LOSER: Greenpoint Financial

I have to tell you that I’ve never been angrier, or more surprised, by the actions of any company that I’ve ever conducted business with - in my entire life - than I currently am with Greenpoint Financial Services.

Generally speaking, when a company confirms the features of a product to me in writing, I generally feel that what is written is true, and that it’s safe to move forward if the written word meets my needs. And that goes double when the product we’re talking about is a Home Equity Line of Credit (HELOC). But Greenpoint Financial recently proved to me that what they write when they are trying to make the sale, and what they deliver after they make the sale, are two completely different things. Let me explain:

I was recently in the market for a HELOC that required some VERY SPECIFIC features. So specific, that I confirmed each item in writing with Greenpoint before I closed on the loan. And they in fact confirmed all the features with me, in writing, prior to closing. Having been satisfied with the written word of Greenpoint, I closed on the loan only to later learn that many of the features I required were NOT going to be available to me, despite having confirmed those features in writing prior to closing. In short, they lied to me to close the sale. And yeah, I’m plenty pissed about that. But it gets worse.

Once they told me I wasn’t going to get what had already been confirmed in writing, they started hanging up on me. And it goes without saying that they weren’t returning my calls, either. They even hung-up on my Escrow Officer at the closing table for my new loan when they learned what the call was about! And all that was while I was still being polite with them. In fact, I was still being polite with them all they up to about 10 minutes ago.

I’ve now reached a point where I no longer find it necessary to be polite. In fact, I’m in the mood to sue their ass since that appears to be my only recourse at this point – and the only way to really get their attention. It would have been so simple and inexpensive for them to avoid it altogether by either giving me what was promised in writing – or cheerfully refunding 100% of my out of pocket expenses. But that’s obviously not going to work out, and that obviously leaves me with no other option than to nail them to a cross for everything that I am entitled to.

Meanwhile, you might want to avoid a similar situation for yourself and find a different lender for your needs. Unless you feel like throwing a bone to your lawyer, too!

WINNER: DrugStore.com

Drugstore.com came to my rescue when another LOSER that I recently reported on chose not to.

They did so even though it had been nearly two months since I purchased the item in question; they did so without requesting I return the damaged item; and they did so by replacing the entire purchase, not just the broken portion that I had requested. And they did it all without a single hassle. Kudos to drugstore.com!

Yes, I should have contacted drugstore.com about my broken item first. I will shop drugstore.com in the future; and I will most certainly contact them first with any problems that I may encounter with my purchases.

Congratulations, and Thank You, to drugstore.com for actually getting it right in a market filled with losers that consistently get it wrong!

Ladies and Gentleman, we have a WINNER!

LOSER: UHAUL

When it comes to Customer Service, UHAUL has always been the bottom of the bilge for me. Slow service, poor service, and now, no service at all.

ATTENTION FORD EXPLORER OWNERS: According to the minimum wage slave I tried to rent a trailer from last week, Lawyers for UHAUL feel your vehicle is a liability risk - and they won’t rent you a trailer if you show up driving a Ford Explorer.

That didn’t stop a different minimum wage slave from renting me a trailer a month earlier when I moved half of my belongings into storage. But this story actually started several years ago.

I scheduled an appointment, more than a week in advance, to have a receiver hitch installed on my Ford Explorer Sport Trac. When I arrived, they seemed surprised. My appointment was right there in the computer for all to see, and yet the hitch installer had been given the day off. So I rescheduled across town and UHAUL cheerfully took my money – never once mentioning their Ford Explorer Policy.

More recently I needed a trailer brake controller installed on the same Sport Trac, so I scheduled an appointment about a week in advance to have it installed. And when I showed up, the same thing happened. The installer had taken the day off. I again rescheduled across town, this time back at the other UHAUL facility – the same one that screwed up in the paragraph above. They also took my money cheerfully – never once mentioning their Ford Explorer Policy.

When I reserved the first trailer, no one mentioned the Ford Explorer Policy – even though I was driving my Explorer at the time of the reservation. In fact, the guy that made the reservation for me had just spent about an hour inside my truck installing the trailer brake controller!

When I showed up to pick up the trailer I spent nearly 30 minutes in line while one person tried his best to serve all the customers that had made reservations. At one point he mentioned that nearly every piece of equipment on the lot had been reserved that morning. Yet he was the only one scheduled to work behind the counter. And that clearly demonstrates a blind eye towards customer service by UHAUL.

Thankfully, I was given a trailer that morning; and the person working the counter solo even connected it to my truck for me. Regretfully, that’s the last time that ever happened.

I used that trailer to move half of my belongings into storage so that we could list our house and start our move into our new home. When I returned to get a trailer to move those items into my new home, I encountered yet another problem: the previously unmentioned Ford Explorer Rental policy.

Now, as you can see, I’ve had quite a few dealings with UHAUL - all of them pertaining to my Ford Explorer Sport Trac in one form or another. And yet this policy comes as a surprise to me. There are no signs notifying potential customers of this ridiculous policy. No one bothered to ask me what my tow vehicle would be at the time of my reservation. I did find, with a little help from Google, a mention of that policy on the UHAUL web site while writing this article, but I wasn’t dealing with the web site when I made my reservation. I made my reservations in person while driving my Explorer.

