The Good, The Bad, and The Stupid!

Hey, Wal-Mart...."F" You Too!!!!!!!!!

2005-05-30T21:59:00.000-07:00

We misplaced a receipt for a small soft-sided cooler. It cost $12.63.At some point before being stocked on the shelf, heat warped the inside of the container. So, we took it back up there for an EVEN EXCHANGE.

We were told that without a receipt, they'd need to input my DRIVERS LICENSE # into the system for the EXCHANGE? WHAAAATTTTTT!!!!!!

Yeah, right....didn't Blockbuster have this same problem with losing folks' personal information to identity thieves?

I asked why this was necessary with a product that is (no doubt about it) THEIR brand and a simple even exchange and they told me for purposes of fraudulent returns. I wasn't returning it; I was making an even exchange.

I worked in LP for 10 years……we NEVER had any problems with EXCHANGES. EXCHANGES do not hurt you, especially when the item is defective!!!!

When I told them there was no way in @#$& they were getting my DL # they told me I could give them my Social Security number. Riiiigggghhhhtttttttt. I think not. Those idiots just don't get it.

If Sam Walton was half a man, he's spinning in his grave.

Wal-Mart is the Devil. They're bad for America and it will be a proud day when America finally wises up to them!

Period.

On a side note, I hate it when OTHER customers get involved in MY business at the "customer service" (cough, cough) desk! Some big, fat, fruit pie eatin' hog behind me yelled at me, "Sir, we don't have time for this!" I responded by saying, "Well, obviously you had plenty of time to find someone to knock you up! I can tell by yer face that didn't take place overnight! WAIT YOUR TURN!!!!" I must have said something right...the rest of the line laughed! Maybe that'll teach her to stay out of the crossfire!

Come on….the other line was empty and she just wanted to complain. Maybe it was the fact she’d have to actually move 3 feet to be first in line when she could gripe from the back?? It’s called “first come, first serve”. I get my time and WHEN my problem is fixed, she can stomp her big butt up to the counter.

It was during this display that the customer service lady told me, "don't be ugly". LOL!! I responded, "I came in ugly and at last check, I'll be leaving ugly! Your telling my looks to change aint gonna cut it lady!"

(PS, we checked the shelves for a non-defective cooler. Out of 6 on the shelf, 1 was in good condition. We also found our receipt when we got home!!!! I’m thinking of taking a “whiz” in the thing before returning it! That way they can't put it right back on the shelf!!!!)

Cingular & AT&T combined incompetence since 2004…….

2004-12-02T13:04:00.000-08:00

A little background:

From the fall of 1999 until February of 2004, I had cellular phone service provided through AT&T wireless. I finally left AT&T in February for what I thought would be “greener” pastures with Cingular Wireless. Wow, I couldn’t have planned that disaster any better myself.

Wouldn’t you know it……I left AT&T due to terrible customer service, general incompetence AND the fact their coverage area, well in a word, SUCKS! Not 2 weeks after I leave AT&T it’s reported in the national media that both AT&T and Cingular would be merging within the year. Wow, just wow.

The coverage area offered by Cingular has trumped that of what I received through AT&T. I’m actually finding myself being able to complete a call when need be through Cingular. This in itself SHOULD be humorous due to the fact it’s LAW that ALL cellular providers SHARE resources.

Here’s the catch: I gained coverage area and lost whatever advantage (however small) I had in the ease of being billed promptly and correctly. This has come to light twice in the almost 10 months I’ve employed Cingular as my cellular service provider.

The “Milton Waddam’s final straw”-

Here’s their latest mistake that has sent me into a customer service rampage:

Yesterday evening, as usual, I stopped by my post office box to get my day’s mail. To my SHOCK, I had received a LATE NOTICE from Cingular Wireless.

First of all, I am NEVER LATE ON ANY PAYMENT. In fact, not only am I on-time, but I NEARLY ALWAYS over pay. Why you ask, the answer is simple: In case of a rainy day I have a little credit saved for the next month’s bill. In addition, it’s to Cingular’s advantage that I do this. The balance of the over payment sits in their bank and gains interest until used on my next months bill. In fact, I’m paying them to KEEP my money for me. Sounds like a decent arrangement, right? Well, so I thought.

This late notice alleged I never sent in a payment for the month of October due by the middle of November. This was incorrect, I had mailed a check and it HAD POSTED to my account.

The time was 6:40pm and I decided to visit the closest Cingular location which was only a mile away and in fact the same location I did my original business with. I knew they closed at 7:00pm and would theoretically still be open. Wrong again.

