Fixing Things
Posted: Wed 5 July, 2017 Filed under: Bankruptcy, BT, Business, Customer Services, Cynicism, Domestic, Five Year Plan (now Ten), Getting Organised, Rebuilding, Thoughts, Travel Leave a comment »So far, this year has involved a number of customer service clusterfucks, some of which I’ve mentioned on here, and it looks like a number of those issues are now on the way to being sorted, thankfully.
That list includes
- The Cat boots – successfully returned to manufacturer, and a replacement pair are (apparently) on the way
- The Credit Card company – seems to be sorted, with outstanding issues rectified.
- My Accountants – this has been something that’s been ongoing for a year or more, where they’re just ridiculously slack and uncommunicative. If it weren’t for the fact that they’ve been free (for the last 18 months!) then I’d have moved on well before now.
The free stuff is a story of its own, but basically when I complained to director level at the end of 2015, they told me I wouldn’t be charged until they’d fixed the issues. Eighteen months later, the issues are still there, although having had some productive conversations with the Operations Director, I think they’re turning the corner at last! - BT – Hopefully, that’ll be sorted today. The engineer is due between 8am and 1pm, and fingers crossed things will be sorted.
There’s a couple of other things coming up that so far seem positive, but I’m waiting for them to come through properly before I write about them.
All told though, yeah, it’s all feeling a bit more fixed and positive.
Connectivity
Posted: Mon 3 July, 2017 Filed under: BT, Business, Customer Services, Domestic, Technology, Thoughts, Utilities, Weather Leave a comment »Yet again, my home broadband connection has gone to pot over the weekend.
It’s an ongoing problem – basically, there’s a leak in the outdoors part of my connection, so when it rains heavily, water gets in, and corrodes the connections in the master socket. I start to know it’s going to be bad when any phone call I make (not that I make many on the landline, but still) starts to get crackly. After a while, it then gets bad enough that the next ingress of water breaks things properly, and leaves my modem/router dropping the connection and reconnecting on an all-too-frequent basis.
In the five-and-a-bit years I’ve been in this house, I’ve had four master sockets. Now soon to be a fifth.
BT refuse to believe that this is the problem – this has been going on for ages, and they’ve done line checks etc., but won’t replace the outside part of the connection, for some reason.
So we go through the farce of doing fault-tracking, “We can’t find anything” and then booking an engineer to come out. Every time, I get told “If it’s a problem past the master socket (i.e. with my own wiring) then it’ll cost £129.99 on your next bill”. It won’t be with my wiring, because I’ve got precisely one socket, and one connector/splitter (also supplied by BT) on it.
Everything else will be fine, it’ll just be corroded connections in the master socket. Again.
This time, I’m going to aim to get the engineer to reinstall the master socket, but do so higher up the wall (so water doesn’t get in, as it can’t climb cables) or on a longer cable inside the house, so I can put it on a shelf or whatever, and again, let gravity deal with the problem.
The engineer’s coming out on Wednesday morning, so we’ll see what happens from there. It’d be nice (and really quite novel!) to have it sorted properly this time. But only time will tell whether that’ll happen or not.
Capital Issues
Posted: Fri 30 June, 2017 Filed under: Bankruptcy, Customer Services, Domestic, Finances, Getting Organised, Rebuilding, Thoughts 1 Comment »A couple of months ago, I got a letter from one of my credit cards (well, from the company behind one of my credit cards, to be pedantic/accurate) telling me they wanted to upgrade my credit limit, and if I wanted to accept, drop them a line.
I was OK with that, so I confirmed the upgrade, and it got applied to my account two and a half months ago. (That’s relevant in a minute)
This weekend, I got a text message confirming that my upgrade was being processed. Then on Monday I got a letter, also confirming the same thing.
Now, one of the main things you’re always told by card companies is to get in touch with them if you start getting unexpected letters from them, and particularly when it’s either replacement cards, or stuff about credit limits. Additionally, with my own credit history I’m more aware of these things.
I gave the card company a call yesterday, and it did not go well.
First of all, the person I spoke to seemed to think she was working in a different department, and her first question was “What are you going to offer us?” (I’m assuming she’s usually in debt recovery or something, or dealing with people who are going to say they’re in the shit)
I explained that I had concerns about my credit limit, because…
“Your credit limit is £[x]. Anything else?”
