December 29, 2007
Time Warner Cable Internet and Sneaky Price Increase
Time Warner, without so much as an insert to the bill, raised my internet access monthly bill from $34.95 to $44.95.
Most of my bills are on autopay, and most of them are flat fees per month, meaning I only open the statements when I’ve got two or three; I quickly make sure they’re charging what they should, then file them.
So imagine my shock when I opened this month’s statement from Time Warner Cable and found the price increase. No new line item, no notation, not even an insert explaining the 30% increase – let alone a phone call. I quickly checked the last two months; nothing in there either. Were they just hoping I wouldn’t notice?
Naturally, I immediately called them. After an acceptable wait time (about 3-4 minutes), I got a human being. Male, heavily accented, didn’t offer his name. He called up my account and told me I have been “under a promotion” for the last year, and now that the year is up, the promotion has expired, and my service is reverting to the original price.
Understandably, I told him to put the “promotion” back. He said the only promotions they have are for more services, like digital phone (of course!). So I asked to speak to a supervisor.
At this point, it got surreal. He put me on hold, then came back to say, “No supervisors are available. Besides, they won’t change the pricing, what I’ve told you is how it works.” I insisted he let me speak to a supervisor, at which point he added that they were, “busy doing other things.” He could not elaborate. The best he could offer was that I should, “call back later.” When they’re finished doing other things? “Why should I call back later,” I asked, “if I don’t know what they’re doing, and therefore, if they’ll be finished?”
Never mind the gigantic, crushingly obvious question of just what in the Grinch’s goiter is more important than talking to your customers?
I insisted he try again; I was on hold for less than 20 seconds before he came back with the same scripted line, that, “no supervisors are available.” And continued to insist that they couldn’t help me anyway, he’d already given me the answer they would.
So it seems that companies, in a continuing effort to anally abuse their customers while taking our money without any responsibility for actually servicing them, have escalated the fight. They now have realized that most of us understand the poor minimum wage lackey front line customer service phone drone – assuming, of course, that they’re not some fungible galley slave from a sweatshop in another country – is useless.
They know that we the customers are no longer satisfied with scripted platitudes – horror of horrors, we actually want results! I want to be treated with common sense and character. Not companies that suddenly change the deal because it’s not in their favor anymore.
The most frustrating thing, however is this – what can I do about it? Cable companies are still monopolies; I can’t decide to leave this company in favor of another. So assuming I still like high speed internet, all I can do is shut up and keep paying. Hell, they could double the price, and it would still be cheaper than me putting in a land line to get DSL, the only viable alternative.
Oh for when satellite internet comes around. Time Warner, I am now counting the days until I can tell you where to shove your promotion. In the mean time, at least I can hurl stones at Goliath thanks to my David – the blog.
Oh, and I can also resolve to stop paying for Time Warner products. In fact, with the extra $120 a year they’re getting from me, I’m sure they’ll completely understand if I obtain a commensurate amount of TV, movie and musical entertainment “free of charge,” courtesy of this expensive internet connection.
I’ll just tell them that me paying for that stuff was a “promotion” which has now expired.
December 14, 2007
Christmas Cards and my friend’s kids I’ve never met
Treading on thin ice here – about to offend friends, family, assorted loved ones, etc. Days like this should be savored. Probably spit out, actually.
But hey, when you gotta blog, you gotta blog.
<Rant on>
Today we opened five Christmas cards sent by friends and family (and clearly people far more organized than we). All five shared this same quality – the card was a picture of their kid(s). Not the whole family. Just the kid(s).
Now, don’t get me wrong – being a father of a certain wonderful one year-old, I definitely understand the pride and joy thing. But I also understand that I’m a bit biased in this regard; i.e., I don’t have any illusions that anyone else cares as much as I do (read: gives a shit).
And yet, here’s this new tradition of sending out personalized Christmas cards consisting only of the children of the family. Unless the cards are going to your kid’s friends (or, let’s face it, grandparents – they don’t want to see any more of you, anyway; you fulfilled your purpose), what in Rudolph’s Red Nosed boogers is the point of leaving out the people I know?
Understand, friends and family and loved ones, I say all this only with deep and heartfelt love and lemon drop kisses, etc., but I don’t know these kids. In many cases, I’ve never actually even MET these kids. The person I know – and miss – and would love to see a recent photo of, and I promise not to snort holiday cheer out my nose when I guffaw about your receding and gray hair and extra padding, trust me – is, y’know, the person I actually know.
