blog.shrub

More proof that airlines are run by idiots:

Airlines argue that adding fees this way is preferable to fare hikes because in theory, at least, passengers who don’t want to use the services can avoid them. And airlines can’t just raise fares whenever it suits them because the industry is so competitive that they’d surely lose passengers. “There is hardly any other product or service out there where a customer can instantly compare all the prices and products and services of every competitor,” said American spokesman Tim Smith.

1. People hate small fees.
2. Welcome to the Internet, Tim.

I love that my airline has a sense of humour:

It’s great that JetBlue lets its people speak in a human voice.

Eyeless Writer called Verizon 56 times to ask two different data pricing questions. 93 percent of reps answered at least one question incorrectly.

I recently purchased a TiVo HD. The TiVo was pre-activated, so I didn’t have to activate it on tivo.com.

Before I pass on my old TiVo (a series 2), I want to transfer the programs from it to my new TiVo HD. In order for transfers to work:

• both DVRs must have active service agreements
• “allow transfers” must be enabled on tivo.com
• both DVRs must be associated with the same tivo.com account

For some reason, my new TiVo was associated with the account of the person who ordered it, not my account.

I called TiVo, confirmed a few details, and they sorted everything out.

So, what’s the problem? It requires human intervention. The first time I attempted this process, the TiVo call center was closed. This account transfer should be a self-service option.

When I forget my password for AT&T’s web site, they text me a new one. It’s a pretty smart idea — communicating the secure information out-of-band.

My TiVo should have a unique identifier — other than the service number — that’s only visible from the device itself. Since my TiVo connects to the Internet already, this should be pretty straightforward. Once I enter that information, TiVo can confirm ownership of the box, and transfer it over to my account.

A while back, Wachovia bought World Savings, a bank I use for CDs. I received a few letters in the mail describing the process and telling me what I had to do.

The first thing I had to do was register for an account with Wachovia’s online banking. I do.

Mistake #1: Only three of my six CDs appear in the account list.

I call Wachovia. They correct the error. Misplacing half my accounts is not a good way to make a first impression.

While I’m on the phone, I verify that I have opted out of all solicitations: phone calls, emails, postal mail and affiliate sharing.

Mistake #2: I had to opt out of solicitations.

Now I’m pretty sure I had already opted out with World Savings. I can’t guarantee this 100%, but I’m careful about these things. First, Wachovia failed to preserve my privacy preference. Second, they enabled junk mail by default. This should be opt-in, not opt-out.

A few days pass. Today, I received not one, but two letters in the mail. Yes, file this one under “I” for irony:

Mistake #3: They send me two letters to tell me they won’t send me any more letters.

Sigh.

iRobot makes their phone numbers hard to find on their web site. Shame, shame!
800-727-9077 customer service
877-855-8593 tech support

I had a bit of an odd experience with PC Financial this year. Frustrated by this, I wrote them to describe my experience.

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This July, I rented a car from Avis in San Diego. It was a pretty poor experience. So, I wrote them a complaint letter.

Besides writing the letter itself, I thought I’d have fun. In the spirit of Yours is a Very Bad Hotel, I proudly present “How NOT to rent a car”:

Here’s the letter itself:
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Update: after this posting appeared, Mr. Stewart’s office contacted me. They tell me they have now removed my address from their mailing list.

…but he is a spammer. We keep getting cards in the mail from him, despite repeated requests to be removed from his mailing list.

I was in Sports Basement today picking up a bike tube. As the cashier rang up my puchase, he asked me “Is this your first time at Sports Basement?”. I answered “no.”

What’s wrong with this?

Well, your best customers — your regulars — have to give a negative answer every time.

It would be much better to ask “Have you been to Sports Basement before?”

More people will answer positively. Positive answer == positive frame of mind as you exit the store.

I pointed this out to the cashier, and he agreed. We’ll see what happens next time I’m there.