Tag Archives: service

The happy customer…

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As much as I know they’re just another example of Big Data distilling me down to bits and bits based on my shopping, I generally like the service they provide. Having been a Prime member longer than I can remember, I’ve gotten use to my deliveries showing up amazon-prime-logono more than two days after I click the “buy it now” button.

My latest order was an exception. It’s guaranteed delivery date was yesterday, but the package was a no show. It wasn’t anything particularly important, but a guarantee is a guarantee in my simple mind. Mostly, I logged in to Amazon’s customer support chat feature this morning to let them know that I’m watching them while they’re busy watching me. I wanted to at least let them know that I was paying attention.

Without being asked anything more than the order number, the CSR immediately apologized for the inconvenience on behalf of the company and credited my account with a free month of Prime. No questions asked, they addressed the issue by providing compensation that I felt was more than fair. They didn’t make me chase my tail to feel satisfied with the experience.

By giving me something that effectively is no cost to them, Amazon left this customer happy. Other retailers, both online and brick and mortar, would be well served to take a lesson. Even if they are Big Data bent on controlling the universe, I’m once again a happy Amazon customer. Job well done.

Comcast, once again, sucks…

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If there’s are recurring threads to this blog, one of them must certainly be my ever increasing disdain, annoyance, and hatred of Comcast. Last year, I argued, cajoled, and bullied my bill for internet and television down to a svelte $97.04. That bought me 80 channels, “performance” internet, and HBO – the one splurge that’s non-negotiable (at least until HBO figures out a way to let people subscribe to them as a service instead of as a cable add-on). When I opened my bill this morning and found the price jumped to $124.09, well, let’s just say that they’ve given me one more reason to be less than impressed with their service.

Sure, business costs increase. Got it. Understood. Yet somehow, I don’t think the cost of delivering television and internet here to scenic Rental Casa de Jeff increased 25% year-over-year. Cutting the cable seems like a more and more realistic option for me every time they dish out such asshattery. Of course I’d still be saddled with a business relationship with Comcast because they have a monopoly on high speed out here in the wilderness. They suck, but sadly are the least bad of a host of truly god awful alternatives.

We can land a goddamned man on the goddamned moon, but can’t seem to come up with a way to watch Game of Thrones and surf the interwebs for less than a C-note a month. Maybe when the Chinese take over they’ll figure this mess out for us.

What Annoys Jeff this Week?

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1. Customer service. On Tuesday morning, I drove an hour towards Baltimore expecting to transact a not insignificant amount of business with a well reviewed small local retailer. I originally planned to go in on Monday, but noted on their website that they were closed Sundays and Mondays. No harm no foul. Of course their site didn’t make any mention of the fact that they were also going to be closed on Tuesday this week. So I wasted two hours and burned half a tank of gas driving around north eastern Maryland on Tuesday for no apparent reason. As much as I’ll be the first to tell you that keeping up with a website is a pain in the ass, it seems to me if you’re going to bother to have one, it’s probably worth keeping the information up to date. Otherwise, as in this case, you’ve thoroughly annoyed a cash customer before they even walk through the door. I’ll probably still do business with this outfit because they’ve been recommended to me so highly, but it wouldn’t take much in the way of less than excellent service at this point to send me down the road to the next closest competitor.

2. Email. If anyone is wondering how I spent my first day at work after almost two weeks off, it was largely dedicated to reading, responding to, filing, or deleting 127 emails that rolled in over the Christmas-to-New-Years window. That’s not an exceptionally heavy load – it would have been far worse if I had taken off two weeks in say the middle of the spring. Look, I think it’s cute that there were a few people out there trying to get something done over the last two weeks, but since I wasn’t one of them, it’s going to take me a day or two to get back up to speed. Especially since I wasn’t exactly spending a lot of time pondering what important bit of email I was missing while I was away. Trust me when I tell you that sending me a follow up email the day I get back isn’t going to improve the response you’ll get. In fact it’s just going to make the process work more slowly for both of us. Now that I’m back in the saddle, it’s safe to assume I’ll work your issue in whatever priority it’s given by those elevated to positions higher than mine. In the meantime, have a cookie and get off my ass.

3. Attention span. I don’t know if it’s me or my surroundings, but lately my attention span feels like it’s all of about 37 seconds. That’s great for some things, I suppose, but I’d have a hard time listing what any of those might be. For purposes of reading, writing, or really trying to get anything done with any semblance of speed, it’s really kind of a hassle. I’d hoped that the new year would bring some kind of renewed focus. Unfortunately, it feels a lot like 2013: Part Two in that regard. As always, I’ll muddle through until the glitch works itself out.

Happy Christmas

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This would probably be a longer Christmas post if the internet connection here at the Jeffrey Tharp Historic Childhood Home, Library, and Giftshop weren’t so problematic this morning. Since it’s come down to needing to post using nothing but thumbs and a 5-inch screen I’ll simply say happy Christmas. Enjoy the day and all that comes with it.

What Annoys Jeff this Week? (The Centennial Edition)

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Good evening ladies and gentlemen and welcome to the 100th installment of What Annoys Jeff this Week. With nearly two years of weekly annoyances under my belt, the only thing I can say from the writer’s perspective is that despite living in a universe that seems personally intent on agitating the shit out of me, I always look forward to Thursdays. They’re the day I get to compact many of the small issues into one great big ball of pissed off and launch it out into the world. It may not be classy, but it’s cathartic.

I thought about working up something special for this auspicious occasion, but decided quickly that the best tribute would be letting it out the same way I do every Thursday – a simple list and brief description of the week’s three most pressing annoyances.

