CONSUMER COLUMNS:
What's Your Problem?
For three years, Jeremy Dorosin ran his consumer column in Ang distribution newspapers.
Note: This section is under development.
There are many columns that will be available soon in an archived format.
For now Please see a few samples below:
Sunday, October 5th, 2003
Get Informed About Car Maintenance - Or Be Taken For A Ride
By Jeremy Dorosin
Dear Jeremy:
After hearing that synthetic oil is better for your engine I had Jiffy Lube switch my regular oil changes to synthetic. Their suggestion was I continue as usual to have my oil changed every 3,000 miles, which I did. After the second 3,000 mile synthetic oil change, a friend informed me that synthetic oil needs to be changed far less frequently than every 3,000 miles; every 5-6 thousand miles is more than enough. Why didn't Jiffy Lube tell me?
Dear Lubed:
The more often you go into Jiffy Lube to change your oil, the more money they make. Their suggested guidelines for synthetic oil changes should have been changed from that of regular oil changes. Ask the Jiffy Lube manager for a free oil change to compensate you for your unnecessarily early oil change which they suggested.
Dear Jeremy:
I subscribe to Savoy Magazine. Though I enjoy the articles I find them far too short. I like reading the magazine but want to know more than the article covers. Why can't their articles be more in depth?
Dear Too Deep:
Savoy's articles are as long as long as their magazine editors decide fit their demographic readership. The average adult reading attention span has decreased considerably. Interest in a given article's subject matter has been lessened by the growing popularity of the Internet, increased work hours - less free time, and the increasing amount of television channels.
Sunday, September 21st, 2003
When You Don't Get What You Ordered, Ask For Compensation
By Jeremy Dorosin
Dear Jeremy:
I ordered a cell phone battery from Radio Shack. When after 18 days it didn't show up, I called and told them. They refunded me. It seems ridiculous that all they did was refund me my money, and only after they verified non delivery of their product.
Dear Miffed:
The only reason you got a refund was because you asked them for it. If you don't ask for compensation beyond a refund, such as free a gift certificate or some other good will gesture of corporate appreciation of your patronage, you won't get it. If you feel more than a refund is called for, make articulate your request by letter sent certified mail, to their customer service department. In your letter specify a date by which you expect a response from Radio Shack.
Dear Jeremy:
Last month many of the SBC lines went down in the San Francisco East Bay. Neither my neighbors or I had use of our phones for 3 days, until SBC fixed the problem. On my latest phone bill, there's no reduction in amount due to account for those 3 days without phone service, why?
Dear Phoneless:
The industry standard has been and is: If you lose service for a given time, the customer needs to request an adjusted bill. That's the law. If you ask SBC to credit you for the down time of your phone lines in a case where SBC is responsible , they should accommodate you.
Sunday, September 14th , 2003
Advice Of Store Clerk On Warranty Not Last Resort
By Jeremy Dorosin
Dear Jeremy:
I bought a $40 Timex wristwatch at the mall. When I put it on it fell off my wrist and hit the floor and broke. The wrist band pin wasn't properly installed, which is why it fell. When I tried to return it where I bought it, the clerk said the damage wasn't covered under the Timex warranty.
Dear Bad Workmanship:
The reason your watch fell of was due to faulty parts assembly by the manufacturer. Write a letter to Timex Customer Service and send the watch back, certified mail, signature required. Timex may not refund you, but they should replace your broken watch with a new one.
Dear Jeremy:
I bought one of those new plastic colored coiled garden hoses. After attaching several together so that they're long enough to water my back yard, the coils forever knot and stop the water flow. It was marketed as the latest and greatest in new hoses, but is worthless and I can't get my money back because the hoses are two months old.
Dear Hard - To - Water:
So many new products fail to deliver their marketing promise due to poor design. Take the hose back to the business where you bought it, and explain your problem to the store manager. Ask the manager what he believes is the fairest thing to do for the customer.
PREVIOUS
Sunday, September 7th, 2003
Keep On Top Of Cancellation Requests - Even Small Ones
By Jeremy Dorosin
Dear Jeremy:
I cancelled my subscription to Ebony by phone, then when it didn't stop coming, by mail. I continue to receive the magazine and continue to get billed. I called again, they told they'd stop sending it, but I continue to receive the magazine regularly and have since received the first delinquent payment notice.
Dear Plenty to read:
There may be something about your name or address which gets confused in their computer system. Since your attempts at cancellation have met with no success, look up the name of Ebony's editor in the beginning of the magazine and call and speak with the editor. Explain the problem and ask the editor to personally handle the problem, and to please get back to you in writing within 10 working days.
Dear Jeremy:
My wife talked me into buying the most expensive Boshe dishwasher she could find. Its face is polished stainless steel without nobs or buttons, and it doesn't make a sound. It's impossible to know if its running unless you're the one who started it. My kids and I have already doused ourselves opening the dishwasher in mid - cycle. Is this a manufacturer oversight?
Dear Unnecessarily Wet:
Yes. As there are no visual indicators on your dishwasher's front, or any sound that allows one to know if it's on, ask whoever starts it to place a handmade cardboard sign on the counter above the dishwasher that indicates the dishwasher is running.
Sunday, August 24th, 2003
Organizing Class Action Difficult; But May Be The Only Option
By Jeremy Dorosin
Dear Jeremy:
I purchased a set of antique cups and saucers at an antique show in Michigan. When they arrived by UPS to my California address, three of the cups and two of the saucers were broken. I called UPS and told them, but they said they would not assume responsibility until they investigated the claim. That was three months and ten phone calls ago.
Dear Broken:
The best way to certify your claim is to send a certified letter to thier legal department. Explain all relevant details,include a phone bill copy of your telephone calls, a copy (if you have one) of your initial claim report. Give them ten working days to respond. If they don't, take out a classified ad in your local newspaper seeking those with similar problems with UPS to contact you. Once UPS has a class of dissatisfied customers to contend with, notice they will take you more seriously.
Dear Jeremy:
I had a local plumbing company fix the water line to my house. They told me it leaked because the developers installed PVC piping rather than the longer lasting copper lines in order to save money. The neighbors in our development are all having the same problem, many of them having to spend a fortune to replace the water line from the street to their homes. Was the Use of PVC instead of copper legal?
Dear Lots-of-Leaks:
Whether it was legal or not does not prevent you from uniting with your neighbors to file a complaint for damages. If it can be shown that the less expensive PVC piping, legal or not, from the street to the house has collectively caused unresonable expense and damage to homeowners, you may get the developer to settle with you if he knows that the consequences of continuing to ignore the problem will only cost him more.
Sunday, August 10, 2003
Don't Let Insurance Agencies Ensure You That You're Insured
By Jeremy Dorosin
Dear Jeremy:
My home insurance policy doesn't cover the contents, so I bought a Fireman's Fund Insurance policy which covers my home's contents in a case of loss. When applying for the new policy, I told the insurance broker that I'd had a previous claim - which I explained to him in detail. He told me it wouldn't effect my new policy. The day after paying Fireman's Fund for my new policy, I received a cancellation notice from them, due to the claim I'd told them about, and which I was assured had no bearing on my current new policy. Isn't Fireman's Fund obligated to insure me once they've approved me and taken my money?
Dear Unsure:
If you told them of your previous claim, and they assured you this would not affect your current policy with them, they are absolutely obliged - legally, to insure you. If they suddenly changed their minds afterwards, that's a mistake that's in your favor. Write or call the State Insurance Commissioner ( For California the toll free number 1-800-927-4357), if you have any questions.
