customer service

Showdown At Staples: A Duty To Confront Saga [Corrected]

/ Jack Marshall / 26 Comments

This morning, my wife sent me on a mission to buy a new portable calculator. At the nearby strip-mall, there are three retail options right in a row: Target, Staples, and Best Buy. Target looked crowded, and the Best Buy is huge and bewildering, so I chose the more modest-sized Staples, where ProEthics has an account.

When I entered, none of the aisle and section signs—there were about two dozen— indicated that the store even offers calculators, though I knew that couldn’t be the case in an office supply store. There was a 15 foot banner proclaiming “CUSTOMER SERVICE,” however, with one female clerk beneath it, processing the purchase of an ancient man who was moving in slow motion. After waiting a few minutes and realizing that the transaction might take until Arbor Day, I asked the Staples employee where I could find the calculators, assuming it was an easily and quickly answered query and that I could get the information before the aged customer finished searching through his wallet.

The employee obviously had no idea. She said, “I think it’s down there somewhere,” pointing to the other side of the store. “Is there an aisle sign that I should look for?” I asked. “You know, let me check with somebody; just wait a minute,” she replied, and went back to Methuselah.

“Bye!” I said sharply, and left the store. [ Update: I was wrong to write that, because I did NOT say anything, sharply or otherwise as I left Staples. A sharp “bye” would have perfectly expressed by state of mind, however. Still, that was a false account.] I then went to Best Buy; its customer service staffer gave me directions, pointed out a sign and a section, and I had picked out the item in less than five minutes.

After completing the purchase, I went back to the young man at the service desk and thanked him for his competence. I also told him how his counterpart at Staples had blown it, and that Best Buy had my business from now on.

I wasn’t done yet, however.

Continue reading →

Ethics On A Rainy Day, 9/10/2020: Customer Service, Rights On Campus, And Kamala Harris Is Still Embarrassing Herself

/ Jack Marshall / 9 Comments

1. I worry about sounding like Andy Rooney or George Costanza’s father, but I have a lot of problems with these people!

  • One of our medical insurance carriers who is paid automatically from our account sold its customers to another company. It didn’t tell us, didn’t write us, didn’t alert us at all. The new company wrote a letter, which got tossed because we assumed it was junk mail.  Of course, the new company wasn’t getting the automatic payment, so after three months, it cancelled the coverage. I learned about this when a drug that typically cost three bucks for 90 pills  was suddenly 12 times that when I went to the pharmacy to pick it up.
  • A certain bar association that will not be mentioned alerted me to a dues issue and some missing information. The letter said, “Do not hesitate to call [this number].” When I called that number, I got a message that said that the office was temporarily closed “due to Covid 19” —I guess they meant the Wuhan virus—and there was no opportunity to leave a message.
  • Having switched to Comcast from AT&T, I have discovered that when you call Comcast information at 411 and ask for “Comcast customer service,” the computer says that there is no record of that number.

2. Admittedly, pointing out that Kamala Harris is shockingly dim is like shooting fish in a barrel, but her comments about the Jacob Blake shooting are so frighteningly unethical—incompetent, irresponsible.

First, she said  in a CNN interview that based on the video of Jacob Blake’s shooting, the white police officer who shot him should be charged, insisting that it was “very clear” that the charges should be “considered in a very serious way and that there should be accountability and consequence.” (And why does she talk like that?) First, as we have discussed here regarding episodes like Barack Obama impugning George Zimmerman before the facts were known and the various officials pronouncing Officer Chauvin guilty, as well as Wisconsin’s Governor and Lt. Governor doing the same regarding Blake’s shooters, this kind of mouthing off by elected officials robs defendants of the right to a fair trial. When President Nixon said, in 1970, that Charles Manson was “guilty, directly or indirectly, of eight murders without reason,”  Manson’s attorneys immediately demanded a mistrial, saying Nixon had irredeemably tainted the jury pool.  It was just moral luck that the motion failed.

Then Harris decided to visit Blake’s family with Blake himself participating by phone, and gushed, “I mean, they’re an incredible family.And what they’ve endured, and they just do it with such dignity and grace. And you know, they’re carrying the weight of a lot of voices on their shoulders.”