I arrived at the location at 6:45pm to find half the lights off and the door locked. Inside, I could clearly see 3 employees playing a friendly game of grab-ass around the counter. Alongside my fiancé, she knocked on the door and one of the village idiots came to the door with a “Gosh, do I have to talk to the customer” look on his face.

I asked him when they closed for the day and he replied 7:00pm. I reminded him it was only a quarter till seven and he replied, “NO SIR! It’s seven by our time and WE’RE CLOSED!!” I then asked for his name. He informed me his name was "T" (we'll call him) and I informed him I would do everything in my power as a customer to insure he was jobless for the holidays. He responded, “Whatever!” and slammed the door.

The longer root of the problem:

I then called the 1-800 number located on the late notice. After 6+ minutes of hold time, I spoke with an associate who informed me that they received my payment in the amount of TWENTY DOLLARS. The problem? The check was made out for TWO HUNDRED DOLLARS!!!!!

She then had me hold as she viewed the check through some in-house system in which they keep a copy of the customers check. When she returned to the line, she concurred that my check had indeed been made out for $200. This was indeed a $50 overpayment.

It seems some FAT FINGERED MORON in their data entry department missed either a zero or a decimal point. Either way, THEIR MISTAKE was causing ME THE CUSTOMER, much grief.

Through further conversations with the customer service / billing department, I was informed of what I would have to do in order to right the problem.

1) SEND CINGULAR A COPY OF MY BANK STATEMENT THAT WOULD PROVE THE AMOUNT ($20) THE CHECK HAD POSTED FOR.

2) SUBMIT A SECOND PAYMENT IN THE AMOUNT OF $180 TO THEM TO MAKE THE DIFFERENCE.

3) WAIT 3-5 BUSINESS DAYS FOR THE PROBLEM TO BE RESOLVED!!

WHAT THE _______!!!!!!!!! IT’S NOW SOMEHOW MY JOB TO JUMP THROUGH FLAMING HOOPS TO CORRECT THEIR FAT FINGURED MISTAKE?

A new law that screwed you while you weren’t looking:

This information prompted me to immediately check my bank statement. Within it, I identified a new “pet peeve”.

It’s like pulling teeth to get banks to actually send your canceled checks back to you once they’ve been submitted. My bank as stopped doing so. Instead, they photocopy my checks and send me one page with all of my canceled checks (all so etty bitty) on one page. This "feature" is an additional charge.

As I looked for this check in question, I realized, IT’S NOT THERE!!! All the checks around it (dated before and long after) are there…but this one, the only one I need, isn’t there.

When most companies electronically submit a check, the money is promptly debited from the person’s account and the transfer completed. The physical “check” is THEN mailed to your bank and you receive either a copy of it, OR the actual check along with your monthly statement.

Now, thanks to Check Clearing for the 21st Century Act (or Check 21) which went into effect this fall, they don’t have to! It’s all done electronically now and it’s legal! No longer does a business have to actually submit the physical check to your bank, they can simply type in the information (or misinformation) and have it atomically debited from your account! It’s up to the sole discretion of the business in question whether to send the physical check to your bank so that it can appear in either hardcopy or photocopied form on your next statement.

Q: Does Cingular provide you with a copy of your check? Give you, the customer, a receipt of your payment?

A: WHY DO THAT?? This way. CINGULAR IS NEVER WRONG!! If the customer has no receipt (or proof) as to the amount of their intended payment, they're wrong, not the business, right?

Cingular either keeps the hardcopy check you sent them or at the least photocopies it for their own records.

Q: IF it’s a simple photocopy, what happens to the original?

A: One thing is for sure, IT IS NOT SENT TO YOUR BANK SO THAT IT CAN APPEAR IN YOUR NEXT STATEMENT!!!! Yes, from that point forward they have your bank’s routing number, your account number, and your checking history with them. There is no telling what happens to the original check and furthermore, how safely guarded your checking account information is by Cingular! This information is an “identity thief’s” wet dream!

Now, the only proof I have as to the amount the check was written for is the carbon copy contained within my checkbook. As you know, this is little if any proof.

Cingular’s National Department of the Treasury:

So, I gathered the information Cingular requested of me and had my bank fax it to Cingular’s, get a load of this “S”, “Treasury Department”. “TREASURY DEPARTMENT”? A LITTLE ARROGANT AREN’T WE???? I’m sure the real, “big brother” version of the “Treasury Department” would have a little something to say about that!

So, I have this information faxed to the almighty “Treasury Department” in the sky. I try to call them in order to determine wither they actually received the fax on their end. However, Cingular customer service replies to me with the following, “There is no number in which you, the customer, can contact them. They do not speak with the customer.” Yes, this IS the answer I received.

All this and more for less money than it takes to feed a starving child in Africa......

