Dennis writes:

Five days after I moved into my apartment in Brooklyn, NY in April of 2009, my car was towed for parking near a fire hydrant. I ended up spending $300 to get my car back. Later that month, I saw a Verizon van parked directly in front of a fire hydrant on the same street in Brooklyn for several hours. Even after I called the police, nobody came by to tow the Verizon van. So why does Verizon and the NYPD think that Verizon vans parked directly in front of fire hydrants is not a safety hazard?

We understand that the NYPD has a lot on its plate, but don't they have a dedicated parking enforcement division? We'd think that someone calling to say "hey, there's a van parked next to a fire hydrant" should sound like "here's $115 plus impound fines for the taking." Get on it.

If anyone from Verizon is reading, here's that plate number: 21500JR.

In the video, Mark, with the air of a man who made several local TV ads, reads a statement of the facts leading up to and following the taping. The statement was signed by the reader, Jason. Mark owns a pen, a pair of glasses, and a ficus. He provides a few new pieces of information: the videos were taped in June 2008, but Jason didn't send the letter with the videos to Mark until May 2009. Mark then took Jason out to lunch, thanked him for brining the matter to his attention, offered a private apology, and offered a $2000 service contract as restitution. A month later Jason gave the videos to us.

Apparently, Mark's private offer wasn't good enough for Jason. He also wanted to get the word out about this dealership to other consumers.

On the one hand, that's kind of a dick move. On the other, you have to wonder about a dealership that hires three sleazy mechanics and a look the other way service manager. In any event, it took balls to make this video. Though, nota bene, future corporate fuckups, it really should have been out Wednesday at the latest.

UPDATE: Jason sent this email in response to the Hampton video:

Just to clarify, when we met on Memorial Day, the warranty was mentioned, but not solid. This value of $2,000 didn't come up until the local paper ran their article. I never heard a thing from them from that Memorial Day meeting until the local article ran. I didn't get that "confirmation" that they were sending the warranty until the day after the article ran. It was just mentioned. The warranty wasn't mailed by them until July 1st, which I can prove by the actual paperwork.

PREVIOUSLY: Toyota Employees Taped Stealing From, Watching Porn In Customer's Truck

The first two times Jason brought his truck in to his local Toyota dealership for service, he noticed that someone had taken quarters from his change compartment. He complained both times, but was ignored. So the third time he brought his truck in, he placed a video camera on the passenger side. The dealership didn't ignore him this time.

Jason was originally only concerned about the missing quarters, but his camera also captured Hampton Toyota employees sifting through his medication, using racial slurs, and watching porn in Jason's truck. Jason emailed us a copy of the letter he sent the owner of Hampton Toyota.

Dear Mark Hampton:

I am writing to you as an unsatisfied customer. I think the DVD enclosed will speak for itself. First, a little history about my experience with your dealership.

I purchased my truck, brand new from your dealership, in June 2007. I brought my truck in for the first 5,000-mile service/oil change. Upon picking up my truck I noticed over $10 worth of quarters were stolen from the driver's side door compartment. I complained and even mailed a personal letter to the dealership, addressed to the general manager. I never received a reply, or an apology.

The second time I brought my truck in was in December 2007, for my 10,000-mile service. I took note of the amount of quarters in that same compartment. Upon picking up my truck, I noticed that half of them were stolen. I immediately complained to the service department. I was told the manager was in a meeting and would contact me. He did not return my call, and I was able to speak with him after calling several times.

I also informed my salesman, by letter, after he sent a follow-up letter asking how I was enjoying my truck. I explained both of these situations, yet never heard back from anyone.

In June 2008, I decided to use Hampton Toyota to get my truck serviced again. I previously used dealerships out of Lafayette, but I was tired of the drive and inconvenience of driving to Opelousas or New Iberia. After all, I was not in the wrong. This time I decided to take action to prove the theft. I placed a small digital video camera, clearly visible, in the passenger side inside door handle compartment. Upon me arriving I hit record to see what would happen. I also inventoried everything in my truck, specifically the amount of money inside. The result is on the DVD enclosed. On this DVD you will find the following:

1. The first person to touch my truck was the service manager, Mike (see DVD video #1 "Mike the Service Manager"). He opens my door, puts my keys in the ignition, writes down my mileage, and then removes the keys. Next, he takes a notice in my keys. I keep a red pill vial, used for hikers, on my key chain. I keep personal medication in it for emergencies. He then unscrews the vial, looks inside and smells the vial. Next, he pours them into his hand and inspects them. He then puts them back in the vial and then licks the pill dust from his hand. He then screws the vial back together, replaces the keys, and then writes down the VIN number from the door sticker. Before closing the door, he checks the door compartment where my previous thefts occurred. He closes it without taking anything. He then returns to the vehicle, opens then compartment and proceeds to remove quarters (3 of the 6, totaling $0.75). He then inspects the other contents of the compartment, closes it, and then inspects the bottom door compartment before closing my door.