Blake broke into the home of his ex-girlfriend in May, allegedly raped her, stole her car keys and debit card and fled the scene. Wisconsin issued  an open warrant for Blake’s arrest for third-degree sexual assault and a restraining order which Blake violated, thus prompting the fateful police confrontation, where he resisted arrest and placed one officer in a headlock.

Blake’s father, meanwhile, has posted racist and anti-Semitic rants on social media.

What an incredible family! Continue reading →

Morning Ethics Warm-Up, 4/21/2018, Part 2: Wait, It’s Afternoon Already!

/ Jack Marshall / 42 Comments

Good afternoon!

Here are ethics items that have nothing to do with the Marjory Stoneman Douglas High School anti-Second Amendment  demogogues.

2. Unethical Lawsuit of the Year. Incredibly, the Democratic National Committee yesterday announced that it is suing the Trump campaign, the Russian government, and Wikileaks, accusing them of conspiring to disrupt the 2016 Presidential election.  Suits require facts. There are no facts to support this lawsuit, only speculation, rumors and propaganda. The legal analysts whose opinions I respect haven’t even acknowledged the suit yet, perhaps because they suspect, or know, that it is a cynical publicity ploy and merely laying the foundation for a Democratic Party fundraising blitz. (Using the civil courts for such purposes is unethical, of course.) The betting here (and elsewhere) is that the lawsuit will be dismissed in short order. It is grandstanding, and to my eye, pretty desperate grandstanding.  Such a lawsuit would open the Democrats, their allies and the Clinton campaign to all manner of intrusive and embarrassing discovery. My first reaction to the news was that this almost as stupid as Oscar Wilde’s criminal libel suit over being called “a Sodomite.”

Wikileaks had an amusing response:

“The Democrats are suing WikiLeaks and @JulianAssange for revealing how the DNC rigged the Democratic primaries. Help us counter-sue. We’ve never lost a publishing case and discovery is going to be amazing fun.”

3.  More future news! Ann Althouse flagged for us a future news (psychic news?) classic,  Morning Joe” Scarborough’s op-ed in the Washington Post, “It’s becoming clear that Trump won’t run in 2020”.

Althouse writes,

I’m reading the headline and laughing. It’s on the most-read list at The Washington Post. It’s what people want to read, and isn’t that what fake news is all about, giving the people what they want (and getting them to want what you want them to want)? “Allies are quietly admitting”… “Republicans are sensing”… and Joe Scarborough is picking up the message. It seems to me Trump has faced vicious opposition all along, and he keeps winning in spite of/because of it.

This isn’t really fake news, though. Psychic news or future news is a different unethical beast, and in this case, it’s just an abuse of punditry.  It becomes fake news when the headline “Trump won’t run for re-election, insiders say” starts turning up. What is especially ironic about this trend is that there has never been a President whose stated intentions have been so changeable and unreliable, and yet the very same journalists who complain about this are willing to run breathless stories about what some leaker claims he said was his intent. President trump can’t be counted upon to do this week what he said he would do last week, and the Post thinks it is worth publishing what Morning Joe’s sources say President Trump  plans on doing three years from now. Continue reading →

The Unibomber Had A Point. [UPDATED]

/ Jack Marshall / 37 Comments

FX has a new limited series about the hunt for the Unabomber, Theodore John Kaczynski. I didn’t pay much attention to the story when it was going on; I just thought it was one more Harvard-grad-turns-serial-killer episode, and that was that. I certainly didn’t pay attention to his “manifesto.” The series, however, enlightened me.  As I understand it, Ted believed that technology was destroying society, making us all slaves to it, and taking the joy out of life. I have yet to see how blowing people up addressed this problem, but then he shouldn’t have to be right about everything. The evidence has been mounting since 1995, when he killed his final victim,that  the Unabomber  wasn’t quite as crazy as we thought.

I could bury you in links, but will not.  We are slaves, for example, to passwords. I teach lawyers that their devices containing client confidences should, to be properly protective of them under ethics standards, have passwords of at least 18 random letters, characters and numbers, with the password for every such device being different, and all of them changed every month. Or you can go the John Podesta route, use “password.” and get hacked, and eventually disciplined by your bar association, once they decide to get serious.

