complaints

Showdown At CVS

/ Jack Marshall / 17 Comments

I’ve been looking for an excuse to use my favorite Ethics Alarms movie clip again [FYI: The library has been updated!]…

Against my usual proclivities, I am engaged in a war with the CVS that I am not going to back down from, stranding my family members there and leaving my my weapons behind to be used by terrorists. I found it odd that every time I made a purchase at the store, about twice a week, I was asked to “re-enroll” in a savings program that I had participated in for over a year. This required me to click “yes”(rather than “later”) at the end of my transaction. I finally asked a clerk what was up, an he said he would check. The result: checking “yes” did nothing. My membership could not be reinstated at that time. He could not tell me why.

So I asked to see the manager, a nice middle-age woman whom I have known there for years. She couldn’t explain why either. Finally she said, “It’s the machines,” and wrote down a phone number for me to call at CVS’s website. “Excuse me, but why to I have to call because your store’s machine’s don’t work?,” I responded. “I’m the customer, I’m misinformed for weeks, I don’t get discounts I’m supposed to get, and I have to fix your problem? I have to sit through automated phone systems and wait times? You are CVS’s agent. You work here. You’re paid for it. You fix the problem. Don’t foist it off on me. I’m the one being inconvenienced.” At this point, by some sadistic twist of fate, a large, aggressive, loud and belligerent young woman had entered the store near the front counter, and she started addressing me stridently.”Why are you harassing them?” she boomed out. “They aren’t CVS. They just work here.”

Continue reading →

Comment Of The Day: “Facebook Users Are Actually Posting This. It Shows Scrambled Ethics Alarms.”

/ Jack Marshall / 19 Comments

It’s story time, courtesy of Steve-O-in -NJ, who was inspired by the obnoxious, hopefully fake internet message going around the web purporting to be a dressing-down of “inconsiderate” shoppers who “browse.”  He recounts a related episode I apparently missed, with trenchant commentary.

Here is Steve-O-in -NJ’s Comment of the Day on the post, “Facebook Users Are Actually Posting This. It Shows Scrambled Ethics Alarms.”

It reminds me of the list some bitter soon-to-be-former employee of Borders Books and Music wrote on a whiteboard and put up right before the whole chain closed in 2011 due to various factors, mostly the expansion of amazon and missing the boat on the e-reader market. I’ll run through it, adding my own commentary:

Things you never knew about Borders Employees:

    • We hate when a book becomes popular simply because it was turned into a movie.

What, so it means you’ll sell more of that book? How does that hurt you?

    • It confused us when we were asked where the non-fiction section is.

It shouldn’t. Anyone older than eight knows the difference between fiction and non-fiction. Yes, non-fiction is pretty broad, but that’s easily answered with a question to try to narrow what the person is looking for.

    • Nicholas Sparks is not a good writer … if you like him, fine, but facts are facts.

No, that’s your opinion, which counts for exactly nothing here. Just who made you, a skinny, bored, can’t-be-bothered-to-do-more-than-the-bare-minimum, clueless twenty-something, an authority on what constitutes a good writer? Your job is to sell books, not critique them, and certainly not to pass judgment on customer choices. You want to become a book critic, see if the local paper is hiring.

    • We greatly dislike the phrase “Quick question.” It’s never true. And everyone seems to have one.

Then get a job flipping burgers. Answering questions is part of the job.

    • Your summer reading list was our summer reading NIGHTMARE. Also, it’s called summer reading, not three days before school starts reading. Continue reading →

Facebook Users Are Actually Posting This. It Shows Scrambled Ethics Alarms.

/ Jack Marshall / 36 Comments

A Facebook friend really and truly posted this and encouraged people to pass it along.

He apparently thinks it’s reasonable and profound. In fact, the message is obnoxious and unethical.

  • It’s a lie. It doesn’t speak for employees of those stores.  It certainly doesn’t speak for all of them, as it claims. I wouldn’t be surprised if it wasn’t even written by an employee of any of those stores.
  • So someone is posting messages on behalf of people who didn’t consent to it, and sending offensive messages to their employers’ customers. Nice. And my Facebook friend, who once had a functioning mind, thinks this is praise-worthy.
  • If I received one of these from the management of a store I patronized, that store would never get my business again. If I was the management of one of these stores and learned that one or more of my employees were involved in circulating such a message, I would terminate those employees  for cause.
  • This is what happens when the chic thing to do is to call anyone doing their jobs “heroes.”  I appreciate workers in grocery stores and other businesses, but then I always do.  For example, I talk to them, thank them, and don’t do business with them while talking on my cell phone. I tip them frequently and generously, like I did the guy who was spraying disinfectant on grocery cart handles yesterday. I do not and will not appreciate any employees behaving like I am beholden to them because I bring business to their stores that allows those stores to keep them employed. Continue reading →

Every Day Ethics: The Case Of The Missing Pancakes

/ Jack Marshall / 26 Comments

These are the ethics conundrums that drive me nuts.