Let me make sure I have the facts straight:

1) Cingular “F’ed” up to begin with but it was I who received the “Late Notice”.

2) Their associates on the local branch level are so beaten down with their jobs they close their stores 15 minutes early, are smart asses, and insist on making a bad situation only worse. Furthermore, they couldn’t care less about the customer who pays their measly little piss ant salary.

3) It is now MY job to PROVE to CINGULAR the check I issued them was electronically submitted for only $20, ALTHOUGH CINGULAR is the first source I RECEIVED that very information from? They are the ones who told ME it was only a $20 payment? I’m lost here…..

4) It’s also my job to jump through flaming hoops to fix THEIR MISTAKE. I am not a Cingular employee. Who pays for my time? I was offered a $20 credit…..in which I found laughable. At the point in which the credit was offered, I had already spent 4 hours on this issue. I’m sorry; $5 an hour doesn’t begin to cut it with me.

5) I have zero way of knowing wither Cingular’s “Treasury Department” even received the evidence in question. They “don’t talk to the customer”.

6) I’m left waiting 3-5 business days to find out what the hell is going on with MY CREDIT and MY ACCOUNT.

Congratulations Cingular! You’ve made my “S List”!

A friendly, live and local post script:

OK!! My original "P.S" was a bit harsh.....I lightenend it up a little. Maybe this will be more productive:

"T" (as we'll call you), although your actions at the local branch reminded me of “Newman” from Seinfeld, I do not wish ill will up on you. However, I will give you some advice on how to gain respect from the customer.....you know, the little people that pay your way through life.....

1) Close ON-TIME. Not 15 minutes early beacuse no one happens to be in the store. YOU could have been a HERO by helping to fix the issue, you made it worse. Deal with that.

2) Don't lie to the customer. You knew darn well it was NOT 7pm yet. Just because you say it doesn't make it true. Try fixing the problem. Try earning your money till your actual closing time...it's 15 minutes dude.

3) Instead of performing to a standard of what "get's you by", so to speak, try going above and beyond! Dude, you could have received RAVE REVIEWS here! You could have been the one bright spot. YOU could have prevented this whole article!

Think about this:

1) Let's say you let me in and help resolve the issue.

2) You get the "fix" of the issue into motion.

3) This article never exsists AND you're a hero. Maybe, just maybe, I would be writing about that!

Think about that....seriously!

Bass Pro Shops Grapevine Location Does It Again....

2004-08-26T06:05:00.000-07:00

They Run Off Another Consistent Paying Customer!!

***Disclaimer***
First, I would like to say:

I have ZERO “personal beef” with Bass Pro. It is a major fishing retailer in the Dallas area. They have a large selection of gear for just about anything you’d like to do outdoors. With that said……***

I thought their customer service had started improving over the past few months. I’ve stopped by and received awesome customer service by two young men, named “Randy” and “David”, on at least two occasions. Unfortunately, as I learned yesterday, that is where the service ended.

I called on Tuesday morning and spoke with another young person in the Freshwater Fishing area concerning their .01 cent combo promotion rods. I was told they still had several Medium Action 6’ rods “on the rack” that were the rod used in this promotion and that the said associate was “looking right at them”. My reason for calling and inquiring ahead was to assure they’d have the rod needed for this particular combo IN STOCK so that I would not drive 45 minutes EACH WAY for no reason. I am on a limited budget (I’ve spent too much already), I know what I want, and my time is valuable. Once again, the associate I spoke with said, “I’m looking right at them” and repeated back to me, “6’ Medium Action XPS”.

Needles to say when I arrived at Bass Pro, I asked, (I’ll call him) “J” (an older gentleman) behind the reel counter where these rods were so that I could pick one out. He replied, “We haven’t had any of those in 2 months”. I responded that I had just spoke with someone concerning this rod he added, “No, that’s not what you were told, cause we ain’t had none for 2 months!”

Two things here…… #1 Remind me again how this guy, who was NOT A PARTY TO THE PHONE CONVERSATION IN QUESTION, knows what the heck I was told. No one calls me a liar. #2 He did not offer any solution to the problem in ANY WAY, SHAPE or FORM.

“J” became belligerent and insisted on “telling me” what I was told in the previous phone conversation. I asked for a manager.

A female manager on duty, we’ll call her “Joyce”, soon arrived back at the reel counter and I explained the situation to her as well. She not only presented NO solution to the problem at hand, but just returns my complaint with an indigent look as to ask, “What’s the problem?”

When I got to the point of the complaint where I explained “J’s” response of not only calling me a liar, BUT, his belligerent nature…..his only response was to say, “I DIDN’T SAY TWO MONTHS…I SAID TWO WEEKS, WE’VE BEEN OUT OF EM FOR TWO WEEKS!!”

