After reading through these posts, you may have the impression I hate Verizon. Your right.
Add another reason to the list:
Even the employees are angry
One thing is to continually piss off your customer base, pissing off your own customer support people is never a good idea.
Saturday, March 29, 2008
Friday, March 28, 2008
Fairleigh Ridiculous
It seems to me when people graduate from a university, they still need more education. How to write English not text, what is the proper business attire for their new work environment, how to deal with piercings, tattoos and other forms of body art, etc. Knowing I was sounding like an ole fogey, I would shake my head and think about 'these kids' and how oblivious they are to the reality of a business environment and how they did not have a clue as to what they had been taught about that environment..
Once again, I am wrong.
Once again I hear Linda in my head saying... 'Your wrong because you ASSUMED!'
Dammit she's right!
I assumed the college or university would teach 'Business English'. I assumed college would discuss proper business attire. I assumed the college or university would actually help PREPARE the student for the next step. Dear Lord, I am naive.
This valuable lesson was just pounded into my head. College students today are following the lead of their respective schools..God Help Them.
As part of my work with Linda, I reach out to different schools, groups, clubs and organizations who want to hear her speak on various topics. Since the move 'The Secret' based on the Law of Attraction (LOA) has come out, Linda has been asked about this topic by almost every person she meets, many of which are college students. She has taught the LOA to some of the top Media, Accounting and Financial companies in New Jersey.
I recently approached the Rothman Center of Fairleigh Dickinson University to have Linda speak or do a workshop on their campus. I called, had a very nice conversation with an Administrative Assistant, and then sent my follow up email as requested. The email was clear and concise, a slight recap of our conversation, and a thank your for the time.
This is the reply I received:
"We are not interested.
Thank you,"
No opening salutation, no form of any type, no modicum of business etiquette... just this thoughtless toss away of an email. And this is what got me to thinking... that if the Administrative Assistant sees this as a perfectly acceptable form of communication, then the University Administration should be ashamed of themselves for not only letting down their students, but decreasing their OWN standards to such an inappropriate business level, as to make me question their ability to effectively teach the future business leaders one of the most basic needs-communication.
Oh by the way, this is the response I wish to send, however, I know it will fall on deaf ears and blind eyes, so I will just invoke my right...and post it here... to The Complaint Dept.
"Dear Ms (name withdrawn)
I find it quite ironic to have received this email from you just as Linda Lauren was starting a Team Building Workshop on this very topic with one of the largest accounting firms in NJ.
I was told by you during our conversation on the phone today, that you would pass my information onto a group or society for them to consider for a lecture or program. Obviously, that was not done. I am also quite surprised that you alone make the program decisions for all clubs, groups, fraternities, sororities, faculty and staff gatherings. It is unfortunate that you have chosen not to pass opportunity on as it would be a great help to your University.
After re-viewing the Fairleigh Dickinson Website, and seeing an announcement for a lecture by a Tattoo Artist, I can now say, I am officially embarrassed to have been part of the Fairleigh Dickinson School Of Business.
God Bless
Susan Dolinko
Fairleigh Dickinson University, Madison
Class of 1979
Once again, I am wrong.
Once again I hear Linda in my head saying... 'Your wrong because you ASSUMED!'
Dammit she's right!
I assumed the college or university would teach 'Business English'. I assumed college would discuss proper business attire. I assumed the college or university would actually help PREPARE the student for the next step. Dear Lord, I am naive.
This valuable lesson was just pounded into my head. College students today are following the lead of their respective schools..God Help Them.
As part of my work with Linda, I reach out to different schools, groups, clubs and organizations who want to hear her speak on various topics. Since the move 'The Secret' based on the Law of Attraction (LOA) has come out, Linda has been asked about this topic by almost every person she meets, many of which are college students. She has taught the LOA to some of the top Media, Accounting and Financial companies in New Jersey.
I recently approached the Rothman Center of Fairleigh Dickinson University to have Linda speak or do a workshop on their campus. I called, had a very nice conversation with an Administrative Assistant, and then sent my follow up email as requested. The email was clear and concise, a slight recap of our conversation, and a thank your for the time.