2. The second person to appear is the unnamed service male (see DVD video #2 "Oil Change Guy"). Upon entering my truck, he places it in reverse and says "ole stupid nigger, back the fuck up." Apparently someone was behind him and he could not back up. He then proceeds to drive my truck around the dealership and into the service garage. Immediately after placing the truck in park, he opens the astray, which contains pennies, nickels and dimes, and visually inspects the contents. Next, he lowers the center seat console, which was raised, and inspects the first compartment. He then opens the second compartment, takes out my CDs and inspects the compartment. He returns the center seat console to the upright position. Next, he inspects the contents of the glove compartment and the compartment above it. He is seen pulling out a personal bag from the compartment to inspect it. He then rolls down the window and inspects the door compartment, which Mike the Service Manager previously stole money from. He drops a small flashlight, which was in the compartment and picks it up off the floor. He then inspects the bottom compartment located in the door.

3. The third guy is the computer technician. He connects the laptop to my truck, located under the steering wheel, and begins working on the laptop. At approximately 3:27 into the video, a male and female voice, is heard coming from the laptop. The audio from the laptop plays the following:
MALE: "I'm sitting here with Violet. How are you today Violet?"
FEMALE: "Pretty good."
MALE: "You doing pretty good?"
FEMALE: "Yeah"
MALE: "So you're gonna do some modeling for us today, huh?"
FEMALE: "Yeah"
MALE: "Yeah, nice. So I see you're wearing a little see-through top. Not bad, nice. A little skirt."
This audio, which is coming from the laptop, is obviously some type of pornographic video due to the language and context in which it was spoken, which is being accessed using the company's laptop.

I have been deciding what to do with this video footage. I would hate for it to go to waste; therefore I have decided to make it available to you. This is not the first time my encounters of theft has been reported. I have complained in person and in writing, yet nothing has been done.

My next course of action is to make it available to the media outlets in Acadiana. Both the local newspapers and TV stations will receive the same DVD and letter I am providing to you. I have already reported this to Toyota, Inc. and am waiting for the southern region representative to contact me regarding this.

Everyone always wonders if the workers dig through personal belongings. I think this DVD not only answers that question, but proves it happens multiple times. Could it be a coincidence that this happened only to me three times?

In closing, I hope you and your management staff find some way to address this with your employees. Customer satisfaction is crucial, especially in slow times like these. I know other customers feel the same, as your Better Business Bureau rating is an F, as verified using the bbb.org website. However, I feel my video will speak more than their report could ever do.

Soon after Jason sent the letter, the owner fired all three employees and the service manager who had ignored Jason's complaint, personally apologized to Jason, and extended the warranty on Jason's truck.

Jason has taken the videos off of YouTube after the dealership resolved his situation, but he said we can post a couple clips he sent us. Here's the repairman snooping through Jason's pill container:













And here's the repairman taking change from Jason's car:













Hidden Camera Catches Dealership's Attention [The Daily Advertiser]
(Photo: Great Beyond)

On an auto transporters review site, Direct Express Auto Transport took to the threads to answer negative reviews, providing the customer's full name (even when the person used an alias in the forum), the car he wanted to ship, and where it was going, topped off with sarcasm and rudeness. Here's one example:

Customer Nithin Johnson, who calls himself Nate, wanted to ship his Audi A4 1.8T Quattro Sedan from Hop Bottom, Pennsylvania to New Albany, Ohio. Ever hear of Hop Bottom? There is a reason for that - it is in the middle of nowhere in upstate PA.

It even seems they're sharing the personal information on purpose. Responding to a review by "april," (no other info provided) which complains of the company's "bullsh#t service," the company writes:

Her choice of words in which to express herself should tell you plenty, which fortunately is now captured on the internet with her full name and town.

For a company that posts a picture of its (all young female) customer service staff on its front page, we would hope they'd be a little better at it.

(Photo: the idealist)Thanks, Ed!

Brett writes:

I've just failed to have my second rebate attempt honored.

The first, was a lens rebate for $100, last winter. That rebate hinged on making two expensive ($400 & $1,200) Canon lens purchases within a several month window. They never even acknowledged that the rebate had been submitted.

My second try, I've now learned the $50 rebate I qualified for has been turned down. This later rebate required that as the original owner of a Canon Rebel SLR and and purchaser of a new Canon 5D [I] hack up my product box for the original UPC, [include] copies of receipts, etc...

Annoyed by my imaginary lens rebate, I made sure that all the hoops were jumped though in the rebate fine print, only to have my legitimate claim denied. I was encouraged as they at least let me know that I had filed for this rebate. However, they now cite that my original Digital Rebel has an unknown serial number. Unknown, but promptly registered when I'd first purchased it several years ago.

I have the mailing from Canon, informing me of this, telling me to resubmit my missing rebate information by the end of October. I've now re-registered my 4 year-old camera and will be mailing their card back with a note of my own, certified mail.

Based on a quick web search, it appears that I am not the first the hit roadblocks with Canon rebates, and think it would be helpful for other Consumerist readers to know about.

A Google search for "Canon rebates" turns up warnings and complaints from people who have been screwed over by Canon. Bryan at The-Digital-Picture cautions that you'd better follow the instructions precisely, and prepare to settle in for a long wait and potential fight:

As of the original authoring of this page, the last Canon lens rebate I participated in required me to send the complete information 3 times and took about four months until fulfillment. I followed the procedures to the letter - it could not have been more clear to the rebate fulfillment center. Still, I had to play the frustrating and time-consuming game.