I wish the story stopped here. But it doesn’t. There’s more.

Just three weeks ago I made an astonishing discovery while making an adjustment to my RV Hitch. The receiver hitch that UHAUL had installed for me was loose! One of the bolts had backed all the way out, hanging on, literally, by just a thread. And most of the remaining bolts were loose. UHAUL had failed to properly torque the bolts when they installed the hitch. And had I pulled my RV up the mountain, like I had planned, with the hitch in that condition – we never would have made it. A terrible accident would likely have occurred on a very nasty piece of mountain highway here in Idaho. Luckily, I noticed before actually pulling the trailer.

And that’s my tale of incredibly poor customer service, courtesy of UHAUL. Since I only own two vehicles, and both of them are Explorers, I’m reasonably certain that this chapter of my life is closed. I have no plans to sell either truck, and even if I did – I’d replace them with two more Explorers.

LOSER: Dish Network

Imagine for a minute that you own a business. Just about any business will do, just so long as you are providing service to end users who purchase equipment that has a serial number – and so long as that serial number is the key to activating the service. In this case, the service is Dish Network. But you could just as easily use Cell Phones for my example.

Now imagine that you have both good customers and bad. Some pay their bills every month. Others don’t. Some may have even been good customers for as long as, say, seven years.

Now imagine just two of those customers. One of those customers is a deadbeat that never pays his bill and his service has been disconnected as a result of that failure to pay. The other customer has been a good customer for seven-years and he has always paid his bill on time. He’s even purchased a couple of upgrades that allowed you, the business owner, to obligate him to additional years of service on his contract. You could even imagine me as the latter; as that’s the scenario I’m attempting to paint between Dish Network and myself.

I purchased a receiver at a garage sale for a bargain. I want to hook it up as a second receiver on my current dish and add it to my current dish contract. But that receiver used to belong to a bad customer that didn’t pay his bills, and there is a balance due on his contract.

Dish claims that the balance due is substantial. But I happen to know that the balance is actually about $80. Whether or not $80 is substantial is objective, and you can be the judge of just how substantial $80 is. But I rather doubt that $80 is of any consequence to a company as large as Dish Network. And risking the loss of a loyal seven-year customer over $80 that you are never going to recover anyway is just plain foolishness.

And that’s what’s about to happen. Dish Network is rewarding me for my seven-years of loyal service by not allowing me to activate my garage sale receiver. They will never recover the loss on that receiver because the original owner doesn’t even have the unit anymore. Furthermore, they are going to lose me as a customer. They will lose the $57 a month I currently pay them, plus they are going to lose the 10 additional dollars that I was going to be paying them for the second receiver. They lose all the way around. And now two receivers are going to hit the trash instead of one.

Both of those receivers are potential money in the bank for Dish Network. Both of them COULD be earning a return for Dish Network. But only if Dish Network activates them for service. As it is now they are nothing more than junk that will never earn another penny for Dish Network. Is it wise to dismiss potential income and piss off your loyal customers while doing so? Obviously I think not!

But really, I should be thanking Dish Network for helping me see the light. Turns out that if I switch to Digital Cable I’ll actually get TWO DVR’s AND a discount on my current cable modem service. I’m actually going to save money and get twice the level of service I currently enjoy by firing Dish Network and replacing them with Cable One – a company that has always provided me with superior Customer Service.

Good-bye Dish Network! Your blindness to both your customers and your business model continues to elude me – but I no longer care. I’ve found a company that consistently gets it right time and time again.

Hello Cable One! I’ve been using your Cable Modem for years and have always found your service to be excellent. Your willingness to go the extra mile for me and assist me with the transition from Dish Network to Cable One is much appreciated. I look forward to your continued good service. Even as I finish posting this entry my wife is on the phone setting up a new account.

How’s THAT for Customer Service!

The Death of Customer Service

Chris Pirillo is of the opinion that Email is dead. Chivalry is all but dead. And make no mistake about it, Customer Service is absolutely dead - Stone Cold Dead. Stick a fork in it - it’s done!

When I call a US based company I expect to have my call answered by a call center in the United States by an operator that actually speaks and understands ENGLISH! Is it so much to ask that we actually keep jobs here in the United States? If I’m going to spend my US Dollars on a US Product, that’s where I want my money spent. On jobs for citizens of these United States.

I am completely disgusted with the way I get treated when I phone customer service lines and I’m not going to take it anymore. This new section of my blog is dedicated to shining the light on companies that get it wrong. And, should any one company ever get it right, I’ll be sure to shine a light on them here as well. Both the losers and the winners deserve to be recognized publicly. Sadly, I suspect you’ll mostly be reading about losers for the foreseeable future.

As you may have guessed, even as I write this entry, I have a burning dissatisfaction with at least one company that I’m currently doing business with… but not for much longer. I’m going to fire them and have them replaced just about as quickly as you can read this blog entry. And I’ll be writing about those losers ASAP! I can’t wait to share my experience with you. You deserve to know who cares about their customers – and who doesn’t. Perhaps you can avoid the same mistakes that I have made.