I really hate dealing with Amazon Marketplace Merchants since my personal history of such dealings indicated that the likelihood of being disappointed is very high; and this occasions was in perfect keeping with my expectations.

The item was to have shipped by 24-Sep-2010, so when I didn’t see a change in status by close of business that day I sent an inquiry to the vendor.  I received back an automated reply that indicated that they were “on vacation” — and that they’d been on vacation even before my order had been placed (so I immediately considered the “contract” for purchase of an item had been entered into under fraudulent terms — ie, they knew before accepting an order that they would not meet the shipment commitment).

I immediately sent another message via Amazon requesting that the order be canceled.

The following week I got a reply from the merchant indicating that they had shipped the item on Saturday (the day after I’d sent a message to cancel the order — but within the time frame of the first message of their vacation).

I wasn’t sure I believe them; but I told them that I’d been refusing the item and it would be returned to them.

I also contacted Chase to open a charge dispute on my Amazon VISA for the item.

The item never showed up — and two days after I got the replacement item I’d ordered from another Amazon merchant (the order was placed on 27-Sep-2010) I requested that they provide me with the tracking information (which they had never posted to Amazon).

I haven’t heard back from The OEM Shop, I haven’t gotten the item, and I suspect they never shipped it.  I have gotten a permanent credit from Chase for the item so after posting negative feedback and this BLOG article I consider the matter closed.

My advice — don’t do business with “The OEM Shop” — there are too many good alternatives to them, and absolutely no reason to support questionable etailers.  If my experience isn’t enough to convince you — read the other recent feedback posts on 5-Oct-2010 and 4-Oct-2010 on Amazon.

“The OEM Shop” Storefront on Amazon

NOTE: I was notified by Amazon late this evening that a refund would be posted to my account (actually, since the charge-back had already been made permanent there isn’t any change from my perspective).

Originally posted 2010-10-05 14:25:36.

Vantec Quality

Before I left San Francisco I purchased six Vantec cases.

Two 5.25″ external USB2.0 cases for Blu-Ray ROM devices; and four 2.5″ external USB2.0 cases to put 500GB hard drives in.

I already had the Blu-Ray ROM drives and set out to put those in the cases right when I got them home from Central Computer, but I quickly found out that neither of the cases had the holes tapped for the bolts that held the case closed (and interesting enough, Vantec doesn’t shipped the cases closed up like most vendors).

It was a nightmare trying to deal with Vantec; they sent me two sets of bolts — they just never really could grasp the fact that the cases weren’t tapped — the screws were probably the right ones.  And even worse I’d already exchanged them once (and the second two cases also weren’t tapped).

Anyway, I gave up on trying to get satisfaction and just used some nylon fasteners that I had that seemed to do the job reasonably well — but of course the large white nylon fasteners sticking out the back of a black case was far from attractive.

The 2.5″ cases I packed away and didn’t need those (I actually had some SATA/USB2.0 cases that I was using at that point — but wasn’t willing to pay the ridiculous price to get more of those).

Last week, though, I ordered a couple 500GB Seagate drives on sale.  They arrived yesterday and I went to put them in the cases… The first package had the screw packet and worked great.  The second package didn’t have any screws and had a defect on the finish on the enclosure.  The third and fourth packages had no screws either.  So out of four drives only one had screws — and the screws are a small metric thread (and fairly long with a small diameter head) that I have nothing like.

I contacted Vantec; already knowing what they’d say… so once I dig up my receipt and send it to them I’m sure the fun will start again; the good news is I know that these cases are tapped (since I have two screws I tested all the cases).

It seems to me that Vantec has some rather severe quality issues; and simple things like insuring screws in the package that fit would be resolved by closing the case before packing and shipping it… obviously they want to save a nickle or so — and cost their customers hundreds of dollars in wasted time.

So I’ll not be purchasing any products from Vantec mail order for sure; and if I want to chance it, I’ll open up and inspect the item BEFORE leaving the store.