This is the reply I received:
"We are not interested.
Thank you,"
No opening salutation, no form of any type, no modicum of business etiquette... just this thoughtless toss away of an email. And this is what got me to thinking... that if the Administrative Assistant sees this as a perfectly acceptable form of communication, then the University Administration should be ashamed of themselves for not only letting down their students, but decreasing their OWN standards to such an inappropriate business level, as to make me question their ability to effectively teach the future business leaders one of the most basic needs-communication.
Oh by the way, this is the response I wish to send, however, I know it will fall on deaf ears and blind eyes, so I will just invoke my right...and post it here... to The Complaint Dept.
"Dear Ms (name withdrawn)
I find it quite ironic to have received this email from you just as Linda Lauren was starting a Team Building Workshop on this very topic with one of the largest accounting firms in NJ.
I was told by you during our conversation on the phone today, that you would pass my information onto a group or society for them to consider for a lecture or program. Obviously, that was not done. I am also quite surprised that you alone make the program decisions for all clubs, groups, fraternities, sororities, faculty and staff gatherings. It is unfortunate that you have chosen not to pass opportunity on as it would be a great help to your University.
After re-viewing the Fairleigh Dickinson Website, and seeing an announcement for a lecture by a Tattoo Artist, I can now say, I am officially embarrassed to have been part of the Fairleigh Dickinson School Of Business.
God Bless
Susan Dolinko
Fairleigh Dickinson University, Madison
Class of 1979
Friday, March 21, 2008
Huh? Part 2
If we are country that wants to embrace 'Family Values', why are so many national chain stores open on Easter, Thanksgiving and Christmas?
Wednesday, March 19, 2008
Once Again
Dear Verizon,
Once again I called for a tech support issue for your lousy DVR box. And Once Again, trying to resolve this issue is as easy as plugging all the security breaches in Windows Vista.
Once again I was put on hold for the lifetime of a ladybug. Once Again I finally arranged an appointment for 3-5pm in the afternoon. And once again, you did not show.
So at 5:30 pm, I called and ONCE AGAIN, I was on hold...
I finally got through to someone and was told I had a choice, wait for a service person who probably won't show up or reschedule my appointment..gee thanks guys! So I reschedule.
Now, get this. I have repeatedly told Verzion to stop calling all the effing time, EXCEPT if they are going to be late or not be able to make an appointment... HA!!!.
I have gotten more lame ass phone calls from them than I can even begin to comprehend. Today was another fine example, and poor Raul got my wrath...
He called to find out about the service appt. yesterday, I explain it had to be rescheduled, (don't these people have computers or even read the effing file???). He said he 'now' sees that. He then asked what the nature of the problem with the DVR box was? I flat out asked him if he read the file (see previous comments in parenthesis).
This is when I had enough. I apologized for being rude to him, but after TONS of calls from Verizon, that have gotten me nowhere, done no good and have disturbed me night and day, I do not need someone asking me ONCE AGAIN what the effing issue is that is ON THE EFFING COMPUTER SCREEN.
I know I was not the pleasant Sumi, but the SheRa Pissed Off Consumer Who Has Had Enough of the Bullshit Sumi...
So Raul and Verizon here is a hint:
Read the file, then call... at your own risk, especially if you have no solution to the problem, or are going to ask a lame ass question. Do not wax me, do not lie to me, do not bullshit me, I will know it, do not do anything to bring out Sumi El Diablo, Damien Sumi, Sumi the Bitch Queen From Hell, because I tell you this, she ain't pretty, and you do not want to be on the other side of the phone when she rears her menopausal head.
Once again I called for a tech support issue for your lousy DVR box. And Once Again, trying to resolve this issue is as easy as plugging all the security breaches in Windows Vista.
Once again I was put on hold for the lifetime of a ladybug. Once Again I finally arranged an appointment for 3-5pm in the afternoon. And once again, you did not show.
So at 5:30 pm, I called and ONCE AGAIN, I was on hold...
