harvardstreet – Page 3 – Complaint Hub

This is why I live close to work, Part 2

A friend once told me that, when considering two more or less equal candidates for a job opening, you should choose the one with a better commute. Wait, where was I? Oh, right. Today my commute involved tiptoeing past my daughter’s room, hoping not to wake her, and sitting down at the table to get to work. There’s, like, a blizzard, or something, going on out there. I have no meetings, and no one is really expecting me in the office, so I’m staying put. Daycare is opening three hours late, and since the snow is still coming down hard, they may not open at all. So I may have to watch her this afternoon anyway. If you’re going in to work today, or going out anywhere, be careful.

Isn’t that what you’re supposed to be fixing?

Metro Use A Rarity For Half Of Board | WashingtonPost.com

[Ward One Councilman Jim] Graham said frequent night meetings make mass transit inconvenient.

Taking transit is not convenient for their jobs, [Metro board members who don’t actually use Metro] said.

So, what they’re saying here is, “We’re so grossly incompetent that we can’t even make Metro work for ourselves. Good luck to all you poor schlubs!” What kind of schedule do these people keep that Metro isn’t convenient? I don’t believe that they have Metro board meetings at 4AM on Sundays. Seriously, this is like the CEO of Bank of America keeping his life savings under his mattress because the branches are too inconvenient. Maybe the reason that Metro has a $29 million deficit is because it’s not serving the residents of the DC Metro area. And maybe the people responsible for fixing it could actually use it and see for themselves what the problems are. Instead, they’ll probably just raise fares again, making it less convenient for everyone. Next year we’ll have a $40 million deficit, and more people who don’t use it will make more bad decisions.

Please stop bunching the 16th Street bus, WMATA

I just missed the bus this morning. As usual, I was waiting for the interminable light to cross 16th at Harvard NW when the bus went by. Then another, and another. Three buses, bumper to bumper, and all gone by the time the light changed. So I waited. Not too long, six or seven minutes, but then three more came. From Harvard to Euclid there were 12 people on my bus, then 11 until we got to M. After I got off at H, I think there might have been one person left. No one got on while I was riding. There was another bus right in front of us that picked up all the passengers. And I got on the bus at about 7:20AM, not peak rush hour, but plenty of people are on their way to work at that time. It’s frustrating that, had the buses been spaced out just a little bit, I would have gotten one of the first bunch that went through. And WMATA would have saved some cash. Eleven fares probably don’t even cover costs on the bus.

Finally someone on the home team to cheer for

The Nationals signed Adam Dunn! I’m so excited that there will actually be a player on the home team that I want to see. Usually I go to games to see the visiting team, but this year will be different. I mean, I’m still mostly looking forward to finally seeing Albert Pujols and maybe getting tickets when the Orioles come to town. But watching Dunn will be pretty cool.

That’s not the way to win fans, Comcast

I posted the other day about the funny exchange I had with Comcast’s online help. In the middle of last night, someone (or, more likely, some script) posted a comment.

Thanks for sharing this post and I apologize for the experience. I will make sure that this is passed on the appropriate department for evaluation. Most importantly, we would like to have our customers have a good experience. I am also sorry to learn that you are deciding to cancel your cable service. If you are interested, I can reach out to my contacts and see if we can offer a lower-rate package including both services for you. If you are interested, please send me the phone number listed on your account so that I can assist further. Thanks again for sharing this post. Best Regards, Mark Casem Comcast Corp. National Customer Operations We_Can_Help@cable.comcast.com