Originally posted 2010-01-30 01:00:58.

Federal Express is a SPAMmer

Yesterday evening I received an Unsolicited Commercial Email (UCE, aka SPAM) from Federal Express in violation of the California Professions and Business Code Section 17538.45.

Apparently Federal Express has taken to harvesting email addresses used in requesting tracking services and subscribing them to their marketing mailings lists without obtaining the permission of the owner of the email address (California law prohibits OPT-OUT policies, and requires that advertisers use OPT-IN methods).

Not only have I send a demand to Federal Expresses marketing campaign company and Federal Express demanding immediate payment of the fifty dollar fine specified by California Law; but I will no longer do business with Federal Express PERIOD.  That means I do not ship via FedEx, and I do not accept packages via FedEx, which means I don’t deal with vendors that use FedEx.

Originally posted 2009-02-19 01:00:25.

Kingston Counterfeits

Around the end of last November I ordered a Kingston DataTraveler 150 32 GB USB 2.0 Flash Drive (DT150/32GB Orange/Black).  When it came in it seemed to work, and I didn’t really think anything of it, but when I started to try and copy large files to it, or put a significant amount of information on it (which actually wasn’t until around the first of this year) I continually had issues with it.

I contacted Kingston the first week of March to try and get a handle on the problem or an RMA to return it for a replacement.  Kingston then requested that I send them some identifying markings from the metal USB plug — well my unit didn’t have any of those identifying markings, and since those marking would have been covered by the cap I couldn’t have told whether a new product I was interested in purchasing had them or not without opening the package in the store and taking off the cap (and of course mail order there’s no way to do it).

What was really alarming is I had a few other Kingston USB flash drives, and I took a look at them — they also didn’t have any markings on them.  So from that I would have to conclude either Kingston just implemented this and the units I have are from before that time, or all the units I have are counterfeit.  The truly alarming thing is I’m 99.9% positive that all of these units came from Fry’s Electronics, Microcenter, and Amazon.

This indicates to me that there’s a severe problem with the distribution channel of Kingston products, and that the Kingston name brand (and the Kingston warranty) is worthless.  Which means, the purchase of Kingston products should be avoided since they are frequently counterfeited and Kingston appears to be only interested in protecting themselves, not the consumers of their products (since consumers really have no way of knowing if a product is counterfeit).

As Nancy used to say “JUST SAY NO” to Kingston products.

Kingston DataTraveler 150 - 32 GB USB 2.0 Flash Drive

Originally posted 2010-03-15 02:00:19.

AT&T, the company we love to hate.

On May 2nd AT&T will implement usage caps for all their DSL and U-Verse.

ADSL customer will be allowed 150GB per month, and VDSL (U-Verse) customer will be allowed 250GB per month. There’s vague language about exceeding the caps incurring a $10 fee for every additional 50GB used. And I say vague because it seems somewhat discretionary.

AT&T stated that only 2% of their customer would be effected by the changed in the terms of service imposing the new caps (that seems to be what AT&T always says, but if only 2% are effected it would seem that they are going to a great deal of trouble to address a non-issue).

AT&T will provide tools for monitoring usage, as well as pro-actively alert customers when there usage approaches the caps.

Using a notification structure similar to our new wireless data plans, we’ll proactively notify customers when they exceed 65%, 90% and 100% of the monthly usage allowance.

We are committed to providing a great experience for all of our Internet customers. We will communicate early and often with these customers so they are well aware of their options before they incur any additional usage charges. Importantly, we are not reducing the speeds, terminating service or limiting available data like some others in the industry.

And while AT&T insists that this change is only to deter the bandwidth hogs — one has to ask the question, what about people who just want to watch Netflix (or other streaming video) every night… are they “hogs” or just using their internet service in a manner that AT&T originally committed to them they would be able to.

To me this is yet another case of bait and switch where American big-business does as they want.

