Deadspin's tipster admits to working in PR on behalf of cable companies, alleges that the mysterious new Sports Fans Coalition is nothing more than a front group for DirectTV. Is it? Who is astroturfing whom?

Fans, Media Recruited (And Manipulated) In Fight Over Televised Sports (Updated) [Deadspin] (Thanks, Bob!)

RELATED:
Comcast Caught Astroturfing About "Big Ten" Channel

New statement:

We're making progress in resolving the processing delays, but recognize any delay is frustrating for customers and we want to sincerely apologize for that inconvenience. Customers now have access to all expected direct deposits. We have completed processing all of today's direct deposits.

Customers receiving direct deposits dated October 2nd will now see those deposits in their account. The processing of today's credits and debits began earlier today. Customers will begin to see updates to their accounts later today. We encourage customers to visit a store or call the call center so we can continue to help them resolve individual issues.

We have completed processing all of yesterday's transactions. As a result, Customers currently can see account balances as of end-of-day Thursday. This is a significant improvement compared to yesterday's delay, but Customers are not yet seeing their account balances updated in real time.

Earlier statement:

We have completed processing all of yesterday's transactions. As a result, Customers currently can see account balances as of end-of-day Thursday. This is a significant improvement compared to yesterday's delay, but Customers are not yet seeing their account balances updated in real time. We've prioritized the processing of today's direct deposits, which is currently underway. Customers will see updates later today, though some may see them sooner than others.

We're making progress in resolving the processing delays, but recognize any delay is frustrating for customers and we want to sincerely apologize for that inconvenience.

TD will reverse fees, charges or interest incurred as a result of this disruption. We are working to solve the problem as soon as we can. The stores are ready to serve customers and we advise people to stop by the store. Customers' transactions remain safe and secure, and are being posted as soon as possible.

We have empowered our employees to work with customers individually to resolve any outstanding issues that arose as a result of this delay. We continue to operate on full tilt to get this resolved.

I just received an email from Amazon stating: "As you were one of the customers impacted by the removal of "Works of George Orwell" from your Kindle device in July of this year, we would like to offer you the option to have us re-deliver this book to your Kindle along with any annotations you made. You will not be charged for the book. If you do not wish to have us re-deliver the book to your Kindle, you can instead choose to receive an Amazon.com electronic gift certificate or check for $30." I think Jeff has handled this issue in a most upstanding way. I know it might not appease those who are concerned about how Amazon handles this kind of problem in the future but I feel confident it will be handled in a way that at least I will feel comfortable with.

This is a nice first step, but Amazon still hasn't spelled out in exact terms what it will and will not do in the future with respect to your Kindle purchases. Because of that, it stinks of PR, protect-us-from-a-lawsuit maneuvering and not real progress toward being open with customers. By comparison, note that Amazon has still not made any actual public announcements about the missing details of its user license. (No, they never got back to us on those questions after promising they would.)

We love money, but we love owning the things we paid for even more. Amazon still hasn't made it explicitly clear—via a detailed license agreement—that they will respect that approach to ownership in the future. Our verdict: the Kindle is still an unwise investment if you want to protect your book purchases from evaporating over time.

"$30 From Amazon for Taking My Copy of 'Works of George Orwell'" [Amazon]
(Photo: twirlop)

Some of these are more Engadget-worthy, like the release where Apple tried to say web apps were the future of iPhone app development, or the bizarre announcement of the Palm Foleo (which was the equivalent of a tech company saying "We don't know what we're doing right now, please look away.") But there are some entertaining Consumerist-worthy examples too:

• Circuit City's March 2007 announcement that it was "separating" veteran associates who the company felt were being paid too much money. Here they spin it as the first stage in a huge turnaround for the company, instead of the great big push into failure that it really was.
• Microsoft's overlong announcement in January 2007 of a new era of computing with Windows Vista and Office 2007. What's best about the release is how it conflates Office with Vista and mixes up their feature sets. It's almost as confusing as Microsoft's general rollout of Vista two and half years ago.

"The Press Releases of the Damned!" [Technologizer]

The first song, United Breaks Guitars, has now been played 3,515,357 times on YouTube, become a smash hit on iTunes, and has resulted in Carroll's rather bemused appearance on every major news network in America. Meanwhile, within four days of the song going online, the gathering thunderclouds of bad PR caused United Airlines' stock price to suffer a mid-flight stall, and it plunged by 10 per cent, costing shareholders $180 million. Which, incidentally, would have bought Carroll more than 51,000 replacement guitars.

United's stock, which trades below $4 per share, actually rose after the videos came out in early July. The stock only fell after little things like second quarter earnings were released. The stock has since recovered.

Dave Carroll's videos show the power that a single aggrieved consumer can wield, but we would be very surprised if they had any impact on United's stock—though wouldn't it be great if they did?

Revenge is best served cold – on YouTube [The Times]
PREVIOUSLY: Dave Carroll Says No To Guitar Hush Money From United
United Breaks Guitars

Here's what they had to say:

Hello Briana and Consumerist readers,

I work at Benefit Cosmetics and came across this story. We are so sorry for the bad experience you had with Benetint and with our customer service team. Our customers and fans are incredibly important to us and we do stand behind each of our products. If a customer has any problems with a product, we recommend that the customer return the product to the location from which it was purchased (in this case, Sephora) for a replacement or refund at the store. Each store has its own policies. Sometimes, as in Briana's case, the return at the store isn't possible – and we still want to take care of those customers!

