I swear most days it feels as if the vendors who supply products and software for my day job are in a competition to provide us with the absolute worst service ever.  They seem to go out of their way to take our money quickly and provide the absolute least in return.

I hate that and would fire many of our vendors if I could. Maybe that is why they treat us with such crappy service.

Recently I had a different experience but before I tell you about them I must include the details of my problem.

The Problem

I was trying to order access cards for our building access control system.  We had been using a local vendor who was supplying us with the usual piss poor service. In late August I called up my dubious vendor and ordered the cards I needed.  A month later I called back and no one knew anything about my order and we would reorder. This happened FOUR times.

Finally I decided to stop being insane.  You know doing the same thing over and over and expecting a different result. I started trying to find a new vendor online.  It turns out our system uses proprietary cards.  I contact the proprietary manufacturer who informs me I cannot buy direct but that they will have some one call me with resellers in Utah.  I wait a few days no call back. I call and leave a message on the sales rep for my area. No call back.  I don’t understand either of these companies.  I have a $500 order with cash in hand.  All you have to do is provide the product.  Finally I send an email to the sales address on their website.  A week later I get a response with four local vendors who can help me order these cards.  At the top of the list is the company that I had tried to order from originally. I sent a short email reply thanking them and informing them of my bad experience with the top supplier.  For kicks and giggles I cc’ed the head of the bad supplier.

Amazing how fast a negative email to a wholesaler about a reseller will get a response.  My phone started ringing and my email box filled up with questions from my original reseller.  I simply responded you failed and I found another supplier, a small piece of justice in my mind.

Now the whole reason I told you about this is to highlight my new supplier.

The Solution

The email I received with the reseller information included a company I had used before at Sundance. The company is Mountainland Business Systems.

So I placed a call to Mountainland Business Systems.

Ben Ashby answered the phone and told me he would gladly help me out.  He ordered the cards we desperately needed.  He asked me to email all the card information so that he could find the correct ones.  He responded to every email immediately.  He quickly had our account set up with our tax free information and he had our cards ordered.  He gave me the price upfront and an estimated time of arrival.  Something my ex-vendor didn’t ever provide.

The best part about this was that when my cards arrived Ben didn’t call me and tell me to come pick them up.  NO!!!  Ben drove out and delivered them in person.  He brought swag as well.  He also brought a coworker who is a Photo ID consultant. He asked about our operation and what other possible needs we have.  I am stoked to have them as a Fargo printer shop.  It will help with my hate/hate relationship with that damn printer.

Ben did an awesome job for his company. He did what he said he would.  He went the extra mile to provide us great service.  Ben became a hero and a valuable asset to me.  Ben exceeded my expectations and because of this I will continue to do business with him.

Kudos to Mountainland Business Systems and Thank You Ben Ashby.

So if you need help with your AMAG Access Control System or with a Fargo ID Printer Please call my new BFF  Ben Ashby at Mountainland Business Systems.

Ben Ashby –Access Control  & CCTV Consultant

Mountainland Business Systems -http://mlbs.com/

180 West 2950 South

Salt Lake City, UT 84115

801-487-8508 EXT 1214

I have a love hate relationship with my internet service provider. I love one thing… the speed but hate almost everything else.

Here are a list of things I would change if I were magically put in charge at Comcast.

Really I need to reboot my modem weekly?

Every week without fail I get to reboot my modem and my router for no reason other than it got confused.

Why does it matter to Comcast?

How the hell could I ever trust you with a business account. Could you even imagine if I had to call my clients I referred to you and have them unplug the modem and wait a few minutes and plug it back in. Now go to your router and do the same thing.  They would die.

How about saving some money by not requiring the novice user to contact you for support.

Upgrading my modem yearly

They expect me to drive to their location and stand in line for 20 minutes just to swap out my modem.

This just sucks. Can’t you mail me one and I send the other one back prepaid?

Payment…

I am a no hassle kind of customer.  Let me pay my account using a credit card or bank account and you will never ever hear from me again.  No need to send me a bill or a reminder just do your automagical bill pay and leave me the hell alone.  If I want to upgrade or buy more I will ask. Until then leave me alone.

I guess back in May my original card expired. I didn’t hear a peep from Comcast. Today I received a bill for two months payment. There was a pay by mail or a pay by phone for the low processing fee of $5.  WTF? Really I have to pay more to just pay my bill. I don’t think so.