I certainly have no love or allegiance to AT&T — and I will be happy to jump ship the moment something better comes along; and something better always comes along.

Originally posted 2011-03-24 02:00:09.

Can you hear me now?

Does it occur to you that if a company has a slogan like “Can you hear me now?” perhaps that’s because it’s a question many of their customer have to ask over and over…

I’ve had Verizon Wireless service since the late 90s — and except for a two year period where I had a flat rate regional service in San Francisco I would say I was relatively happy with them.

Two years ago, when I started to make preparations to move, I opened an account with AllTel.

In San Francisco, I roamed on Sprint with my AllTel phone, but I still had my two Verizon phone.

I have to say, in San Francisco there’s no question that Verizon offers far superior service to Sprint.

However now that I don’t live in San Francisco, and Verizon has purchased AllTel I’m just not that happy with service any longer.

Frequently I have cases where my phone doesn’t ring… I don’t get a SMS message or voice mail notification for a day (or more)… in the middle of a call the other party can’t hear me, or I can’t hear the other party for thirty seconds (or so) and then it’s fine… twice I’ve been the unwilling participant in conference calls (right in the middle of talking to someone I wanted to talk too, suddenly I had two strangers on the call instead of who I’d called)… constantly I have issues with data connections.

The funny thing is everything worked just fine here before Verizon took over AllTel — but the cellular service is getting to be extremely unreliable, they’re closing several of their stores, and they keep trying to coerce old AllTel customers to change over to Verizon plans and pay more for less.

Well — I’m tired of it… and I’ve started looking around.

I pay about $110 [including fees and taxes] month for 350 minutes of voice, unlimited data, unlimited text, free nights starting at 7:00 pm, free weekends, free mobile-to-mobile, eleven air time free numbers I designate, and nation wide roaming (of course they did try and charge me $86 for roaming in my home area and that took three months to correct).  For that I use about 2.5GB of data and 3700 minutes per month; and don’t incur any extra airtime charges (but it does require being cautious and having to plan ahead; I have to put customer service number I intend to call in my air time free number the day before I call them).

For about $90 [including fees and taxes] per month (with a regional carrier) I can get unlimited voice, unlimited data, unlimited text, and nationwide roaming — no games, no need to plan ahead, simple.  I’m asking myself could service be any worse?

The only down side is a new two year contract.

Originally posted 2009-10-09 01:00:25.

Define Your Vehicle’s True Identity

“Define Your Vehicle’s True Identity”, that is the slogan of carID — http://www.carid.com/ –I found this company when looking for a trunk mat for my new vehicle.

I’ve got a great deal of experience with WeatherTech — http://www.weathertech.com/ — I’ve used those in a number of vehicles, but they didn’t make a mat to fit.  So I did some reading and I liked what I read about Lloyd Mats — http://www.lloydmats.com/rubbertite.htm –Rubber Tite series.  They got favorable reviews, and they seemed at a fairly reasonable price point.

Well, like always, I started out pricing by using the internet to see where I might be able to save a little money…

That’s when I stumbled on carID — I’d never heard of them before; and frankly based on my experiences to date I certainly won’t be recommending them.

Here is the note I sent to them on 14-Mar-2011 at 1:36AM CDT

I came in with a 20% off coupon; and the first page says $44.91 for the mats for an 2011 Elantra (Limited – Sedan) — I was looking for cargo and front+back; but when I try and add either to my cart they appear at $67.41 — that’s a pretty hefty difference.

Referrer: http://www.carid.com/2011-hyundai-elantra-floor-mats/lloyd-floor-mats-161257.html

Here is what I got back from them on 17-March at 3:12PM CDT

Hello Soles,
Thank you for you interest in our products, we look forward to serving you.
Unfortunately we don’t provide discounts on weathertech items.

