PlanetFeedback's ShopperCast

Taking Hostages Not Just For Terrorists Anymore

We here at the worldwide headquarters of ShopperCast recently sent a letter through PFB (not only do we run the place, we use it too) informing Verizon Wireless of a recent breakdown in their customer service apparatus.  As the lady from the executive office said when she called us regarding our issues, it was an extremely detailed letter.  To their credit, Verizon Wireless is one of the companies you can count on to respond to a PFB letter so we werent surprised when we found them on the other end of line, earlier this week.

What did surprise us, however, was the fact that, despite the major issues raised in the letter about a newfound lack of trust on our part toward Verizon Wireless and a distinct lack of customer service on their part, the only thing they were willing to do was apologize.  Which they did, every time we sought to drive home the degree of our disgust even to the point of saying "we're sorry you've lost trust in us...we hope to eventually regain that trust".

And that's where this whole situation stinks.  Our problem with Verizon Wireless began with unauthorized access to our account...then it escalated to a breakdown of their supposed security notification process which should have alerted us to the changes in our account but didn't and finally ended with a customer service rep who clearly had no agenda except to get us off the phone as quickly as possible.

Yes, we were offered a $50 credit on our account "as a courtesy" (even as we type those words, our blood boils...they're doing US a courtesy?) however we didn't feel like being bought off that day so we politely declined.

Instead, what we wanted was the ability to get out of our two year contract which had just been renewed two months ago.  We'd be happy to return our newly bought equipment and they would allow us to cancel our obligation with no early termination fee.  As we explained to the lady from executive relations we would have already canceled our contract if it were not for that damn ETF.  After all, we'd just received a whole boatload of crummy service including an intrusion into our account and the best we could get out of anyone is they are pretty sure it was just an "honest error".   

It soon became clear the extent of their largesse would be a $50 credit and that they'd rather get kicked in the teeth by a rabid mule than let us out of our contract ETF free. 

So, we are now a hostage.  This isn't like buying a big screen TV at Best Buy and then getting mad because a year and a half down the road it breaks down and Best Buy won't do anything.  Those kinds of transactions are on a per case basis and the consumer has the ability to no longer buy from that company if they so wish which strikes to the heart of why businesses should be concerned about how their customers might be treated.  Not so with cell phone companies.  They can treat their customers like crap and the only way the customer can stop doing business with them is to give them a bunch more money that the company didn't even earn.  We're not about to do that so we're gonna be here for the next two years or so.

And if you need to talk to us, we'll be over in the corner, tied to our contract, unable to do a damn thing except whatever Verizon, in their infinite benovolence decides to let us.  As near as we can tell, that will involve letting us pay $130/month for the next two years.

Glad we could be of help, Verizon Wireless.

--Contributed by Greg

Tips On Dealin With These Changing Times

Besides dealing with all the recent financial chaos, it seems we consumers are having to confront an ugly truth - companies are no longer as "forgiving" as they used to be.  This shows up in a myriad number of ways on PlanetFeedback and usually involves a furious customer and an unyielding business.

Because we are so gosh darn helpful, we thought we would share some basic tips on how to best navigate the wildly stormy waters of commerce with our faithful readers. 

1.  Save your receipts.  This is quickly becoming not just an option but a vital strategy in making sure you're able to return items that don't work/don't want/don't fit.  One PFB commenter has a great idea - scotch tape your receipt to the item if you realize you're going to return it.  That way, the item and receipt stay together.  Another solution is to put them in a file box or cigar box to keep until you're sure they'll no longer be needed.  Whether folks like it or not, it's a simple fact of life that companies are not willing to just take a customer's word anymore when it comes to returning purchases and it's best to arm yourself with as much proof as possible.

2.  In that same vein, it's ALWAYS a good idea to familiarize yourself with a company's return policies.  To assume you can bring it back anytime with no problem is to make an often fatal mistake.  And what good does keeping a receipt in that cigar box do if you didn't realize you only had fifteen days to return that computer/mp3 player/random electronic item until sixteen days had passed from date of purchase.  Know the fine print,folks...your pocketbook will thank you later.

3.  Don't "rent" items.  One of the reason for the belt tightening is because companies are much more wary of those customers who buy an item, use it for awhile only to return it when they no longer need it.  This is NOT a nice thing to do and truly abuses the goodwill which needs to exist between a company and its customers.

4.  Don't make unreasonable demands.  If you share fault with the company then it's difficult to justify asking for anything other than a goodwill gesture.  If you're not at fault at all then, certainly, an expectation that they'll make it right and maybe throw in something extra for your time and trouble is reasonable.  Keep in mind, however,not EVERY mistake is an opportunity to stick it to the man and enrich your situation.  Those who live by the "milk every mistake for everything you get" sword are generally doomed to die by it too.