1. Technology. Honestly, I don’t know who I would be if I weren’t wrapped in the warm electromagnetic cocoon of modern technology. That’s also the problem. In a week that’s been a near constant battle with my laptop, with my wireless router, and my internet provider just to stay connected, I wonder if perhaps I’ve put a bit too much reliance on the network. Yeah, that’s really not so much a question as a statement of fact. Still, I’m pretty sure what I’m really looking for is a system that works flawlessly all the time and not a way to disengage myself from it… because the only thing more annoying than having every bite of universal data at your fingertips is not having it when you want it. Stupid double edged sword.

2. Insurance. I got a notice this week that my prescription drug plan cost is going up about $40 a month. The cost of my general insurance plan is jumping this year too, but that’s not what annoys me, really. After all, the insurance premiums and out of pocket costs are basically just the price I pay to avoid being dead. As far as I’m concerned, not being dead is basically worth every penny I need to pay. Quite frankly, I don’t want healthcare in the country to be “average”. I want to nation’s best hospitals and corporations to dump money hand over fist into developing innovative treatments and medical equipment. Like it or not, 300+ million people can’t all get the best care on the planet, but over time the ideas they pioneer at the best hospitals can develop into common practice across the country. That’s good for everyone. Until then, if I want to drive myself eyeball deep into debt to get treatment at Hopkins, Sloan-Kettering, or the Mayo Clinic, that’s my decision because at least for now I’m the one paying the bill. When someone else foots the bill and tries to be all things to all people, we inevitably end up with a mediocre “standard level of service,” and I like being alive entirely too much to let any government entity of company decide what treatment checks off the box that says “good enough.”

3. Chicks. Don’t get me wrong, I have nothing but love for you ladies out there. You’re soft and curvy and smell nice. I love the way you walk and the way you talk… but after 35 years I still have no ability to understand the way you think. Although I am an accomplished man with many skills and talents, the ability to read minds is one that, thus far, I haven’t mastered. I’ll keep working on it, but in the meantime I’d consider it a personal favor if you could just go ahead and tell me what’s on your mind rather than letting me speculate wildly on my own. Trust me, left to my own devices my mind can conjure notions that are generously described as “bleak.” And that tends to be a situation other than good for everyone involved.

The not so mysterious case of Comcast sucks…

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Well, tonight you were schedule to get the post you should have gotten yesterday… But it seems “Comcast is experiencing technical difficulties that are impacting your cable television and high speed internet service.” Therefore, since I don’t feel like re-typing the damned things with my thumbs, you get another day of space filler. So in conclusion, Comcast sucks.

Yes, I know this is a first world problem… and since I live in the United States and not some remote herding camp in East Dirtbagistan, we’re just going to call them problems from now on. It’s one of the perks of living in the first world.

Where credit is due…

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I was all set to come back to the house tonight and write a scathing rant about Comcast. Give their track record, I didn’t think they’d have a prayer of restoring service today. Happily, I would have been dead wrong in that assessment. So now I’ve got to give credit where it’s due. Less than 36 hours after the lines came down, I’m back up and running with TV and internet. No fuss, no resetting boxes, just walked in turned things on and the signal was there. Nice job, Comcast. You done good this time around and I appreciate that.

Maybe tomorrow we’ll get lucky and I’ll have something to rant about.

Cover…

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Two Saturdays ago I went to the local truck accessory store and ordered a tonneau cover for the Tundra. It’s one of the flip models that still gives access to the bed without dragging the entire cover off the truck. At $900 installed the price wasn’t awful and the salesman doing the ordering said they could have it there on Tuesday. Not wanting to take a day off to do the installation, I scheduled the appointment for last Saturday, thinking that would allow plenty of flex time in case the parts were delayed in transit. And of course that’s where the plan went off the tracks.

I show up at 9:00 on Saturday for my appointment that should have taken about an hour to finish up. At 9:45 I see the truck back in the parking lot – without the cover. The sales guy comes over with that “yeah, we’ve got a problem” look on his face and tells me that the warehouse only shipped the box of hardware and not the cover itself. Strike 1. I’m annoyed by this point, but he promises that he’ll have them overnight ship it on Monday and they would be able to do the installation on Tuesday afternoon. Tuesday rolls by and at noon I call to make sure the second box has actually arrived. No way I’m driving halfway across town for no good reason again. This time, the story was that their truck from Texas had been stuck in the overnight ice storm, but that they were expecting it any minute. At 5:00 I called back and was told that they still hadn’t located the truck, but that they promised they could do the installation today at 1:00. Strike 2. I call back at noon today and ask about the missing truck and now get a story that my second box is actually on a truck in California and it probably won’t be in until next Monday. I’m steaming by this point and at times like this that it’s good telephones haven’t evolved the capability to let callers reach through the phone and bitch slap people on the other end. Explaining in as calm a way as possible that I was leaving on Saturday morning for the holiday and that I would just find a dealer in Maryland and have one waiting on me up there next week, I told them to just cancel the order and recommended hiring someone in their warehouse who knew something, or anything really, about warehouse or inventory management. Strike three and they’re outta there.

At 5:30 this evening, the store manager called back and really, really promised this time that they would have the item on Friday and could install it in the afternoon and that they’d knock $100 of the cover and $50 off the installation. They only thing I’m holding my breath for at this point is strike 4. Here’s a tip, don’t try to cry the blues about how hard it is to manage a warehouse in December to someone whose job description at one time included “Serves as a senior supply manager.” I’ve been doing it for almost six years and to be honest, logistics just ain’t that hard.