Meanwhile, the "Canon Rebates" page at consumeraffaiirs.com is filled with complaints—at least one for every month so far this year—from angry consumers. By their accounts, it sounds like Canon is deliberately playing the stall-and-reject game with their rebates, in an attempt to keep the number of payouts as low as possible. You might want to keep that in mind the next time you weigh the value of a promised Canon rebate against the purchase price—even if you receive it, you may end up sinking many hours into the ordeal.

(Photo: Getty)

After Ilan successfully filed a chargeback on a company, the company decided to bill him directly for the amount that was refunded. What's even sneakier is the company (which Ilan didn't name) waited until after they reported the matter resolved to the Better Business Bureau. Now Ilan's wondering what options he has to fight back.

Here's Ilan's full story:

My wife and I recently issued a charge back with American Express on a transaction with a merchant, as they had not provided the services we agreed to. AMEX reviewed the dispute and found in our favor. However, the merchant is now attempting to bill us directly for the balance AMEX awarded us. Do we have any recourse in this mater? We are concerned they may attempt to collect on this, and ding our credit rating. Can you offer any recommendations?

We had previously attempted to resolve the issue amicably with the merchant via telephone/e-mail, and then eventually with EECB and a complaint through the Better Bureau. At each of these steps the merchant dragged their feet on responding to our complaint. We eventually mentioned the issues in question to AMEX and they recommended we issue a charge back sooner rather than later. In good faith, we waited until the last possible moment to dispute the charges. We were hoping that the company would see the light and decide to work with us, on our credit card.

Up until the point that AMEX found in our favor the company was not responding to our complaints. As soon as we were credit for the amount in question, they responded to the BBB complaint (almost 60 days later). They indicated that the matter was "resolved" via our dispute at AMEX and asked that the BBB close the case.

Now we are staring at a bill that is dated weeks after their response to the BBB. E-mails and phone calls continue to go unanswered.

We appreciate any advice you can offer on what to do next.

First of all, we suggest you immediately re-open a complaint with the BBB and indicate that the company lied to the BBB about resolving the issue. You should also write a letter back to the company and make it clear that you consider the matter settled as per the terms of your original credit card purchase. As far as protecting your credit, you'll just have to wait to see if it shows up on your credit report—if it does, then you can take action to dispute it and have it removed.

You may want to also check with legal services in your state (try your state's Attorney General website) to see whether the company is committing mail fraud by billing you for a transaction that was already reversed.

(Photo: Getty)

On the surface, Hands-N-Paws caters to owners-n-their-dogs, but the company's real stock in trade is being hilariously rude to its customers. When someone asked them to cancel an order immediately, they wrote back, "No..not immediately, when we can get round to it." When another person threatened to report them to the Better Business Bureau, they wrote back, "File it. Blackmail gets you nowhere, honey." They even have a "Hall of Shame" on their website where they list the email addresses of customers they hate most of all. This is why we make all of our cats' clothing out of old newspaper.

This story from the thread seems to encapsulate the type of experience shoppers have with handsnpaws:

I ordered over $60 worth of items from this site in March......their site clearly states that your "order status" will change within a week from your order...and if not, to email their customer service. So, when mine didn't change, I sent an email....not response, sent another, no response.....it was now the middle of April and I still hadn't heard from them, my order status was never changed and I read a lot of BAD reviews on them, so I got worried.
 
Here is an email I sent them (the only one they ever answered to):

This is my third attempt to contact you regarding the status of my orderd, placed on March 1st. I would like to know when to expect it to be shipped, if item are backordered, etc. I am a little concerned about my order and am afraid if I do not receive a response about my order OR receive my order soon, I will have to file a dispute for my PayPal payment.   Thank you! Jenn

AND here is their response back:

Thu, 24 Apr 2008 17:12:31 -0700 (PDT) From: "HandsNpaws" Subject: Re: FEEDBACK: Order   File it. We're still closed for PASSOVER and the processing time is still 1 to 4 weeks as you were advised. We'll say the same thing elsewhere, because that's the first thing they'll ask. What are our terms. And we'll show them what we showed you...more than once. Blackmail gets you nowhere honey, but we do get a kick out of letting you make a fool of yourself. And of course, you won't get the items any quicker. We'll let the paypal time run its course. That will be even more fun sitting back and making you wait while you get yourself all worked up. It pays to be nice, honey. When you're nasty, this is one store where we won't go one inch out of our way. Don't have to.

I had filed w/ PayPal before I got the email back from them, because, of course, it took them awhile to respond. But once I got this email, I forwarded it to PayPal, my dispute was moved to a claim (within a few days of my filing my dispute) and I got my money refunded (THANK GOODNESS)!!!
 
Here is their response in the PayPal refund:

Sophistication Alley Ltd. (Mail@HandsNpaws.com) has issued you a full or partial refund for your payment.   Message from merchant: Hope you enjoyed the long wait. That's what you get for being rude and impatient.

