The funny thing about a service economy, writes Peggy Noonan at the Wall Street Journal, is that it’s created a world where people who interact with the public are deliberately trained to be rude and compassionless. She thinks it’s partly because we threw out manners right as we reached a cultural moment where we interact with strangers more than ever. But that’s only part of it–she also notes that clerks are trained to get in your face and aggressively push for higher sales, and that the dreaded “Dead Face”–that stony look that’s used to shut down any communication at all–is probably taught by consultants as an efficient way to handle people. [More]
Reader Jordan wants us to know that there is a surly individual at his local Taco John’s. He’s complained to the company, but the surliness continues. [More]
Hey AT&T, maybe you should offer some sort of congestion pricing on your iPhone plans in places like New York City. We’ve heard/read all sorts of anecdotal reports on dropped calls before, but today Engadget reported that an Apple Genius said a 30% drop call rate is average for the area. If that’s true, it seems like false advertising to charge for a full-time calling plan that you can only use about two-thirds of the time.
Auto service companies in St. Louis have found a way to avoid issuing refunds when customers cancel vehicle-protection contracts: by selling warranted vehicle additives in place of service contracts.
A happy flight attendant makes for a happy flight, and 24-year-old flight attendant Brandi Lynne has a list of 10 things you can do to make your next flight a little more enjoyable…
Jiffy Lube agreed to pay Alison over $250 after botching routine work that forced her to interrupt her road trip for emergency car repairs. Alison’s mechanic said that Jiffy Lube’s attempted transmission fluid flush could have caused “catastrophic car damage” if left unfixed. Jiffy Lube denied all responsibility until Alison fired off an Executive Email Carpet Bomb to C.E.O. Rick Altizer, who agreed not only to reimburse for the repairs, but refunded the original cost of the transmission fluid flush, and tossed in a few coupons for free oil changes.
Verizon's New Marketing Pitch: Squirrels Eat Old Phone Lines So Upgrade To FiOS For Guaranteed Service!
Verizon told Debbie that upgrading to FiOS was the only way to guarantee uninterrupted phone service because apparently, Verizon’s old copper lines are no match for the insatiable appetite of copper-munching squirrels. Never mind that FiOS doesn’t work during a blackout for more than a few hours, or that Debbie’s problem had nothing to do with hungry squirrels…
Tier 3: Case Management: 1-888-685-1358
Since we first posted this, Verizon has changed its mind and announced that it will provide service credits to storm victims in Southern Illinois who were without service for most of the month. The credits won’t be automatic; to qualify for them, affected residents must call 800-837-4966 (1-800-VERIZON) to tell the company that they were without service.
Andrew brought his car to Audi of Downtown L.A. for routine warranty work, but left with a trunk that overflows whenever it rains. When Andrew complained to the dealership’s staff, he was told to take his business elsewhere.
Garmin wants to bill reader Hal $99 for a new SD card after failing to tell him to remove his old card before returning his dead-on-arrival StreetPilot C510. The SD card holds the unit’s maps, and without one, the GPS unit is useless.
Apple sold reader Melody the wrong AppleCare package, but instead of switching her to the proper coverage, they issued a refund and told her to re-purchase the warranty extension. They even gave her American Express transaction reference numbers so she could track the refund, but AmEx says the numbers are invalid and that they have no record of a refund posting. Melody’s been out $195 since February, and thinks it’s time for Apple to cough up her money.
Comcast keeps sending Andrew’s parents letters insisting that “there is a leak of our electronic signal into the air,” and that if it can’t be immediately fixed, their service will be disconnected. Andrew’s parents always immediately call Comcast to schedule a service visit, because nobody wants a signal leaking into the air, especially not one that “could interfere with aircraft and ship communications,” but each time they call, Comcast has no clue why they sent a letter, or how to plug the leaky plane-gobbling signal.
Gateway claims that the Patriot Act is holding up delivery of the part needed to fix Redwoodflyer’s laptop, which has been broken since October. Seems believable to us!
Reader tking says his laptop started out with a bad power jack — but has slowly escalated in brokenness with each Dell intervention.