I finally got through to someone and was told I had a choice, wait for a service person who probably won't show up or reschedule my appointment..gee thanks guys! So I reschedule.
Now, get this. I have repeatedly told Verzion to stop calling all the effing time, EXCEPT if they are going to be late or not be able to make an appointment... HA!!!.
I have gotten more lame ass phone calls from them than I can even begin to comprehend. Today was another fine example, and poor Raul got my wrath...
He called to find out about the service appt. yesterday, I explain it had to be rescheduled, (don't these people have computers or even read the effing file???). He said he 'now' sees that. He then asked what the nature of the problem with the DVR box was? I flat out asked him if he read the file (see previous comments in parenthesis).
This is when I had enough. I apologized for being rude to him, but after TONS of calls from Verizon, that have gotten me nowhere, done no good and have disturbed me night and day, I do not need someone asking me ONCE AGAIN what the effing issue is that is ON THE EFFING COMPUTER SCREEN.
I know I was not the pleasant Sumi, but the SheRa Pissed Off Consumer Who Has Had Enough of the Bullshit Sumi...
So Raul and Verizon here is a hint:
Read the file, then call... at your own risk, especially if you have no solution to the problem, or are going to ask a lame ass question. Do not wax me, do not lie to me, do not bullshit me, I will know it, do not do anything to bring out Sumi El Diablo, Damien Sumi, Sumi the Bitch Queen From Hell, because I tell you this, she ain't pretty, and you do not want to be on the other side of the phone when she rears her menopausal head.
Monday, March 17, 2008
Nickeled and Dimed to Death....
"Steve Jobs please'.
'Please hold'.
'Hello, this is Steve....'
'Hey Steve, how ya doing?'
'Good Sumi, whats up?'
'Look Steve, you know I love your computers... but I got a problem with your company'
'What kinda problem?'
'Well, its not really a problem with your computers... it's a problem with all the other stuff I need for the computers and the after purchase stuff.
'For example, I buy an iMac, right?'
'OK'
'So, when I bring the computer home, I unpack it... and? I can't do squat... I can't write anything because there is no Word or program like that, forgetabout Text Edit.. OK? So I gotta buy word, $150.00 or so... and if I want to edit a picture, there is no one complete photo editing program..so I buy Photoshop Elements..more $$.
'Now, I am not going to complain about tech support Steve, it's worth the money. But..this is where I start to get a bit peeved, Steve, .mac, for synching, email, calenders and all..$99.00 per year. ProCare and Concierge service $99.00 per year, EACH ..for classes, making appointments at the genius bar, and getting quicker computer fixes and stuff.'
'Our tech support is the best, we have to charge for that...'
'Steve, Steve, Steve...you are missing the point. If I am paying close to $2000.00 for a great computer, I should not have to pay MORE just to get it to work the way the you designed it! So, instead of charging me $2000.00 for a computer, charge me $2500.00, give me MS Word, Photoshop Elements, and 3 years of .mac. That way, I still pay for Tech Support-which I need, ProCare and Concierge-which I kinda sorta don't need, but may want to buy 'cause I am a Mac-a-holic, and then, when I get home I gotta computer I can use outta the box! See?'
'Yes I see... but my glasses are dirty'
'Funny dude, but what you're not getting is this... I am beginning to get sick and tired of being nickeled and dimed to death, first tech support, then word, the photshop, then .mac, then procare then concierge.. Steve are you getting the picture?''
'Sure am Sumi, by the way, did you leave your Visa # with my Secretary for this call?'
'Please hold'.
'Hello, this is Steve....'
'Hey Steve, how ya doing?'
'Good Sumi, whats up?'
'Look Steve, you know I love your computers... but I got a problem with your company'
'What kinda problem?'
'Well, its not really a problem with your computers... it's a problem with all the other stuff I need for the computers and the after purchase stuff.
'For example, I buy an iMac, right?'
'OK'
'So, when I bring the computer home, I unpack it... and? I can't do squat... I can't write anything because there is no Word or program like that, forgetabout Text Edit.. OK? So I gotta buy word, $150.00 or so... and if I want to edit a picture, there is no one complete photo editing program..so I buy Photoshop Elements..more $$.