Even the lone customer on the thread who stands up for the company has faint praise:

I've been ordering from that website for the last two years with ZERO issues! I wonder what happened. I haven't ordered anything within the last few months, but the last shipment I got was prompt and correct. I must admit thought, I don't ever get a shipment confirmation or anything from them.

Ripoffreport has another stunning example of the madness behind Handsnpaws, where they refuse to answer a customer's questions, then tell her they aren't going to talk to her anymore.

A Ripoffreport commenter also point out that there's another company, Hands AND Paws, that is totally unrelated to this story, owned by a different person, and has no complaints against it. Here are the Sophistication Alley businesses we could find:

• Sophistication Alley Ltd.
• www.handsnpaws.com
• www.sundaycolors.com
• www.pawstogo.com

Handsnpaws, please read this post and send us a hateful email! Unlike customers, we actually enjoy hearing back from people like you. It makes our jobs that much easier.

(Thanks to Dan!)

(Photo: kansas_city_royalty)

Ian in Pennsylvania says Royal Flowers tried to scam him on a recent bouquet purchase:

With it being Mothers Day, I was shopping around for flowers to send to my mother. I checked the normal big sites since she lives in another state, like 1-800 flowers. I decided to check the local company I use, since they are always cheap and service is great. So I found a great piece significantly cheaper than the other sites. I place the order and everything is going great.

Then I received the following email.

Mr. XXXXXX,   This is in regards to the order you placed going to XXXXXXXXXXXX.   We received a message from the filling florist. They need a total unit price of $54.00 to complete your order. Please respond to this email or call 717-273-4090, ext. 5035, between the hours of 8:00 - 5:00 with your wishes.   Thank you.   Diane, Customer Service

Ok...so their contracted florist now wants more money. You have to be kidding me? They are asking for $7 more to fulfill the order, putting them well over all the competitors (like 1-800 flowers). I'm appalled that they would even consider to ask for more money after a transaction has been completed.

We hope you canceled your order with them on principle and went with another florist, Ian. You may want to also contact your state's attorney general's office and file a formal complaint that the company refused to provide the service at the price you both originally agreed to.

(Photo: blmurch)

The internal emails are particularly weird. Back in January, two messages were sent from a single Hotmail account through Burger King's servers, one to a journalist and one to a pro-farm workers group. The emails criticized Burger King and offered to provide assistance and information about the restaurant company's plans. Were the Hotmail messages legit? Is there a traitor within Burger King HQ? Or was somebody trying to set up the farm workers group for future accusations of dirty tricks?

As expected, BK gives the standard corporate spin about the investigation without actually saying anything of substance:

"Senior management of the company had no knowledge of Grover's postings. These comments were not sanctioned by the company and they do not reflect the opinion of the company," Burger King spokeswoman Denise Wilson said in a statement. "We are conducting an internal investigation, and appropriate disciplinary action will be taken."

We'd like to think that means Grover will have to wear the Duke costume at the next corporate retreat, but more likely it just means he'll get a few sympathetic back slaps by his C-level buddies. Oh well—we'll always know you're a jackass, Grover.
 
"Burger King investigates e-mails slamming farmworker group" [Florida Times-Union]
(Photo: malias)

Dunkin' Donuts has sued other franchise owners 154 times since 2006. Over the same stretch of time, McDonald's was involved in five lawsuits. And Subway, a company that has four times the number of locations as Dunkin' Donuts, sued its franchises 12 times.

The consequences of this are real, personal and painful. The owners of these stores - who overwhelmingly tend to be immigrants - lose their entire life's work.
 
Maybe America runs on Dunkin', but Dunkin' itself is a corporate giant that runs on the sweat of franchisees large and small.
 
We small franchisees have just about been sweated out.

Here's the quick back story: tomato pickers in the U.S. are paid ridiculously low wages and treated badly, and some people are talking to fast food companies about increasing their pay by a penny per pound in order to help solve the problem. There was an agreement on the penny pay increase—McDonald's and Taco Bell were okay with it—but that fell through after Burger King joined up with some Florida tomato growers to claim that the low-wage claims were false and the workers were treated just fine.

It's gotten so bad that earlier this month, farm workers and their advocates testified before the Senate that claims of $12.50/hour wages were false, and that the industry has a history of worker abuse:

"It may not sound like much, but for the tomato pickers, it means the difference between poverty and decent wages," Kennedy said. He invoked Edward R. Murrow's landmark 1960 documentary "Harvest of Shame," which detailed the grim plight of migrant workers in Immokalee and elsewhere.
 
"Too little has changed over the years," he said. The fact that there's a need for hearings today shows "how far we have to go to provide genuine fairness and justice for this vulnerable workforce," he said.
 
"Do the math with me," Durbin said in his opening statement. Workers would have to fill and empty a 32-pound bucket of tomatoes, each worth some 45 cents, about every two minutes all day long to earn the $12.50, he said.
 
"Is that possible?" he asked. "I don't think it is."
 
Sanders also decried conditions in Immokalee, pointing out that when he visited in January, a 17-count indictment was handed down for enslavement of tomato workers.
 