After a very hard week, a large, late-arriving check from a client relieved our intermittent cash flow anxiety (“This is the life we have chosen!”—Hyman Roth), so we decided to indulge ourselves with a carry-out feast from the best Chinese restaurant in the area, the  Peking Gourmet Inn, famous for its Peking Duck and President George H.W. Bush’s frequent visits during his White House residency. I’d say it’s one of the three best Chinese restaurants I’ve ever had the pleasure to dine at, though it would be hard to top a little place we discovered in London, with this caveat: the Peking Gourmet egg rolls with garlic sauce are the best egg rolls I can imagine, and no, even that miraculous place in Kensington couldn’t match them.

But I digress. It’s a longish drive to the restaurant, and the food isn’t cheap: our order of a whole duck, Salt and Pepper Shrimp ( another specialty), and two orders each of egg rolls and (for my son, who loves them) steamed pork dumplings came to $115. The pungent smell of the shrimp nearly drove me mad on the way home; no wonder those DoorDash drivers eat the food so often. When I arrived home, drooling, everything was perfect, as usual, except for some pangs because we missed the ritual of tossing fortune cookies to Rugby, our recently departed and still deeply mourned Jack Russell Terrier. Rugby would circle excitedly awaiting his treat, which I would toss high in the air. He would pounce on the cookies, rip open the wrappers, and eat delicate things with gusto, pausing only to spit out the fortunes. Continue reading →

Fish Bone Ethics: A Poll

/ Jack Marshall / 24 Comments

My tuna sandwich had an unwelcome bonus: a 3/4 inch, two-pronged bone. It stuck me in the gums. No blood drawn, but I expect better from my usual brand of white albacore in water.

Now what? I have encountered negligently included matter in foodstuffs before, nothing large or horrible, like the famous human toe in the plug  of chewing tobacco often cited as a perfect illustration of “res ipsa loquitur”. (The Mississippi Supreme Court: we can “imagine no reason why, with ordinary care human toes could not be left out of chewing tobacco, and if toes are found in chewing tobacco, it seems to us that somebody has been very careless.”) In such cases I have just let it go, taking a Golden Rule approach. After all, some stuff is bound to slip through now and then. Yes, I made a big deal when I found a bug in my salad, but the occasional small hair, or bit of bone, I let pass.

This one was different, though. It was  bigger, and the damn thing stuck me.

So should I send the tuna fish company the bone and complain? If I do, what’s the objective? Is it to extort a lucky haul by getting the company to send a life supply of tuna fish? I know people that send in such complaints several times a year, often with spectacular results. They specialize in writing indignant, angry letters full of implied threats. These people like finding bones in their tuna fish. The problem is, I don’t like them.

Is it a matter of good citizenship to tell the company that some of their cans have bones along with the fish? Can I save another consumer from a stuck gum and a spoiled sandwich experience by alerting the company to a problem in their processing? It probably is good citizenship, except that I’m pretty sure that renegade fish bones are a well-known inevitability in the tuna fish business.

The question, then: what’s the ethical course?

Morning Ethics Warm-Up: 7/21/17

/ Jack Marshall / 8 Comments

Good Morning!

1. There was one of those moments in a Major League Baseball game yesterday that teaches life lessons in character, and ethics for anyone who is paying attention.

The Boston Red Sox were playing the Toronto Blue Jays in an afternoon game at Fenway Park. Boston led 3-1 in the second inning, but the Red Sox pitcher,  veteran Doug Fister, was struggling with an uncharacteristic control lapse: he walked his third batter in the inning, and also had given up a couple of hard-hit balls that suggested that a gaggle of runs and a blown lead were inevitable. Then, mirabile dictu, Fister caught a break. The next Toronto batter swung mightily and lofted an easy, lazy pop-up to the infield. If there had been one out rather than two, it would have been called an automatic out under the Infield Fly Rule. Everyone, including Fister, who is fighting to preserve his spot on the Sox roster as well as his flagging career, breathed a sigh of relief. The Toronto batter slammed his bat to the ground. Settling under a pop-up not any more difficult than those he had successfully caught as a Little Leaguer was Red Sox utility man Brock Holt, a second baseman this day. He is much admired for his versatility, energy and reliability. Holt is also trying to revive his career after a frightening, season-long battle with vertigo, as well as to show the team that he can fill a yawning void at third base.