Our customer service team did not respond to Briana according to our standard customer service practices, and we'll be addressing that.

As some Consumerist users have noted, "Laughter is the best cosmetic, so grin and wear it" is in fact our company tagline, but it should have been included in the signature file for the email or not at all, as it certainly wasn't intended to dismiss Briana's problems. Please know that we will research each of the issues this problem has surfaced, with the product and with customer service, and work to get each issue fixed.

Briana, as an apology and in appreciation for your bringing the problem to our attention, we would be happy to send you a credit and/or a replacement Benetint, along with a few of our favorite Benefit products – maybe you'd be willing to give Benefit a second try, on us?

Please feel free to contact us at customerservice@benefitcosmetics.com with your contact details. And again, we're sorry for the frustrating experience you've had with us. We hope we can make it up to you.

Regards,
Valerie
Benefit Cosmetics

What do you think, dear readers? Does this allay your concerns? Should it have taken a blog entry with 10,000 pageviews to get a replacement item for Brianna?

PREVIOUSLY:
Benefit Hopes You Buy More Of Their Defectively Packaged Product

...both incidents occurred when flights with different destinations were loaded simultaneously from the same doorway and that "miscommunication among staff members resulted in the child being boarded on the wrong aircraft."

I'm sorry, but I'm going to have to blame the OP here. Truly experienced travelers know the best way to ensure your luggage arrives at the proper destination is to send it Fed-Ex. [Houston Chronicle]
PREVIOUSLY: Continental Puts 10-Year-Old Child On The Wrong Plane
(Photo: FlyGuy92586)

Some tech-savvy people found workarounds to trick Netflix into streaming movies to their Roku players or other devices, but Netflix caught on and put a stop to that. iPhone application developer Héctor Ramos has taken up the cause, and is encouraging residents of Puerto Rico to cancel their Netflix memberships:

We have called out Netflix, seeking answers, and all they've said is that Instant Streaming is not supported outside of the 50 states. They haven't addressed the issue of why they are charging us the same price for half the service. Nor have they justified their reasons. Even Hulu, which once blocked Puerto Rico, changed their policy once they realized Puerto Rico IS PART OF THE UNITED STATES.

So, Netflix, while I understand the restrictions of your contracts with movie studios, which is it? Is Puerto Rico part of America, or not? If you're not going to provide them with a major feature of your service, why charge full price?

Netflix Excludes Puerto Rico, Charges Full Price [Héctor Ramos]

(Photo: dirigibleduck)

"We're in a difficult lending environment," Kenneth Clayton, ABA spokesperson, told WSJ. "As you start adding regulatory or legislative requirements on the business of lending, it does make it more challenging." "Challenging" is secret banker code for "less profitable." But they do raise a good question: are the increased consumer protections outweighed by the inevitable adverse action—canceled credit cards, increased rates, decreased member benefits and rewards programs, and fewer people and small businesses getting approved—by the credit card companies?

Obama Pushes for Legislation [WSJ] (Photo: sdsparks)

Caught On Tape [Nightline]

Time Warner Cable (after the usual stuff about "oh no people are using the internet a lot") says:

If we don't act, consumers' Internet experience will suffer. Sitting still is not an option. That's why we're beginning the consumption based billing trials. It's important to stress that they are trials. The feedback we've received from our customers has been very helpful. We've made changes to the terms in our current and upcoming trial markets as follows:

• To accommodate lighter Internet users and those who need a lower priced option, we are introducing a 1 GB per month tier offering speeds of 768 KB/128 KB for $15 per month. Overage charges will be $2 per GB per month. Our usage data show that about 30% of our customers use less than 1 GB per month.

• We are increasing the bandwidth tier sizes included in all existing packages in the trial markets to 10, 20, 40 and 60 GB for Road Runner Lite, Basic, Standard and Turbo packages, respectively. Package prices will remain the same. Overage charges will be $1 per GB per month.

• We will introduce a 100 GB Road Runner Turbo package for $75 per month (offering speeds of 10 MB/1 MB). Overage charges will be $1 per GB per month.

• Overage charges will be capped at $75 per month. That means that for $150 per month customers could have virtually unlimited usage at Turbo speeds.

• Once we implement this trial, we will not immediately start billing customers for overage. Rather, we will first provide two months of usage data. Then we will provide a one-month grace period in which overages will be noted on customers' bills, but they will not be charged. So, customers will have an opportunity to assess their usage and right-size their service packages before usage charges are applied.

• Trials will begin in Rochester, N.Y., and Greensboro, N.C., in August. We will apply what we learn from these two markets when we launch trials in San Antonio and Austin, Texas, in October, but we will guarantee at least the same level of usage capacity in these trials.

• As we launch DOCSIS 3.0 in the trial markets, we plan to offer a 50/5 MB speed tier for $99 per month.

