Entries Tagged as 'Complaint'

Walgreen’s

Unfortunately it’s a pattern I’ve seen all too often in the past — the tale tale signs of a merchant that clearly care nothing about you as a customer except what they can extract from your wallet.

I was in Walgreen’s, and I was purchasing a few items and I noticed that they had a $5.00 off on your next purchase with a $20.00 purchase — well, it just so happened that I could make immediate use of that so I got together $20.86 in merchandise and went up to the cash register.

The cashier entered all the promotional codes for my purchase… I swiped my credit card (which was authorized for payment), out came my receipt, an no $5.00 off coupon.

She called the manager on duty (a person I’d conversed with on a number of occasions — who I’ve always found quite competent, quite friendly, and quite helpful).  It took her a few minutes to get to the register; she said that she could void the receipt and do it again, but my feeling was that the cashier had done nothing wrong — it just didn’t work.

But wait!

Walgreen’s apparently knew there were cases where this wouldn’t work — they had provided stores with a form that customers could fill out and mail in.  It did take her quite some time to locate the form, in all I stood at the check out about 40 minutes (40 minutes of my life I’ll never get back, nor will I be compensated for in any way).

So, corporate expects customers to spend their time and money (no envelope or stamp was provided by Walgreen’s) to correct their problem.  The advertisement clearly stated that the $5.00 off coupon was instant, not a mail-in rebate; and that it could be used on the next trip to Walgreen’s (like immediately).

I can’t fault any of the store employees — they tried to do what they could; but I do fault the corporate policy.

I came home, I wrote a lengthy message to Walgreen’s customer service telling them what had happened, and what I thought of their policies, and that they’d made me a happy and loyal CVS customer (there’s a 24-hour CVS right across the street from the 24-hour Walgreen’s near my home).  And when I sent it — I immediately deleted the email address I’d provided Walgreen’s for their sales circulars and online shopping (I’ll have no need for those) and directed that they were to remove all my information from their systems.

I have no need to invest my time and my money correcting the failing of a company that doesn’t offer in any way to compensate me for their mistakes, and I encourage everyone to do what I always do — use your wallet to show you just won’t accept this type of behavior.

If a company makes a mistake — the company should fix it without any intervention of the customer that’s effected.  And my personal feeling is there should be a federal law that requires companies to pay individuals for their time and expense they invest in fixing problems that they in no way contributed to (whey are doing work for the company) – after all, the way it stands now, companies have no reason to get it right, since it always seems to be you the consumer that get’s the short end.

I’m just saying “No” to Walgreen’s — just like all the other companies who’ve shown they don’t deserve my business.

Originally posted 2012-05-28 02:00:03.

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.

The new SPAMmer in town — Apple Computer, Inc

Last week I wanted to update my Mac Pro to the newest version of OS-X, it’s free after all…

So powered up my Mac, let it apply all the updates for the software I had on it; then I went to the App Store to download OS-X Version 10.9 “Mavericks”.

When I tried to use my Apple ID to log in, the system told me that it had been deactivated; when went through the rats maze of information I ended up needing to call Apple Support.

I got through in about two minutes, which was impressive until I was connected to a person who barely could speak intelligible English (if English was her native language I’d consider her near illiterate). After what seemed like an eternity of back and forth (the human version of the electronic rats maze I’d just been subjected to), she told me that she would not be able to re-activate my account… after that I ask to speak to her supervisor.

I don’t know how long the hold was, but it was long, and long enough to put us past the operating time for support — the phone clicked (I could tell a person had answered), and I was immediately disconnected.

Great service Apple — the only other places recently I’ve found websites as poorly done and customer service as clueless is HealthCare.gov…

Since service was now closed, and I couldn’t get another call through to Apple (I did schedule a call back for the next morning; which FYI — I never got, absolutely no record of any call attempt within an hour of the scheduled time) I decided to be creative with their recovery system.

Eventually I got a reset email (perhaps Apple’s recovery system takes a few hours to send an email — I don’t know — and I really don’t care).

I gained access to my account, changed my password as required (it indicated I couldn’t change my password to my previous password — so in fact it wasn’t that I had forgotten my credentials, the account really had been deactivated).

Finally, after several hours I was able to “purchase” Mavericks from the App Store (as an aside — what happened to the cat motif ) and start the install.  I just went to sleep, it was way later that I had expected to be up.

While it really miffed me that Apple decided to deactivate my account (no one could really tell me why) and made it so difficult for me to re-activate it (and threw a horrendous web site and clueless customer service in my face) but what really pissed me off is that Apple automatically subscribed me to their f’ing mailing lists.