I decided to just update my card.  I spent nearly 1 hour on the phone and in online chat trying to fix it. All I wanted to do was change my card info. My login I had record for didn’t work. I called. It took 3 tries to get to a live body.  The guy on the phone while sugary sweet was trying my patience. I was put on hold about every other question.  My time is just as valuable as yours don’t put me on hold. He transferred me and it didn’t work. I called back and the wait was longer than the original 10 minute hold time.

After several tries including putting my information in 3 times I got a live body via chat.

Why does this matter to Comcast?

I am a no hassle no frills customer. It takes nothing but uptime to make me happy. However if you make it a huge hassle to pay my bill I will become a nuisance.  Poor design makes it more labor intensive to service my needs as well as to just take my money. Streamline the process and make it easier for the customer. Don’t transfer me around for a simple billing change.

Do what you tell me you will…

I once cancelled my 2 year contract with Comcast Cable TV because they no showed  on the day of the install. After DirectTV didn’t want to help me get a DVR affordably after 8 years but would if I was a new customer, a Comcast rep came to my door promising me the moon and stars. I asked when he said tomorrow between 1 and 5.  He now showed. When I went to call my rep a DishNetwork rep appeared on my doorstep. I asked when and he installed it within an hour. I called right then and cancelled a $150 a month account.

Why does this matter?

You lost a customer for your services, all because you didn’t do what you promised. How many more are you losing? I know its impossible to please everyone all the time but you seem to constantly disappoint.

What has happened to customer service?

Over the last few months, customer services for products I have purchased and or use in my personal life and or my day job have become terrible.  I have meant to blog about them but I haven’t.

As I was browsing Facebook I saw a video post by a friend who posted a video about poor customer service. The company the video is about is Delta Airlines.

In my mind, the airlines are doing all they can to screw customers over.  And apparently Delta did to one poor guy.

The simple story:

Delta Airlines charged a local guy $200 to check his custom triathlon bike on a flight. During transit and or the handling of the bike, it gets destroyed. The bike is a custom triathlon bike. Delta won’t pay for the bike and won’t even refund his baggage fee despite the fact that the bike is a total loss.

Here is the video explaining why you shouldn’t fly Delta Airlines with a bike.

The video also advertises the posters website.  www.triandgiveadam.com. Apparently the video poster is James Lawrence.  James is trying to raise money to build dams in Kenya by doing 20 half-Ironman triathlons in 30 weeks.  His bike was destroyed while traveling back from a triathlon. It was a custom bike donated by a sponsor.

The Cause

“Give a Dam”  Quiet Way is working with the Kenyan government and Kenyan engineers to build approximately 1,000 water retention systems throughout Northern Kenya to relieve drought.  Each dam approximately between $10,000 and $15,000 to complete ($1,000,000-$1,500,000 total). The first two dams have been built, and began filling with water in November, 2009.  Studies are being done to insure that the design is self-sustaining, and effective.

“Famine relief” Quiet Way provides food staples to communities in Northern Kenya, currently suffering from drought and famine, until the “Give a Dam” water retention systems are in place to provide long-term relief.  Costs of feeding these communities is about $5 per person for a week.  (There are currently 3 million Kenyans starving due to drought.)

What do I think?

I think it’s a great cause. I hope my readers all donate at least $5 or at the very least post the video and share the charity website.

I think Delta should replace the bike and donate to the worthy cause as a way of making amends for horrible customer service.

The internet became the great equalizer of men when it became a medium for the customer to exact justice upon a particularly bad experience. Every year I am reminded of a bad snowmobile rental experience.  Recently I have received over 20 emails asking me about Golden Rentals in Murray, Utah.  I should have saved them all to post.

I post this on my main blog again as a warning to others not to do business with this company.

I recently received this email.

Eran,

I had a similar bad experience with Golden Rentals.  I rented two snowmobiles on Easter weekend.  One died after 20 minutes – stranding us deep in the woods.  I tried and tried to get through to Golden Rentals on the phone.  Laterin town I also tried the internet, where I saw your posting.  We spent the weekend working on the flooded out snowmobile to no avail.  We finally towed it out and wrestled on to the trailer.  We had a miserable weekend.  Over the phone I asked for a partial refund or credit.  I explained to Kelly that we all had a miserable time – me working and my wife and kids waiting . Kelly said we were lucky because he had us pick up the snowmobiles a day early.   I told Kelly at Golden that I was going to make a similar internet posting to other disappointed clients.  He said he would rip it out and tape it to my forehead.