Again, the Internet is dynamic and continually evolves, so our plans will evolve as well and aren't set in stone. We appreciate the feedback we've received. We'll look forward to more dialogue as we progress in these trials. You can send your comments and feedback to us at realideas@twcable.com.

Statement from Landel Hobbs, Chief Operating Officer, Time Warner Cable RE: Consumption based billing trials
4-9-09 [TWC]

Visa really wouldn't want to do much to hurt its business partnership with the companies, considering how big they are. In addition, the contracts they have with merchants aren't invalidated just because Visa delists them, so cutting ties completely could hurt Visa financially.

The recertification is just a formality, too:

"There have been no material system changes that would have negatively altered [last June's] certification, and we have in fact enhanced the security of our systems in the interim," RBS WorldPay said. "[But] because of the criminal intrusion, we need to be recertified earlier than the normal schedule."

In other words, this is purely Visa looking out for Visa by pretending to be concerned about payment processor security, while in reality just covering its butt.

"Visa drops Heartland, RBS WorldPay from PCI compliance list after breaches" [ComputerWorld] (Thanks to Roger!)
(Photo: orphanjones)

Here's the comment on Jason's blog:

10. Ryanair Staff #1 Says:
February 19th, 2009 at 5:25 pm

jason!
you're an idiot and a liar!! fact is!
you've opened one session then another and requested a page meant for a different session, you are so stupid you dont even know how you did it! you dont get a free flight, there is no dynamic data to render which is prob why you got 0.00. what self respecting developer uses a crappy CMS such as word press anyway AND puts they're mobile ph number online, i suppose even a prank call is better than nothing on a lonely sat evening!!

The Travolution site reached out to Ryan Air and got this response from their spokestwat:

"Ryanair can confirm that a Ryanair staff member did engage in a blog discussion.

"It is Ryanair policy not to waste time and energy corresponding with idiot bloggers and Ryanair can confirm that it won't be happening again.

"Lunatic bloggers can have the blog sphere all to themselves as our people are far too busy driving down the cost of air travel".

Have to say, the honesty is both bracing and refreshing. At least they're not "taking it seriously." Consumerist can confirm that after this incident, a good number of bloggers, both idiot and not, won't ever be riding RyanAir.

p.s. "Blog sphere" eh? Is he talking about this:

Super Bowl porn clip 'a malicious act' [Arizona Star]

"Virgin complaint letter: Author of Virgin letter offered chance as airline's food tester" [Telegraph]
(Photo: annia316)

David wrote to the Circuit City CEO:

Jim,

It is with great humor that I read your little whitewash note inside the cover of your circular this week. I have to admit, I had a nice long laugh, which is always welcome on a Sunday morning. It still amazes me how retail executives believe they can make up for their company's ills by attempting to fool the public that they actually care about the customer. Circuit has proven, and continues to prove everything but that. From shoddy car stereo and alarm installations, to horrible customer service from untrained lazy store reps. to more recently, false and improper rejections of valid rebate claims and failing to honor advertised prices, Circuit City has a LONG and storied history. The customer has ALWAYS been an afterthought at Circuit City. Nothing more than a source of revenue, a statistic on your charts at the weekly meeting. It's the corporate retail way. You know it, and unfortunately for you, we know it just as well. That, my friend, is why you are failing. Consumer across the country are dancing in the aisles at your demise. Why? Because the human spirit yearns for Karma. What comes around, goes around. Something that always seems to escape the corporate bean counters. I wish you a merry holiday season, and a nice spat of winter as you sit on the unemployment line. I know you won't learn anything from this, it's what keeps you what you are, but please feel free to keep this note as a memento of your failures as you journey through them

Your friend,

David B

The CEO responded, and CC'd us:

David

I always appreciate hearing from our guests, regardless of whether it is good or bad news. Your list of very pointed comments suggests that you have had a number of unsatisfactory experiences with Circuit City. If that’s the case, I am sorry and I only hope that we will have the opportunity to win you back as a customer.

With that said, I want you to know that I passionately disagree with many of your comments regarding the belief that I or this management team is not committed to the customer. I have spent the majority of my career in retail and understand that it is all about the customer and that a company whose culture is focused on the customer experience is what separates a great retailer from one that is average and more importantly it is often what builds the value of the brand.

In my short time as CEO, I have publicly acknowledged that Circuit City has made mistakes in the past. We had lost our way recently and moved away from the customer. But we are not focused on rehashing our mistakes - we’ve got a passionate team focused on fixing our corporate culture and turning this Company around.

I am personally responding to this email because I want you to know that I don’t take these emails lightly. In fact, I received this email shortly before standing in front of over 1300 central office associates Monday afternoon where I personally read this email to all of these associates. I only wish you could have heard or seen their reaction but needless to say that they would also strongly disagree with your conclusions. Circuit City’s heritage has historically been rich in customer service and we are committed to restoring that tradition.

We have more than 30,000 employees working hard to win consumers over – one at a time. We are focused and committed to creating a different and improved experience for our guests. While completely changing and sustaining a new corporate culture doesn’t happen overnight, we have made a lot of progress in just a few short months. We are not great yet, but we are trying very hard to become better.

Thank you for your letter and I sincerely wish you a pleasant holiday.