"In America, in the year 2008, it is not acceptable that workers producing the food we eat should live in these conditions," he said.
 
Workers face seven-day work weeks, physical and psychological abuse, and debt bondage to their employers, said Lucas Benitez, co-founder of the Coalition of Immokalee Workers.

At one point, Burger King Vice President Stephen Grover told reporters he was concerned the coalition was pocketing the extra money. After several independent groups that verified the agreements dismissed the allegations, Burger King officials stopped repeating them.
 
But the allegations were repeated on blog posts, according to a story published Monday in The News-Press in Fort Myers. The paper traced those posts to the online user name of Grover's daughter. The girl, who is in middle school, later confirmed to the paper her father had used her online screen name.
 
In a post still available Monday on YouTube, an individual with the girl's screen name wrote: "The CIW is an attack organization lining the leaders pockets by attacking restaurant companies. They make up issues and collect money from dupes that believe their story...."
 
Messages left for Grover at work and at home by The Associated Press on Monday were not immediately returned.

His wife, Susan Grover, confirmed the screen name was their daughter's but said she didn't know if her husband had used it. She accused the News-Press reporter of not identifying herself as a journalist to their daughter.
 
Reporter Amy Bennett Williams said she did identify herself and told the girl she was taking notes. She also said she left all of her contact information, which the girl's mother later used to call and complain.

In March, a court told EMI it couldn't demand that MP3tunes turn over all the music stored by customers on its servers. Robertson writes on his corporate blog that the request is absurd:

Files are not MP3tunes' possessions any more than the contents of a safety deposit box are owned by the bank that houses them. The storage provided by MP3tunes is the user's own space. A Locker is empty when someone opens an account and that customer decides what files are placed into their Locker. All files are stored at the request of the user. People who choose to utilize remote storage should be guaranteed the same level of privacy they have for the files stored on their local hard disk.

As you may be aware, the major record label EMI has sued MP3tunes, claiming our service is illegal. You can read about the case here. Much is at stake — if you don't have the right to store your own music online then you won't have the right to store ebooks, videos and other digital products as well. The notion of ownership in the 21st century will evaporate. The idea of ownership is important to me and I want to make sure I have that right and my kids do too.

"Court Ruling Denies EMI Access to Millions of Personal MP3 Files" [MIchael Robertson]

Score another one for The Consumerist!
 
This morning I contacted Sears' Executive Customer Service Department. They attempted to contact the store manager on my behalf. I stress "attempted" because they were hung up on too.

Nothing is more satisfying than witnessing Executive Customer Service being treated as crappy (crappily?) as the rest of the world. From what I could gather, they were forced to submit a company e-mail to the manager...you know, the manager that doesn't have voicemail.
 
Just a few minutes ago I was contacted by gentleman from CitiBank (which runs Sears Card). His name was Mark Ennis. He informed me that he called the store and was blown off just like everyone else. It wasn't until he told them that he was with the Presidential Offices for CitiBank that people started jumping through hoops.
 
Mark saw the story on Consumerist (he mentioned it by name). Since he saw the article on your site, he didn't know my last name or address. So he had the store pull every TV purchase on Black Friday that was made by anyone named Tom. (This is like "Law & Order" for retail.) From there he was able to find my contact info and, more importantly, figure out what happened.
 
Apparently after they refunded my first TV, they immediately re-rang it. The prevailing theory is that when I called the store to complain they looked up the transaction, saw the initial refund and stopped looking thereby missing the fact that it was re-rang moments later. Once they saw the refund, they assumed everything was ok and stopped looking.
 
Mark also noticed that in CitiBank's notes it showed that they had asked me to prove that I didn't receive the TV. He seemed genuinely shocked by that because, as those of us that are NOT Tier 1 support can tell you, it's pretty much impossible to prove a negative.
 
I also informed him about the fact that their Dispute Department doesn't have a hold queue. He seemed pretty embarrassed about that fact. So, either Mark was an awesome actor or he was actually "taking this matter seriously".
 
The store has contacted me and it seems that they're actually refunding me the money this time. They were asking me questions that they hadn't before (like my address). So I think I'm finally getting this matter rectified.
 
Oh, and it sounds like Juan and Tanaka might have an awkward conversation with the Presidential Offices of CitiBank in their not to distant futures.
 
Thanks to Mark, Sears customer service and especially The Consumerist. You guys are better than the BBB when it comes to getting stuff like this fixed.
 
Oh, and thanks to the Sears in Chesterfield. I can't tell you how grateful I am that you treated the big wigs at Sears and CitiBank in the same shitty manner that you've been treating me for the last 4 1/2 months. I was afraid that these people would think I was crackpot. But thanks to your consistent substandard job performance you quickly established my legitimacy.
 
Thanks again,
Tom

I would like to inform you of a problem that I'm having with Sears. I purchased a TV from Sears on Black Friday. They had a TV with a steep discount and I bought it. Of course, it wasn't in stock but they assured me that they could order it. As I was leaving town in a few days for a week of vacation, this was not a major concern.
 
Upon returning from vacation, I contacted Sears and my TV was still not in. I waited another week and the TV was still not in. So, I complained to the manager and after several terse conversations they agreed to offer a similar discount on a different television. I purchased the new TV and left happy.
 