Dear Jeremy:
I bought a new Nokia phone when I signed a 2 year mobile phone contract with AT&T. The Nokia phone, model number 8390, almost immediately began to fail: No voice dialing, no voice recognition, the phone would intermittently lock up on all its functions, turn on and off on its own, and it would drop a line that was dialed. Nokia knew this phone model to be defective, but refused to give me my money back. They will only give me another new phone, the same model. I hate Nokia!
Dear Nokiafied:
The manner in which you have been treated by Nokia is the most cost efficient way for them to treat their customers. As long a Nokia continues to treat their customers as enemies, this sort of service will continue. Write the president of Nokia a certified letter, and send or fax copies to all your friends and work associates, asking them to boycott Nokia.
Sunday, July 27th, 2003
Simplify Life Without Credit Cards - If You Dare
By Jeremy Dorosin
Dear Jeremy:
I have suffered credit card fraud twice in 4 years. After the last episode I had to file reports, take time off work, get my attorney involved, to say nothing of the lost sleep and months of aggravation. I've since gotten rid of all my credit cards, and couldn't be happier.
Dear Extended Satisfaction:
Though California just passed 3 new laws to fight consumer fraud, the cases of stolen identity and stolen credit card numbers has reached nearly 1 million annually. Identity theft ruins lives. Though living in the 21st century without credit cards is getting tougher by the day, especially if you want to reserve a hotel room, travel, or purchase online, sometimes the peace of mind of living without the threat of credit card woes including debt, can be priceless.
Dear Jeremy:
My skylight leaks. It was installed by a company two years ago that's since gone out of business. It came with a 10 year warranty. I had to have the entire skylight resealed, which cost a fortune. Can I somehow recoup my losses?
Dear All Wet:
A 10 year warranty is only good as long as the company that installed it still exists, unless the manufacturer guarantees installation. Always ask for references and follow up with phone calls to those referred. Work on your house, especially your roof, requires due diligence by the homeowner before signing a work contract.
Sunday, July 20, 2003
Advertised Prices Seldom Actual Cost
By Jeremy Dorosin
Dear Jeremy:
I read your column on SBC's great anytime local and domestic long distance for $48.95 per month. After I'd signed up, the first bill was $125. When I called SBC and asked why they lied about their new rates, the sales rep managed to lower my bill 15 dollars, but with taxes, my second line added in for $10.65, paying for their voice mail ( which you must pay for to get the $48.95 deal ), plus coverage for the phone wiring inside my home, the total was still far above the advertised price.
Dear Always-A-Hidden-Cost:
The law allows deceptive advertising by not mandating all hidden costs, which include taxes. Big corporations spend millions lobbying to protect their bottom line interests which legislate these laws. Everything considered, the SBC $48.95 local/long distance package is still a far better consumer deal than the high rates which came before.
Dear Jeremy:
I went to Best Buy to return a Motorola cell phone that became defective. At the time of purchase I bought the 3 year extended protection plan from Best Buy. They immediately gave me a new phone, even though the phone was 2 and a half years old!
Dear Extended Satisfaction:
There's no doubt that statistics indicate cell phones tend to suffer difficulties 2 years after purchase, which makes it a losing proposition to offer customers coverage after two years of usage. This is why Best Buy no longer offers a 3 year Protection Plan; they've reduced their coverage to a 2 year plan. You were wise to have purchased the 3 year extended protection plan, while you had the opportunity.
Sunday, July 13th , 2003
Don't Let Truck Rental Outfits Take You For A Ride
By Jeremy Dorosin
Dear Jeremy:
I rented a Penske truck to move my furniture from the East Bay to Los Angeles. When I went to their Point Richmond office to pick up the truck the AC was out, they couldn't fix it or give me a replacement. I had to wait until the next day when they called me and said that the truck I'd reserved was in Berkeley, but that I couldn't pick it up yet because the on site manager wasn't there as he was supposed to be. I finally got a Penske truck after spending an additional several hours on the phone looking for one.
Dear Starbucked:
Write Penske Corporate Head of Customer Service and send the letter certified mail.. Follow up with a phone call, asking both in the letter and by phone for a full refund for your inconvenience and their lack of professionalism. Please let me know the outcome of your efforts.
Dear Jeremy:
My Wells Fargo ATM charged me $414 for overdrafts on my ATM. Their scam policy is written in to their contract, by allowing them to hold the money charged for up to 10 days before depositing it into the account charged, misleading me on my account balance. Their scam also includes a written statement which claims "these policies subject to change without notice."
Dear Fargofied:
Anyone can claim that anything is "subject to change without notice." This doesn't mean that Wells Fargo has a right to violate the law. So far it hasn't. Keeping an exact account of your balance will prevent this overdraft exploitation. Wells Fargo knows that the average customer with a minimum balance usually doesn't keep an accurate accounting of their bank balance. Those with less money tend to feel their voice goes unheard so they complain less. Switch banks, read the contract and keep an up-to-date account balance.
Sunday, June 29, 2003
Hazards On The Job Just Part Of What You Signed Up For
By Jeremy Dorosin
Dear Jeremy:
I'm a prison guard at San Quentin. I work on Death Row with inmates who have little to lose by spitting on us, or otherwise dispensing their bodily fluids - including blood, on the guards. Though the state does enforce certain safeguards for us, such as the required use of gloves, a face guard, a vest, etc, the risk is still high. Further, the state refuses to pay our families in the case of contracted family infection, until AFTER it has been medically established that a disease, contracted on the job, had been passed on to our families.
Dear Dangerously Employed:
Your occupation is an inherently dangerous one. Before having applied for or accepted your job position as a prison guard for The State Department Of Corrections, you must have been aware of the risk. Since it was your decision to accept employment in this field, the taxpayers' responsibility can go only so far - in preventative measures, seemingly instituted, and only AFTER an established testing indicates a disease was indeed passed on to your family via a job related contraction.
Dear Jeremy:
Media junk consumerism has finally gone too far. How empty does one's head need be to have to sit in the back of the family vehicle, faced not with one, but with 2 televisions turned on? Busy 21st century life offers less and less time for family members to visit and converse. We are taking what little time we have left, and turning it over to the media monopolies, who have sufficiently convinced us that television is more important than genuine, old-fashioned human contact and conservation.
Dear So True:
The scenario of 2 televisions blaring in the back seat of the car ahead, is indeed a empty headed phenomenon. What's worse, once satisfied with television as one's companion, human verbal contact becomes obsolete. This junk consumerism has converted the human herding instinct into an unending need for synthetic entertainment. The days of thinking through an interactive, interesting and informative conversation with one's family, has fallen victim to a dangerously naive new lifestyle of conformity to electronic entertainment.
Sunday, June 22nd, 2003
You Should Not Sign If Service Not Up to Par
By Jeremy Dorosin
Dear Jeremy:
My toilet was clogged, so I called Roto Rooter. The Roto Rooter man ended up charging my credit card not only for snaking the line to unclog my toilet, but then charged me for parts he insisted were broken and required replacing. There was nothing wrong with the toilet other than the clog he fixed: Why do I have to pay for parts I didn't even want replaced?
Dear Plugged:
You don't. However, if you signed a credit card charge, this will make it more difficult to contest the charge, as it implies agreement for services rendered. Never sign a credit card charge you don't agree with.
Dear Jeremy:
I paid for an extended warranty for a Sony Vaio computer I purchased at Best Buy. When I returned the computer to Best Buy because it stopped working, Best Buy said that the hard drive needed replacing after a virus effectively ruined one of the programs. Am I being ripped off or does Best Buy have a right to refuse to replace my hard drive under the extended warranty?