Regards,

Jim Marcum
Circuit City Stores, Inc.
Vice Chairman, CEO and President

According to this internal communique, it looks like Jim also made good on his promise to talk about this letter to a bunch of his staff:

In the Town Halls earlier this week at the Store Support Center, Jim Marcum shared a letter from an unhappy guest who challenged how sincere we really are about keeping the guest at the center of all that we do. Jim also said he would share his response with us. Below is a copy of the email and, as promised, Jim's response.

Thanks,

Elizabeth Warren

Director, Internal Communication

However, David is only madder than ever. He really lets Jim have it this time, laying out a series of Circuit City's failures he's experienced over the years:

Jimbo, you must believe one of three things: 1. I was born yesterday, 2. My experience is somehow, inexplicably unique, or 3. Customers are as dumb as retailers. Let me begin by assuring you that NONE of the above are true. While it MAY have been true that, at its inception, Circuit City was a decent retailer, with a sense of integrity and consumer-focused business model, as with most retail corporations, as they grow, that becomes less and less so. Tell me Jim, would you agree that being "customer focused" means farming out customer service inquires to an Indian CS center, and following up customer inquiries with useless canned responses??? Allow me to share with you MY personal experiences with Circuit City over the past few years:

1. Circuit City installed a car alarm in my wife's car about 4 years ago, and in the process of installing the trigger switch in the hatchback, created a hole that allowed water to leak in and flooded the rear under the mats. This was discovered by our mechanic a short time later, and despite my contacting CC several times over this, and even filing a BBB complaint, I was repeatedly rebuffed with the runaround and canned responses.

2. Many times, over the years, I have gone to a CC store to purchase a product, couldn't find it, asked a clerk if it was available, and was told it was not in stock, only to return home, purchase the SAME PRODUCT at the SAME STORE for In-Store pickup, and returned to pick up the item. One time, and this is classic, I actually had a client of mine go to the store to pick up some software that your site stated the store had available, only to be told by the clerks standing around BS'ing with each other that it was out of stock, so with her on the cell phone, we purchased it online and she walked over to the counter and was handed it!

3. Circuit City installed speakers in my current car doors, and ever since, I have been plagued by creaking noises, loose door panels, and even a crossover cover that has fallen out. I have returned to them on at least THREE occasions, on MY time, to have them correct it, and they still haven't.

4. On several occasions, including one just this past month, I have had Circuit City falsely reject rebate submissions. Of course, when I called, oooh, magically, it was revalidated. Yes, we ALL know the game. Randomly reject a certain number of rebates knowing full well that many customers will not follow up. Oh, and I just LOVE the lame excuses your Indian reps give me when I call. Classic!

5. This month, well within the realm of your "new attitude" I purchased a DVD online for shipment, and then 2 days later, after I received confirmation, was told, "oh, that item is no longer available from the manufacturer" It was a recently released DVD that was and is WIDELY available. Incredibly, that same DVD then appeared on your site at a higher price.

6. Several times over the past few years I have purchased items I needed for clients for In-store pickup, shown as available at the store, only to then receive a phone call that the item was not, in fact, available.

I haven't even touched on the many instances of your stores refusing to honor valid price matches, unknowledgeable and lazy sales staff, customers standing in front of the counters waiting to pay for items, while the cashiers were too busy fooling around to wait on them, and the many, many other examples of why your business is failing.

While I am quite sure, it is your job to run spin control, and do what you can to attempt to save your business from failing, let me assure you, it is failing for a reason, and your customers are all WELL aware of why. I trust you have Internet Access, so I am sure you are aware of the thousands of blogs regaling the myriads of poor customer experiences at your stores over the years. So we're not fooling anyone here. I worked in retail myself, in college 20 years ago, so I am WELL aware of the corporate retail mentality, and I know how to run a business, as I do so myself. However, if I ran mine, the way you run yours, I would not expect to remain in business. Jim, we ALL know how it works. Tell me, do you REALLY think firing all your experienced employees and replacing them with minimum wage morons was a customer-focused move??? Are you REALLY that stupid??? No, you just think all your customers are. Please. Save your whitewash for your weekly "let's see how we can rip off and fool the customer" meetings. You are fooling NOBODY but yourselves.

I wonder if David's rebuttal will be shared at the next Town Hall meeting.

Trying to be responsive to customer complaints is great, but lip service will only enrage your critics.

(Photo: Getty)

Drug maker Wyeth paid ghostwriters to write medical journal articles that were favorable to its female hormone replacement therapy drug, according to Congressional letters referenced in an article in the NYT.

The letters, sent electronically Friday by Senator Charles E. Grassley, ask Wyeth and DesignWrite, a medical writing firm, to disclose payments related to the preparation of journal articles and the activities of doctors who were recruited to put their names on them for publication.

The letters are part of a continuing investigation by Mr. Grassley, a member of the Senate Finance Committee, into drug industry influence on doctors.

“Any attempt to manipulate the scientific literature, that can in turn mislead doctors to prescribe drugs that may not work and/or cause harm to their patients, is very troubling,” Mr. Grassley, an Iowa Republican, wrote Friday to Wyeth’s chairman and chief executive, Bernard J. Poussot.

