Archive for the 'craptastic treatment' Category



Bad start

This morning I took Gracie out for a walk around the block in this absolutely nasty weather.  I am not usually on the morning walk shift, but Aaron is out of town this week so I’m all dog duty, all the time.  It’s really not a big deal, of course.  Anyway, so as Gracie and I were rounding third, I noticed a dog and its owner were jogging towards us and going in the same direction we were headed.  The dog + owner were still about a half a block away so Grace and I walked a few steps and I checked again.  Obviously, we were not going to be able to make it home before they passed us, so I choked up on the retractable leash, had Gracie stand on the terrace part of the grass — smelling every blade — and waited.  I kept my eye on Grace.  Maybe that was my mistake.  Out of the corner of my eye, I could see the woman and her dog running and they were just out of arm’s reach.  I think they startled Gracie, so she growled and lunged and the other dog growled and snapped and we (the owners) pulled the dogs away from each other and the woman + dog continued on with their jog.  The whole thing lasted maybe three seconds, though that seems exaggerated.  As the woman + dog are jogging away, the woman continues to glare back at us and I hear her say to her, apparently very intelligent, dog, “Are you ok?”  Then after another couple of steps into their jog, she stops and examines the mouth-area of her dog, apparently looking for the savage bite Gracie inflicted.  I think I said aloud, “Come on!” 

Here’s the thing: I know I am not the best dog owner in the world.  And I know my dog had a life on the streets that I know nothing about.  And I know she can be unpredictible around other dogs.  Usually she’s a-ok, but every once in awhile — and after six and a half years I still can offer no prediction as to when it will happen — she meets a dog who looks at her wrong or something, and she snaps.  I take her to the dog park all the time and it’s never happened.  But sometimes when we’re out for a walk, she snaps at another passing dog.  Maybe even one that’s across the street.  Sometimes, though, she completely ignores another dog that is barking relentlessly at her.  I have no idea what she’s thinking or intuiting or feeling or whatever it is.  Maybe she gets some signal or maybe she’s just in a bad mood or maybe it’s some weird thing about the leash…The point is that I don’t know.  What I do know, though, is that it can happen.  And for that reason, when the woman + dog came running towards us, I did what I could to mitigate the situation.  The woman, however, did not.  She did not slow her run while she approached an unknown dog from behind.  She did not run further into the lawn to give the dogs space.  She did nothing that, in my opinion, she should have done.  And having done nothing, she then blamed me.  Look lady, you ran up on an unprepared, unknown Gracie.  What did you think would happen?  Ugh.

And don’t get me started on the woman on the bus this morning who had a screaming toddler in a stroller.  The screaming toddler was one thing, but the woman ignoring the tot to text for five minutes was quite another.  And then what happened?  I’ll tell you what happened.  Finally — she must have been through with texting — she turned her attention to her toddler (mind you, she had another kid sitting quietly next to her, looking the picture of good behavior) and decided maybe he would stop crying if she took his sandals off.  Now I know I’m not a parent, but this didn’t seem to me like it would quiet the unhappy boy.  I was right.  Screaming continued.  And then a bizarre thing happened.  A man in the back of the bus, presumably annoyed with the noise, decided that he would start mimicking the kid.  So the kid would cry and then the man would scream out in imitation.  It was really a lovely ride into work.

And then, as soon as I get into work and set down the pasta salad I brought for today’s work baby shower I am bombared with a ten-minute tirade about how my office neighbor’s computer doesn’t work properly and all of the permutations the IT folks are trying to get it up to snuff.

All in all, a great start for a Tuesday. 

Hostility

As I have mentioned previously, I have been battling with Charter over a $300.00 gift card that I was to receive from the cable company upon signing up for a promotion.  I signed up for the promotion in February.  The gift card has still not arrived.  I spoke to over a dozen Charter employees about the issue and got nowhere.  Well, next to nowhere.  I received a $75.00 gift card.  After being told story after story about how they were “working” on the problem, I hit the wall on Monday.  I couldn’t talk about the problem anymore.  Instead, I decided to mail them the following letter.

 

To Whom It May Concern:

I have been a Charter Communications (“Charter”) customer continuously since 2005.  I am also a licensed attorney in the State of Wisconsin employed as an Assistant Attorney General at the Wisconsin Department of Justice.  My bar number is xxxxxxx. 

