September 20th, 2008

UNITED AIRLINES + BEST BUY

I am still mad at myself for not writing down the names of these two individuals and reporting them. Even though I did not complain about them, I hope someone else who encountered their nastiness did so. They should never be allowed to step foot into the customer services industry again.

First one: UNITED AIRLINES (Dulles Airport) at the check in counter. It was for a direct flight to Beijing. There was a long line that day. When I got to the counter I asked the European lady if she could check to see if all my luggage will directly go to my final destination. She told me "no." When I asked if she could help me sync my flights so that I didn't have to recheck my luggage, she told me that she couldn't do it. She told me to step aside so I could call my flight agent to figure out what could be done. And I did. In the mist of me making the call, she switched shifts and a new lady came out. After I was done, I walked up to the counter (i was standing to the side about 2 feet away) to explain that the lady earlier was helping me, told me to step aside to make my call, and the result of my call. The new lady refused to help me. At first she ignored me when I said "excuse me" to her. Then she proceed to glare and scream at me "I DON'T CARE WHO YOU ARE. YOU NEED TO GET BACK IN LINE." Afterward, she completely ignored my existence and continued to service the other people. Ironically the plane I was on that day, 30 mins into its departure, the right engine blew out. The pilot had to dump fuel and re-land. I didn't even get to leave the country until the next day. I heard this incident was reported on CNN. This has got to be my WORST customer experience ever!

Second: BEST BUY (Pentagon Centre) at the check out counter. I was buying a new computer that day. When I got to the counter I asked the cashier a question about the rebates. She probably did not know the answer. She told me if i had any questions, that I should go back to the Tech area. Then she pushed my cart out of line and proceed to ring up all the items of the people standing behind me! I refused to go into that store thereafter.

Hopefully the grand finale to the Sprint Saga

It's about a couple of weeks since I last posted, so if you want to catch up, check the backlogs

If you just want a refresher: I bought the samsung instinct on August 27th and have had issues from day 1. I originally bought it at a sprint kiosk in the mall, tried to exchange it/return it and had to deal with one of the worst managers I've ever come across. She initially refused to return it, but I came in later and was able to do it hassle free (with a different worker). I then ordered the phone from a local brick-and-mortar sprint store, and had to wait a week to even have it activated.

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GGChuppah

Quick Question

Here's the situation. I live in downtown Pittsburgh and therefor have to park my car in a garage. I put my car in the garage last Thursday and couldn't take it out because I didn't have enough money. However, I received some birthday money today (Yay, I'm 21!) so I decided to take my car out and go get some food that I was desperately lacking. The only problem was that I'd lost my ticket. Ok, no big deal, it's happened before. I just have to tell the cashier and she gets the security guards to look at some logs and then I pay what I need to get out. Only this time, there was no cashier or guard, presumably because it's the weekend. I called all the phone numbers listed for this garage location and got no answer, looked on every floor of the garage to see if there was anyone there and even pressed the help buttons on the paystations. Nothing happened. Nobody picked up the phone and I don't even think anything happened when I pressed the help button. So I'm writing a feedback letter right now. I don't really want to complain because it's my fault I lost the ticket in the first place, but a lost ticket means you have to pay the full day's fare so I'd have to pay the $5 weekend rate for tomorrow and maybe $8.75 for Monday. I'm totally ok with paying the full fare for today, because like I said it's my responsibility to keep track of the ticket, but I think it's a little messed up that I'll have to pay the next two days full fare because no one was available over the weekend.

Now for the question. I found a couple of templates for complaint letters because I didn't want it seem like I was whining and they all mention I should state what I'd consider the resolution to my problem and I don't really know what to say. They don't really owe me anything but at the same time this might be around an extra $15 that I'll have to pay even though I tried to resolve it as soon as possible. So I guess my question is, should I even bother to ask for some kind of resolution/compensation or just ask for this to be fixed and wait to see what they offer?

ETA: I decided to just say that I wasn't going to pay any fees that I incurred through no fault of my own. This morning I got an email saying that they'd look into it and then another email a couple of hours later asking to call them. The guy I talked to was kind of combative. He kept insisting that there's always a cashier and a guard there and he can tell by the timestamp on the transactions. I basically said that was fine and dandy but when I went there was no one there and I stayed for at least 20 minutes. He also didn't say anything about the help and lost ticket buttons not working. He told me that when I went to go get a new ticket they'd only charge me up until the time I tried to get it out on Saturday and they waived the fees from Thursday, Sept. 11th through Saturday, Sept. 13. So all in all everything turned out well.