If you follow these tips, your chances of success in dealing with problematic situations are greatly increased.  We can't guarantee you'll be successful every time however, if for some reason you aren't, then there's always Planetfeedback to help get a successful resolution.

--Contributed by Greg

Gambling On The Economy

Hey, have you noticed how bad things have been lately, economy wise?  Yeah, it's pretty hard NOT to notice, eh?

Everything except for the price of gas is in the crapper.  Formerly high flying stocks have spiraled toward the ground, jobs are being lost faster than you can say "where's my darn unemployment benefits" and you'd sooner find a needle in a haystack than get a loan for a new car.

One of the industries being clobbered is the gaming industry.  These poor sad sacks are taking it in the shorts every which way but loose.  The once flying high MGM Mirage sold for about 96 bucks a share this time last year - now it's bargain basement time at 10.  Even worse is the Las Vegas Sands which was near kissing $150/share last year at this time.  Now, it's just under $6/share.  Can you believe that?

Even Harrah's, now the world's largest gaming company, is swooning.  In an effort to save some bucks, they no longer offer "hearty sub sandwiches" for their high rollers; instead replacing them with hummus dip and crackers (let's see if anyone notices).  The major problem for all these sin city entities is they are drowning in an ocean of debt; debt once manageable that, in today's chaotic environment, has turned to quicksand and threatens to pull some of these former players under for the final count.

Well, we here at the worldwide headquarters of ShopperCast in Seattle, Washington, have decided we're gonna do something about all this doom and gloom, dammit.  We're no longer content to watch as these former billionaires flail about; searching desperately for a way out of the morass.  We're gonna reach out and lend a helping hand ala the soon to be coronated Barack Obama who thinks it's a good idea to "spread the wealth around".

And so it is in the middle of November, we're off to Vegas for three days of fun, sin and debauchery to be followed by a couple of days in Los Angeles where our nose will, once again, become acquainted with the grindstone.  Then, we will return to our Seattle base, with a tummy full of warm fuzzies knowing that we will have done our part in bringing the economy back to a paying basis and, in the process, we assuredly will have made the Messiah, Barack, damn proud for all the wealth we're likely to lose spread around while on our trip.

In the process of planning this trip we discovered something of which our faithful readers might take note - if you're thinking of going on a trip somewhere fun, NOW'S the time to do it, folks!  Your intrepid reporter snagged a flight to Vegas, then to Los Angeles and then back to Seattle for a total of $260 including taxes and fees!!  And, while our hotel in Los Angeles ain't exactly dirt cheap, we are getting a room in Vegas for three nights for $140 taxes included (and THAT even includes a Saturday night).  And, NO, we arent talking about the Motel No Tell, thank you very much.  We aren't going to mention the hotel (got to keep the paparazzi at bay, dontcha know) but let's just say it's a remarkably good deal.  And our rental car for three days of fun and sun is just $60 taxes and fees included for a mid size which will probably end up being one of those simply awful Chrysler Sebrings (honest to God, who in the world thought THAT was a good car to build?)

So...the message from the fine folks at ShopperCast is - TRAVEL BABY TRAVEL!!  You'll be amazed at the great deals that are out there!

--Contributed by Greg

Two Sweet-Nothings Customers Would Rather Not Have Whispered in Their Ears

We’ve all heard them and we all hate them. Then why, when the economy is falling so fast and stores practically have to pay customers just to get them to pass through the sliding glass doors of their storefronts, do customer service reps still utter them? Unfortunately, the cause is usually over-worked and underpaid employees, which probably won’t change anytime soon. The following are two of the absolute worst:

 

“I’m sorry you don’t understand our policy”
This first one is bad. By saying, “I’m sorry you don’t understand our policy,” implies that the customer has done something wrong by failing to understand a policy he or she probably just doesn’t agree with, or one the customer service representative doesn’t understand and therefore could not explain it to someone who does not work for their company. This phrase infuriates us because not only is it condescending and unhelpful, but it displaces the blame from the retailer or service provider to the one person we know is “always” right; us.

 

“There’s nothing I can do for you"(or that’s not my job).
There are several parts of this phrase that are so irritating, it makes us want to jump on top of the customer service counter and throw a temper tantrum, worthy of our two year-olds. First, it closes all dialogue between the customer and the representative. Its as good as saying, “I don’t want to help you,” or “I have better things to do than help you.” Secondly, very rarely is this sentence accurate. Usually, there is something that can be done to fix any level of customer dissatisfaction, except for the rare case where the customer is completely irate and wants something completely ridiculous. 

 

Sometimes it feels like, employees in customer service, just aren’t trying anymore. Whatever motivation they were given previously is either not working, or has been cut due to the dwindling economy. Unfortunately, there isn’t much we can do other than contact corporate offices and let them know what verbiage we like to hear, and what makes us want to reenact the pea soup scene from “The Exorcist.”   