'Now, I am not going to complain about tech support Steve, it's worth the money. But..this is where I start to get a bit peeved, Steve, .mac, for synching, email, calenders and all..$99.00 per year. ProCare and Concierge service $99.00 per year, EACH ..for classes, making appointments at the genius bar, and getting quicker computer fixes and stuff.'
'Our tech support is the best, we have to charge for that...'
'Steve, Steve, Steve...you are missing the point. If I am paying close to $2000.00 for a great computer, I should not have to pay MORE just to get it to work the way the you designed it! So, instead of charging me $2000.00 for a computer, charge me $2500.00, give me MS Word, Photoshop Elements, and 3 years of .mac. That way, I still pay for Tech Support-which I need, ProCare and Concierge-which I kinda sorta don't need, but may want to buy 'cause I am a Mac-a-holic, and then, when I get home I gotta computer I can use outta the box! See?'
'Yes I see... but my glasses are dirty'
'Funny dude, but what you're not getting is this... I am beginning to get sick and tired of being nickeled and dimed to death, first tech support, then word, the photshop, then .mac, then procare then concierge.. Steve are you getting the picture?''
'Sure am Sumi, by the way, did you leave your Visa # with my Secretary for this call?'
Thursday, March 13, 2008
Another How To....
Once again, I am on hold…this time its about 45 minutes worth, with the same lame, mind numbing tune playing, the kind of tune you will remember for hours-in your sleep, at a red light, watching tv, hanging in the back of your ear canal just making you crazy. Every once in a while a recording will come on ‘thank you for holding, a representative will be with you shortly… please continue to hold’. 1 hour now.
‘Hello, my name is…’ CLICK! Silence. Beep Beep Beep.
As I redial, yell at the prompts who refuse to understand basic English or allow me to punch in answers I read the paper and see yet another article on ‘How to Get Some Satisfaction Customer complaints can pay off with several basic steps’ by Greg Saitz.
“Be nice but firm”...yada, yada, yada. Guess Greg has not spoken to ‘Peter’ from Punjab, probably a nice guy, but he has no idea how we talk, try to resolve issues, understand the basic functions or operating systems of the computer/phone/tv, and for the life of me I cannot understand what he is saying. Or Mrs Martin, who is only putting her time in trying to figure out how to stonewall you at every juncture in the conversation.
“Ask for a supervisor”…uhh Greg, what planet are you on? Every company is hip to that. Supervisors do not take calls, return calls, or, if you are blessed to be passed to one, do not answer the phone.
“Keep cool”..do not yell”, Ok I’ll give him this one, even though I was on hold for an hour, disconnected, and have been on hold for yet another 45 minutes, and this is the 3rd time I calling about the same effing issue.
“Get copies of everything… go in person, call the CEO’s office”… man oh man.. How much work does a person have to do to get something corrected? OK…so I call Ivan Seidenberg’s office. (CEO Verizon Communications, (212)-395-1000). A very nice lady answers the phone, I explain my issue, she apologizes, her voice one of sweet honey with tons of understanding and empathy. She tells me she will handle the issue right away, sorry for the inconvenience. I am put on hold.
Finally, the problem will be corrected! Nirvana has been reached! Thank you Angels and Guides! Yippee! I am jumping for joy in my chair. After 3 long weeks of holds, hang-ups, rudeness, and no reply’s, I AM GOING TO GET THE HELP I NEED!
The same lame tune in my ear changes, and the extension of glory starts to ring…. And ring… and ring. ‘Thank you for calling, the mailbox is currently full, please try again.’
‘Hello, my name is…’ CLICK! Silence. Beep Beep Beep.
As I redial, yell at the prompts who refuse to understand basic English or allow me to punch in answers I read the paper and see yet another article on ‘How to Get Some Satisfaction Customer complaints can pay off with several basic steps’ by Greg Saitz.