However, as of Monday, April 14, 2008 this TV still has not been refunded from my Sears Card. I have called the Sears location and Sears Cardmember Services numerous times. I have been consistently met with what can only be described as a systemic and calculated effort to prevent me from resolving this matter. Letters have been ignored or claimed to have been lost. I have been disconnected and/or hung up on repeatedly.
 
Did you know that Sears Cardmember Services dispute department doesn't have a hold queue? Yes, you read that right. If you get transferred to "Disputes" and they don't have an available operator, you get hung up on. But I'm sure they're taking this matter seriously. I've spoken with two people (Juan and Tanaka) that flat out refused to let me speak to their supervisor.
 
I've repeatedly contacted the Sears at Chesterfield Mall where I purchased the television. When you ask for the manager her extension rings repeatedly with no answer and then hangs up on you. Apparently Sears retail frowns on voicemail as much Sears Card does.
 
I've spoken with someone claiming to be the Manager On Duty named Rob. He told me a month ago that he had refunded my money. So imagine my surprise when I received a letter on Friday, April 11 stating that Sears Card had rejected my dispute.
 
I would challenge Sears to produced one piece of evidence that shows that I picked up this television. Personally, I don't think the TV ever shipped to the store. When I went in to buy the TV that ended up with, I inquired about the original model since it was still prominently displayed on the floor with a sale price. I was told that it wasn't in stock. Having a steeply discounted television displayed that is unavailable for purchase sounds dangerously close to "bait and switch" to me, but I'm not a lawyer.
 
All I want is for Sears to refund my $1,070.74 plus any interest and/or late fees that have accumulated and they refuse to do it. I never picked up this TV as it never arrived.
 
Any help you could give me in rectifying this matter would be greatly appreciated.

Here's Ashoka's story:

On January 2007, I moved back to my residence in Daytona Beach,FL from Boca Raton, FL. In finishing up my loose ends, I needed to cancel my Bally's Membership as there is not a Bally's within a 25 mile radius to where I live. I made it a priority to take care of the gym membership issue as I had troubles with Bally's before. [We cut this backstory for length, but it involved a billing issue between Bally's and Crunch. -Ed.]
 
On January 5, 2007, I sent in a cancellation payment and proof of relocation in the form of a telephone bill to Bally Total Fitness as I moved back to Daytona. I never received a confirmation of cancellation by mail. However, Bally Total Fitness did cash my check on January 10, 2007. I assumed that my account was canceled. However, I made a serious mistake in believing that and I should have known better.
 
Bally's has been billing my credit card for over 15 months now for a service that I have not utilized since January 2007. They have been billing me without my knowledge. I should have looked at my statement closer - shocking to me. I was notified about this situation by Bally's as they called me in regards to payment as I changed credit cards.
 
When I discussed the situation with the Bally's Rep, I was told that the cancellation bill I sent did not have a date on it. I find this very absurd as I was able to print a copy of the bill from ATT and the date is in the top right corner of the bill.
 
What really infuriates me about this situation is that Bally's still cashed my cancellation check and kept billing my credit card at the same time. They stated they notified me by mail about the cancellation not taking effect, but I have never received any correspondence about cancellation from Bally's. I find it appalling that they can easily make a call and contact me about payment, but not about the cancellation of my membership.
 
When I asked for a refund from Bally's for a service that I have clearly not used and canceled that totals over $950.00, I was told that they will have to investigate it. The Rep continued on with the path that I owe past due payments and they will continue to collect these payments until the issue has been investigated. The rep told me to put together a letter about the issue and proof of bill from Dates of cancellation. I immediately faxed this over to Bally's. When I then called to confirm they received the fax, I was told that I would need to check back in 2 WEEKS and that the process will take an additional 30 days from the date they have logged receipt of the fax.
 
I find this very absurd and infuriating because it is a total scam in Bally's trying to charge for additional months of service and rip off their customers. I feel totally victimized over this situation and really have no idea of what course of action that I have other than waiting on Bally's to first confirm they received my fax and then on the decision of weather they cancel my membership and refund me my money all the while I am continually been billed by Bally Total Fitness. What happens if I need to correspond further about how they respond to my proof, will that be another 30 days?....I HATE BALLY TOTAL FITNESS! This is by far the worst company I have ever done business with.
 
Is there anything else I can do?

Our sister site Kotaku explains the situation thus: "Cosmetic additions and extra maps are all well and good, but allowing players to pay in order to get a leg up on the competition is just slimy." Others agree: a proposed boycott has received over 2000 Diggs. Kotaku fears that EA might just be testing the waters for more extra content, maybe even better players or more ammo. A video from the boycott site illustrates this:

Companies like Blizzard, which publishes World of Warcraft, have forbidden users from selling any virtual content in the real world, a move that eBay has backed up. Perhaps they were just preserving their future monopolies?
(Thanks to Justin!)
(Photo: Getty)

Customer service has been no help, so Matt emailed people at the executive level. Although several addresses bounced back the message, Matt did receive a promise that Qwest's executive VP that someone from customer service would contact him to resolve the matter. That was on March 31st, and he still hasn't heard back from anyone.