Did I miss something here? Maybe he’s older and slower on the uptake these days…..but how long they’ve been out of stock IS NOT the issue at hand. I was told one thing ON THE PHONE, then drove 45 minutes one way to be told yet another version and called a liar. What the heck does two weeks vs. two months have to do with the issue? But, he insisted on arguing his invalid point anyway.

Upon “J’s” interruption of my conversation with “Joyce” I simply pointed at him and said, “You know what….you’ve been belligerent and have been missing the issue all along!”

AT THIS POINT, “Joyce” turned to him and said, “No you’ve not…it’s ok”.

WHAT??!!?? She WASN’T PRESENT for the conversation between “J” and I, but WAS THERE TO HEAR HIS interruption!!

Realizing that at this point both people I was talked too were just too stupid to understand the complaint…..I left.

I’ve been accused before of having a “personal beef” with Bass Pro. This is NOT the case. YES, I am a former employee who left years ago on very good terms for a better job. Some would like to THAT is the reason for my complaints against Bass Pro, those people just don’t get it. I DO, HOWEVER, sincerely believe that managers have in the past discounted my complaints on customer service due to the fact I’m a FORMER employee.

Key word there folks….FORMER. I’m a customer now…..try treating me like I know other customers are treated! Just because I used to work there doesn’t mean you can get me over a barrel!!

The FACT OF THE MATTER IS:

It’s my honest opinion that the good experiences I’ve had recently at Bass Pro were but a “flash in the pan”, so to speak. Furthermore, I DO BELIEVE they discount the opinions of former employees because they can always be “chalk it up” to the moronic excuse of the person being merely “a disgruntled former employee”. To hell with the fact it may just be a legitimate complaint!

To anyone who feels that is a valid argument for Bass Pro’s defense, you’re an idiot!
Bottom line…..if you’re a former employee of Bass Pro OR you just don’t like being told one thing to insure you drive to their location JUST TO receive a sales pitch on another…..YOU’R DOLLARS ARE NOT WELCOME AT BASS PRO

Lake Ray Roberts….is it possible to suck worse?

2004-04-20T11:10:00.000-07:00

When your 1st and only experience is a bad one…..why return?

This past weekend, Sam and I were looking for a place to explore being the wind was too high and thus fishing was a little slow.

We ended up at Ray Roberts State Park on, of course, Lake Ray Roberts.

The park itself was very nice and clean. Upon arriving down at the fish cleaning station, I noticed a man cleaning several undersized crappie! The largest was about 8’’ long!

I asked the man where he caught the fish and he informed me he had caught them in the cove nearest a boat dock. He also noted that another man was “fishing” with a “cast net” and catching several crappie! Very illegal!

I immediately drove back to the main office in order to inform a ranger of these violations. Being in a hurry (not knowing how long the man would be cleaning his catch), I drove through the drive through in order to tell the staff.

I was asked by a member of the office staff what I needed and I told her I urgently needed to speak with a ranger. She told me to “hold on”. THEN, another staff member came to the window and told me I would have to pull around the front, and come in to talk to a ranger! I, again, said it was urgent. I was still told to park and come in.

Well, I did so. When I walked into the office, there was NO ONE AT THE FRONT DESK!!! There were no customers waiting……..NO ONE, PERIOD!!

I could hear the rangers telling stories in the next room. They were just lounging around! The office staff was playing “grab butt” by the drive through window! Thank God no one was dying and that nothing was on fire!

Finally, the second lady I had spoken with came around and said “no one has seen you yet?” I replied, “No.”

Well, about 5 minutes later, a ranger came out and I told him what had happened. BUT, it was too late. While I was waiting on them to get their stuff straight….the offender drove out the front gate.

I was asked if I got his license plate number (the offender's).

I should have responded with, “Why, so you could enjoy another cup of coffee before performing your semi-annual patrol of the park?”

The ranger apologized to me and said they would “work on their office”. Well, too little too late, this experience left a bad taste in my mouth and I’m done with the whole thing!

I drove around the front again (through the drive through) and handed the park map I had received to the lady at the window. When I stated “You can have this, I have no need for it, I" am never coming back.” She just rolled her eyes and said in a sarcastic voice, “Well, I’m sorry”.

As I drove off my reply was, “Whatever, no you’re not!”

This was the first and ONLY time I will ever visit Lake Ray Roberts!

The next time I’m questioned by Texas Parks and Wildlife as to why I’m against the raising of our license fees…..I’ll direct them to this article!

I’m tired of paying for laziness!