-Contributed by Alicia Butler

The Most Wonderful Time Of The Year

Our favorite shopping time of the year approaches!  Do you realize that it will be November this week? Yeppers.  That means its time for us to start checking out the Black Friday websites.  We've already lost 20% of our retirement, so we definitely need to tighten the ole belt this year.

However there are two electronic items that are on our to-purchase list ~ a digital camera and a camcorder.  True, it's not a big screen television, but they are the priciest things on our list this year.  So we're watching for the sales.  And some of these websites are very consumer-friendly as they leak unveil Black Friday ads early so we can plan our Black Friday shopping.  Planning out your steps in order to get the best bang for your buck - it's an art.

Sears has been posted; Toys R Us has been posted.  Can you just imagine us sitting here rubbing our hands with glee as we review the sales and consult our list?  Yep, that's us.

Despite the flailing economy, this holiday shopping season is going to be tight for another reason - it's going to be shorter than it was last year.  Thanksgiving is late this year - November 27 - which gives shoppers less than one month until Christmas to stock up on those items on their shopping lists.  HEY!  That's just one month from today.  Yippee!

One thing that's apparently not going to happen:  Wal-Mart is not bringing back its layaway program.  Customers have pleaded, but it ain't gonna happen.  The company cites the expense of maintaining the program as well as the losses it takes when it can't sell items that are placed on layaway and then ignored or forgotten by consumers.

So ladies and gentlemen, start your engines.  It's never too early to make sure you have broken in a comfortable pair of shoes and/or work on your endurance levels.  Black Friday is coming soon!

--Contributed by Deb

Cell Phones: NOW We Get the Service We Deserve?

Now that 85% of the American population owns a cell phone, cell phone service providers are finding that they have to try something to new in order to steal customers away from one another:  Customer service. 

Customers have owned enough phones and been through their own horror stories (contracts automatically extended for two years for adding a family member or changing a battery, $200 termination fees to get out of contracts, surprise charges that appear without explanation, errors on bills that never seem to get fixed despite promises from CSRs) and they've gotten smarter.  This time, the service providers know that. 

The largest wireless carrier in the U.S., ATT, is pushing a newfound emphasis on customer service the hardest, and acknowledges that the industry has a history of having lousy customer service.  Last month, ATT launched a Web site that promotes its new consumer-friendly policies--policies that ATT and all the others strongly opposed until recently, such as pro-rating early termination fees.  This week, Sprint Nextel became the last of the big four carriers to trim its early termination fees, which it will do as soon as December.

A bright spot:  According to a consumer satisfaction survey issued last month, there was a small improvement in the industry in resolving complaints to call centers.

And while customers cite cheap calling plans as their number one issue when it comes to wireless phone service, poor customer service is a close second.  Many customers would gladly pay a little more if they felt like they were being taken care of and treated like valued customers:  27% of cell phone users cited customer service as the reason they changed providers.  "Good customer service goes a long way," one respondent told the surveying group. "I have spoken with incompetent reps, and there is nothing that gets me to switch service ... more than wasting my time with incompetent and uninformed customer service."

Of course, this isn't all about customer service.  There's a little government influence as well.

The wireless industry opposes proposed regulation by the states, preferring national legislation — or none at all. Last year, a lobbying group formed by the wireless carriers (MyWireless.org) spent $151,000 in Minnesota alone last year to successfully oppose proposed state regulations.

The wireless industry now argues that regulation is unnecessary because it has changed.

But Consumers Union, publishers of Consumer Reports, is unimpressed by the industry's newfound love for customer service. The organization's HearUsNow.org blog for consumer complaints still gets complaints about contracts, poor or no service and hassles trying to get problems fixed.

State attorneys general offices share similar views of the nation's wireless providers, citing the providers' resistance to any regulation, and the fact that their offices continue to receive a high volume of complaints about contract issues with service providers, and they believe that the current changes in the wireless industry are being done to avoid regulation altogether.

Regardless of the motives for the changes, we think any improvements will be welcomed by the nation's cell phone users.

~Contributed by Angela Nims~

Stop Testing On Animals

The last thing companies need in these tough economic times is an irate consumer - one of those one who either correctly or incorrectly attributes actions to a company and responds with anger and outrage.  And there's not a darn thing businesses can do about this reaction.

Amierah writes to Clinical Creations and is positively livid over practices of testing their products on animals ~ however at the bottom of her complaint, she requests it be forwarded to Clinique.... which is not Clinical Creations.  Different companies, with similar names, seem to have added to her confusion.   