Here's the email Matt sent to the Qwest bigwigs:

Dear Teresa Taylor,
 
My name is Matt [redacted] and I am writing to you on behalf of my mother, [redacted]. Recently, she was the victim of some very bad customer service, of which I wanted to make you aware. My mother was satisfied with her service, but when she attempted to add a long distance plan to her decades-old account, adding to Qwest's bottom line, she was bumped off her plan, signed up for a two year contract without her knowledge, presented with false claims that she would save money, asked to pay an additional $60, and prevented from using the service for which she paid, for approximately a week at the time of writing.
 
My mother has had the same phone service for over three decades, including Qwest and your predecessors in the area, at the phone number [uh-oh redacted as well]. She has had DSL internet with Qwest for approximately 8 years, signing up for a 256 kbps line with an internal DSL modem. Her bill in February for these two services totaled approximately $63. For most of this time, she has been very satisfied, except for the times when her connection would be unavailable for days or weeks at a time. Tech support representatives were often completely unhelpful, despite keeping her on the phone for hours. On one occasion, over a three-day weekend, she had to wait three and a half days to have someone reset her password after she had forgotten it and accidentally erased it from her computer.
 
Recently, she made a phone call to Qwest to try to sign up for a long distance plan to replace her plan with AT&T. This should have been a simple call to add a relatively inexpensive service, but she was given a hard sell to change her plan. She was told that she could save $11 by switching to a bundle that would include phone and internet service at 1.5 mbps, and an additional discount for bundling her phone, internet, and DirecTV service. The operator failed to mention that she would be signing a two year contract with Qwest as part of the Price for Life program, the new bill for phone and internet would total approximately $66, she would be ineligible for the new DirecTV equipment that new customers receive, and that the service would fail to work with her current modem, requiring her to buy or rent a new one. Soon after, she was unable to use her internet and approximately a week passed before the issue was resolved when my mother and I spoke with someone in the sales department.
 
When I called into Qwest and had an opportunity to speak with a salesperson about the problem, she was the first person we found remotely helpful and was able to find the tech support operator, "Roger," who finally discovered the problem. It was at this point that the representative told us that my mother would have to pay $60 for a modem or pay $5 a month to rent the moment. She had the audacity to claim that my mother would still be saving $6 if she paid $5 every month in perpetuity for the modem, despite the fact that a $5 increase would bring the cost to $71, which would be $8 more than she paid on her February bill. My mother could receive credit for the time her internet was down before the source of the problem was found, but if she did not choose to take advantage of the offer to send a modem, she would have to keep paying for unusable internet.
 
I asked to have my mother's plan revert back to her original plan and after a long time spent on hold, I was told that this would not be possible as the plan was no longer offered. I asked to at least have the Price for Life contract removed and she was eventually able to do this after another period on hold. A supervisor offered to have the modem sent overnight with no additional shipping costs, but we were told that we would still have to pay for the modem. The operator gave us her personal work email to us so that we could contact her with further questions, which was a nice gesture, and my mother and I ended the call.
 
Although I am happy that we eventually discovered what had happened to bring my mother's internet down, we are both completely unsatisfied with the proposed resolution and the road which brought us here. As I said in the first paragraph of this letter, my mother had been satisfied with her service, but when she attempted to add a long distance plan to her decades-old account, adding to Qwest's bottom line, she was bumped off her plan, signed up for a two year contract without her knowledge, presented with false claims that she would save money, asked to pay an additional $60, and prevented from using the service for which she paid, for approximately a week.
 
We ask that you instead consent to a resolution which we believe is fair, where my mother receives local phone service, DSL internet at 1.5 Mbps, and a free modem that will make the service usable, at the same price she was already paying, as well as a free upgrade to new DirecTV equipment, discounts for bundling her current DirecTV with her phone and internet, and credit for the time she has been unable to use her internet service. We believe that the upgrade to 1.5 Mbps and new DirecTV equipment is fair for a long time customer whom has happily put up with so much frustration for years, and will prevent future confusion with tech support operators who have been unfamiliar with her current modem and TV equipment. This will also allow Qwest to stop maintaining an outdated line. If you wish to propose an alternative, please let us know. My mother is already looking at prices for competitors and working on a letter to Consumerist.com, the Better Business Bureau, and the Iowa Attorney General, so we ask that you respond to this message promptly or by April 4th at 5:00 pm at this address.
 
Thank you for your time, and your attention to this matter.

Horwitz describes how, in the hours before Katrina struck, Wal-Mart's CEO laid out a ground plan of autonomy to store managers to do what they felt was best—in effect, giving them permission to take fairly radical actions that in other circumstances would have been considered criminal:

Another element of Wal-Mart's successful response was the great degree of discretion that the company gave to district and store managers. Store managers have sufficient authority to make decisions based on local information and immediate needs. As the storm approached, CEO Lee Scott provided a guiding edict to his senior staff and told them to pass it down to regional, district, and store managers: "A lot of you are going to have to make decisions above your level. Make the best decision that you can with the information that's available to you at the time, and, above all, do the right thing."
 