Dear Read Carefully:
Before purchase of an extended warranty, ask specifically what is covered under the extended warranty, and what is not. Deceptive warranties can be very clever ways by which some companies escape the liability of fixing your product. Before purchasing any extended warranty, read it thoroughly, and be prepared to ask specific and tough questions about exactly what the warranty covers.
Sunday, June 8th, 2003
Finding Parts For Older Cars Sometimes Difficult
By Jeremy Dorosin
Dear Jeremy:
I own a '95 Lincoln Town Car, which for some reason Ford, and even after-market parts makers, have discontinued making certain parts for. I still see plenty of Town Cars, '95 and older still on the road, which makes me wonder why parts availability is so unreliable.
Dear Partless:
The old standard of car makers indefinitely continuing to make car parts available for their cars is long a thing of the past. Strangely, the reason you see the '95 Lincoln Town car and older still on the road attests to how well it was built. New cars aren't built as well; they don't last as long. As long as Ford continues to make parts for its older models, however well-built, the less opportunity Ford has to sell you a new car.
Dear Jeremy:
Deer have suddenly begun this Spring, to spring over my back fence and devour my rose garden. I take pride in my roses, or did, but now all I see is leaves and bitten stems where beautiful, red, white and yellow roses once grew... What can I do?
Dear RoseNoMore:
There are several solutions marketed to effect a solution to this problem, some work better than others. The expensive, but hit-and-miss new water sprayer - which connects to your sprinkler system, is a new gimmick which squirts water at any moving object nearing your roses, including you. But better, is a product called "Grant's Deer And Rabbit Repellent." You can buy it, and a gallon sprayer, at your local nursery. Use 6 ounces to one gallon; spray every two weeks; more often if it rains and roses are in season.
Sunday, June 1st, 2003
Don't Ask For More Than You Should Get
Dear Jeremy:
I stayed at The Monterey Plaza Hotel and Spa. All night I heard loud banging and scraping noises from above my room. I didn't sleep a wink. I spoke the next morning to the hotel's room manager about it, who offered me a free night's stay, or a refund. Despite the manager's more than fair recompense for a most unpleasant night's stay there, it seems like problems like that are avoidable.
Dear Compensated But Sleepy:
At those prices loud noises during sleeping hours seem ridiculous; but not necessarily always avoidable. The manager's response to you reflects good customer service, and you may rest assured the manager was far more disturbed by the noise and its potential than even you. Ask the manager to send you a letter of discovery on follow up to the cause of the disturbing noise.
Dear Jeremy:
I had perhaps one of the more delightful retreats in years, in Monterey, California, at The Spindrift Inn, on Cannery Row. The service was superb, my room - elegant and immaculate, had a balcony overlooking Cannery Row, with a Bourbon Street ambiance. Though somewhat loud 'till the wee hours of the morning, it was exciting, delightful, and I'll be sure to tell all my friends and recommend it to others.
Dear Thrilled And Delighted:
What made your trip so pleasing, was the quality of accommodations, service and novelty of the unexpected "Bourbon Street" noise and excitement.. Noise itself has no inherent quality - good or bad. But, when the surrounding sounds, even to the wee hours of the morn', are associated with positive things, the ultimate result is a positive one.
Sunday, May 18th, 2003
Dilemma With Finding Quality Restaurants Common Occurrence
By Jeremy Dorosin
Dear Jeremy:
Though I live in San Francisco with its three thousand plus restaurants, I find it nearly impossible to find a restaurant with sizable portions, good service and reasonable prices. Any Suggestions?
Dear Hungry:
Your observation is not singular, many feel the same. Good food and service, and reasonable prices seem rarely found in any restaurant - to say nothing of good sized portions. A relatively new restaurant opened on upper Market Street - "CATCH." Only, there is no catch. It's a classy restaurant, very reasonable prices, excellent service, beautiful interior and generous sized portions.
Dear Jeremy:
The building I live in is managed by a man who has a small poodle. I've requested he allow me to have an indoor cat, but he refuses to allow pets in the building. He's a hypocrite. Any way around this dilemma?
Dear Pussyless:
Appealing to a manager like that for permission to have a pet makes no more sense than asking a thief if he's honest. The landlord's name is listed at city hall. Contact the apartment building owner by letter, send it out certified mail and keep a copy. Either there's a strict ordinance against pets in that building, in which case the manager will be sent on his way, or you'll be granted permission for your cat.
Sunday, May 11th, 2003
Don't Second Guess A Good Deal
By Jeremy Dorosin
Dear Jeremy:
A recent radio ad for SBC claims to combine anytime local and national monthly calls - without a contract, together for $48.95. What's the catch?
Dear Too Good To Be True:
There is no catch. Since SBC won rights back to provide local and national long distance service, and since cell phone usage has successfully weaned much of their hardline customer base away from using landlines, SBC decided to make the public an offer it couldn't refuse. Other than an initial one time $19.95 charge, and one time activation fee of $4.75 - the SBC All Distance Connection Plan is the best $48.95 land line consumer news in years.
Dear Jeremy:
I sent a package Airborne Express, next day, with a signature waiver. The recipient works for me and is too busy to be at the address at the unknown, specific time of delivery. When I called Airborne to verify delivery, they couldn't do so because there were more digits in the address I sent it to than Airborne's computer system could accommodate. How inconvenient!
Dear Second Rated:
Indeed. For only a few digits more Airborne could at least pretend to be as efficient as Federal Express. You get what you pay for.
Sunday, May 4th, 2003
Doctors Need A Cure For Medicare Billing Practices
By Jeremy Dorosin
Dear Jeremy:
I visit my doctor regularly for pending medical conditions, which Medicare is billed for and pays. I recently went for a check up for several other medical concerns, but my doctor sent me the bill because Medicare won't pay for "routine physicals". What should I do?
Dear Incorrectly Billed:
Call your doctor and request that he re-bill Medicare properly - that it wasn't a "routine physical," but concern over actual medical ailments. If your doctor can't or won't do so, consult your Medicare Summery Notice you get with Medicare. There's a form which you can fill out to appeal the billing - and must be filed within 120 days of the doctor's visit that you're appealing.
Dear Jeremy:
My regular dentist visits routinely include a teeth cleaning by a dental tech, followed up by my dentist of 20 years, who does a final tooth picking and inspection. My dentist the past couple years has terrible halitosis and awful dandruff - I dread him over me. What's the best way to handle this problem?
Dear Offended:
If your doctor is so out of touch with his own hygiene, I'd be reluctant to put my dental health in his hands. You might want to send him a letter expressing your sentiments, or switch dentists, or both.
Sunday, April 27th, 2003
Company's Customer Service Clearly Adequate
By Jeremy Dorosin
Dear Jeremy:
I purchased a number of new windows for my house from a locally owned glass business - Mcmullen Glass Company. After installation, Mcmullen failed to reconnect the house alarm sensors. I then paid my alarm company to fix the problem. Then, a screen door latch failed to work, but Mcmullen kept coming out to insistently fix everything and even paid for half the sensor alarm repair. Should I continue to give them my business?
Dear See The Light:
To quote Aldous Huxley, " Experience is not what happens to you, but what you do with what happens to you." Seems to me, a glass company that meets you half way in paying an alarm bill which you didn't give them first opportunity to repair, and who insistently tries to keep you satisfied, is not only a company worthy of continued patronage, but should be passed along as a company to recommend to others.