In February 2010, I noticed that Charter was offering a special that required the customer to commit to Charter for two years of service.  If the customer enrolled in three services – ie, internet, telephone and cable television – Charter would provide the customer with a $300.00 Visa gift card.  On February 19, 2010, I signed up for these three services and was told I would receive the $300.00 gift card in six to eight weeks from the date of installation.  The installation was done on February 20, 2010, making my receipt of the gift card due no later than Monday April 19, 2010.[1]   

On or about April 5, 2010, I telephoned Charter to inquire into the status of my gift card.  A Charter representative informed me that she was unable to assist in any way and that I must call a company called ‘Customer Motivators.’  Customer Motivators, I was told, handles all Charter promotions, a category into which the gift card apparently falls.  I telephoned Customer Motivators, was asked for some personal information and was told that the gift card would be sent to me shortly.  A few days later a letter came in the mail that contained a piece of paper that allowed me to choose one of several gift cards – including a Visa gift card – by checking off a box, returning the form and waiting another six to eight weeks.  The gift card was to be in the amount of $75.00. 

On April 13, 2010, I contacted Charter by “live chat” to ask why I had received this instead of my $300.00 gift card.  After “talking” with several representatives, I was told that no one at Charter could help me and that I must contact Customer Motivators.  I telephoned Customer Motivators on April 13, 2010, but the office was closed.  When I finally reached a person at Customer Motivators I was told that Charter had authorized only a $75.00 gift card for me and that Customer Motivators could do nothing for me without approval from Charter for a greater amount. 

On April 24, 2010, I contacted Charter again and explained the situation.  After being told several times that no one could help me and that I must call Customer Motivators, a representative finally told me that she would draft a “Research Request” to look into my situation.  She told me that within 24-72 hours I would hear from a representative regarding the outcome of the “Research Request.”  I heard nothing.

On April 27, 2010, I contacted Charter again and relayed my entire grievance.  I was told that the “Research Request” was still open and that I would hear from a representative within 24-72 hours.  Again, I heard nothing.

On April 30, 2010, I contacted Charter again and explained that I was owed a $300.00 gift card and had not yet received it.  I was told, again, that someone would contact me regarding the still-open “Research Request.”  I was also told that I would be given a $20.00 credit on my bill.  I did not hear from a representative nor did I receive any credit on my bill.

On or about May 17, 2010, I received an envelope in the mail from Customer Motivators.  Inside was a $75.00 Visa gift card and a request to return any previously sent gift cards. 

On May 19, 2010, I contacted Charter and was told that my gift card had been sent and I should have received it.  I relayed that I had received a $75.00 gift card but that my contract entitled me to a $300.00 gift card.  The representative to whom I spoke drafted a new “Research Request” or other document to be sent to a “team” who works on complaints detailing my frustration and Charter’s poor efforts to remedy the problem.  I was told that I would be contacted within 24 hours about the complaint.  I have not heard from Charter.

Every one of these contacts has taken up considerable time and emotional energy on my behalf. 

My position is that Charter has breached its contract with me and has made no effort to fulfill its obligations.  I believe that Charter has engaged in a deliberate scheme to entice customers into contracts that Charter has no intention to satisfy.

This letter serves as my last effort to resolve my gift card issue before I file a complaint in Dane County Circuit Court.  If I do not receive my $300.00 gift card within two weeks of the date of this letter, or June 7, 2010, I will file a formal complaint.

                                                                                    Sincerely,

                                                                                    Kate  —–

cc:       Federal Trade Commission

            Consumer Response Center

            600 Pennsylvania Avenue, NW

            Washington, D.C. 20580

            Wisconsin Department of Trade and Consumer Protection

            PO Box 8911

            Madison, WI 53708-8911


[1] Fifty-six days, or eight weeks, from February 20, 2010, was Saturday, April 17, 2010. 

I sent the letter to an address in Missouri, as well as to some fax number I was given by a guy in their “law enforcement” division who actually laughed at me.  As you probably noted, I also sent the letter to the FTC and DATCP. 

Today I received a telephone call from Charter telling me that my gift card was on its way.  They also sent me an email with a tracking number.  The package is currently in Florida.  We’ll see if it’s the right amount, but I’m hopeful.  And quietly content.

I really loathe that it takes so much effort and tenacity to get major corporations to fulfill their obligations.  I am certain Charter wouldn’t sit by quietly while I failed to pay my bill month after month.  What really bugs me, though, is that there are thousands of other consumers out there who may not know their rights or understand them.  They may be intimidated by the bureaucracy.  Or they may flat out not have the time or energy to spend what is required to make sure they are not taken advantage of.  I wish I could get everyone their $300.00 gift card.