“Be nice but firm”...yada, yada, yada. Guess Greg has not spoken to ‘Peter’ from Punjab, probably a nice guy, but he has no idea how we talk, try to resolve issues, understand the basic functions or operating systems of the computer/phone/tv, and for the life of me I cannot understand what he is saying. Or Mrs Martin, who is only putting her time in trying to figure out how to stonewall you at every juncture in the conversation.
“Ask for a supervisor”…uhh Greg, what planet are you on? Every company is hip to that. Supervisors do not take calls, return calls, or, if you are blessed to be passed to one, do not answer the phone.
“Keep cool”..do not yell”, Ok I’ll give him this one, even though I was on hold for an hour, disconnected, and have been on hold for yet another 45 minutes, and this is the 3rd time I calling about the same effing issue.
“Get copies of everything… go in person, call the CEO’s office”… man oh man.. How much work does a person have to do to get something corrected? OK…so I call Ivan Seidenberg’s office. (CEO Verizon Communications, (212)-395-1000). A very nice lady answers the phone, I explain my issue, she apologizes, her voice one of sweet honey with tons of understanding and empathy. She tells me she will handle the issue right away, sorry for the inconvenience. I am put on hold.
Finally, the problem will be corrected! Nirvana has been reached! Thank you Angels and Guides! Yippee! I am jumping for joy in my chair. After 3 long weeks of holds, hang-ups, rudeness, and no reply’s, I AM GOING TO GET THE HELP I NEED!
The same lame tune in my ear changes, and the extension of glory starts to ring…. And ring… and ring. ‘Thank you for calling, the mailbox is currently full, please try again.’
Thursday, March 6, 2008
Wednesday, March 5, 2008
One Day Your Going To Need To Know This....
‘One day…hisssss…you are going to need to know thisssss, mark my wordssss…” the voice sounded as if it was coming form a Gila monster, but it wasn’t. It was Mrs. L., my 7th grade geometry teacher, getting ready to throw someone else out of her room.
“One of these days, you are going to look back on this and KNOW I was right.!’ she continued, and then Robert was a goner, again.
For me today is that day. 37 years later, and it sucks, cause I do not even remember the tiniest morsel of it, not the most infinitesimal iota, and dammit, I need to.
I am trying to line up some pictures in my house, I want them perfect, all the same height, all the same angles, all the same distance apart, and it ain’t happening.
I am at my other home, the one in Second Life (SL), the Polynesian Longhouse with open sides for the lush tropical foliage to be seen, to hear the ocean sounds, to see the crashing waves that change daily, and believe I am somewhere else, not sitting at a desk in New Jersey, where it's 32 degrees and raining/snowing/sleeting all at the same time, absolutely dreading the thought of trying to clean the sidewalks.
Crap! The middle one is off… again… it is tilted in a weird way…think! Think you moron, you did this in 7th grade, how difficult could it be????
... maybe I won’t fix it, no one will notice… Not likely. A lot of my SL friends are accomplished builders, they CHECK out your stuff, not just the style, but also the textures, does it LOOK or FEEL real, is it lined up, is it pleasing to the eye, or are you a hack, just throwing the stuff on the walls and the floors hoping there is not much empty space?? They will notice, big time, and let you know...
Wait, now I remember, somewhere in the recesses of my brain, deeply hidden for years and years, hidden from the alcohol, the smoke and smog, the basic over indulgences of life, its there… ‘Check out the angles… 45/90/180/270 degrees’… yee haa got it!
“One of these days, you are going to look back on this and KNOW I was right.!’ she continued, and then Robert was a goner, again.
For me today is that day. 37 years later, and it sucks, cause I do not even remember the tiniest morsel of it, not the most infinitesimal iota, and dammit, I need to.
I am trying to line up some pictures in my house, I want them perfect, all the same height, all the same angles, all the same distance apart, and it ain’t happening.
I am at my other home, the one in Second Life (SL), the Polynesian Longhouse with open sides for the lush tropical foliage to be seen, to hear the ocean sounds, to see the crashing waves that change daily, and believe I am somewhere else, not sitting at a desk in New Jersey, where it's 32 degrees and raining/snowing/sleeting all at the same time, absolutely dreading the thought of trying to clean the sidewalks.