According to some of the comments left on this letter, Clinique has a policy AGAINST animal testing.  Even PETA says Clinique is okay.  Can't win, can they?  They're against animal testing (out of curiosity, what do they test the products on for safety purposes before we use it if not animals?) but still get accused of cruelty.  And now they have a consumer who swears her dollars will never darken this company's door again, based on what's probably an erroneous reading of information on a website.

All the more reason to be sure you're an educated and informed consumer.  You can't base your entire base of information on a company based on what you see on website.  Double check.  Triple check if necessary.  The best weapon a consumer has is knowledge. 

--Contributed by Deb 

All I Want is What's Coming to Me, All I Want is My Fair Share- Can Consumers Really Reap the Benefits From Rewards Programs?

What does a hotel stay at the Super 8 Motel have to do with the Four Seasons? Or buying groceries online have to do with a free upgrade to first-class on your next trip to Europe? While it doesn’t seem like these things have anything to do with each other, they hold one common denominator: rewards sites. The savvy traveler knows the best way to earn miles and get free hotel stays is by purchasing products they use everyday through loyalty programs. But how reliable are these programs and what guarantees you’ll get your rewards?

 

The best loyalty program is one where there is no loyalty for a specific brand. (Think getting airline miles without committing to one airline). Hotels.com has recently started a program that gives you one free night’s stay at any property of your choice (yes, even at the Four Seasons) after you’ve booked a total of ten nights of hotel stays through their website. This is probably one of the best deals we have seen so far, as customers are not limited to a hotel choice of “equal or lesser value” for their free stay.

 

United Airlines offers a rewards program where frequent fliers can register any credit card or debit card online and when they use that card at select restaurants, online stores, and grocery stores, they can earn miles toward free tickets and upgrades. But how well does this system work? When we signed up for this service and used our debit card at certain locations, we noticed many of the restaurants on the major list had disappeared from their preferred providers over the course of one week. While some of our miles hit our account relatively quickly, we were never credited for others. This type of program seemed to be hit or miss. It works fine if you want to shop or eat at these establishments anyway, but its not really worth going out of your way if there is a chance you won’t receive credit for it.

 

Finally, programs online such as Fatwallet.com offer a 1%-3% cash return when you access certain websites through their buyer portal. This service is pretty convenient, as you are able to price-shop several websites and see a side-by-side comparison of several products at once. Plus, the returns seem small, but if you switch to buying products this way, they can add quickly. The only downfall is that many of these programs have gone out of business in the past five years and consumers “lost” all the points they accumulated.

 

Finding a rewards program can seem just as personal as finding a roommate. It really has to fit your needs and you may have to go through a few of them just to find the one that’s right for you.

 

On the plus side, they don’t leave the toilet seat up, they never leave dirty dishes in the sink, and you never come home to find their boyfriend camped out on your couch for three weeks. Okay, so maybe its easier than finding a new roommate.

-Contributed by Alicia Butler

 

What To Buy For The Politico

So do you want something just a little bit different for the fan of all things political in your life?  Some of these things make great stocking stuffers and are definitely better than a tie for Christmas.

Like a McCain or Obama pez dispenser.  Yahoo!  Finally the ability to eat candy pellets that have been around since the Nixon administration out of a politicians plastic head.  SWEET!  That's what we've always wanted to do!  Speaking of 'dos.  If you're tired of your hair style, you can emulate Sarah Palin or Michelle Obama's. And, of course, shout out to Joe the Plumber!  (No... we don't want HIS hairstyle).  But there are all sorts of buttons, either lauding or poking fun at good ole Joe, for sale. 

How fun!  We love these type of things ~ not for just the novelty factor but because, in a way, it's a piece of history.  We still have our "Indecision 2000" magnet on our fridge.  It was timely and different when we purchased it and it's still a reminder of THAT quirky election.

Even the candidates themselves are getting in on it.  It used to be that politicans handed our political swag for free... now some are charging.  For $25 a Ralph Nader t-shirt can be yours.  From the official Nader store.  Who knew there was such a place? 

We'll be checking stuff out!  If you find a site you'd care to share, just hit "reply" and let us know.

--Contributed by Deb

Customer Service Is No Secret

From time to time, customers write letters on PlanetFeedback in which they claim they will never shop at that company's stores again as a result of the treatment they received.  One such letter was recently sent to Victoria's Secret.  The customer was upset with the snotty, snobby attitude she received from the VS employee.

Whenever these kinds of letters appear on PFB, they're usually followed by a series of comments which question why that customer would give up on a chain based on just one bad experience.

This raises an interesting proposition - at what point IS a customer entitled to choose not to patronize a store and what obligation do they have to help a business keep their business?

Our stance is simple...a customer is entitled to "fire" a business after one bad experience and owes a business absolutely nothing in terms of keeping their business; if they so choose.