[CORRECTION: In the original post, I relayed a link to a site where you can check your password to see if it’s been compromised. I had been forwarded the link by another tech-interested lawyer. But as I was just alerted by a commenter (Than you, Brian!) It’s apotential trap and an unethical site, making you reveal your password to check it. I apologize for posting it. See how dangerous and tricky this stuff is? See? SEE?.I fell for the trap of depending on technology to protect us from technology! Ted warned us about that, too.]

Then there is this feature in The Atlantic. An excerpt: Continue reading →

McAfee And Me: An Ethics Rant

/ Jack Marshall / 29 Comments

I have written here before about my theory that the needless complexity of life, especially involving daily interactions with technology, are driving normal people crazy, and sometimes homicidally crazy. While activists and justly alarmed citizens point to guns and mental health policies to explain murderous rampages by citizens previously regarded as quite and law abiding, insufficient attention is being paid to the ratcheting-up of daily stresses caused by the private and public sectors gratuitously making  daily life unbearably frustrating to navigate, particularly for the less skilled navigators among us.

I don’t expect to snap, but you never know. It is said, I assume apocryphally, that there was a sick drawing New Yorker black humor cartoonist Charles Addams would send to his editor when he was about to have one of his periodic breakdowns, and the magazine would see that he was deposited in his favorite sanitarium in a timely fashion. If you read the message  “AGGGGGGGGGGGGGGGGGGGGGGGGZZZZZKKKKKAAAAARHHHHHYY!”-–and nothing else-–-in a future post, you will know that I have gone full Sweeney Todd (Sweeney in his fury and grief determined that half the human race were so cruel and corrupt that they deserved to die, and that they made the other half so miserable that it was merciful to murder them too) and my immediate neighborhood is in mortal danger. Call the police. I don’t have a gun, but I don’t need one: I’m pretty good with a baseball bat.

If and when that happens, something like my experience yesterday will be the cause.

I have a new netbook, and it included a free 30 day trial subscription to McAfee’s virus protection service. For a week I had been getting obtrusive pop-up ads from McAfee telling me that my protection was about to lapse and my opportunity to purchase a special discounted continuation of the service (Just $39.99, marked down from $89.99!) would soon evaporate. Yesterday was the expiration date, so I decided to accept the offer and sign up online.

I checked the appropriate boxes and filled in all the information, including the credit card data. The attempt to pay was rejected, the screen told me, for my security code, that little three digit number on the back of the card, was incorrect. So I reentered it, after checking it carefully. After much churning and two “preparing your order” screens, I again got the error message. Huh. I tried again. Same thing.

This provoked a mature explosion quite familiar to my wife and dog (the dog hid under the bed), in which I cursed all online purchase, subscription and registration procedures, which inevitably take far longer than they are supposed to, are so complicated that they invite human error, and appear to have been designed by Joseph Mengele as some kind of sadistic experiment. My wife sagely suggested that I try another credit card, since the one I was using had recently been the object of a bank screw-up that ate another several hours of my rapidly dwindling life span. This I did…four times. Every time, the security code was flagged as entered wrongly, which it was not. Finally, I used a third card. Again, no dice, “incorrect data.”

The attempt to pay McAfee $39.99 had now taken about a half an hour. 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?

__________________

Pointer: Fark

Early Ethics Alarms 2014 Award: The Corporate Asshole Of The Year Is….Comcast

/ Jack Marshall / 12 Comments

Yeah, just try getting Comcast to fix your service issues, and you may find out exactly what it cares about, when you get your severance paycheck...just ask Conal O"Roarke.

Yeah, just try getting Comcast to fix your service issues, and you may find out exactly what it cares about when you get your severance paycheck…just ask Conal O”Roarke.

I don’t want to spoil the suspense or anything, but when a company gives a customer horrible service, keeps botching its attempts to address it, and then calls the customer’s employer about the persistence of his complaints, getting him fired as a direct result, attention, as Mrs. Willy Loman memorably said, must be paid.

Here is the whole awful story, as first described in Consumerist.

