Archive for the 'customer service' Category



Why I love paying taxes, reason #64365181682

You know those people who seem to live in bubbles and make a point to tell you that they are so unbelievably busy that they don’t have time for things like, say, ‘news?’ And then they ask you a question that you don’t know the answer to, and the answer to which doesn’t have any effect on you in any manner, but they whine with such gravity that you feel compelled to spend your time finding the answer? Well, maybe you don’t, but I do. And one such person just irked me. For the billionth time.

Which leads me to an ode to Eau Claire. I never really thought I’d write such a sentence, but here I am doing so, and doing so happily. There have been rumors aplenty in the office about the contents of Joint Finance Committee’s dreaded Wisconsin’s 2011-13 budget. You may have even heard some yourself, Dear Reader. I decided to try to tackle one such rumor myself by, shockingly, finding the text of the budget. Radical, I know. Although I do have an unabashed love for Wikipedia (despite learning recently — from Wikipedia — that one of its founders purportedly has an unabashed love for all things Ayn Rand-y), sometimes it’s best to, you know, do some actual research. Original texts can be a good place to start. So, what do I do? Well, I hit up a variety of sites, including the legislature’s own. Hmm. Can’t find anything. My research turns up what Walker proposed what feels like a century ago, but was really March, what the assembly proposed and what the senate proposed and what was taken up in JFC. But nowhere can I find what JFC sent to the assembly on Monday when the committee took its sad, final vote on the destructive nonsense. Boo.

Well, where the hell is it? After checking the usual suspects — the LFB, the Wheeler Report, Wispolitics’ budget blog (which is genius, by the way) — I turn back to the old and reliable stand-by, the google search. After paging through a few pages devoted to Monday’s supreme court argument (oh, google, you were there with me when I listened to the whole thing online! you should know I don’t need any more info on that), I came across a page from the UW-Eau Claire’s library that appeared to house state government documents. Voila! Click and click! Hmm. It wasn’t there. But what was set off in the lower right-hand corner? It looked to be…wait, is that right? No, it couldn’t be…Well, maybe…It was an area to type in a question and to instant-message with a public school librarian! (Is instant-message a verb?) I cautiously type in my query, “Where can I find the text of the budget bill that has been sent to the assembly?” I wait. I take a bite of salad. A co-worker pops his head in to ask about a brief. Beep! I am now chatting with the government documents librarian at Eau Claire. Genius! We have a brief chat about my request, she starts to look around for it, I tell her where I have looked, she tells me she can’t find it either, she takes me email address and says she’ll email me if she locates it. Hoo-ray! I know I may never hear from her again, but the beauty of being able to chat on the computer with a public-employee librarian really made my day. Possibly my week. We’ll see.

My first (real) trip to Vegas – Part One

I was in Las Vegas once before. The year was 1995 and I was 20 years old. My friends Angie and GW and I drove out to the desert following our sophomore year finals for a Dead show. It didn’t seem a very Vegas-y thing to do, but hell, why not? I don’t remember being particularly nervous about the situation, but then again, I was 20. We stayed at some awful, awful motel. We made the mistake of shutting off the air conditioning when we went out to explore for the night. When we returned, we realized why the air had been on full blast — in the absence of a freezing condition, dozens of bugs had come out to cover the walls. We quickly turned the air back on and slept with our heads under the sheets in total fear of living things dropping on us throughout the night. I don’t remember how many nights we were there, but it must have been at least two because one night we could afford to stay in a run-down casino instead of the motel. It must have been a Sunday night when rates are cheaper. All I really remember about the casino was people staring and sneering at us, knowing we were there for the Dead show and not for Vegas itself. The most memorable part of the trip, though, was not the show, but getting caught playing the penny slots with GW’s fake ID. Go big or go home was not our motto. While go big is still not my motto, last weekend’s trip was a tad different.