Ray Roberts State Park, I award you the “Idiots in Service” award for the month of April! Congratulations!

'The Cove Bait & Tackle'

2004-03-18T08:09:00.000-08:00

This "ma and pa" shop offers the very best in customer service, prices, and professionalism!

The Cove Bait & Tackle

is located on hwy 380 East in Farmersville Texas. I've been giving the Chambers my business for quite a while now and I am continually impressed with their selection and prices each time I visit.

If you're looking for a 'hard-to-get' item, Dale will do his best to help you find it. On hand they carry a large selection of jigs, panfish assassins, road runners, etc. In addition, you can always find what you need in terminal tackle, bass plastics, catfish bait, bait buckets, ice chests, snacks, as well as other odds and ends. There's always bound to be something to catch your eye! From hard to find spinners to good old stand-by's....they've got it!

When it comes to bait selection, they're on top! They always have "rosey red" (some call em pink) minnows, regular shiners, worms (both large and small breed), and even water dogs in season!

'The Cove Bait & Tackle' is also a great place to get your record fish weighed! They have a great certified scale and are always ready to assist you.

Let me be perfectly clear....this family has what it takes to run a business! They're smart, very hard working and love people! Their prices are VERY friendly to the common fisherman.

One thing they are not is the kind of business who takes advantage of fishermen once they're near the lake! Instead, they are really THERE for you!

So, if you're ever in the Lake Lavon area.....or don't mind a little drive to have your bait and service done right.....please visit

The Cove Bait & Tackle

. You won't regret it!

Welcome to the Hall of Fame!

Customer Service Review: "Luck E Strike" and Buehler Sales

2004-02-24T12:04:00.000-08:00

“Luck E Strike & Buehler Sales” Added To “S” list!

On February 11th, I ordered fishing tackle from the “Luck E Strike” tackle company through Buehler Sales. At the time the order was placed, I was told the warehouse was behind on their orders. However, I was still assured I would have the order by the 1st of March. In fact, I was told I’d have the order by the “last week in February”. Being curious about my order (and knowing how companies do not take phone orders seriously), I called in order to check on the order’s progress.

On February 19th, I was informed the warehouse was now indeed 3 weeks behind and that my order was no-where close to being filled.

I reminded them of the date in which I was originally told I would be receiving my merchandise and that this was unacceptable.

I then contacted the warehouse itself for information on when my order would be filled. I was told by “Jerry” (on the 19th) that he would call and inform me of the status of the order on either Friday the 20th, or Monday the 23rd.

Today is Tuesday the 24th and I having not heard from “Jerry”, I called him myself to again check on the status of my order. He informed me that the bulk of my order wouldn’t be available to “go out” until the 26th and then it would take about 2 weeks to reach me. This would put the arrival of the order 2 weeks behind the original date I was given and a full week and a half behind the trip in which I needed it for in the first place!

Why purchase something for a trip that I wouldn’t receive until I had returned home? So, I canceled the order.

The only bright spot in this whole ordeal has been the wonderful lady in phone sales who has been trying very hard to get the order filled. She is awesome. The rest of the company I recommend no one ever do business with unless you’re looking for an alternative to just burning your money in the fireplace!

Simply put, “Luck E Strike” and Buehler Sales, you’ve made my “S” List! If you have to ask why….then you’re even dumber than I give you credit for!

Ps, It’s for not holding to your word while holding the customers billing information in your grubby little hands! If you say a customer will receive an order in a specified time, GET IT THERE! If you say you’re going to call the customer with information, DO IT! It’s not rocket science nor brain surgery, IT IS HOWEVER simple people skills! Learn them!

One of the most Amazing C.S stories out there....Temple Fork Outfitters!

2004-02-17T09:35:00.000-08:00

The best customer service stories in the world are the ones where a sticky situation is turned around from a possible failure into a complete success in which the customer is blown away by the positive reaction of the company. This is nothing short of amazing; you’ve got to hear this!

I'm long winded...but please read until the end!

Not long ago, my father purchased himself, my sweetheart and I each a new Temple Fork Outfitters fly rod at the local Bass Pro Shops in Grapevine, Texas. We had heard a great deal about these rods and how they were extremely under priced for their quality. The series purchased had a retail price of about $90.00 and was said to cast like any $300 price rod by any of the major competitors out there…such as St. Croix, Orvis, etc.

Upon arriving home with the rod, like a kid with a new toy, I immediately began casting it to see what the “hooplah” was all about. Indeed, the rod cast like a dream

Once I returned back inside my home with it, I noticed that a guide foot (metal end of the guide that fits against the rod) appeared to be poking through the threads used to wrap it. I was immediately incensed! How could a company in which I had heard so many good things about make such a blatant error? To someone who takes special care in every detail of the rods they own (such as I) this was completely unacceptable!