“Yes, I’ve got concerns about the security of my account. As you’ve shown no interest in even listening, let along caring, I’d now like to speak to your manager, please.”
*Huge sigh* “I’ll just look at your account activity”
“No, I’m not happy with you doing that. I’d like to speak to your manager, please. And the sigh is not helping things.”
*Pause, and then another huge sigh* “I’ll see what I can do, but I need to check your ID and activity”
“No, I’m not happy with you doing that. I’d like to speak to your manager, now, please”
“I’ll see whether I can find someone”
I did eventually get to speak to a manager, who sorted out that there *had* been a problem in the card company’s processes, but there was no evidence that the account was compromised. I also left a complaint about the first person, because their attitude sucked so hugely.
I don’t expect anything else to come of it, but it’s all reported and dealt with, and I’m happy with how things stand, so at least it’s had a fairly positive outcome.
Footwear Fails
Posted: Wed 28 June, 2017 Filed under: Customer Services, Domestic, Finances, Getting Organised, Thoughts Leave a comment »For the last twenty-odd years now, I’ve been a pretty loyal wearer of Cat Boots. I’ve always found them to be comfortable – although the quality has gone down significantly over the years, but the price has always remained the same, so I understand why/how that’s happened – and to have a decent build quality that generally lasts me well in comparison to other boots.
However, back in March I bought two pairs from the online shop for Cat boots. All went well – and thankfully I paid by credit card – and I started wearing one of the pairs. All well and good.
However, last week, I started getting blisters on one foot while wearing the boots. That’s less than three month’s wear, and that’s totally not acceptable. I know I can be tough on boots – I walk a lot, as has been mentioned before – but they haven’t even been worn every day of that time. So I’m working on the fact that they’re not fit for sale.
I’ve been back in touch with Cat Boots, and returning the boots to Cat this week. We’ll see what they have to say about them.
Mind you, if Cat don’t come back to me satisfactorily, I’ve also still got Section 75 to fall back on – and I’ve already checked with the card company, and got all the documentation and photos I need – so I can go that route instead. Either way, it’ll work out fine from my perspective. Probably less so from Cat’s perspective, but well, we’ll see.
On Being A Cretin
Posted: Wed 7 June, 2017 Filed under: 1BEM, Customer Services, Do More, Domestic, Finances, Five Year Plan (now Ten), Getting Organised, Health, Milton Keynes, People, Stupidity, Weigh Less Leave a comment »With life taking several turns over the last year, I’d given up a bit on going to the gym. OK, I’d given up on it a lot. So I’d put my membership on hiatus, paying a small maintenance fee rather than the full monthly amount. (Because while I’m definitely an idiot, as will be shown shortly, I’m not a complete idiot) It meant I wouldn’t have to pay a re-joining fee etc., and could reactivate things really easily once I was back to being in the mood for it.
Last month, I decided I wanted to get back to going. Again, a number of reasons, but mainly just realising I wanted to do more, as well as some preparation for my idiot event in September – of which more later.
So I went to the PureGym website, logged in, and reactivated my membership. Oddly, I had to pay a joining fee again, but I thought I’d just not read the terms and conditions properly, and it’s not a huge amount, so there we go. The proper payment comes out of my bank about a week later, and all good. Job done, I’m going back to the gym from June 1st.
Come June 1st, I look at my bank account, and there’s that maintenance charge again. Weird. Maybe it’s connected to that billing cock-up where I paid a joining fee.
So I call PureGym, to try and find what’s going on. They tell me that the Direct Debit reference I’ve given them isn’t connecting to any of their records, so they’ll need more information from the bank, to know where that DD started, where it’s going etc. Annoying, but indicative that a significant cock-up has occurred.
I ring the bank, and speak to someone there. Let’s cancel that under the DD guarantee, here’s the details, it’s a Direct Debit for The Gym… And a light goes on in my head. I’m a cretin.
For whatever reason, I’ve got “PureGym” in my head as the one I’m going to. (And it’s one I was a member of, in two different locations) Only that’s not the one I’m using. I’m using “The Gym”, and that’s where the maintenance payment’s come from. So I’ve re-joined a gym I don’t want, and not restarted the membership of the gym I do want. For fuck’s sake.
The lady at the bank (having laughed) reinstated the DD for the Gym, and re-paid the money to them that’d gone out that day. Then I went back to PureGym, explained that I’m a complete idiot, what had happened, and asked if it was possible to get my money and joining fee back from them. No problem if not, we’d class it as an idiot tax, but if possible it’d be great.