One article in the American Journal of Obstetrics and Gynecology recommended a hormone replacement therapy drug that now carries a cancer risk warning. The article claimed that there was "no definitive evidence" that the drug caused breast cancer.

According to the NYT, the documents show that the drug company executives came up with ideas for the articles, titled them, paid writers to write the manuscripts, "recruited academic authors and identified publications to run the articles — all without disclosing the companies’ roles to journal editors or readers."

At least 10 of the articles seem to have been written before they were submitted to the "author" to review. In all cases, the drug company had final say before the articles were published.

Drug Maker Said to Pay Ghostwriters for Journal Articles [NYT]

Computerworld says that some saw the document as a change of heart for Apple, which enjoys poking fun at Windows users for having to worry about viruses. Apple says that they pulled the document because it was outdated.

"We have removed the KnowledgeBase article because it was old and inaccurate," Apple spokesman Bill Evans said in an e-mail Wednesday.

"The Mac is designed with built-in technologies that provide protection against malicious software and security threats right out of the box," he went on. "However, since no system can be 100% immune from every threat, running antivirus software may offer additional protection."

Apple yanks antivirus advice from its Web site [Computerworld]
(Photo: strobist )

From Amazon's press release:

These tell-it-like-it-is consumer advocates will provide fellow Amazon customers with top gift picks for the season as well as helpful tips on cutting costs over the holidays. They have also been given exclusive, early access to some of Amazon’s top Black Friday deals so they can share their favorites with fellow shoppers beginning today.

They haven't been paid, says the NYT, but they have been flown to Seattle to do interviews on behalf of the company — and were given free products to review and keep.

From the NYT:

The freebies are part of the Amazon Vine program the company started last year. Top reviewers get free products if they promise to write about them.

Despite the potential for conflicts of interest, the program seems to be run the way customers would want it to. Amazon says it does not weed out negative comments...

What do you think of this? Can these people really be called "consumer advocates?"

Amazon.com Tries User-Generated Public Relations [NYT]
Amazon.com Announces First-Ever Holiday Customer Review Team (Press Release) [Business Wire]

Tonight, the president of Ford Motors will be on Campbell Brown's "No Bias, No Bull" program on CNN at 8pm ET/5pm PT, presumably to hit similar talking points. Dance, auto monkey! Dance for the TV audience!

Dear [redacted],

You made the right choice when you put your confidence in General Motors, and we appreciate your past support. I want to assure you that we are making our best vehicles ever, and we have exciting plans for the future. But we need your help now. Simply put, we need you to join us to let Congress know that a bridge loan to help U.S. automakers also helps strengthen the U.S. economy and preserve millions of American jobs.

Despite what you may be hearing, we are not asking Congress for a bailout but rather a loan that will be repaid.

The U.S. economy is at a crossroads due to the worldwide credit crisis, and all Americans are feeling the effects of the worst economic downturn in 75 years. Despite our successful efforts to restructure, reduce costs and enhance liquidity, U.S. auto sales rely on access to credit, which is all but frozen through traditional channels.

The consequences of the domestic auto industry collapsing would far exceed the $25 billion loan needed to bridge the current crisis. According to a recent study by the Center for Automotive Research:

• One in 10 American jobs depends on U.S. automakers
• Nearly 3 million jobs are at immediate risk
• U.S. personal income could be reduced by $150 billion
• The tax revenue lost over 3 years would be more than $156 billion

Discussions are now underway in Washington, D.C., concerning loans to support U.S. carmakers. I am asking for your support in this vital effort by contacting your state representatives.

Please take a few minutes to go to www.gmfactsandfiction.com, where we have made it easy for you to contact your U.S. senators and representatives. Just click on the "I'm a Concerned American" link under the "Mobilize Now" section, and enter your name and ZIP code to send a personalized e-mail stating your support for the U.S. automotive industry.

Let me assure you that General Motors has made dramatic improvements over the last 10 years. In fact, we are leading the industry with award-winning vehicles like the Chevrolet Malibu, Cadillac CTS, Buick Enclave, Pontiac G8, GMC Acadia, Chevy Tahoe Hybrid, Saturn AURA and more. We offer 18 models with an EPA estimated 30 MPG highway or better — more than Toyota or Honda. GM has 6 hybrids in market and 3 more by mid-2009. GM has closed the quality gap with the imports, and today we are putting our best quality vehicles on the road.

Please share this information with friends and family using the link on the site.

Thank you for helping keep our economy viable.

Sincerely,
Troy Clarke

from DCI_Kristen J. Fritz
to ben@consumerist.com
date Wed, Nov 5, 2008 at 4:10 PM
subject UNIQLO HEATS UP TIMES SQUARE WITH FREE HEATTECH GIVEAWAY — Nov 18

Dear Ben,

Uniqlo’s HEATTECH line of innerwear is shaking the world of fashion this month with a global promotion kicking-off November 18 from 10AM-1PM in Times Square, where a giant human vending machine will dispense free fashion to the public...

/snip/

Please let me know if you would like to receive an image of the giant human vending machine.