To add insult to injury, I checked out Samantha’s rod as well to see if it had the same error. Indeed, it did! I then applied slight pressure to the point to see if the apparent flaw had weakened the strength of the rod itself. IT SNAPPED IN MY HAND! I saw her eyes swell up with tears. While it was the flaw of the rod…..it was in my hands when it broke. She looked at me as if I were a criminal.

Being highly PO’ed, I looked up Temple Fork Outfitters on the internet and within 15 minutes had dispatched an ugly complaint e-mail to their web site. Not knowing wither this letter would reach some “tech” or web site administrator; I also copied down a phone number from the site to call and make double sure they got the message!

It needs to be said here that the time was midnight. Calling the next morning was NOT AN OPION for me being that Samantha was saddened at the present moment. I called the number in order to leave a nasty voice mail (just as nasty as the e-mail) so that whoever was in charge of the operation would receive it early the next morning and the start towards a resolution could begin.

What happened next could only happen in my world and with my luck attached!

After about 4 rings a drowsy female voice answered, “Hello”? Shocked as to why anyone answered at this time of night, let alone someone who sounded half asleep, I responded, “I’m sorry I thought this was Temple Fork Outfitters.” The lady replied, “Yes, it is, my husband is the President of the Company.”
To say I was in complete shock at this point would be a vast understatement. While I was incredibly ticked off, I never intended to wake anyone up, at least not in this circumstance!

The conversation continued: “I am so sorry mamm, I had no idea this was a home number or I would not have called it. I am so very sorry.” At this point, I began kissing up unlike any time ever before in my life! She replied, “It’s ok hon” but this was not good enough for me. I continued to kiss up for a minute or so. Finally she said, “My husband will be in early the next morning and you can reach him then at this number or at the other number (an 800 number) on the website. We then ended the conversation….but not before I issued yet another apology.

Then the obvious hit me: What (for the lack of a better term) balls this man has to put his home number on his website! Contrary to my belief during this pissed off rage, this man must stand behind his product unlike any President of any company I have ever seen or heard of! You’ve got to be kidding me!! Wow, I had this company all wrong! Maybe I should give them more of a chance!

Suddenly the simple flaw of the rod began to matter less and less being I had a new reassurance that no matter what, the problem would be resolved to my liking!

First thing the next morning I checked my e-mail and had a response from the company as well! Guess from whom? Once again, it was from Rick Pope, President of Temple Fork Outfitters! He was stunned by the angst exhibited by my e-mail and invited me personally down to their warehouse, in Dallas, to pick out a replacement rod for both Samantha and myself! I eagerly agreed.

As soon as Samantha got off work, we headed that way and were pleased at the welcome we received. We were invited back to the warehouse area and chose from several rods of the same style as the ones purchased. In no time at all we had our new rods.

But most importantly, we had a renewed faith in customer service….at least for one company. The staff at Temple Fork Outfitters couldn’t have been more helpful and more accommodating. Not only did they put up with me….they made everything right in the most unimaginable way possible.

The warranty their rods carry adds the sweetest proverbial “icing on the cake”. They carry a lifetime NO FAULT warranty! This means if your car gets into a fight with your fly rod, no problem! If your new puppy decides to cut his teeth on your rod, no problem! If you snap it over your bended knee in disbelief of the fish you just lost, no problem! The only cost to you is a $25 shipping charge.

Furthermore, if the problem is due to a flaw in the manufacturing of the rod, there is no charge at all. Just send the flawed rod back to them and they’ll take good care of you!

Bottom line, if you purchase a Temple Fork Outfitters rod, you’ll own one for life!

I’ve always said it isn’t the mistake the company makes to disappoint the customer….it’s how they handle the resolution. In this case, Temple Fork Outfitters has won my business for good!

Hall of Fame material? You bet your butt they are!

Another candidate for the Hall of Fame?

2004-02-11T14:00:00.000-08:00

A Florist With The Biggest Heart!

I would like to send a special shout out to Chimney Hills Florist in College Station, Texas.

As many of you know, I have an awesome friend (he’s a brother to me) in Iraq with the 4th Infantry Division. With his wife’s birthday was coming up and he wanted the chance to send her a very special floral arrangement. This arrangement had very specific instructions as to time of delivery and flowers used.

Understandably, he didn’t want to use any internet based service due to all the many variables involved in making it happen.

He’s always known me as a person who gets things like this done. If there is a florist out there who will comply with the special requests and get things done as needed, he knows I’ll find them.

Without having direct access to a phone, as well as a College Station phone book, he contacted me via Instant Messenger to see if I’d lend a hand. No doubt it was my pleasure!