And they did. It’s not a standard thing, but I’d not used the gym, it was still on the first full day of “membership”, and – I suspect most importantly – I’d admitted it was entirely my fault, and that I’m a moron. (It also made them laugh, which is fine)
All told, I got lucky in many ways. I’m lucky that (in general) my bank are pretty good on this stuff. I’m lucky that both gyms in question are month-to-month ones rather than contracts. I’m lucky that the people in both cases were nice, and obviously far more used to people shouting and swearing, and making out it’s all Their fault.
I’ve not lost anything (except some self-respect) and it’s all worked out. But man alive, do I feel like an absolute cretin.
On Dealing With FitBit
Posted: Fri 2 June, 2017 Filed under: 1BEM, Customer Services, Domestic, Health, Stupidity, Thoughts Leave a comment »This week, I was unlucky enough to have to try and deal with FitBit‘s idiotic e-commerce system. I’ve had a Fitbit for several years now (well, two or three devices over that time, but all Fitbit devices) and the strap on the current one is getting a bit ropy, so I wanted to order a new one.
The ordering part is… OK, I suppose. Then we get to entering addresses. It tells me that it can’t validate my preferred delivery address at all, and won’t progress the order any further. Not “Would you like to add this address to the system?” or “Please confirm the details, and we’ll accept your word for it that you know where the hell you work“. Just point-blank ‘Computer says No‘ dead-end. So far, so unhelpful.
In fairness, that should’ve been the warning sign. But I carried on. Rather than delivering to my office, I’ll set it to deliver to home. That’s OK, except for the standard “Royal Mail PAF says this address should be in [nearest city], so do you want to use that, or the info you’ve entered”. I’m used to that – it’s ridiculous, but it’s PAF, so I’m used to it, and it’s not going to change.
Enter in the card details, all well and good. Do the ‘Verified By Visa’ bag-o’-shite verification, and complete the transaction. Get the email saying “It’s on its way”. Happy day, job done.
Or so I thought…
Half an hour later, I get another email. “There’s a problem with this transaction”, saying that either…
- The billing address provided doesn’t match the address on file with your financial institution (No, it matches fine)
- Your financial institution denied the charge for unspecified reasons (OK, maybe)
- Your financial institution denied the charge due to insufficient funds (Nope, definitely not)
- Your financial institution doesn’t recognise Fitbit.com as a vendor (that sounds like cock to me)
I call the card company. Nope, all fine, not even a declined transaction. And “doesn’t recognise the vendor” is a bag of cock. To quote them, “If it were for ISIS-Iraq.com, we might be blocking it, but not standard stuff”
I call FitBit, who are *massively* incompetent, unable to understand basic English, and can only “resubmit the transaction”. Can’t change the card details, just ‘resubmit it’.
“OK sir, that’s gone through fine, so you’ll get a confirmation in a minute”
“Has it actually gone through the card company this time?”
“Yes, it’s gone through fine”
“What’s the transaction authorisation code?”
“We don’t know yet, it hasn’t gone to the bank”
“……”
So…. Fitbit, these <sarcasm>masters of eCommerce</sarcasm>, don’t do the card transactions immediately. They cache them, for some fuckforsaken reason. And no-one knows ’til then what’ll happen.
When I checked the resubmitted one, the phone cretin had also decided to change the address for billing and delivery to the PAF-recommended one (without even asking) so I ended up talking to them again, they edited the order, and ‘confirmed the transaction’ again (i.e. re-submitted it, and played wait’n’see with the cards)
That failed too, unsurprisingly. Same email, you need to speak to us, same list of possible reasons. Card company re-confirms that absolutely nothing has touched the account – they’ve had a 1p pre-authorisation amount go through, which verifies the card details, but after that, nothing else has been received by them at all.
In the end, I’ve called Fitbit (again!) and just cancelled the order. There’s better and quicker ways to do this. Hell, I can get a pikey knock-off strap through Amazon for a tenth of the price, and it’d be delivered tomorrow.
The really telling thing though, for me, was that when I cancelled the order, there’s not even a process for it. No questions about why I want to cancel, no attempt to keep the order, nothing. Just “OK, that’s cancelled. You’ll get an email telling you so”. That tells you everything you need to know about whether a company gives a shit or not.