Dear Jeremy:
I bought a hand picked fern from the local nursery, which died almost immediately after planting. When I called and asked the nursery for a refund, they refused. Isn't there some standard policy on returns of plants that die so soon after purchase?
Dear Fernbegone:
No. The only policy is the store policy where the plant was purchased. I would think it unlikely that that any living plant - once purchased and planted, would still be the responsibility of the nursery. If you can indicate that a fish from a fish store was already sick, or a plant from a nursery was already diseased, that's one thing. Unless store policy states otherwise ( and you can always ask before purchase if the policy's not posted ), rest assured that the life of what you buy is in your hands.
Sunday, April 20th, 2003
Costco's Reputation Is Based On The Products They Sell
By Jeremy Dorosin
Dear Jeremy:
I purchased a very elegant 5 piece Costco Brand outdoor solar lighting set. Once my gardener had set them up in the back yard, on the second day one of the lights failed. In line at Costco to return the light, a woman behind me said she was there with the same light for return for the same reasons, a second time. I thought Costco was very strict about the quality of products they sell.
Dear See The Light:
Costco has that reputation because it specializes in excellent customer service, and usually product. Rest assured this will not go unnoticed by them, and if this light set continues to be returned for this problem, Costco won't be able to yank it from their stores quick enough.
Dear Jeremy:
I've had a number of problems with Dish Network since I've been receiving service from them. Constant signal reception problems, trouble with their remote and simply turning on and off the satellite,etc. I have very little time to watch T.V. because of my work schedule, and it seems that instead of viewing pleasure, all I get is to be on the phone with their tech people several times a week, playing "technician." Maybe I ought to send them a bill for my hours spent solving their technical problems.
Dear Dished:
I doubt they's pay it. Instead, switch to another television service provider. In the meantime, don't forget to tell all your friends and co-workers about your experiences with Dish Network. I've gotten more than my fair share of complaints about their service from my readers. In fact, Dish Network was recently voted number 5 on my website - www.starbucked.com's "Starbucked Top Ten" list.
Sunday, April 13th , 2003
Late Loveseats Leave Customers Broken Up
By Jeremy Dorosin
Dear Jeremy:
On April 21st I ordered and paid for 2 loveseats from Breuners' furniture at a cost of $1303 each. One loveseat arrived at Breuners on June 27th and we were promised that the next one would arrive by July 23rd and didn't. Our cancellation of the order, according to the clause in our special order contract, only entitled us to a credit or refund of
70% of the $1303. We kept our part of the contract by waiting more than a
reasonable period of time for our special order. This whole thing seems outrageous.
Dear Taken:
Clearly, the correct thing to do would have been to scrutinize the special order contract. But who would suspect such underhanded tactics and service from a reputable furniture company? Write to the top company executive and express how unfair their special order refund policy is and how distraught you are. Ask for a full refund. They had more than enough time to get you your order, why should you further suffer? If you're not given fair treatment, don't shop at Breuners again. Further, any signed paper that legally binds you with your signature, always read before signing.
Dear Jeremy:
Our next door neighbor hired tree cutters to trim their trees. I saw my
neighbor out front desperately trying to explain what he wanted done. They nodded but didn't speak a word of English and by the looks of their tools, had bought their equipment at a yard sale. My neighbor then came over bragging about the deal he got. Until the next day, when a huge branch
they cut fell through his roof and another branch smashed into my house. I'm afraid to ruin our friendship, but when do I approach him about paying our house damage?
Dear Logged On:
If this neighbor's any friend he should be over immediately to apologize and leave his insurance company number for you to make your claim. If he's uninsured and unwilling to pay, you will have to take photographs of the damage and pursue it in civil court. Hiring this inept crew was
a mistake because part of what you get from professional tree trimmers is the peace of mind knowing that the job's done by qualified people and they're insured.
Sunday, March 30th, 2003
Pay At The Pump - Or Maybe Not...
By Jeremy Dorosin
Dear Jeremy:
I filled up at Chevron and went inside to pay. People in line were waiting. I went to the front to ask why the wait. The attendant was on the phone to Chevron explaining that the credit card lines were down. When he got off the phone he explained to me they gave him some number to punch in, but he tried it and it didn't work. He called Chevron back, they left him on hold. He explained to us that the pumps won't take credit cards. The attendant allowed those who had already pumped gas with their credit cards to agree to come back the next day and pay if they didn't have cash. When the attendant announced that no credit cards are accepted, people got upset and left. Is a little organization to much to ask for?
Dear Chaos at Chevron:
For some businesses, yes. This was a simple problem which turned into a nightmare for all. The Chevron manager or owner should have a trouble shooting back up plan for exactly this scenario. The minute the credit card line goes down the attendant should have been trained to tell all customers "no credit cards"- the lines are down. For those who pumped by credit card, he simply needs to ask for ID and take the credit card number and charge them when the lines are back. As soon as he can, the attendant should call his manager or Chevron superior to restore the credit card situation. This wasn't preventable, lines go down. But when you have untrained employees and unavailable managers, the business suffers. Most importantly, those who keep the business financed - the customers, also suffer.
Dear Jeremy:
It seems everything has become a way to make money. Most all
transactions which don't result in money changing hands is regarded as
inferior to ones that do. Shall we have our children to believe that the
overriding purpose in life is to make money by any legal means possible.
Human decency, respect and kindness to others has given way to violence,
frightening and rude dialogue, outright cruelty to fellow humankind, greed
and selfishness. I don't remember these being our national dominant practice
60 years ago.
Dear Had-It:
They weren't. You are correct in noting how human decency has so
obviously eroded into violence and disrespect. Greed and cruelty have made
selfishness a positive good. Much of this can be attributed to the evolution
of corporate growth. We watch and copy, from the newspapers, advertisements and media, the standard practice of one after another company driving its rival into the dust by any legal or sometimes illegal means. The very
things which are illegal for people to do to each other, our "Free Economy "
encourages other businesses to do to one another, even to their own
customers. We can't have one set of laws governing business practice and
other, contrary laws, governing people.
Sunday, March 16th, 2003
If Something Needs Replacing, Say So
By Jeremy Dorosin
Dear Jeremy:
I've been living in this apartment for over twenty years. The past two years the elderly couple who own the building and live on the top floor, have been preoccupied with their poor health. The year to year lease clearly states the upkeep responsibilities of the land lord, one of which is the upkeep of carpet. The carpet has been here as long as I, perhaps longer. It was time to replace it years ago, but this last years it's been disintegrating. Should I ask at this time, wait or do otherwise?
Dear Carpetless:
Evidently you've waited so long already, you'll have no carpet to replace if you don't act quickly. It's nice you're so considerate, your patience is any landlord's dream. If the couple's not too sick to take your money every month, then they shouldn't be to frail to respond to a polite letter from a long time tenant, pointing out your carpet situation. You might want to send photographs to help them realize the urgency, and don't forget to include a copy of your lease agreement which has outlined the part about specified upkeep of the carpet. If this letter fails to elicit a positive response send them a carbon copy by certified mail which requires a signature. Now you have proof that they've been notified in case you'll need to pursue the matter further.
Dear Jeremy:
I run a small security company. I've always charged my customers after the job is completed. But because of customer job loss and relocation, or their business going under I lose money when they default, which is more often than ever. Last week a residential customer who got my alarm installed was upset and said "how'd You like to out go to dinner and before they brought your food be charged upfront half the meal's price?" I don't think it's unreasonable to charge the job's cost upfront. I'd be out of business if I didn't.