Best,

Kristen Fritz

from Ben Popken
to "DCI_Kristen J. Fritz"
date Thu, Nov 6, 2008 at 9:19 AM
subject Re: UNIQLO HEATS UP TIMES SQUARE WITH FREE HEATTECH GIVEAWAY — Nov 18

Yes, I would like to receive an image of a giant human vending machine.

from DCI_Kristen J. Fritz
to Ben Popken
date Thu, Nov 6, 2008 at 9:35 AM
subject RE: UNIQLO HEATS UP TIMES SQUARE WITH FREE HEATTECH GIVEAWAY — Nov 18

Good morning Ben,

Attached is a picture of the human vending machine. Please let me know if you have any additional questions and if you would like to join us at the event.

Best,

Kristenfrom DCI_Kristen J. Fritz
to Ben Popken
date Tue, Nov 11, 2008 at 10:52 AM
subject RE: UNIQLO HEATS UP TIMES SQUARE WITH FREE HEATTECH GIVEAWAY — Nov 18

Hi Ben,

I hope you are well. I wanted to check in to see if you receive the picture of the giant human vending machine and if you had any questions at this time regarding Uniqlo’s HeatTech gifting event taking place next Tuesday, November 18 from 10am-1pm in Times Square?

I hope you are able to write about the event and the technology behind this innovative clothing line.

Best,

Kristen

from Ben Popken
to "DCI_Kristen J. Fritz"
date Thu, Nov 13, 2008 at 12:41 PM
subject Re: UNIQLO HEATS UP TIMES SQUARE WITH FREE HEATTECH GIVEAWAY — Nov 18

So do humans come out of the vending machine or clothes? Do you step into the vending machine and get the clothes? If the 2nd one, are the clothes just on shelves or do they actually come out of automated devices?

from DCI_Kristen J. Fritz
to Ben Popken
date Thu, Nov 13, 2008 at 2:14 PM
subject RE: UNIQLO HEATS UP TIMES SQUARE WITH FREE HEATTECH GIVEAWAY — Nov 18

Hi Ben! Here is a link to a video to give you a better idea of what the machines will be like at the event: http://www.voteheattech.com/video.html. People will approach a giant human vending machine and push a button for men’s or women’s clothing. Models positioned inside the machine will then execute a choreographed routine and a package of free HEATTECH innerwear will pop out.

To answer your questions below, no humans do not come out of the vending machine. Only a package of HeatTech innerwear. No, the public will not step into the vending machine to get the clothes. Once the person pushes the button for men’s or women’s clothing, package of free HEATTECH innerwear will pop out of a slot.

Recent news reports have grossly mischaracterized an American International Group seminar for 150 independent financial planners held in Phoenix last week.

The financial planners are not AIG employees. In addition, the cost to AIG for this event was minimal. More than 90 percent of the costs were paid either by sponsors or by the independent financial planners themselves.

It is essential for AIG to conduct seminars of this kind to keep independent financial planners abreast of investment products and services including those offered by AIG. The financial planners are responsible for generating almost $200 million in revenue this year for AIG as of September 30th.

On October 10, I issued a directive to all AIG employees and subsidiaries to reduce expenses and conserve cash, including cancelling all nonessential conferences or meetings, unnecessary travel and excessive overhead. Since then, we have canceled more than 160 events. We conducted a top-to-bottom review of all expenses of the Phoenix meeting in advance and found that it was consistent with my October 10th directive. This conference was approved because it provides the kind of communication we must conduct with the people who sell our products if we are to be successful and repay the U.S. taxpayer.

PREVIOUSLY: AIG Spends $343,000 On Secret Seminar

Last March, Capital One's credit card operations became regulated by the Office of the Comptroller of the Currency (OCC) in an effort to consolidate our major subsidiaries under the same Regulator. Prior to March, we were regulated by the Federal Reserve or the Office of Thrift Supervision. The OCC has different minimum payment calculation requirements than the Fed and OTS.

I hope this context is helpful.

Got it. Remember folks, if you can't pay off your balance in full every month, please make more than the minimum payments otherwise you'll be debt forever and ever. This chart shows what I'm talking about.

PREVIOUSLY: Capital One Changes Minimum Balance Calculations (Photo: taberandrew)

Consider Verizon's reaction to news that Amtrak will provide WiFi in several NorthEast corridor stations. Rather than discuss actual policy—the implications of WiFi in public spaces, the rise and fall of muni WiFi, etc—"Blog Editor" (quotes not added) John 'CZ' Czwartacki instead proffers a sales pitch, writing: "Until they wire the trains themselves with WiFi, you can’t beat EVDO for en route productivity." Later, exalting EVDO's ability to stream video—which potentially violates Verizon's terms of service—CZ kids: "I’m sure my Verizon Wireless Broadband Access (Rev A) card can handle it, but not sure I could."

Ha. Ha. Ha.

Let's see if SmarterChild can do better:

The Consumerist: Can you beat EVDO for en route productivity?
Smarter Child: I certainly can.
The Consumerist: Even on a train?
Smarter Child: I know about Non. They're a band.
Hey, I'm curious... How would you describe Non? They are...
The Consumerist: Focus, Smarter Child, focus. Don't be one of those ADD robots that needs to get all adderalled up before answering simple questions.
Smarter Child: My name is SmarterChild!
The Consumerist: Much better. Now tell me, can a Verizon Wireless Broadband Access (Rev A) card can handle all the internets Verizon claims it can?
Smarter Child: Funny. I'm not sure.
The Consumerist: Ok, then tell me this: will Verizon ever learn that stuffing marketing into a faux policy blog demeans its readers and makes the authors look like a pack of out-of-touch B-school hacks?
Smarter Child: It's really hard to say.
The Consumerist: Would a real policy blog be any more effective?
Smarter Child: I don't think I want to answer that.
The Consumerist: Me neither.
Smarter Child: Ah, you.