Holt dropped the ball. It bounced off his glove, as the Toronto baserunners were charging around the bases at the crack of the bat, since there were already two outs. Two of them scored, and later two more after Fister surrendered hits in te lengthened inning, making the bounty bestowed by Holt’s muff four runs. Fister was soon out of the game, and was charged with his team’s eventual two-run loss by an 8-6 score. (Today’s headline in Boston: “Doug Fister’s Future As Starter Uncertain After Loss To Jays”).

Yet Fister never shot an angry glance at Holt. He’s played the game; he knows how mistakes and random bad luck can turn everything around in an instant. He probably has dropped a similar ball in a crucial situation: I know I’ve done it, at second base, losing a company soft-ball game. Holt trotted to the dugout, got supportive pats on the back and fanny from his team mates, and played the rest of the game with his head high and his skills on display. There is no doubt that he felt terribly about the play, but Holt  didn’t hide under a rock, rend his garments, or make a big display of anger and frustration to signal to the hometown crowd—which didn’t boo or jeer him at any point in the game.

That’s life, as my father used to say, and this is how ethical people handle life. Disaster strikes out of a confluence of factors (a very bright sun undoubtedly helped Holt miss the ball, but professional ballplayers learn to cope with the sun) and all we can do, if we are competent at life as well as fair, responsible and brave, is to accept responsibility, not make excuses, and not allow such events to diminish or destroy us. Both Fister and Holt displayed the character necessary to do that. Neither blamed the other, and no one blamed them. Tomorrow is another day.

Play Ball!

2. Professional troll Ann Coulter is having a public spat with Delta Airlines that reflects badly on both of them. Continue reading →

From The Ethics Alarms “Res Ipsa Loquitur” Files: Now THAT’S An Unethical TSA Patdown

/ Jack Marshall / 119 Comments

Fire that guy. Just fire him. Or suspend him without pay for a good long time.

No, on second thought, fire him.

There is no excuse for this, just reasons. The main reason is that the TSA agent is being an asshole, if not a pervert. I am patted down a lot—as an adult, wearing a suit. This is a kid in a T-shirt and shorts. What is he supposed to be hiding? No child should be subjected to this indignity, and no parent should have to stand by and endure it.

The mother who took the video  complained that her family was”treated like dogs” and forced to miss a flight during an extensive security check, according to her Facebook post:

We have been through hell this morning. They detained Aaron for well over an hour at DFW. (And deliberately kept us from our flight… we are now on an alternate) We were treated like dogs because I requested they attempt to screen him in other ways per TSA rules. He has SPD and I didn’t want my child given a pat down like this. Let me make something else crystal clear. He set off NO alarms. He physically did not alarm at all during screening, he passed through the detector just fine. He is still several hours later saying “I don’t know what I did. What did I do?” I am livid. Please, share… make this viral like the other children’s videos with TSA… I wish I had taped the entire interchange because it was horrifying. We had two DFW police officers that were called and flanking him on each side. Somehow these power tripping TSA agents who are traumatizing children and doing whatever they feel like without any cause, need to be reined in.

Continue reading →

Meltdown At Gate 43

/ Jack Marshall / 26 Comments

american

As you probably have discerned, I am not having a good week on the road.

Today I am in Tucson, Arizona for less that 24 hours at a lovely resort that I will get to enjoy essentially not at all. Getting here, however, was the ethics adventure, or perhaps ethics breakdown is the better term.

My flight was supposed to start boarding at 4:30, but for some reason unclear to the assembled, did not. It was a real mob, a full flight, and as always at Reagan National , people were jockeying for position. They were also confused; a neighboring American gate was also boarding, and the announcements sounded like they were coming from our gate. Suddenly a gate attendant—is that what they are called?—came running up, and pushed through the crowd, sporting a big grin, why, I have no idea.

He grabbed the microphone and said, “All right, everybody, we’re ready to board American flight 2766 to Phoenix!” and nothing else.  “I guess they’re boarding everyone!” someone said, and there was a mad rush for the lane. “No no no!” the new arrival said. “First class only!” ” Did he say ‘first class only’ before?” I asked the young women standing next to me. “No,” she said, confirming my belief, “but then I can’t tell what he’s saying anyway.” True enough: the guy mumbled and didn’t seem to know how to use a mic. Then the VERY CLEAR announcement from the adjoining gate boomed out: “Now boarding Group 2!”