Dear Security installation:
Some businesses get a percentage of the job paid up front. Most don't. Especially if your business is not known for charging up front. The change from 0 upfront to your cost upfront may cause you to lose customers. Evaluate your actual loss of customers to the loss of revenue from jobs unpaid. Do what you must do to survive, but remember that habit is the hardest thing to change.
Sunday, March 2nd,, 2003
Don't Feel Guilty About A Gift Not Wanted
By Jeremy Dorosin
Dear Jeremy:
I received a calligraphy pen set with ink at my birthday present at the office. I overheard afterwards the office chatter. My secretary apparently had shopped quite a bit before buying the best calligraphy set. I'm sure it was expensive. I read the book that came with it. It seemed an involved thing that really didn't interest me. With the practice, and calligraphy courses, and reading, it was not for me. I managed to find the name of the store she bought it from, but they needed a receipt to issue a refund. I feel bad about not using the gift and even worse asking my secretary for the receipt. What's a way to handle this?
Dear Wrong Gift:
This happens all the time. Your secretary went to extreme ends to get you a gift you could use and enjoy. Nothing can be gained by feeling guilty or leaving the pen in some drawer letting it waste away. Giving it away is what some people do, but that's not the best thing to do in this case. Be honest with her. Tell her how much you appreciate the thoughtfulness and effort that went into her gift to you, but calligraphy isn't your thing. Ask her if it would be ok if you return it and got something else. This response to her gratuity, though unpleasant to do, is what's best. She'll appreciate your honesty in the face of diversity.
Dear Jeremy:
I've been eating at Mexicali Rose in Oakland for over twenty five years. I order the same thing every time: steak, rare. Every time it's brought to me it's over cooked. The server brings me a new one in fifteen minutes, while the person with me watches their food get cold. It doesn't make sense that they lose money and aggravate a customer. It seems more important to ignore the order and bring their long time customer an improperly cooked meal, than simply do it right in the first place. I know they're always busy, but I always leave a good tip and am friendly, yet they persist. Do I say adios or do something about it, and if so, what?
Dear Burnt Up:
It's highly unlikely that the restaurant owners have any idea how their steaks are being wasted, much less the aggravation suffered by a long time costumer. You can clear that up with a letter to the owner ask him what he intends to do about it and include a self addressed stamped envelope and request a response within 10 working days. In the meantime try another restaurant. You might be surprised and get the meal as you ordered it.
Sunday, February 16th, 2003
Half Now and Half Later Policy May Hurt Your Business
By Jeremy Dorosin
Dear Jeremy:
I run a small security company. I used to charge customers after the alarm was installed. Not anymore. People go bankrupt or move refuse to pay, then it's to court. Last week a woman I'd done work for in the past got furious at me and said, "how'd you like to order your meal at a restaurant and be asked to pay for half down before you get your food? I don't think it's unreasonable to request partial payment before doing the job. I can't afford not to.
Dear Charge Right:
The problem is that: businesses must change policies to keep current with the need to stay in business. Going from a business which hasn't made a practice of charging upfront, to a business which does, is a very difficult transition. You're bound to lose some customers, there's no getting around it. What needs to be done is to trust your decision and try it for a while. If you're losing more business than you did before the policy change, you can always go back or try another approach.
Dear Jeremy:
Fry's Electronics offered A $10 rebate with the purchase of an Electro Source Power Pak for Gameboy Advance that cost $9.95. I did as required to receive the rebate and mailed in the rebate form, a copy of the receipt, and the original UPC code from the product's box. I was supposed to receive my rebate within ten weeks. I've received nothing. I called and spoke with several rebate reps at the manufacturer who told me my check was in the mail. I called Fry's and was assured that if I sent them copies of everything, they'd look into it, but then received nothing. I called Fry's again and was told that Fry's had put a freeze on the rebate checks. Is there any possibility of a rebate?
Dear Baited-Not-Rebated:
There's more chance of complete peace in the middle East by tomorrow, than you getting that rebate check. The rebate is a lure that works well because most people never send it in.If you don't send it in certified mail, they can always claim they didn't get it. Most people wouldn't spend the time or effort to pursue their $10 rebate. If most people did, believe me this would happen with far less frequency because of the penalty. Write a letter to the president of the company who manufactured the product and to the president of Fry's. Share with them your sentiments about being lied to by each and how that affects your choice of purchase. If you like to warn others, incorporate that into your letters. It's strong worded messages like that which can cause positive change.
Sunday, February 9th, 2003
Half Now and Half Later Policy May Hurt Your Business
By Jeremy Dorosin
Dear Jeremy:
I run a small security company. I used to charge customers after the alarm was installed. Not anymore. People go bankrupt or move refuse to pay, then it's to court. Last week a woman I'd done work for in the past got furious at me and said, "how'd you like to order your meal at a restaurant and be asked to pay for half down before you get your food? I don't think it's unreasonable to request partial payment before doing the job. I can't afford not to.
Dear Charge Right:
The problem is that: businesses must change policies to keep current with the need to stay in business. Going from a business which hasn't made a practice of charging upfront, to a business which does, is a very difficult transition. You're bound to lose some customers, there's no getting around it. What needs to be done is to trust your decision and try it for a while. If you're losing more business than you did before the policy change, you can always go back or try another approach.
Dear Jeremy:
Fry's Electronics offered A $10 rebate with the purchase of an Electro Source Power Pak for Gameboy Advance that cost $9.95. I did as required to receive the rebate and mailed in the rebate form, a copy of the receipt, and the original UPC code from the product's box. I was supposed to receive my rebate within ten weeks. I've received nothing. I called and spoke with several rebate reps at the manufacturer who told me my check was in the mail. I called Fry's and was assured that if I sent them copies of everything, they'd look into it, but then received nothing. I called Fry's again and was told that Fry's had put a freeze on the rebate checks. Is there any possibility of a rebate?
Dear Baited-Not-Rebated:
There's more chance of complete peace in the middle East by tomorrow, than you getting that rebate check. The rebate is a lure that works well because most people never send it in.If you don't send it in certified mail, they can always claim they didn't get it. Most people wouldn't spend the time or effort to pursue their $10 rebate. If most people did, believe me this would happen with far less frequency because of the penalty. Write a letter to the president of the company who manufactured the product and to the president of Fry's. Share with them your sentiments about being lied to by each and how that affects your choice of purchase. If you like to warn others, incorporate that into your letters. It's strong worded messages like that which can cause positive change.
Sunday, February 2nd, 2003
Become A Whistleblower - Over the Phone
By Jeremy Dorosin
Dear Jeremy:
I get non-stop phone calls day and night. I complained to AT&T about it and they told me it's probably telemarketing machines which dial a slew of numbers at once, but only one of those dialed the solicitor actually pitches his sale to. I want this to stop immediately. I did not ask these troublemakers to call; they are invading my privacy! But AT&T says that unless I have a specific number, they can't do anything to stop it. I have to screen every call now, which makes me furious.
Dear Furious:
Incessant junk mail, email, fax ads and endless telephone call asking you to buy something are eroding our privacy and rightful enjoyment of our property. The courts are having such a difficult time changing the laws on this because these laws were built into our American legal way of thinking many, many years ago. It's doubtful the original founders anticipated this extreme style of misuse of business freedom, but it's happening nonetheless. But, even with laws against it, how could they be enforced. Call blocking will block phone calls of numbers that you know. Screening your messages is a pain, but works. Or, continue to answer each phone call, but with a whistle. The moment the person calling gives away he's calling to solicit, blow the whistle loudly into the phone until they hang up.