Please add this account to your posting.
I filed a complaint with the BBB.
Thanks,
Name Removed

If you don’t believe me the following

The Better Business Bureau Gives them an F

CitySearch has to say about Golden Rentals.

Rip Off Report Golden Rentals

Below is a repost of my experience.

Original Post: Snowmobiling in the Spring March 20, 2004
The Peacocks and the Bairs went off on a snowmobiling adventure. While we had fun it was because of the company not because of the snow mobiles we rented. Please never rent from Golden Rentals 4340 S 300 W # E, Murray, UT 84107 Phone: (801) 263-2301

We complained about the poor quality and maintenance of the snow machines to Golden Rentals both during our outing and upon the return of the rentals. We asked only for a discount due to the hassle of having to do our own trail repairs.  Golden Rentals wouldn’t budge. They acted as if we were lucky to get machines. In truth it was late in the season and the snow was well into the melt.  We were snowmobiling in mild temperatures and sun shine.

Lucky for us the snowmobile world is super friendly and only too happy to help, a big kudos to Utah snowmobilers.

I am sad to report that the place we rented our snowmobiles from wasn’t that good. To be quite honest they sucked.

I cannot recommend Golden Rentals. NEVER EVER RENT FROM

Golden Rentals, 4340 S 300 W # E, Murray, UT 84107 Phone: (801) 263-2301

This guy rented us 2 snowmobiles that were 10 years old at least. They were poorly maintained and didn’t run very well. We paid top dollar to rent snow machines and have a fun weekend. We ended up spending much of our time digging out the machines that didn’t have enough power to go up the slightest of hills. One of them kept eating belts. The man who rented us them didn’t care. I am adding this post to warn others in the Salt Lake City Utah area not to rent from Golden Rentals.

I didn’t personally rent these sleds but I did pay the bill. I understand that rental vehicles are abused. These two sleds were very used with mileage over 8k on each. One of the sleds ate belts (3 in an afternoon) and also suffered engine performance issues. I just want anyone who is thinking about going cheap in Utah Snowmobile Rentals to remember DON”T RENT from Golden Rentals in Murray, UT. Thats right folks Golden Rentals Murray Utah…

If you are Golden Rentals and think this review is unfair or biased. Email me and we can discuss.

Photos from our Adventure

I was recently surfing the web looking for some product I needed to buy. I of course went to Wal-Mart’s website. It’s the endless selection of items that helps me determine if I want, need or can afford a product. While meandering through I found a link to Wal-Mart facts its goes to http://www.walmartfacts.com. This site had two quotes by Sam Walton that I found to be very profound.

“The secret of successful retailing is to give your customers what they want, And really, if you think about it from the point of view of the customer, you want everything: a wide assortment of good quality merchandise; the lowest possible prices; guaranteed satisfaction with what you buy; friendly, knowledgeable service; convenient hours; free parking; a pleasant shopping experience.”  Sam Walton Founder of Wal-Mart

In this statement, Sam Walton defined man’s hierarchy of shopping needs.

“You love it when you visit a store that somehow exceeds your expectations, and you hate it when a store inconveniences you, or gives you a hard time, or pretends you’re invisible.”  Sam Walton

Dishnetwork Sucks

Lately I have been wondering where the service in business has gone.  This last week I was underwhelmed again. This time it was by DishNetwork.

Last October I shared the story of DirectTV and Comcast losing my business to DishNetwork.  Well now Dishnetwork has crapped on me.

In the beginning of this month I decided it was time to become a two TV home. It wasn’t because we couldn’t afford it but that I believe TV to be a waste of my time.  I came to the point where I had enough of Sponge Bob.  We purchased a 40 inch Samsung  LCD from BestBuy.

We got the TV home and wanted to hook it up to our DishNetwork receiver. We were told when we started our service the receiver we would get would support two TV’s.  It turns out it did not.  Ok not a big deal but it seemed like poor customer service.

I call DishNetwork and ask what can I do?  DishNetwork informs me that we can sign a new two year agreement to get a second receiver.  Ok I don’t want to sign a two year agreement… well you can buy it for $250 with no installation.