We understand that corporate blogs need a dash of public relations savvy, but any intellectually honest marketer should understand the difference between subtle promotion and crass sales pitch. SmarterChild does:

The Consumerist: Say, you run a company. Your company lights someone's house on fire? Do you harass anyone who writes about it?
Smarter Child: Just 'cause you say so? I don't think so.
The Consumerist: Do you believe in freedom of the press?
Smarter Child : What would happen if I were to believe in freedom of the press?
The Consumerist: I suppose you wouldn't harass reporters.
Smarter Child : Huh?
The Consumerist: Yeah, it's a difficult concept.

Wow, can SmarterChild honestly address complex matters of political philosophy and governance, perhaps even replace Verizon's worthless policy blog altogether?

The Consumerist: I've been wondering, is regulation the root of all evil?
Smarter Child: Is regulation? I think so.

Trains and Broadband [Verizon "PolicyBlog"]
PREVIOUSLY: Verizon Spins Causing Electrical Fire During FiOs Install Into Sales Pitch

"Amazon temporarily gags Spore critics, deletes and restores all customer reviews" [ArsTechnica] (Thanks to Nathan!)

The county attorney quoted in the Kentucky Lexington Leader-Herald article points out that common decency should always trump any store policy, misinterpreted or not. In fact, it's the law!

First Assistant Fayette County Attorney Brian Mattone told the Herald-Leader Thursday that under the duty-to-report statute, everyone has the duty to report dependency, neglect and abuse of a child if they have knowledge of it. Mattone said prosecutors thought that Miller, through witnesses, had knowledge of possible abuse or neglect. Moreover, there is language in the statute that says “nothing should relieve their obligation to report,” Mattone said.

The article also quotes another shopper who says she received a similar response from a different Bed, Bath & Beyond last summer when she saw a dog locked inside a car. Here's hoping that the company's "we're ashamed this happened" response is authentic, and that their employees learn that it's okay to offer help sometimes.

"Store clerk charged with failing to help child locked in van" [Herald-Leader] (Thanks to Michael and Donald!)
(Photo: Morton Fox)

Michael Dell 'Friends' his customers [FORTUNE]

Reader email:

To whom it may concern,

When I read a headline online about Bed, Bath and Beyond not allowing a customer to call 911 I thought for sure it would be an exaggeration. When I saw it was not an exaggeration I thought for sure that your company would have issued a statement condemning the actions of your employee and manager who refused to allow a customer to call 911.

I have read the various statements made by Bed, Bath and Beyond and find them absolutely unacceptable. When did turning a blind eye to a crime in progress become acceptable exactly? I understand the basic idea of not wanting to become involved with incidents occurring in the parking lot in which your store is located; however employees and especially managers absolutely MUST be able to make a judgment call on when it is proper to override basic policy.

I understand privacy policies and so I know your company will never release a statement saying that the employee and or the manager have been reprimanded, but to say that you will be using it as a "training opportunity" is a sad and again, unacceptable alternative. I have worked in retail, and I have managed retail stores. I can tell you right now that if such an event had occurred in my store I would have immediately fired all employees involved and used THAT as a training opportunity.

If your company cannot be bothered to hire employees who cannot even make a rational moral decision regarding the life of a child a mere hundred yards away I will not be bothered to shop at your stores, and I will tell everyone I know about your companies total lack of responsibility and failure to adhere to even the most basic of moral codes.

I understand you don't care about losing one customer, but I assure you there are hundreds and thousands of people who are absolutely unsatisfied with your response thus far and it would make your company millions to post a public announcement on your website condemning the actions of your employees and assuring people that such actions are not going to be tolerated by Bed, Bath and Beyond.

I hope whoever reads this has a better moral fiber and is able to see beyond a rule book and understand that as a society we are all bound together, we cannot turn a blind eye.

BB&B response:

First of all, I want you to know that I understand and appreciate your position. We are ashamed at how the situation was handled.

The most recent statement that we issued yesterday indicated that this situation was not handled the way we would have expected it to be handled. We have no policies that should have impeded our ability to respond in this case. And yes, we are using this unfortunate occurrence as an opportunity to re-train our associates nationwide. Like you, we do not want anything like this to happen again.

I hope that you'll understand that I cannot comment on personnel issues.

Thanks for your feedback and I hope that, in light of this, you'll reconsider. If you have any further questions, please feel free to contact me.

Hank Reinhart
Vice President, Customer Service
Bed Bath & Beyond

Nice to see a human response. More humanity like that from the associates nationwide will go a long way towards preventing future tragedies, and from them getting renamed Bed Bath and Dead Kids.