Dear Jeremy:
I rented two new release DVD's from Blockbuster. Both DVD's were new and had scratches in them which ruined viewing both movies. When I went back to complain, all they did was credit my account. Why did they rent out new DVDs that were unvieweable and why do they think crediting my account for the exact amount of the rental cost pays for the discomfort of spending 3 wasted hours watching defective discs?
Dear Scratched Up:
DVD's scratch easier than VHS tapes get damaged. This is a rental problem with DVD's. But that's not your problem. Blockbuster won't give you what you don't ask for. If or when this happens again, make clear what's acceptable to you for compensation, then bargain from there. The more reasonable your request starts out, the more likely Blockbuster will comply without a fuss.
Sunday, January 19th, 2003
Don't Take Neighbors Into Your Own Hands
By Jeremy Dorosin
Dear Jeremy:
I recently received a letter from a neighbor up the street. She informed me she was passing by my house with her little girl. Her little girl reached down from the sidewalk and pulled a plastic Christmas candy cane out from my lawn, bit into it and broke a tooth. She's suing me, or will settle. The whole thing seems suspicious if not crazy. We have good home insurance but we don't want to report a claim and have our premiums go up.
Dear Soft Suit:
This is a case where you turn this over to your Insurance company. Why have insurance if when you need it you won't use it? Send your Insurance agent a copy of the letter your neighbor sent you. Your neighbor's suggestion to settle does make the letter suspicious. Whether this is a legitimate case or not is for your insurance lawyers to figure out. Don't settle anything yourself and avoid contact with this neighbor. This is precisely what insurance companies and their lawyers are for.
Dear Jeremy:
I hired a catering service for a large Christmas Eve Dinner. The meal and service were fine. The problem was that one of the caterers kept making advances to one of my guests, who finally told us about it the next day. We'd paid half up front and owe the other half. I don't know whether I have a right to, but I want to hold back the balance due until this is resolved.
Dear Too Much Service:
This is clearly a case of moral harassment, though not necessarily a legal case. Legally, you need to pay the balance or you could be sued for non-payment. Ask yourself first what you would consider a "resolve" to be. Then call the owner and relate the whole incident. If you can come to a mutual resolve, that is the best way to handle this sort of problem. Once it gets to the point where a lack of empathy or anger takes over, it's almost impossible to resolve the problem in a non-aggressive manner. Do you really want to spend your time and money in court when you still don't have to?
Sunday, January 5th, 2003
Shoes Already Walked In Not What One Pays For
By Jeremy Dorosin
Dear Jeremy:
I took my 11 year old son to buy shoes at The Foot Locker. We tried several pair on until my son found the style he likes. We bought them and went home. The next day he took them out of the box to put them on and they were used! We took the shoes back but the salesperson who sold them to us wasn't there. The store manager told us he was sorry but they don't sell used shoes and he wouldn't take them back. I can't believe they'd rather lose a customer for life plus call us liars, than practice honest business and demonstrate the old standard 'The customer's always right.'
Dear Shoeless:
The next two steps to take are simple. Never shop there again and, unless you paid cash, call your credit card company and dispute the charges. If you paid by check, cancel it. Once you've safe guarded your payment against returned product, return the shoes and speak to the store manager. Follow this up with a signed letter of complaint to thier headquarters. Tell everyone you know the product and service they can expect when they spend their money at The Foot Locker. Walk away knowing you reacted in the best possible way to a retailer who doesn't value the customer.
Dear Jeremy:
I bought a Sony cordless 900 MHz phone at The Good Guys!, but didn't buy their extended warranty they tried to push on me. I've had 900 MHz cordless phones by Panasonic that get clear reception over 100 feet, no problem. My Sony phone, once out of factory warranty, sounded bad at 35 feet and went dead at 60 feet. My faith in Sony products has also lost reception.
Dear 900 MHz of trouble:
You are correct in thinking 900MHZ cordless phones should get long, clear reception. That's why people buy them. Start at the Good Guys! Explain that you bought the phone in Good faith, but once out of warranty it began having reception problems at a short distance. If this brings on a lecture on the benefits of purchasing their extended warranty, remind them that you bought the phone because of faith in the product, which should not go bad in one year. If The Good Guys! won't help, contact Sony and see if they'll stand behind their product.
Sunday, Spetember 30th, 2002
Innocent Shopper Bagged As Shoplifter
By Jeremy Dorosin
Dear Jeremy:
I was in Best Buy shopping with my boyfriend when suddenly two Best Buy employees grabbed my boyfriend and hauled him off to a room. He was not let out of the room until I came over and started screaming. They thought he'd shoplifted a CD. When they saw he didn't have it they let him out of the room. If this is how Best Buy can treat their honest customers, what can they do to a real shoplifter? Best Buy has seen the last of me.
Dear BadBuy:
Store security has the right to detain suspected shoplifters until police arrive. If there's no evidence of theft, then the suspected person cannot be held against their will. You might write to head of Customer service at Best Buy Corporate. Relate your experience and see what they'll do to win you back as a customer.
Dear Jeremy:
I'm renting a home in Oakland that I've been living in for eleven years. I love the house and neighborhood. Two years ago when I could afford it I offered to buy the house from the landlord. He said then that I couldn't afford what it's worth, he'd have to think about it, maybe his sister wants to live in it, etc. Now that I have the money I made him a recent offer which he refused. Not long after that I told him I'd be moving soon because I found a house for sale nearby. All the sudden he asks me if I still want to buy his house because now he's decided to sell. What should I believe?
Dear Confounded:
There are diversified sales techniques to entice buyers into escrow, but your landlord's method is new to me. If you want to buy what he's selling, do it on paper. If he wants to sell it now and you're still eager to buy it, ask him to sign a contract. Otherwise, you'll purchase elsewhere.
Sunday, September 8th, 2002
Employees Use Of Bad Words Intolerable
By Jeremy Dorosin
Dear Jeremy:
I was in Wal-Mart's toy department with my daughter. A Wal-Mart employee was visibly reprimanding another employee using the n-word. I was shocked, and removed myself and daughter, straight to the store manager. When he finally got around to hearing my complaint, he didn't even want to know the employee's name or what department he worked in. What kind of complaint should I make?
Dear Bad Language:
In the Top Ten of most difficult things to control is people's language. If another person of authority did not witness the exchange of words between these toy department employees, and the language was not directed at you, at best a reprimand may result. It is very unpleasant to witness bad employee language. If your complaint doesn't elicit a satisfactory response, take your business elsewhere. Don't forget to write Wal-Mart corporate a letter, informing them that their unprofessional employee's language has cost them a customer.
Dear Jeremy:
My husband and I went on a Princess Cruise. We were put in the wrong cabin, they lost our luggage and I got food poisoning. When I tried to complain and get compensation, they made excuses, it took me six months to get payment for my lost luggage. Does a consumer need to turn to an attorney to correct this problem?
Dear Hell's Vacation:
Your approach was correct, but you had dishonest reception. Write a letter to their head of Customer Service. Send it Registered mail. Make clear your loss in detail and explain exactly what you want in compensation. Tell them that if your request for compensation is not met with in writing and within 10 working days, that you will seek legal council which will result in higher legal costs for them, on top of what they owe you already.