In several cases, store managers allowed either emergency personnel or local residents to take store supplies as needed. They did not feel the need to get pre-approval from supervisors to do so. A Kenner, Louisiana employee used a forklift to knock open a warehouse door to get water for a local retirement home. In Marrero, Louisiana employees allowed local police officers to use the store as a headquarters and a sleeping place as many had lost their homes.
 
In Waveland, Mississippi assistant manager Jessica Lewis, who was unable to reach her superiors to get permission, decided to run a bulldozer through her store to collect basics that were not water-damaged, which she then piled in the parking lot and gave away to residents. She also broke into the store's locked pharmacy to supply critical drugs to a local hospital.

To the extent that Wal-Mart (and market capitalism more generally) have both encouraged people to deal with each other on the basis of voluntary exchange rather than force and have raised the standard of living so greatly, especially of the poor, they have made the world a more peaceful place. And in the long run, their contributions to peace are probably far greater and longer-lasting than the politicians and social missionaries who normally get the Prize.

Thanks for linking to my study on Wal-Mart and Katrina. I've been reading the comments section and rather than post myself, I thought I'd email you with three clarifications/corrections that you can either add yourself or tack to the end of the entry or just ignore. :)
 
1. I do NOT work for Wal-Mart. I sometimes shop there though. I'm a college professor at the opposite end of the country from the Gulf Coast and equally far from Bentonville. [He's a professor of economics at St. Lawrence University in New York.]
 
2. The wikipedia entry on Austrian economics is pretty good explanation of what the school of thought is about: http://en.wikipedia.org/wiki/Austrian_School
 
3. The 1112am commenter about what an Austrian economist supposedly said about 20-30% unemployment etc, is simply false. Nor does Austrian economics say everything should be "left to corporations."

I bought a small but overpriced postal scale at Staples ($22). When I took it home and opened the box, there was a broken, not-for-sale scale in it. I took it back and exchanged it for another one without any problem. But it's a crappy scale even when it's functional: it's not set at 0 and I don't see a way to resetit.

So that's the summary. Here's the full story in Jesus' own words:

Hello Consumerist...
 
I found myself swayed by the curiosity of knowing my credit score and I chose to go to the very adamantly advertised freecreditreport.com. Once I was at their website I found out that the free credit report was not really free to begin with, since you had to provide your credit card information and sign for a monthly plan of "free" credit reports and credit change notices. Since I was already there I said, "What the Hell?... Lets do it anyways!". I completed the sign up process and the website announced that I could access my credit reports once I received a confirmation e-mail which I never received, hence I could never access my credit reports.
 
I was fully aware that I could cancel the service at any time, but I totally forgot about this because my workload augmented and three months later, when i had a chance to look i noticed that my credit card statement had several more charges (14.95) from freecreditreport.com that reminded me of the "missing confirmation email" and my "never checked" credit report. I tried to sign in on their website, but the password and username where not valid. I expected that since i had never confirmed my account by clicking on the link provided in these kind of emails, then I thought well maybe my username and password where indeed wrong and I went to their forgot your password section and they ask for your full name and social security no., so i thought well this might get me somewhere... I entered my info and the screen said record does not exist.
This is where I tried to cance it... and that is when the s*%& hit the fan.
 
I tried cancelling the account 4 times and the call either got dropped or i was on hold for ages. I was not expecting anything outrageous from them... I only wanted a full refund for a service that i was charged for and not even used. The people on the other side of the phone were condesending to say the least. They treated me like a child that is asking to play with mommy's diamond necklace. They gave me phony reasons on why I should keep their service, (even though i could not access it) they told me things like: "are you sure you want to cancel because according to our records there has been suspicious activity in your credit history" as if some dark figure was using my social security no. to conquer the world.
 
I finally got them to cancel my account, but the lady hung up on me without talking about a refund of any sort, so I called back and explained the situation to a guy named "Guy" (corporate no. 35897) and he said that a refund was out of the question since they had monitored my scores daily and the service was in fact provided. I politely disagreed and explained for the 6th time that i had not even accessed my profile once. He raised his voice and repeated that a refund was out of the question, as if the louder voice was going to make me understand their logic resolution "Let us Screw this guy". He said that the only ones that could offer me a full refund was their customer satisfaction department, so I asked to be transferred to that department and he said that could not be done. I asked to ask to a supervisor and he defiantly said "why do you want to talk to one?, he is going to tell you the same thing i am". I was pretty mad, but i kept my cool and asked the number to this department and their e-mail and he said that they did not have one and that the only way to get a hold of them was through a letter and I said "Come on man!!! Y'all have a website, but not email addresses. He agreed to give me a refund for the last month and hung up and forgot to tell me the address to the Customer Satisfaction Dept... I don't want to call them again and go through that crap again.

 
Can you advise me on this matter?
 
Jesus [redacted] from South Texas.

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UPDATE: There were so many bad companies that it broke our poll system. We'll have to take down the post and find a new poll system and try again. Any recommendations for non-crappy poll systems that can handle over several thousands responses?

UPDATE: We are working on a new poll solution and hope to try this again tomorrow.