Upon asking around, I found the name of Chimney Hills Florist there in College Station. Upon speaking with Rose, the manager of the shop, I was completely floored! Having a very special appreciation for our troops both at home and abroad, she was more than willing to help! I was even able to get the contents of the accompanying card transferred to her via e-mail.

I just can not say enough about these fine folks! They truly love and appreciate our troops. Rose and her staff gave the order special attention to make sure all elements of it went off without a hitch. This included time of delivery, type of arrangement, card contents…etc. They were the nicest bunch of people I’ve ever had the pleasure of ordering through.

Aaron received the respect he deserved as both the customer and as a member of our nation’s armed forces. I was treated with the up-most respect even being that I was but a simple go-between for my brother. They made it perfectly clear how much they care for our troops. They couldn’t insist enough that I pass along their prayers and wishes to Aaron and his comrades!

These folks are what it means to be “patriotic”! God Bless them all! If anyone ever needs a florist in the College Station area, please do not hesitate giving Chimney Hills a call! They will take good care of you!

In closing: You take special care of my friends and family, treat their circumstances with respect, and understand their importance not only to our lives but the security of our nation; you deserve the following:

Congratulations Chimney Hills Florist! You’re only the second business in history to “understand” and “get” the customer’s needs well enough on the first try that you’re instantly inducted into the “Customer Service Hall of Fame”!!

Chimney Hills Florist: 979-846-0045 (No web page available)

Attention Customer Service: Lesson # 1 of what NOT TO DO!

2004-02-04T10:14:00.000-08:00

If you’re a manager, sales person, customer service person (in store or on the phone) or any other employee of an establishment who does direct business with others; you MUST stick away from the following:

1) Using a similar quote to: “Never in my (X many) years in this business have I ever (had this certain request) or (heard of X problem). If those words come out of your mouth, only one thing is certain, you’re an idiot. Much to the detriment of your ego, you don’t know everything, haven’t “heard” or “seen” all there is to have been seen or heard, and are not an expert at customer service much less at dealing with people.

Reason: First, you’re lying. Second, even if you’re not lying; just because you’ve never identified this problem before, doesn’t mean it doesn’t exist. All you’re succeeding in doing is telling the customer they’re wrong!

2) DO NOT insult the customer’s intelligence by offering an excuse for the problem that defies all logic or even basic common sense. Just because your comment makes sense to you does not, however, mean it makes sense to anyone with an I.Q. over about 10. Example: “We won’t be getting in any more of (a particular item) because we’ve found it never breaks so it doesn’t need replacing. No one else will carry them either.” (No kidding, I’ve heard this before!)

Reason: Congratulations! You’ve just insulted the customer’s intelligence! You’ve more than likely just provoked an angry response and if the customer is me, you’d better start running now. If you’re lucky and happen to be related to the manager, you may get to keep your job. Worse case scenario, I’ll see you in the parking lot!

3) Using similar quotes to: “There’s no reason to be upset!” “Why don’t you take
some deep cleansing breaths.” “I can’t understand what the problem is.”

Reason: I’ll become further upset. First, my complaint is valid. Second, instead of “cleansing breaths” I’ll obtain stress relief by knee-capping you. Third: Really? You “don’t understand what the problem is”. Humm, you’ll understand by the time I’m done with you!

4) Using similar quotes to: There’s “nothing I can do for you” or “to help you”.

Reason: WRONG AGAIN! You bet your butt there’s something you can do. You WILL do it and NOW or I’ll bother the V.P. of the company with your little response and in return he’ll wonder why he’s having to deal with my interrupting his morning coffee and paper! Make no mistake about it, he doesn’t give a crap about the customer BUT he has hired you to do just that. This comment WILL roll back down hill towards you and you’ll regret ever making it. Just remember: It’s a good day for him when he doesn’t hear from me!

5) Using similar quotes to: “This is the first complaint I’ve ever received on (X employee)”.

Reason: You’ve got to be kidding, right? You’re telling me this person is perfect? I will call B.S on this every time. ESPICALLY WHEN I REPORTED A COMPLAINT ON THE SAME IDIOT LAST WEEK!!! Let’s just say for the sake argument that you never have received a complaint on this person…….you’ve just received your first, SO TAKE ACTION ON IT! Do not question my honesty! Trying to “guilt trip” me into “taking it back” will only make me angrier. What? You sleeping with them or something?!!?

This concludes Lesson # 1. Stay tuned for Lesson # 2 at a later date. Thank you, Management ;)

Adding a good experience to an already amazing trip! UNICOI OUTFITTERS!

