A brief update

A quick update on the issue I had with Verizon Wireless.

I faxed Verizon the information that they requested (power of attorney and letter from doctor) so that I could cancel Marty's phone without the cancellation fee. A few weeks later my statement showed that they were charging me for breaking the contract. Dad happened to be in town again, so he called again to see what was going on.

Mysteriously, even though I had faxed all of the information twice, that letter from the doctor didn't make it. Hmmm. Dad re-faxed it.

I got a call the next day. They didn't really think Marty's health issues were serious enough. I was even asked, "Well, is it terminal?"

A few more weeks with more hoops and paperwork and I finally found out that they would waive that cancellation fee.

The account now shows that they owe me $20.

That's what I was trying to tell them in the first place!

Upscale hotels

Sonnet's post noted that her letter of complaint had been unanswered. This reminded me that I wrote a letter a year and a half ago to the Mayflower Hotel in Washington D.C. that was never given the dignity of a response either. Not even a terse dismissal. But then, I guess it makes sense that if the establishment in question has provoked an angry letter in the first place, I shouldn't be too terribly surprised that nobody has the time to actually provide any minimal attention to a previous customer.

My experience was during one of the AMA's meetings. My room was paid for at an extremely high price, by my standards. I thought this would entitle me to, say, a functional shower as well as problem resolution, but I was mistaken. By the end of the stay I had spent what seemed like hours on the phone with tech support trying to get the internet connection in the room working, I had missed a shower because the handle fell off in my hand, and there had been several other small but understandable problems like maintenance needs on lights. When I went to check out they had generously credited my account for some but not all of the internet charges to my room, which all would have been reimbursable anyway. The problem was, with the internet/phone "package" credited, all my individual phone calls were charged separately and because they were personal, they were not reimbursable. So, by being generous, they had effectively increased my personal expenses substantially. I tried to explain this to the front desk, but they didn't get it and treated me like I was just scamming them. After several attempts to spell it all out I was at risk for missing my flight, so I left thinking a letter would probably help.

It has been a year and a half and I'm still waiting for a response.

Apart from the Mayflower, I've been annoyed by this class of hotels in general because of their nickel and diming you to death... or more aptly, dollar and five dollaring you to death. You would think paying hundreds of dollars for a night's stay would entitle you to make a local phone call from your room without paying a dollar. Not so. You would think there would be a continental breakfast or something. Not so. You would think you would be allowed to carry your own small bag to your room without being pestered incessently by someone who wants to take it for you and hang around your room pointing out features like the thermostat until you give up and grease their palm. Not so.

This is why I prefer to use Priceline whenever possible for hotels. I've had a pretty good experience and the hotels I have gotten there have been more reasonable. For example, Marriott's Courtyard hotel in Washington DC was only a couple blocks from the Mayflower but included free internet service, free continental breakfast (including a waffle bar, and other warm foods--not a scrimpy tray of bagels and donuts), and free local and toll-free calls. If I can just get free toll free calls (should be an oxymoron if not free, I know, but it's more the rule than the exception!) I can use my calling card to get 4 cent rates anywhere.

I wonder if the Courtyard hotel would have answered a letter...

I Heart Regular Roast Beef

Arby's. Mmmm. I know, it's terrible for me. But, mmmm. Tonight I was hungry, and it was late, and I didn't want to wait the hour it would take to pull something out of the freezer and get it ready.

9:49.

Arby's closes at 10:00.

I pull up to the drive through screen at 9:55. It took a minute (I think they were hoping I'd change my mind and go to Taco Bell), but then I heard, "Welcome to Arby's. Can I take your order?"

It took a few minutes to get my food ready because they were making it fresh for me (well, the beef was already slaughtered and roasted), but I was still driving back home by 10:00.

As I left the window, the employee locked the window and began turning out lights.

My fries were so hot they burned my tongue a bit. And she'd gone ahead and given me a few packages of Arby's sauce. Mmmmm, Arby's.

Taking on the Giant

I've been putting off doing this. But I'm still irritated. I'm mad at Wal-Mart. Here's a letter I recently wrote and sent to the manager of a local store:

On Thursday, June 15, I purchased two 32 oz. bottles of hydrogen peroxide from your store. Upon arriving at home I discovered that one of the bottles was lacking its tamper-proof safety seal. On Saturday June 17, 2006 I returned to your store to return the defective bottle of hydrogen peroxide. I expected the return process to be straight-forward and easy based on Wal*Mart’s published policy.

Instead the attendant at the customer service desk, Keasha, proceeded to accuse me of trying to return water instead of hydrogen peroxide. I recognize that water and hydrogen peroxide have similar physical properties, so although I was taken aback, I was not upset when she initially asked if it was water in the bottle. I assured her it was indeed hydrogen peroxide and again explained my reason for returning it. Before accepting the return Keasha called over her manager, who in turn called someone from the pharmacy. I’m sure that these actions were according to protocol, but I found it quite offensive that when each of these individuals arrived Keasha said, “She wants to return water.” The pharmacy representative confirmed that the bottle contained hydrogen peroxide and authorized my refund of $1.03.

I understand that loss prevention is an important issue for a major retailer like Wal*Mart; however, I think the way I was treated was offensive and unacceptable. I shop at Wal*Mart because of the reasonable prices and the convenience of your store to my home, but after my recent experience I don’t anticipate returning to your store. Additionally, I will be sharing this experience with my friends and family.

I appreciate your time in addressing this issue.

So far my letter has gone unacknowledged. And that bugs me too. I wasn't expecting free stuff, but I'd appreciate a letter of acknowledgement. Apparently Wal-Mart doesn't care about me and my $1.03 or how many other dollars I might or might not spend there because they make plenty without me anyway. Nevertheless, my Wal-Mart boycott has begun (at least of that store, I'm ambivalent about other ones).