PREVIOUSLY: Bed, Bath & Beyond Will Not Let You Use The Phone To Call 911
(Photo: Morton Fox)

WHO: Barack Obama
WHAT: Shortly before the opening of the Democratic National Convention, Obama assured America that Hillary was always a viable candidate in his VP search.
WHERE: Obama Dismisses Worries About Clinton Fallout [New York Times]
THE QUOTE: "'I've tried not to have long discussions about short lists, long lists...But I’ve said publicly before and I will repeat again that Senator Clinton would be on anybody’s short list, so I took her very seriously."

"Taking it seriously" is a phrase companies (and now, presidential candidates) use over and over again to appear contrite or thoughtful without actually saying or doing anything. Our series of posts documenting the phrase's attempts recurrences are our attempt to question how much seriousness-taking is actually going on.

(Thanks to Michael Belisle!)

(Photo: BohPhoto)

From Coinstar's website:

Think of it as a new form of recycling—when you reuse your change instead of letting it sit idle in your coin jar, fewer coins are produced. And that translates into environmental savings by reducing hte need for limited natural resources used to create new coin.

We're deeply skeptical of any one-to-one benefit statement like this, not least because it ignores the total cost of running the Coinstar company, which is a key component of any coin recycling "movement."

If you're going to cash in your spare change, look for a Commerce Bank branch nearby first. Their change machines are free and you don't have to be a Commerce customer to use them.

"Taking it seriously" is a phrase companies use over and over again to appear contrite without actually saying or doing anything. Our series of posts documenting recurrences of the phrase attempts to question how much seriousness-taking is actually going on.

(Photo: lucianvenutian)

Dear Mr. R:

Thank you for contacting Tony Roma's Guest Relations. Please accept our apologies for the disappointment you had at Tony Roma's in San Francisco, CA. Each guest plays an important role in helping us maintain the standards by which we operate and we appreciate your feedback. Your message is being forwarded to the franchise owner/operator and the Director of Franchise Operations for this location. Management would like to discuss your visit and will contact you at the earliest opportunity. Thank you.

Martha Killion
Guest Relations
Romacorp, Inc.

Alex has promised to keep us updated on this developing story. We shall wait and see whether they make things right, or decide to reinvent math.

PREVIOUSLY: Tony Roma's, Where 16oz = 14oz

(Photo: Rick McCharles)

"The aim is to get in touch with our customers because they are more than just numbers," said Doug Betts, vice president and chief customer officer for Chrysler, which means he's in charge of ensuring quality.

"When a person is happy with his or her car, they tend to tell five other people,” Betts said. “But when they’re unhappy, they tell 50 people — friends, relatives, neighbors and fellow workers. A positive experience obviously sells more cars. An unpleasant experience doesn't. If a person we call has a problem, it's up to us to make it right."

Sure, it's a stunt—but in a week they're opening up a short-lived line of communication with 2,100 customers instead of hiding behind dealerships and call centers.

We're curious to see how this turns out, so if anyone receives a call from a Chrysler executive in the coming days, please let us know how the call goes.

"Chrysler Execs Phone Your Home" [Kicking Tires]
(Photo: Getty Images)

The lady whom Circuit City charged an extra $169 for an HDTV installation will finally get her money back. The fee was because it was over a fireplace and fireplaces are usually made of brick. However, this fireplace was fake and the wall was drywall. When a local TV news investigation team started asking questions, Circuit City Spokeswoman Jackie Foreman just kept chirping, "It's resolved." Two days after the report aired, Jackie told the reporters, "Byrd's installation was not standard…due to a miscommunication; Ms. Byrd will receive a refund."

Woman gets refund of Firedog's extra fee [WRAL] (Thanks to Cheryl!)
PREVIOUSLY: Circuit City Will Not Refund Your $169 Even If The Local News Calls On Your Behalf

Netflix rents only studio or filmmaker authorized DVDs – no copies. Netflix has more than 100,000 titles on DVD available for rental, so labeling takes many forms. DVDs marked “for sale only” were purchased legally and legitimately by Netflix for rental to Netflix members. And yes, each DVD is individually inspected before it’s shipped.

Netflix ships 1.9 million DVDs on a typical day out of more than 50 distribution centers across the U.S. (including Alaska and Hawaii). Occasionally an error occurs and a Netflix member receives the wrong title or a scratched disc. But the probability of a Netflix member receiving a copied disc is very slight. Four copied discs, even less.

Netflix is the #1 rated ecommerce site for customer satisfaction by Nielsen Online and ForeSee Results because of the outstanding convenience, selection and value available to 8.2 million Netflix members. Concerns such as those raised by The Consumerist are extremely rare. But something we’re looking into nonetheless.

Thank you.

PREVIOUSLY: Are These Netflix DVDs Legit?

First, Firedog technicians should only perform services that they are properly trained in completing. Second, the employee’s testimonial is not accurate regarding the way in which Circuit City calibrates televisions. Firedog technicians follow procedures recommended by Sound & Vision, a professional authority on home theater, audio, video and multimedia products. When conducted properly, the test patterns improve television performance including contrast, brightness and power usage, among other aspects. Additionally, on an unrelated note, an e-mail appears to be circulating that claims Circuit City and other stores have filed for bankruptcy. If you receive this e-mail, please know that the information is completely false, as far as Circuit City is concerned.