Crap! The middle one is off… again… it is tilted in a weird way…think! Think you moron, you did this in 7th grade, how difficult could it be????
... maybe I won’t fix it, no one will notice… Not likely. A lot of my SL friends are accomplished builders, they CHECK out your stuff, not just the style, but also the textures, does it LOOK or FEEL real, is it lined up, is it pleasing to the eye, or are you a hack, just throwing the stuff on the walls and the floors hoping there is not much empty space?? They will notice, big time, and let you know...
Wait, now I remember, somewhere in the recesses of my brain, deeply hidden for years and years, hidden from the alcohol, the smoke and smog, the basic over indulgences of life, its there… ‘Check out the angles… 45/90/180/270 degrees’… yee haa got it!
Tuesday, March 4, 2008
Why are you here? Part 1
It started one Sunday Morning buying bagels. I make my way to the counter and look at the choices.
'Hoany?' I think he says
'What?'
'Hoany?' in such a soft tone I can barely hear him
'Sorry, I have a bit of a hearing problem, what did you say?'
'HOW MANY?!'
'Oh...4 please'
He was maybe 19, tall, lanky, wrinkled shirts and jeans, and his face said it all... why are you here bothering me... why are you in the way of my life on a Sunday morning when I could be sleeping, hanging, or whatever? Why am I even here when I do not give a shit about you, this place or the idiots I have to work for.
One of the old timers behind the counter finished getting my order together, cream cheese, chive cheese, muntser, lox and nova. He brought it over to the counter, told him it was for me, and the total. He was ignored as well, ignored with such a practiced ease to make me wonder..Why the f*@k is this kid still working here?
'$ dollars'
'I'm sorry, I cannot hear you, how much?' I am really sick of this kid and his BS.
Then I get the look, one of such anger, contempt, hatred, and intrusion into his life, that I am supposed to shrivel up, lean over and fall into the pits of hell through the hole in the floor he has just created for me, the biggest pain in the ass his life has seen and will ever be subjected to.
'$23.58'
I give him $40.00.
He puts the change in my hand and just stares at me, daring me in his own way I guess, or just so uncaring, that my reactions truly mean nothing. Crap, he's geting my goat and knows it.
'Thanks, have a great day Mr Happy!' I say it just to piss him off, knowing he could care less.
Meanwhile the counter guy was watching this exchange with me and another customer, treated just as nastily and rudely with even more condescension.
The counterman speaks... 'Hey Mr Happy...with me..NOW'
'Hoany?' I think he says
'What?'
'Hoany?' in such a soft tone I can barely hear him
'Sorry, I have a bit of a hearing problem, what did you say?'
'HOW MANY?!'
'Oh...4 please'
He was maybe 19, tall, lanky, wrinkled shirts and jeans, and his face said it all... why are you here bothering me... why are you in the way of my life on a Sunday morning when I could be sleeping, hanging, or whatever? Why am I even here when I do not give a shit about you, this place or the idiots I have to work for.
One of the old timers behind the counter finished getting my order together, cream cheese, chive cheese, muntser, lox and nova. He brought it over to the counter, told him it was for me, and the total. He was ignored as well, ignored with such a practiced ease to make me wonder..Why the f*@k is this kid still working here?
'$ dollars'
'I'm sorry, I cannot hear you, how much?' I am really sick of this kid and his BS.
Then I get the look, one of such anger, contempt, hatred, and intrusion into his life, that I am supposed to shrivel up, lean over and fall into the pits of hell through the hole in the floor he has just created for me, the biggest pain in the ass his life has seen and will ever be subjected to.
'$23.58'
I give him $40.00.
He puts the change in my hand and just stares at me, daring me in his own way I guess, or just so uncaring, that my reactions truly mean nothing. Crap, he's geting my goat and knows it.
'Thanks, have a great day Mr Happy!' I say it just to piss him off, knowing he could care less.
Meanwhile the counter guy was watching this exchange with me and another customer, treated just as nastily and rudely with even more condescension.
The counterman speaks... 'Hey Mr Happy...with me..NOW'
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