We chose a new two year agreement.

About a week into our new receiver it starts turning off randomly and not being able to turn back on.  We go away for a few weeks and come back and its worse despite not being on for 14 days. I call customer service.

Customer service runs me through a ton of rigmarole of mostly changing cables and playing with my TV settings. I tell the tech support person look it’s not the cables it’s not the TV it’s the box. It worked before and nothing has changed with the cables or the TV. The problem is that the box won’t turn on or reset. The tech again has me try to reset the box using the power button using the remote control using the box itself.

UPDATE: The fan on the box failed and it over heated constantly causing this problem. When the fan would kick on it would work properly. It also started showing over heating warnings on the screen. For kicks I put a room fan pointed at the box up close and it worked.

UPDATE #2: We have had the second dish box for 32 days.  Now the remote control doesn’t work.  I want to be crystal clear here this box and remote are for my bedroom TV. It gets used for an hour or two a day with 0 kid usage. WTF?

I finally demand a new box.

The tech agrees and then proceeds to tell me it will take 5 business days to get a new box.

What the hell?  It took you 12 hours to get someone out to install a new box on my TV but 5 business days to replace a defective box.  Incredible stupid…

I ask for a discount on the month and Dishnetwork said no.

I think this problem could easily be addressed. Why not let the installation company come and service dish problems?  The Dish tech could identify it quickly and easily that it’s a box problem and replace it. The installer could then easily take the defective one and wait the 5 days for its replacement.  The installation company could have several in stock for problem machines. The customer is happy because downtime is minimized.

If it costs too much you could add it as a monthly service plan.

Instead Dishnetwork leaves there customer hanging without TV for 5 business days despite it not being the customer fault..

Why is it that some people have more trouble with their cars than others? I rarely have any trouble but my wife on the other hand attracts trouble like bees to honey. Last night she comes out to her car and it has a flat tire. I am home babysitting the kids Sydney and Zach. We have a foster child for any of those who didn’t know. I don’t have the car with the car seat so I can’t help. Luckily I was in the basement and didn’t hear my cell phone.

Today my wife works all day from 9 to 5. No biggie we will just change the tire after work. It then hits me that another wife car incident has rendered the spare tire and wheel unusable. My sister stops by so I beg and borrow her car to take care of this issue. My wife’s car is in the Wal-Mart parking lot. Happy happy joy joy I am there on a Saturday morning. To my surprise the parking spot next to her car is open. I pull up with Zach or as I like to call him “stand in my way please”. I open up my sister’s trunk and pull out my manly Craftsman 5 ton jack all the while people stare. Hello haven’t you seen a car with a flat tire before? I loosen the lug nuts as more passersby stare as if I am stealing the flat tire. I mean after all most thieves steal flat tires instead of good tires right? So I jack up the car and put a jack stand under the frame, a very common practice. For some reason this freaked some lady out. She asks, “Are you just going to leave it like that?” Um yes I am going across the street with the tire to get it repaired. Really I should have said Blank off you blankety blank blanker… but I didn’t. “It doesn’t seem safe.” It is but why if you don’t feel safe you don’t stand next to it.. “Well I don’t know…” Exactly you don’t know so shut up and go on about your way… Isn’t there someone else who needs chastisement more than I? Who honestly stands in the Wal-Mart parking lot heckling people change their flat tire? Granted it was Saturday Hell at Wal-Mart but give me a break.

I share with you this one story due to the service I received at Les Schwab Tires. I drove in with a tire my trunk on a Saturday morning. The place seemed busy but someone still greeted me at my car and asked what I needed. I was a little shocked since most businesses don’t really care. The tire person took my tire and said it would be 25 minutes. I told him I couldn’t wait but I would be back later. He took my phone number and I was off. I drove down the road and filled up the car with gas after I was done my phone rang and it was Les Schwab. My tire is fixed and ready to pick up. I stop back by and pick up the tire and then they didn’t charge me anything for it. Wow what a surprise? My point is service like this is what used to be the norm but now it’s the rare exception. So if you are looking to buy tires in Lehi or American Fork Utah, I would recommend Les Schwab.

Les Schwab of AMERICAN FORK (801) 492-0538 485 N 900 W American Fork, UT 84003-5204