2004-01-31T23:08:00.000-08:00

Unicoi Outfitters’ main store is located within the North Georgia mountain town of Helen.

While in the Atlanta area for Craig’s wedding nearly two years ago, myself and my sweetie made an appointment for one of their “Gilligan’s Specials” in order to both work out any bad fly-casting habits I had picked up on and to acquaint Samantha with her first dose of fly fishing.

First off, the customer service was second to none! Second, the price was more than right! I’d pay the going rate merely for their expert instruction! Our guide, David, was an incredible teacher! He not only worked out my bad habits…but had Sam casting like a pro well within the hour of instruction. It was truly amazing!

We caught several very pretty rainbows that day on one of the most beautiful stretches of trophy trout waters I have ever seen. They really treat you like a “regular” even if it’s your first time in their store.

Sure, like any “outfitter”, they have a selection of trips that could cost you just as much as you’d ever dream of spending. BUT, at the same time, they have very affordable packages as well.

What I’m saying is….they know fly fishing isn’t an “elitist” sport. There are no noses in the air. There are no “holier-than-thou” attitudes! Instead, they are just a bunch of very knowledgeable fishermen who are willing to entertain any question relating to the sport and help you get started in any way possible.

They are honest, up front, and stand behind their reputation. Here almost two years later; I can give them a ring, from here in Texas and call upon their knowledge and advice. They are always eager to help. Please see their link located in the “Hall of Fame”.

Even tough I’ve only visited them one time; they’ve earned a permanent place among the best customer services experiences I have ever had. Give them your business….trust me, they’ll earn it ten times over!

Unicoi Outfitters, CONGRATULATIONS! You’ve been inducted into the most scrutinized “Hall of Fame(s)” you’ll ever know!

The "Difficult Customer" Strikes Again!

2004-01-28T21:42:00.000-08:00

I was informed by the branch manager of Enterprise Rent-A-Car's Greenville, Texas location that I was placed on a "Do-Not-Rent" to list! I had never been told this before! I had just rented from them not 6 months ago and everything was fine! I never had any hint of ill-will from them towards me.

It seems that my insistent demands that they live up to even sub-standard customer service makes me a "Difficult Customer". This particular person has been at this location for several years and has recently been promoted to Branch Manager.

Anyone who's ever rented from Enterprise on even a semi-regular basis knows they promote their people to other positions about every 6 months. The fact she's been at the location for a few years now and has just now made Branch Manager, however, can not be her fault! It must be the fault of the customer. It does not reflect the fact she merely sucks.

Bottom Line: I've rented from this location many times over the past 3 years. I've never submitted an invalid form of payment for any service. I have never brought back ANY vehicle with even the slightest of damage.

BUT, I have had to make the same reservation at two different locations (both the Greenville and the McKinney locations). This is because every time at the last minute one of them manages to screw the whole thing up and I'll be out of a vehicle. So I do what I call "Idiot Proofing" in order that one of the locations ends up with a vehicle. On more than one occasion I've been left needing an SUV and have been stuck in an Escort. They think this is service! After all, I got a car! Screw the fact I can't get my expensive equipment in the Escort, that's my problem...I'm the customer! They give me a car, it's not what I paid for, not what I reserved, but it's my problem to make do because they've "done all they can"!!

When I inquired as to the reason I made their little list I was told: I lied about reservations (I guess on a few occasions I ended up at the McKinney location out of fear of Greenville's incompetence!). I lied about being promised "upgrades" (wrong again, I was given the FREE upgrades due to their previous screw-ups). I lied about rental dates....this thought must be accompanied by black helicopters as well. Last, that I was just a "chronic liar".

WOW The mere fact this even came out of their mouths proves they're CUSTOMER SERVICE IDIOTS!

At any rate, I spoke the V.P over the Texas region and for now the dog is back in her cage. I guess I need to start bringing a rolled up newspaper with me every time I visit the location. The V.P. made the comment that she (the Branch Manager) feels like a "mutual" apology is in order. Well, she shouldn't hold her breath! I'll submit payment, take the keys, bring the vehicle back on time and that's all she's getting from me.

If I ever "offended" her she has one of two options:

1) Grow a thicker skin and actually work for the customer.

or

2) Put on her sandwich board that reads "Will work for food" and park her butt on the nearest street corner! Period!

When it comes to the deep dark closet of customer service: "Enterprise Greenville, Texas...... YOUUUUUUU'RE OUT!

The Intro!

2004-01-28T11:56:00.000-08:00

This site will manage to make some businesses very mad. Others, however, will understand its potential both as a measure of their success with the customer and as a guide to changing status quo in respect to "Big Business's" treatment of the common customer. I hope this helps everyone in some way.