Sunday , September 23rd, 2002
Your Internet Home Page May Be Set By Sly Intruders
By Jeremy Dorosin
Dear Jeremy:
My computer default to home page is set to my website. Every time I update my Norton Anti-virus, or when my computer automatically resets itself, Sony ( unfortunately my computer of choice ) takes over my home page with their promotional website, eliminating my website setting. Sony has invaded my property with their illicit promotion. How do I stop this?
Dear Sonyfied:
The practice you describe is common and easy to do to the consumer. Unknowingly, you gave Sony your permission to do this by clicking to their default. It's easy to do and hard to know what happened. The practice is immoral but not illegal. Laws legislated are in favor of big business, what do you think those highly paid congressional lobbyists do during lunch? Learn more about how your computer operates, then re-configure your home default back to your website. Write Sony a letter and send out as many copies of your letter to friends. Next time, don't buy Sony.
Dear Jeremy:
I've experienced different Customer Service policies at the Tower Records Music Retail Chain. When I've had new DVD's that skip the first viewing, the Berkeley Tower has refused to refund me without my receipt. The same problem occurred upon purchase of a DVD from the San Francisco Market Street Tower. The Person In Charge quickly assisted me in my return and gave me the option of selecting a new DVD, instead of having to take the same one back after its viewing experience was thoroughly ruined.
Dear Satisfied:
The inconsistency in store policy at the San Francisco Tower Records is obviously bad for business. What's worse is that the Berkeley Tower excersized a return policy that is to the advantage of Tower. The person in charge of your return at the San Francisco excersized the wisdom of good customer service. Of course music retailers want to prevent people buying and viewing movies, only to return them and repeat the process. But with the DVD industry so new, mass production flaws should always be a retailers concern over distrusting the customer. When in doubt, a good business always gives the customer the advantage.
Sunday , September 22nd, 2002
Your Internet Home Page May Be Set By Sly Intruders
By Jeremy Dorosin
Dear Jeremy:
My computer default to home page is set to my website. Every time I update my Norton Anti-virus, or when my computer automatically resets itself, Sony ( unfortunately my computer of choice ) takes over my home page with their promotional website, eliminating my website setting. Sony has invaded my property with their illicit promotion. How do I stop this?
Dear Sonyfied:
The practice you describe is common and easy to do to the consumer. Unknowingly, you gave Sony your permission to do this by clicking to their default. It's easy to do and hard to know what happened. The practice is immoral but not illegal. Laws legislated are in favor of big business, what do you think those highly paid congressional lobbyists do during lunch? Learn more about how your computer operates, then re-configure your home default back to your website. Write Sony a letter and send out as many copies of your letter to friends. Next time, don't buy Sony.
Dear Jeremy:
I've experienced different Customer Service policies at the Tower Records Music Retail Chain. When I've had new DVD's that skip the first viewing, the Berkeley Tower has refused to refund me without my receipt. The same problem occurred upon purchase of a DVD from the San Francisco Market Street Tower. The Person In Charge quickly assisted me in my return and gave me the option of selecting a new DVD, instead of having to take the same one back after its viewing experience was thoroughly ruined.
Dear Satisfied:
The inconsistency in store policy at the San Francisco Tower Records is obviously bad for business. What's worse is that the Berkeley Tower excersized a return policy that is to the advantage of Tower. The person in charge of your return at the San Francisco excersized the wisdom of good customer service. Of course music retailers want to prevent people buying and viewing movies, only to return them and repeat the process. But with the DVD industry so new, mass production flaws should always be a retailers concern over distrusting the customer. When in doubt, a good business always gives the customer the advantage.
Sunday , September 1, 2002
Pharmacy Might Prescribe Alternative Prescription
By Jeremy Dorosin
Dear Jeremy:
I was recently treated rudely by a local pharmacist who claimed I had been verbally abusive to her. The pharmacy manager claimed no responsibility and put the whole blame on me and took her word over mine since there were no witnesses. The manager said there was no way he was going to reprimand the pharmacist, and by her choice she refused to service me anymore. The manager told me that when he was on duty he would sell me my prescription. Because the pharmacy sells medications, isn't there some law that prohibits them from refusing to sell me a necessary prescription?
Dear Prescription or Not:
If it's convenient for you do so, you should buy your medication at another pharmacy. If there's no where else convenient, speak with the manager to arrange a method to get your urgent or necessary prescription filled in a timely manner. A pharmacy has a certain responsibility to ensure a necessary prescription is filled. There could be some liability if they don't. You can order them to be delivered, but if you still don't get satisfaction, call the California State Board of Pharmacy at (916) 445-5014.
Dear Jeremy:
My gardener of 16 years has come once a week. He's paid to mow the lawns and keep the yard and bushes trimmed. For the past year I've slowly noticed the bushes and yard are unkept, overgrown and badly in need of care. I don't know what approach to use with the Gardner, but clearly I trusted him and hadn't inspected closely enough. Now it's time to do something, but what?
Dear Undergardened:
Your predicament was caused in part by your own inattentiveness to your property. Gardeners are known for doing what's asked, not needed. Approach him from this standpoint. Explain to him that you assumed he was doing as paid for and you neglected to check. Now that you have inspected the condition of his work, it is unsatisfactory. If he wants to continue to work for you, and make this clear, he will need to resume your initial agreement or you will find someone who can.
Sunday, September 15th, 2002
Timing May Be Off Returning Bad Product
By Jeremy Dorosin
Dear Jeremy:
I purchased two office wall clocks on sale at Wal-Mart. I bought them as gifts and never plugged them in until six months after purchase. Turns out one clock ran slow. When I returned it not only did I not get a refund, but I was told Wal-Mart no longer carried those clocks. If merchandise is defective when it was purchased, it shouldn't matter when I return it.
Dear Retail Lesson:
In a perfect world you are correct. But time is not just the liability of the retailer. If you waited until Wal-Mart stopped carrying the clock before you checked its working order, neither you nor Wal-Mart acted correctly to resolve the problem. Especially when buying gifts, ask them if you may check the merchandise and its working order before you transact the purchase. This may be an inconvenient habit, but further inconvenience may be on its way if you trust the contents of any unopened package.
Dear Jeremy:
I bought a new Hamilton Beach Blender that went bad two weeks after purchase. I bought it at Costco and when I returned it I was satisfied immediately, with no questions asked, and given a new one. Why do some businesses have excellent return policies while others make it such a nightmare that I never go back?
Dear New Blender:
Businesses that have problematic return policies haven't set their business priorities in proper order. Bottom line is a result, not a number that should be looked at first. The bottom line is the result of many factors. The most competitive advantage that a business can have is customer trust. When products are defective, this is the time for a company to display immediate remedy to the customer. Obviously, Costco has earned your loyalty with their customer service put into action, rather than just a promise.
Sunday, September 9th, 2001
Prescription For Lower Prices
By Jeremy Dorosin
Dear Jeremy:
I take prescription medication which costs me $200 per month. I'm not on Medicare, I work, but my insurance doesn't cover my prescriptions. Is there any way I can get this cost reduced or paid for by government?
Dear Prescribed:
The cost of prescription medication is raping the public. People who need medication should be entitled to it at affordable rates. Currently, if your insurance won't pay for it and you're not on Medicare, buy generic not brand names. Also there's a new cut rate for prescription drugs which used to be available only to 65 and over. Some pharmacies are offering this discount prescription rate ongoing to regular prescription drug customers.
Pharmacies rarely offer it, you have to ask for it. Don't hesitate to ask.