WTF???

I don’t want $#!+ from Apple – unless you’re giving me something to get your f’ing marketing crap I don’t want it — and I (and the laws of the State of California — where Apple is based) would classify it as SPAM.

All I can say is Wall Street isn’t the only one who’s becoming disillusioned with Apple.

Originally posted 2013-10-29 16:00:04.

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.

This is not education, and certainly does not represent true value…

The following letter was sent to:

  • Edward Meadows, President, Pensacola State College
  • Danny Steele, Department Head, Engineering Tech Programs, Pensacola State College
  • Chad Andrea, Professor, Pensacola State College

10 December 2013

 

 

Pensacola State College
1000 College Blvd
Pensacola, FL  32504

SUBJ:  CGS1061C – Introduction to Computers in Technology

Sirs:

Over the course of the last fifteen weeks I’ve read and reviewed the materials required by CGS1061C Introduction to Computers in Technology published by Cengage Learning; ISBN-13: 978-1-133-62973-3 Computer Literacy BASICS: A Comprehensive Guide to IC3, Fourth Edition by Connie Morrison and Dolores Wells; $162.95 (list).

While I will not purport to be a subject matter expert on every topic covered in this text, I do possess a technical background sufficient to observe numerous technical errors in the book, accompanying study materials, and tests.  It is clear that the book represents a very superficial view of technology and was written by individuals who lacked a deep understanding of the topics they were covering.  Further, it is clear that Cengage did not invest time and energy into having the materials reviewed by subject matter experts before publishing the first edition – and it would appear that they have invested little in correcting the book in the three additional editions since that point in time.

It may well benefit Cengage to product shoddy material like this at a low production cost with significant revenues, but it is a travesty for any institution of higher learning to use materials with technically inaccurate information, antiquated pictures and examples, and personal prejudices presented as fact (there is a huge difference between a “best practice” and an invariant fact).

Parroting information presented in a book, particularly when that information is incorrect, is not education.

I’ve included goal 6 from the strategic goals to reinforce that basing courses on materials like this is not in keeping with the published mission or goal of Pensacola State College.

  • Provide quality instruction through effective curriculum development, accessible delivery, and criterion-based assessment according to a common set of academic standards for each discipline.

And perhaps using the world “value” (as defined by the Oxford dictionary: the worth of something compared to the price paid or ask for it) to the published philosophy rather than “lowest possible cost” might further help illustrate the tenant of providing quality (not just quantity).

  • Being accountable to Florida’s citizens, the college exercises fiscal responsibility by offering the lowest possible cost consistent with its commitment to high standards.

I’ve taken classes from and attended seminars at a number of institutions of higher learning across this country, and I’ve found that quality education and academic excellence has always been a fundamental precept of each and every school.  Unfortunately I do not see that as the case at Pensacola State College – I see at Pensacola State College generally that the “would you like fries with that” mentality seems to apply to the educational standards, and excellence is just a word.  I implore you to take a stand and make a difference.

Sincerely,

L Roger Soles

L Roger Soles

Washington beyond ridiculous

There’s a funny interview with Senator Ted Cruz (Republican Texas) on CNN in which he calls for Kathleen Sebelius to resign because what he says her failure with the “Obamacare” health care exchange is causing the American people great harm; and he pontificates that that would be unconscionable for any official to do.

Excuse the #`(% out of me… but isn’t that just what he and his cronies did in the Senate and House for over two weeks???  Cause the American people great harm by not doing the job that the American people elected them to do???

While we all expect that people like Cruz depend on the American people having a short memory of their failures, but he really thinks that the average American is so dim-witted that they can’t remember the government shutdown that he was a major cause of four days later???

It’s really sad to think he ever got elected — and what’s even sadder is he probably will be re-elected because those in his district are so blinded by their hatred of a single issue that they will not look at the record and realize that people like Cruz aren’t moving this country forward, they’re helping to destroy it.

Now don’t get me wrong… I think the HealthCare.gov is a f’ing failure (and the individual mandate should probably be delayed because of the government’s failure to deliver a reasonably functional health care insurance exchange by 1-Oct-2013), but it’s exactly what everyone should have expected to come out of Washington.  It’s far more an example of what’s wrong with Washington than what’s wrong with the Obama administration (though there’s lots wrong with the Obama administration to be sure).

 People like Cruz just need to take a long hard look in the mirror to see where the problem startes… and the best possible thing everyone can do is vote the incumbents out — none of them have any clue how to get this country back on track.

CNN: Obama to address health care website glitches