Conal O’Rourke  subscribed to Comcast in early 2013.  The company charged him, he says, for set-top boxes that hadn’t been activated; some of his bills were not being delivered as well, because they had his name wrong on the account. He met with a Comcast rep in May who said all would be resolved. It wasn’t. The problems got worse. In addition to still being charged for unactivated devices in his house, Comcast charged him twice for an additional  modem he did not have.

He decided to to cancel his service from these bozos in Oct. 2013,  but says a Comcast rep convinced him that the billing issues would be resolved and that he would get free DVR service and The Movie Channel for three months as compensation. I’ve been there, with DirecTV…except that my satellite service actually did what it said it would. Not Comcast, apparently. It sent Conal O’Rourke about a dozen pieces of equipment that he never ordered and didn’t want–DVRs, modem, standard boxes other stuff—and billed him $1,820 for it. Continue reading →

Self-Webshaming At Dunkin’ Donuts

/ Jack Marshall / 53 Comments

(Watch this after you’ve read the post. Kind of like dessert..)

The ethical considerations one should review when pondering whether to engage in webshaming nicely evaporate when the subject has chosen, though unwittingly, to webshame herself. Thus Ethics Alarms has no qualms about presenting for your consideration, revulsion, and rejection if she ever applies for a job from you, one Taylor Chapman, a 27-year-old woman who lives in the vicinity of Fort Lauderdale. She eagerly and proudly posted to her Facebook page the phone-video above, of her abusing an impeccable Dunkin’ Donuts employee, annoying a customer, and making serial statements with signature significance—no decent human being would utter even one of these appalling comments in public unless suffering from a brain trauma or extreme intoxication.

Chapman was angry because she and her friends had not received a receipt along with their large drive-thru order, and angrily (and abusively, based on Chapman’s manner, but we can only guess) demanded to receive their order free of charge, as Dunkin’ Donuts now promises as part of a service pledge. The employee handling the order apparently did not know how to proceed, and told the group that they would have to come by the store and see her manager the next day.

[An aside: That’s not good customer service, DD. If you make a guarantee that is supposed to mean anything, you have an obligation to train employees how to deliver on it. Telling customers who have not received the promised service that they have to come back to the establishment another day to receive what they are owed is unreasonable and a bait-and switch. I would have said to forget it. I would have written a letter. I would not have done what Chapman did, and I don’t know anyone who would.]

What Chapman did was to return the next day and demand her free order, tossing obscenities at the extraordinarily polite and unflappable employee (his name is Abid Adar, and you should send him flowers) on duty while she recorded the encounter as if it were a health department sting. Continue reading →

Predatory Service: A Tale

/ Jack Marshall / 14 Comments

Hardware

Once upon a time in Greater Washington, D.C., there was a family-owned hardware, home remodeling and garden store chain. They were big warehouse stores, and pretty much synonymous with hardware, flowers, lawns, leaky pipes, Sunday shopping excursions, and earnest, if not always rapid, service, for decades. The old chain was pretty much the only game in town too, except for a few small stores scattered around in various town squares.

Then, seemingly over-night, several new, big, warehouse hardware, home remodeling and garden stores appeared across the area. They seemed a little cheaper, but not much; what they had, however, was this fantastic service model. The place was crawling with eager young experts who not only helped you find what you needed, but who also knew how you should build it, cultivate it, paint it, or tear it down. The usual “what the hell am I doing and where is that stuff?” anxiety of a visit to the old hardware chain was replaced by a feeling of confidence and being in the hands of friendly masters of their trade. It was wonderful. Continue reading →

A Frightened Little Girl, and a Frightening Culture Of Incompetence At United Airlines

/ Jack Marshall / 9 Comments

Ernestine works for United now! Heck, maybe she RUNS United now….

Bob Sutton’s blog post is titled “United Airlines Lost My Friend’s 10 Year Old Daughter And Didn’t Care”  and I believe every bit of it. I also believe this was not an isolated occurrence, because my own experience with United indicates that the airline doesn’t care, or at least allows its employees to adopt that attitude.

First, I’ll  summarize Sutton’s horror story (and then on to mine): Continue reading →