Dear Jeremy:
Certain products do the things they claim while others don't. I gave a project to my 8th grade class to test absorbency and cleaning ability of paper towels. While Bounty claims to absorb more, Scott towels absorbed just as much. When the kids did a cleaning test of ten windows, Bounty colored towels did not clean without leaving streaks, but Brawny white towels left no streaks. I think consumers believe what the ads say, not what the product does, as long as they hear it enough.
Dear Wiped up:
Too few consumers check simple claims, such as those made for paper towels.Paper towels are expensive and product claims should be justified.
I tried your test myself by cleaning a window with plain white Brawny versus colored Bounty. Not only did the white Brawny towels streak less but even the white Bounty did not clean as streaklessly as the white Brawny. There was enough difference to notice.
Sunday, September 30, 2001
The Gift Of A Used Machine Not Well Received
By Jeremy Dorosin
Dear Jeremy:
I bought a brand new Black and Decker blender at Target. It cost less than anywhere else. I wrapped it up and gave it away as a present. I was embarrassed and angry when I received a phone call from my sister-in-law who told me that when she took the blender out of the box it appeared used and still had spots of juice at the bottom of the blender.
Dear Used Gift:
Return the blender to Target and explain what happened. You should have no difficulty getting them to replace it. Write a letter to Target Customer Service and explain your humiliation over discovering its condition from the recipient. Ask for a gift certificate of value you think is reasonable.
Always check the contents of any boxed product before leaving the store.
Dear Jeremy:
I've been a soul music radio fan of 98.1 FM. I love the radio old soul songs because it's enjoyable to hear spontaneous selections. Since 98.1 has become the bay area classic soul station it has progressed from less ads and smaller advertisers to bigger advertisers and tons more ads. It has also managed to ruin the enjoyment of listening because of the frequency of the ads. I've written a letter to the station. They responded back thanking me for the letter and for being a listener but nothing's been done. I guess I'll just listen to CD's or tapes.
Dear Added Out:
It sounds like you may depend on your music pleasure far too much from radio.If you don't want to select your own music you'll be listening to radio ads and plenty of them. The entire purpose of that radio station is to earn a profit by providing classic soul listening. The only way it got popular enough to run so many ads was the huge listernership it grew. But perhaps you're the beginning of a trend that's hearing more ads than music. If so, the station will cut back on ad time. But first listeners will have to make that known. If you know other 98.1 listeners who are tuning out, write another letter to the station signed by as many listeners as you can find.
Sunday, September 23rd, 2001
Compulsive Food Purchases Not On the List
By Jeremy Dorosin
Dear Jeremy:
Everytime we go to Costco or at Albertson's on occasion, free food samples are given out by representatives at tables. I take what's on the table, so does my wife. Even when my wife doesn't like the sample she'll buy it because she somehow feels obligated. I put my foot down last time when neither of us liked it. I rarely shop with her but I'm afraid she buys things she doesn't like just to cope with her guilt of eating samples she hasn't paid for.
Dear Wrongbuy:
Part of the approach to free samples is to coax the customer into buying the product, but not if you don't like it. Have a frank discussion with your wife. If her inclination is to continue to buy food he doesn't like or wouldn't ordinarily buy because she's eaten a free sample, this is great for the company but bad for you. To clear her conscience see if she'll refrain from eating the free samples. Otherwise, when she shops without you give her a list of what you want so if she buys more sample food she'll be eating it.
Dear Jeremy:
I took my car to the carwash. I left it at the point where I told them I wanted the $16.95 wax, they vacuumed it and sent it through. After it came out a back window left open soaked the entire seat and carpet. I told the manager, who denied they left the window open and who refused to pay a dime for damages.
Dear Drenched:
Whether you left the window open or not, once the car wash left in their hands they should have checked and closed everything. They are insured for this. Write a letter to the carwash owner.State that once you left your car in their care the window, whether you or they left it open intentionally or accidentally, should have been closed by them before washing. Give an itemized account of damages and mention that you'd rather not make a legal case of this matter. It's in their interest to satisfy you.
Sunday, September 9th, 2001
Pen Refund Something To Write About
By Jeremy Dorosin
Dear Jeremy:
I bought a pen at Staples which I returned because it was defective. The girl at the counter assured me that they didn't carry that pen in the store, I assured her they did. She asked for my receipt which I left home, but told her she could easily reference my receipt by date and credit card. She told me she wasn't going to do that. I went home furious, returned with the receipt and got my refund. This whole thing could have been avoided by hiring decent employees.
Dear Stapled:
The quality of retail clerks at these chain outlets is lacking. When you spend your dollar at Staples, you're giving your support to employees who earn close to minimum wage. In a good economy, better employees already have better jobs elsewhere. If you want the employee to have training and know stock, these wherehouse type chains won't do. Try giving your business to a local office supply store. It may cost more, but what price would you attach to your fury?
Dear Jeremy:
I suffer the same problem as other shoppers: product location in the supermarket. Either what I want is too heavy to lift to be on the highest shelf or it's at the bottom, like cat litter. Heavy items need to be at arm level. Also, breakable bottles of food are crammed together so tight it's very easy to knock one off the shelf. Why don't supermarkets serve the convenience of their customers?
Dear shelfspace:
This is one of the major moneymakers for supermarkets: shelfspace.
Where a product is located on the shelf has nothing to do with customer convenience. Manufacurerers of the products you see at eye level pay for that shelf space. The eye sees it first. Promotional free standing displays you can knock over or that get in your way, those really cost the manufacturer. Heavy items in poor locations or breakable items crammed together are how supermarkets market products. ask a supermarket employee to get anything off the shelf too inconvenient for you to reach. If you're familiar with the store have a list ready, then follow the store employee with your shopping cart.
Sunday, September 16th, 2001
Flea Collars Cause More Than an Itch
By Jeremy Dorosin
Dear Jeremy:
I bought a flea collar and put it on my cat. A few days later my cat approached me with her paw caught underneath the collar. I saw to my horror that her paw had gotten caught between her neck and the collar and the buckle had dug itself into her. I rushed her to the vet where she had surgery and survived. But, I will never get over the anger and shock of what a flea collar can do to your cat.
Dear Cat Safe:
A flea collar without a quick release buckle is a time bomb waiting to go off. You found out the hard way that cat collars get caught or can wedge a paw and gravely injure your cat. Several companies make an ointment which you apply between your cat's shoulder blades on the skin. This protects them from fleas for a month at a time and varies in price from $30 for a three month's supply to as little as $10. Any time you put a collar on a cat you endanger it, especially if it's an outdoor cat. Even for identification purposes you can have your vet implant a chip in your cat's neck so in case it's lost, it can still be identified.
Dear Jeremy:
I bought a new Kirby vacuum cleaner three years ago. I'd owned one before for a couple years and never had a problem with it. Until now. The nozzle which attaches to the vacuum broke. I took it into Grand lake Sew and Vac Center and was told they couldn't order the part because my Kirby was so new. They gave me a number to call for Kirby service in Hayward. When I called I was told they didn't have it in and to call back in a few weeks.
What a scam for Kirby customers.
Dear missing parts:
Your short lived romance with Kirby Vacuum is showing signs of aging.
Kirby has apparently convinced even themselves that Kirby vacuums last forever. Why waste time making parts for a vacuum that doesn't break?
Though true in a perfect world, evidently Kirby vacuums do break. Write or call their offices and explain, asking their advice on who to turn to next. No matter how they satisfy you remember one thing. When you trust a company enough to buy their product, you should also be able to conveniently and reasonably purchase parts from them for it. At least you know something now you didn't know before: Kirby break. And when they do it's very hard to find replacement parts.
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