Sure, put your kids in the picture with you; makes total sense (and isn’t that charming). But in the same way your kid doesn’t want to get Christmas cards with my picture, why in Scrooge’s shorts do you think I want to get a picture of your kid?
</Rant off>
Tidings of comfort and joy.
December 10, 2007
TOYS R US invades my privacy
Toys R Us attempted to invade our privacy this last weekend.
So on Saturday, Catherine and Logan and I attended a birthday party for the son of our friends, who is about Logan’s age (i.e., just turned one).
A pleasant surprise was that one of the attendees remembered that Logan had just celebrated his birthday, and so presented us with a gift – a $25 gift card to Toys R Us.
Another thing we encountered was that most of the other kids, all a month older or younger than Logan, were already walking, while our son is still a crawler. The mother of the birthday boy showed us his “shoes,” little leather slipper type things with an elastic band. They stay on easily, and provide good feedback through the soles as the little feet are still figuring out how to stay up. We thought they looked like a great solution, especially since our day care center has just told us shoes are required at his new age bracket.
So on the way home, we decided to stop in at Toys R Us and see if we couldn’t find those shoes. Success! Two pairs, at $12.99 each (turns out they were on sale, $3.90 off, for $9.09). We grabbed two pairs and a pack of socks and got into line.
The guy ahead of us used his credit card to pay, and the cashier asked him for his phone number. Interesting, I thought – didn’t they used to ask for the zip code? Well, either way, I knew I would decline to participate. For one thing, I don’t appreciate sharing personal information in front of strangers (the others in line behind us), and for another, a zip code is bad enough – but a phone number? Why would they need that? I shrugged it off as perhaps something to do with his credit card.
Our items scanned in at $25.08 – just 8 cents more than the gift card. Oh well, I break out a buck and hand it to him. Politely, he takes it. The rest of the exchange needs to be given verbatim:
TRU Employee (TRUE?): Thanks. And I need your phone number.
Me: Oh. Well, I decline, thanks.
TRUE: No, I need it.
Me: I’m sorry?
TRUE: I need your phone number to finish the transaction.
Me: Well, I don’t want to give it to you.
TRUE: It’s not me; it’s the computer – it won’t let me finish without a phone number.
Me: For eight cents? Fine… five five five…
(you saw that one coming, right?)
TRUE (interrupting): Yeah, it won’t accept that.
(so this policy has pissed off enough people that so many customers have already tried giving the information number, to the point where this poor minimum wage sap has a reflex reaction to it?)
Man behind me: They want your phone number?
Me: Yeah, he says the computer won’t do the transaction without it.
Man: Unreal.
Man’s wife: Just give them my work number.
Man: Yeah, it’s 661-(I don’t remember the rest, but it was a suitably neutral sounding switchboard number, e.g., ending in a bunch of the same number).
And so we got out of there. I was honestly considering if we were going to walk out when they intervened.
Toys R Us is getting more and more obnoxious.
Our last nightmare experience was how they refused to take certain returns if the items had been bought online (we encountered this trying to return items from our registry on Babies R Us – extras, duplicates, etc.). Not only would they not take “web only” items, we were informed we would have to pay to ship them back, and that the merchandise credit would go to the person who had bought the gift – not us!
What moronic, sub-human, worm-brained, feces-chewing, sniveling twit thought this was remotely customer friendly – and what boob manager approved the idea?
We were faced with returning a $200 crib that would have cost us $75 to ship, and the credit would have gone to the person who gave it to us, not only giving us nothing in return, but embarrassing us to the generous party who had bought it. Yes, we had the baby registry, yes, the item had been bought through our registry, yes, we could prove who we were – and yet still, in an attempt at “fraud protection,” we were treated like so much dirt.
As for this latest twist of imbecilic idiocy, what possible reason can there be for demanding my phone number? Further identity verification in the case of an attempted return? If I have a valid receipt, why isn’t that enough? And for the guy with the credit card, why isn’t his credit card and the receipt enough (or his zip code matching his billing address?)
My zip code, I can see (though still can’t abide), as they try to see where their customers are coming from. But my phone number?
Simply unacceptable. I’d love to hear some comments on this – but my feeling is that we’re done shopping with Toys R Us.
Sound and Fury 