My friends and I headed out to Vegas to celebrate Mollie and her waning bachelorette status. Stephanie and I were to arrive first, at 10:30 pm on Thursday night. Instead, we arrived last, at 7:30 am Friday morning. What a drag. Our Frontier flight was delayed out of Madison almost three hours due to mechanical problems on the flight coming from Denver. “Mechanical problems” is not something I ever want to hear in an airport. By the time we landed in Denver it was 11 pm and there were no more flights to Vegas until the morning. Frontier had reserved us a room at the Ambassador hotel, put us on the 6:40 am Friday flight to Vegas and given us a $200 voucher should we choose to fly Frontier again. Annoying, I thought, but fine; these things happen. We arrive in the hotel shuttle area of the airport around 11:30. I call the hotel and ask if the shuttle comes regularly or if we have to ask for it to be sent. I am told, “Oh no, you definitely have to call for it if you want it to come.” I am a bit surprised, as there are dozens of shuttles making the rounds right in front of me, and there are certainly dozens of us that just arrived on Frontier waiting for the Ambassador’s shuttle, but I politely respond that I am at the airport and would very much like a ride to the hotel. We wait. And we wait. And we wait. Stephanie asks a cab driver how much it would be for a ride to the hotel. Disturbingly, he does not know where our hotel is, but estimates it would cost us $35. Zoinks. So we wait. Shortly after midnight, a young man who was in line behind me in Madison says to the crowd (which has waned down to the sad lot of us that are waiting for the Ambassador — we had looked longingly at the people who had gotten on the shuttles for the Marriott, the Comfort Inn, the Holiday Inn, even — gasp! — the Hyatt), “Are you guys waiting for the Ambassador? I just got off the phone with the hotel and she told me it would be a half an hour until the shuttle gets here.” ARGH!!! Is this a joke? Unfortunately not. A cab driver who had helped us earlier when we did not know where to wait overhears this and says, “I can take 6 of you there for $8 a piece.” Well, Stephanie and I are sold! Done and done! It’s after midnight, we don’t actually know when this shuttle is coming, we certainly don’t know whether we’ll all be able to get on it, and our flight leaves in 6 hours. Apparently, though, not everyone in the crowd sees it that way. One annoying, mathematically gifted woman says, without making eye contact with the cab driver, “Six times eight is a lot of money.” With gas at $4 a gallon, the driver’s megacar and the hotel 12 miles away, I want to tell her it’s really not so much money, but all I think is, “Who cares? It’s not $48 for you and I’m exhausted!” Instead, I say nothing but watch with increasing regret as the bartering cab driver walks away. We wait. Finally, Stephanie — ever the savvy traveler and savvy all-things woman — says, “I’m going to ask him if he’ll take us for $20.” I quickly say, “Make it $25!” She does, he does and we’re all smiles! As I walk toward the cab, a desperate man nearly grabs me and says, “Are you going to the Red Lion???” I sadly inform him, “No. The Ambassador.” I felt bad — he clearly would have paid $8 to get him safely to his bed. We drove off as the wannabe Ambassador crowd watched on.

Twenty minutes later we were at the hotel (it is not close to the airport at all). We started to check in when the hotel’s phone rang. The woman said, “Yes, he’ll be there any minute” and hung up. We already knew we’d made the right choice, but that was the icing. Twenty minutes later and the group was still waiting for the shuttle. When we arrived at the airport at 6 the next morning, I half expected them to still be waiting. I suppose by that time, though, they were in line for security.

A breath of fresh air

There have been times over the years when I have used this forum to rant about poor customer service. You may recall Hyattgate or Chartergate. Recently, I have been annoyed because I have had to call Capital One three times in the last month to ask them to send a credit card with Aaron’s name spelled correctly. Twice, the card came with his name spelled Arron. I called again yesterday — when I came home to another mispelling — so we’ll see if the fourth card will be the charmer with a properly spelled name. But yesterday also came with a pleasant surprise. A major company that does what it says it is going to do. And does it promptly.

Aaron and I are going to St. Maaaaaaarten for our honeymoon in March.  Awesome, right?  I think so.  Anyway, it seems nearly impossible to get to St. Maarten/Martin from Madison in one day, so we fly out in the evening from here, have a layover in Newark and are off to the island the next morning. We have a similar deal on the way back, but the layover is in Chicago. Given this itinerary, we need cheap hotels at which to rest our vacation-bound and vacation-mourning heads. Last night, I booked said hotels. In Chicago, it’s some self-styled boutique hotel with free airport transport for $35. In Newark, I booked through Continental – my airline of choice and the airline that is flying us, on frequent flyer tickets, to the Caribbean. I booked a room at a Wyndham for $90; it was a little pricier than some of the other options, but it looked nicer, and gave us significantly more miles for the stay. I noted, though, that Continental was advertising the price as a “Best Rate.” I looked into this and found that Continental pledged that if I were to find the price for the same room at the same hotel for a lower price, Continental would refund me the difference plus 10% of that difference.  Well, I checked on Wyndham’s website and the room was listed for $80.  I quickly returned to Continental’s website and filled out the “Best Rate” claim form, hit send and did not hold my breath.

I figured there would be some catch.  You know, something like, well, the hotel’s own website doesn’t count or the room you booked has a love seat in it whereas the hotel’s advertised room has a chaise. Or $80 isn’t really that much less so you’re out of luck. Something. At the very least, I figured I would not hear anything for 4-6 weeks. Boy, was I wrong.

At 11:30 last night, I received an email from Continental thanking me for bringing the lower price to their attention and stating that I would be refunded the difference plus the 10% — a whole $13! Super hooray!

Go Continental! Thanks for making me so happy by standing by your promise.