Again a mob of my flight’s passengers rushed the gate, and the young man with the grin shouted “NO! Get back! Now we are boarding the Platinum, Gold, Silver, American Plus, Bronze Bonus, Flying Potato passengers only!” Or something like that. He was barely heard, and the announcement from the nearby gate washed over it. “Now boarding groups 1,2 and 3!” More confusion. Another American employee at the our gate took the mic, a young woman. “AH!” I thought. “She obviously knows how to do this.”

No, she didn’t. You know that woman in “Jaws” who sees the shark in the lagoon and shouts “Shark! A shark!” so weakly that I have never been able to figure out why Spielberg cast her? The American lady made THAT woman seem like Ethel Merman by comparison. Her mouth moved, but nothing came out. “What did she say?” “What was that?” Everybody was asking everyone else if they could figure out who was supposed to go next. Then the guy who arrived late started shouting at us!

“We have not called the priority levels or group 1 yet! You are blocking passengers from accessing the gate! Move out of the lane.” From next door: “NOW BOARDING ALL GROUPS!!”

More chaos and confusion. Eventually I moved through to the jetway; I have no idea if they called my group or not. There were four attendants at the gate, an older man checking the boarding passes, the mute, the jerk who shouted at us (Rule: if crowd gets out of control, it’s the crowd controllers who usually are at fault), and a women in a uniform who was standing to the side looking like this was funny to her and otherwise doing nothing. I assumed she was a supervisor…a bad one. So I went up to her, and said, not entirely pleasantly, “This is the most incompetent boarding process I have ever seen. It’s inexcusable.”

She looked at me indignantly and said, in some kind of Hispanic accent, “This is America, sir! If you want to make a complaint, contact management. I’m just an employee,”

Wait..WHAT? Now I have to deal with an arrogant Hispanic American with a chip on her shoulder? Is she going to lecture me on white privilege? “This is America”? What the hell does that have to do with anything? Continue reading →

Ethics Quiz: Is Nice Necessarily Ethical?

/ Jack Marshall / 26 Comments

checkin

If it seems like I always have ethics dilemmas to deal with on the road, your impression is correct. I’m at a hotel in Boston, and I have another one.

I arrived at the hotel after a late flight tired, with a headache. The door was locked, which is sometimes the case after 10 or so at small hotels; it was 11:30 PM. So I rang the bell. Nobody. I rang it again. And again. I knocked. Then I rang again. Finally, I went into the pub next door, which was also closed, but the door was ajar. “Does anyone know how I’m supposed to get checked into the hotel?” I asked>

Someone did know: the hotel night clerk, who had gone next door to watch TV.

Your Ethics Alarms Ethics Quiz of the Day:

Should I complain to the hotel management about this?

Continue reading →

Oddly, Though Ethics Alarms Had Already Named Comcast “Corporate Asshole Of The Year,” The Company Felt It Had Something Left To Prove…

/ Jack Marshall / 8 Comments

ernestine

I really don’t understand this at all. In October, when the viral story of how Comcast managed to get a customer fired from his job for insisting that the communications giant address his legitimate complaints, I wrote:

I have never heard of even one customer of any company losing his job as a consequence of that company’s refusal to address legitimate complaints. That is why Comcast gets its Corporate Asshole of the Year award early. Nobody’s going to top this.

Yet amazingly, Comcast has managed to have yet another tale of atrocious service and customer abuse get widespread publicity. This video, by YouTube exhibitor Sweetlethargy, tells the whole  jaw-dropping story:

In any normal consumer setting, a customer able to prove that he was  induced by a company representative to purchase a service under false pretenses would immediately receive an apology, and the service promised for the price offered. In this case, however, as you can see in the excruciating video, Comcast’s reaction is, “Sorry, we won’t honor what you were told.” Translation: Screw you. Sue us. Good luck with that.

The is reminiscent of the running gag that was once famous on “Rowan and Martin’s Laugh-In,” the chaotic Sixties comedy show, in which comic Lily Tomlin would play a cruel, smug, nasal-voiced and snorting Bell telephone operator named Ernestine (above). Her specialty was telling infuriated customers who were receiving rotten telephone service that their complaints were futile. “We don’t care. We don’t have to care. We’re the telephone company!” she’d say.

Apparently this is Comcast’s attitude. Horror stories about Comcast service are all over the internet and social media, and heads aren’t rolling, the Board isn’t screaming, press releases aren’t issuing, and documented customer abuse keeps turning up. The company has nurtured a culture of carelessness, callousness and arrogance, and apparently believes that its services are too essential to suffer significant consequences.

What have you heard about Bell lately?

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Pointer: Fark