Sincerely,

Anthony Vertser
Customer Service
Tel 800.505.3274 Ext 883
anthony.ve@carid.com

Right… Lloyd and WeatherTech are two separate companies…

So here is what I sent back to them just a little while ago:

I do appreciate you taking the time to reply to my inquiry.. but I don’t think Lloyd (makers of Rubber Tite) and Weather Tech are even slightly related companies. In fact, I don’t think Weather Tech makes a custom mat set for 2011 Elantra Sedan (I’m quite happy with those in my 4Runner – I looked at their offering first).

I’m beginning to get the feeling that your company might not quite meet the bar for ethical advertising and business practices… it just feels questionable at best, with great potential for at least bordering on fraud.

Perhaps I’ll just take my money else where… I get the feeling it would hard to be more disappointed in dealing with an eTailer than I have been with yours.

I’ll be happy to share my experience with others – I wouldn’t want you to be deprived of the exposure.

– LR Soles

Maybe it’s unfair to gauge a company from one interaction — but you know the old saying

Fool me once, shame on you.

Fool me twice, shame on me.

I’ll take my business elsewhere – I don’t mind paying a couple dollars more for an item to avoid what looks like it has great potential to become a nightmare situation quickly — particularly with a statement like:

NOTE: These mats will be custom manufactured to your specifications and once ordered may not be returned for credit or exchange.

On their order page — what if there’s a mistake in their processing, a defect…

I certainly offered them a chance to explain the pricing discrepancy to me; and perhaps there is an explanation — perhaps I made an error… but their response just doesn’t cut it; and doesn’t encourage me to want to spend money there.

If you purchase from them, use a credit card that’s issued through a financial institution you have a good relationship with — sometime tells me you just might need a charge back to get satisfaction.

Originally posted 2011-03-18 02:00:25.

Is Adorama a SPAMmer?

At the bottom of this post are links to the first and second post I made concerning an order I’d placed with Adorama.

Yesterday I recieved an Unsolicted Commercial Email (UCE) from Adorama; apparently they felt it was quite acceptable to subscribe an email address they obtained from Amazon as part of order fulfillment to their mailing list.  While the email did contain an “unsubscribe” link, I never authorized any use of my personal information beyond the fulfilment of my order (and I just terminated the disposable email address on file with Amazon and created a new one).

I have written a complaint to Amazon; we’ll see what action they take (my guess is none, even though UCE is illegal in Washington State as well as California).

I don’t do OPT-OUT, I don’t do business with SPAMmers, and I don’t do business with businesses who support SPAMmers — so at the moment Adorama is back on my shit list, and depending on the action Amazon takes they may be on my shit list as well!

It always amazes me companies that think so little of themselves and the value of their advertisements that they need to force customers to get their junk mail, rather than provide them with the opportunity to specify their interest upfront.  Seems a consistent gauge of a bad company — they do what ever they want, why should they care if it’s legal, ethical, or good for business in the long term.

 

References:

  • California Business and Professions Code Section 17538.45
  • Chapter 19 of the Revised Code of WA, RCW 19.190

 

Previous posts:

__________

POST-NOTE:

Adorama assures me that email addresses obtained from Amazon are not automatically subscribed to their mailing lists.  However, customer’s who place orders directly with Adorama appear to have their email addresses automatically subscribed to their mailing list.  And my address was automatically subscribed because they placed a replacement order for me as part of the fulfillment process of my Amazon order.  From my perspective subscribing any email address to a mailing list without first obtaining a customer’s permission amounts to UCE and it totally unacceptable irrespective of the fact that you include an unsubscribe link in the email — it would have been far more acceptable to include a subscribe link in the order acknowledgement or shipping notice (and allow the customer to decide).

You need to make your own decision as to whether or not Adorama’s actions are ethical (and legal in your state of residence); but for me I don’t deal with companies who feel they may do as they please with my personal and confidential information (and my email addresses are personal and confidential).

Originally posted 2009-01-21 01:00:20.