First of all, it’s nice that Comcast is looking at what people say about them online. This makes good business sense. But that’s where the good decisions end. What mistakes did Comcast make? Let me list them for you. First, they clearly didn’t read the post. The comment responds to the general gist of the post, but not the details. That, coupled with the timestamp, suggests that this was not a person but an automated script. Engaging dissatisfied bloggers in conversation about how you can provide better service is great. Spamming blog comments with vague promises to fix things is not. If Mark Casem wants to personally sign the comment, then I want Mark Casem’s email address, not some generic help address. Sure, this means that Mark Casem is going to get a lot of junk mail, but there are always costs associated with doing business. Comcast’s IT department can get a better spam firewall. Second, they could have contacted me directly. Every blog has an “About” page. Mine is right here. It tells you how to contact me. Some people already have. A ten-second personal email would have been so much more effective than this. Third, if a package is available at a lower rate, why don’t you just give that to people? Sure, it costs you some money on people who would have never known about it. But don’t you think it might create some customer loyalty? When Verizon Fios comes to DC, if they’re offering a better deal, do you think people who have been overpaying Comcast are going to stick around? It is somewhat ironic that a complaint about how the customer service people are nearly indistinguishable from a well-designed IM bot gets a response from another customer service person who is indistinguishable from a computer program. Or maybe it’s not ironic but appropriate. In any event, it’s unhelpful. Too bad Comcast didn’t make a real effort to engage me. I would have happily spoken to a real person, and would have blogged about the good experience. I know I complain a lot, so I make an extra effort to also talk about the things that go right. But you missed your chance this time, Comcast. I’m not emailing your help desk. If a real person comes back here and talks to me about my problem, not about the problem that other customers who use the same keywords have, I’ll talk. Edit to add: As you can see in the comments, Mark Casem replied directly with his email address. I’ll be contacting him later today, and I’ll let everyone know how it goes.

Two new (to me) spots for coffee

We’re always looking for new places to stop for coffee during the kid’s morning nap – about two hours after she gets up in the morning, she’ll usually sleep for an hour and a half or two if you stick her in her stroller and walk her around for a while. This weekend, we tried two new places. Saturday morning we went to Locolat Cafe at 18th and Florida NW. I guess this is considered Adams Morgan, but I’m not entirely sure. We had brunch – the wife tried the savory waffles, which were great, and I had a turkey and cheese on croissant, which was also very good. The coffee was good, if expensive. And because they forgot to charge us for an item and had to run the credit card twice, they gave us a little chocolate-covered meringue. As an aside, it is almost always good business to give away something small when you’ve inconvenienced your customer. It was barely an inconvenience at all, but when the cashier (I believe she’s actually the manager and wife of the chef) says, in effect, “I messed up, let me make it up to you”, I will be back. Sunday, we went to Cafe 1612. We were planning to go to Love Cafe, but they don’t open until ten, and the kid needed her nap before that. 1612 was good, but it shares a building (but not any walls, apparently) with a gym. It’s a little strange to eat brunch while watching the girl fold towels at the counter. But the service was good, the food was good, and the coffee was not only good but reasonably priced. The music there was a little funny – it was an oldies station that didn’t really fit the decor of the place. We’ve now got quite a list of places to go and get coffee. Heller’s is probably my favorite because of their egg and cheese bagels, but it’s always nice to have variety.

The WikiMetro scammers strike again!

The scammy scammers from WikiMetro, who take money to put ads on sites that don’t accept them, have contacted me again. See here and here for my previous contact with them.

Hi Drupalcon, Thanks for the email. Let’s schedule a time to talk on the telephone about this. Please go to http://list.wikimetro.org/contact.aspx Choose ‘Phone’ (it requires you to create a username) and choose a time for us to call you back. We’ve been a bit busy, but we can usually call you back in 10 minutes. Lisa Anderson Customer Service Wikimetro

They called me “Drupalcon” again. I know my custom site layout doesn’t follow conventions (I didn’t know this when I built it, and a redesign is in the works) so that automatic site parsers get confused. But starting a business relationship by scraping blogs for contact info is insane. I have never emailed them. And listing my blog on their site as “participating” is an outright lie, as well. Your blog may be listed on their site, too – you can check here to see. Do NOT pay them $25 to have ads appear on this site. If you really want to put ads here, I’m happy to talk, but I’m not sure my traffic is really worth your time. Anyway, I wasn’t sure when they first contacted me, but there is no doubt in my mind that Wikimetro is a scam, and you should have nothing to do with them.

Of all the days to get noticed

Wednesday’s post got into The Express. For those not familiar, The Express is a free paper that gets handed out all over the city, most importantly on Metro – I’d guess that anywhere from 1/3 to 1/2 of all Metro riders as least browse The Express a couple times a week. I won’t complain about being in the Express – I think it’s awesome. I’ve occasionally seen blogs I know in there, but never mine. Anyway, it figures that they’d notice me on a day when I’m being a bit of a jerk. I was in a bad mood because of my meeting later in the day (1:30 to 4! That’s too long for any meeting) and, as I am prone to do, I mouthed off about something that wasn’t really what was bothering me, but was sort of related and was handy at the time. So that’s my complaint. Noticing me on a bad day. Why couldn’t they have noticed on a better day? Like January 24th, 2007? My mom and I agree that this is one of my best posts. Or maybe on July 8th, 2008, when I got hit by a friggin’ truck? In any event, they say there’s no such thing as bad publicity, and my hits were up yesterday. So, those of you who came to see that post, hang out and read a few more and realize that Wednesday was not an accurate reflection of me as a human being. I may be a complainer, but I’m not a jerk.

This is why I live close to work

A friend once told me that, when considering two more or less equal candidates for a job opening, you should choose the one with a better commute. Is it really bad where you live? The hardest part of my commute was coming down my own front stairs, which we didn’t shovel at all, and are now covered in ice. Sure, it was a little slow walking to the bus. But the roads are fine. I got in pretty quickly. When I arrived, I found all sorts of people out of the office. One coworker had a meeting this afternoon postponed because 2/3 of the attendees didn’t make it in. Another coworker had a 10AM meeting cancelled (at 9:45) because the person he was meeting didn’t come in. I have a 1:30 meeting, and the two people who work in this building that I expected to attend are not here yet, leading me to believe that they won’t be here. This meeting is going to be really difficult to do over the phone since it’s supposed to be a presentation of various things. Maybe I’ll pretend I live out in West Virginia or something, too, and just call in. It annoys me when people shirk their job responsibilities due to the weather. Sure, I understand not wanting to come in. But when these people took these jobs, they pledged to get to the office when they were needed there. You can choose to live far away if you want, but don’t use it as an excuse. When I was in college, I never missed a class due to drinking the night before (except the day after my 21st birthday, when I made an exception, and still made my afternoon class) or weather, even when I lived off campus. I skipped class when I didn’t feel like going, but never because I had made a personal choice about where I lived or how much I drank. I’m not sure most people make that distinction, but I do, and so I can be smug about your failure to come to work today.

I have ridden the 43, and it was good

A little while ago, I found out about the new 43 bus that goes underneath Dupont Circle instead of through. Today, I rode it for the first time. I almost didn’t – my usual S2 came by as I was waiting to cross I Street. I didn’t rush because I didn’t think I would make it, but then the light changed, and I still didn’t rush, and then three people made the driver open the door before the light turned green. So I would have made it with even the slightest bit of extra effort. But no matter. The 43 bus came by just a minute later. I’ve been wanting to try it, but unwilling to forgo the S2/S4. It was wonderful. But I fear it won’t last long. I got on at 3:30PM on a Monday, early rush hour, but already busy on the S2/S4. There were maybe 15 people on the bus between 15th and I and 16th and Columbia. Maybe this is normal for the route, but I can’t imagine WMATA is happy with those numbers. I did run into a problem with the stop request strings and buttons – none of them worked. I thought perhaps standing by the back door would work, or maybe that the requests were being relayed to the driver but not displayed on the big screen. But I was wrong. Luckily, a kid who wanted the stop after the one I wanted pulled on every string in the bus until one of them worked, and the bus stopped just one stop later than I wanted, and I didn’t even have to go up and ask the driver. I will definitely ride the 43 again. I won’t pass up an S2/S4, but if the 43 comes first, it’s a great alternative.