Daily Whine2009-01-07T17:32:40ZStuart MoscoeCopyright 2009, Stuart MoscoeSPHPBLOGBell Sympatico High Speed Service Contract Negotiation Nothing had changed on my account, so the extra $10 seems unwarranted in my opinion. I do not need a new modem or any extra services.
Below is the chat session I had with a Bell representative on their web site. It took about 1 hour, but I finally got what I wanted. I think I just outlasted them.
Here is the chat.
System Welcome "Customer Name".
System
Connecting to server. Please wait...
System
Connection with server established.
System
Vijay (SCI-11624) has joined this session!
System
Connected with Vijay (SCI-11624)
Vijay (SCI-1162 4)
Hi "Customer Name", welcome to Bell Internet Services, my name is Vijay (SCI-11624). By looking at the option you have selected, I see that you have questions regarding your account, how may I assist you with this?
You
I would like to renew my contract for internet service at 37.95/month
You
I noticed that it expired in August.
You
As a result, I was charged $50 in September
Vijay (SCI-1162 4)
Thank you for the information.
Vijay (SCI-1162 4)
I can help you with that.
Vijay (SCI-1162 4)
May I put you on hold for while?
You
ok
Vijay (SCI-1162 4)
Meanwhile I check with your account and let you know.
Vijay (SCI-1162 4)
Thank you, Stuart.
Vijay (SCI-1162 4)
Give me a moment, please.
Vijay (SCI-1162 4)
Thank you for your patience.
Vijay (SCI-1162 4)
I have checked with your account and you are in DSL High Speed Product service.
Vijay (SCI-1162 4)
And the price plan is $47.95/m
You
I have signed a 12 month contract each of the last 2 years to reduce it to $37.95
Vijay (SCI-1162 4)
Yes, I can understand.
Vijay (SCI-1162 4)
However, we don't have dsl high speed service any more. We have the implemented high speed service to Dsl performance with more features and benefits.
Vijay (SCI-1162 4)
Can I explain about dsl performance service?
You
My service has not changed. I am still using the same equipment that I have had since I started using Bell Sympatico many years ago.
Vijay (SCI-1162 4)
Yes, you are correct.
You
I do not want a new service or new equpment
Vijay (SCI-1162 4)
Yes, I can understand.
You
I just want a 12 month contract at a lower price like I have had in the past.
Vijay (SCI-1162 4)
Give me a moment, please while I have word with my supervisor and let you know.
Vijay (SCI-1162 4)
I could see that you're a long term client of Sympatico, I would like to take this opportunity to appreciate your loyalty towards Sympatico, Thank you for being with Sympatico.
Vijay (SCI-1162 4)
Thanks for waiting, I haven't forgotten you! I really appreciate your patience.
You
The price I am paying now is the same as your Total Internet Max 10 service.
You
Howerver, I only need the Total Internet Performance Service for $37.95 per month.
Vijay (SCI-1162 4)
Yes, I can offer you the price plan as $37.95/m plus modem fee $2
Vijay (SCI-1162 4)
May I know have you bundled your service with bell?
You
I have paid for the modem over the years. I am not paying an additional fee for an old modem.
Vijay (SCI-1162 4)
It will be applicable for all Sympatico customers.
Vijay (SCI-1162 4)
So, we are not able to waive off the modem fee.
You
I will call the business office. You have not been helpful. I should not have to pay more than your current promotional price.
You
which is 37.95
You
there is no modem fee in the promotinonal price
Vijay (SCI-1162 4)
Yes, I can understand. As I am frontline chat agent is the price plan I can offer you.
You
Then pass me to a supervisor
You
If you don't have the authority to make a deal, than I should be dealing with someone who does.
You
Why should a long term customer get a more expensive deal than a new customer?
Vijay (SCI-1162 4)
Yes, I offer you $37.95/m as your requested.
You
When does it start?
Vijay (SCI-1162 4)
But, you need to $2 modem fee
You
pass me to a supervisore. There is no modem fee on packages for new customers
Vijay (SCI-1162 4)
Give me a moment, please while I transfer your chat session to my supervisor.
System
You are being transferred to another Agent. Please stand by...
System
Vijay (SCI-11624) has left this session!
System
Jigna (SCI-9275) has joined this session!
System
Connected with Jigna (SCI-9275)
You
I would like the same rate as is offerred to new customers for the performance package. There is no modem fee.
You
37.95
Jigna (SCI-9275 )
Hi Welcome I am the floor supervisor.
Jigna (SCI-9275 )
Give me few minutes to review the chat session.
Jigna (SCI-9275 )
Okay. I offer you $37.95/m as your requested.
You
no modem fee?
Jigna (SCI-9275 )
Let me explain about the modem rental.
Jigna (SCI-9275 )
The modem rental $2 is mandatory for the all the customers.
You
I have an old modem that has long since been paid for. I do not want any new equipment.
You
My service is working for me.
You
I just want to sign a new contract at 37.95 total.
Jigna (SCI-9275 )
Okay.
Jigna (SCI-9275 )
I understand.
You
When will the new price start.
Jigna (SCI-9275 )
The price plan is $37.95/m.
Jigna (SCI-9275 )
The $2 charge for modem rental for every month is mandatory. plus taxes fro the first 12 months.
Jigna (SCI-9275 )
so you monthly bill will be $37+$2 modem rental + taxes.
You
I will call the business office. You have wasted my time. If I am not satisfied, I will switch to another service.
Jigna (SCI-9275 )
The modem rental is what you are already charging in the very month bill.
You
I did not pay a modem rental fee in my last 2 years.
Jigna (SCI-9275 )
Give me few minutes I will check.
You
There is no modem rental fee for new customers on a 12 month contract.
You
Why are you charging existing customers more than new ones?
Jigna (SCI-9275 )
Let me explain that also please
You
Existing customers should get better offers, not worse.
You
It costs less to keep a customer than to get a new one.
Jigna (SCI-9275 )
Give me moment please.
You
Therefore existing customers should pay less not more.
You
you need to type fasters.
Jigna (SCI-9275 )
In order check your account information, please give me moment.
It says 37.95 for 12 months. there is not modem fee.
Jigna (SCI-9275 )
And click on "details" in the bell Internet performance.
Jigna (SCI-9275 )
I will guide to the another link,
Jigna (SCI-9275 )
In the link, please "click on conditions apply*"
You
I did, but the conditions should be on the same page.
You
That is misleading advertising and is against the law.
You
The price should say 39.95, not 37.95.
Jigna (SCI-9275 )
I understand staurt.
You
there is no link or asterisk beside the price to indicate that there are conditions other than what is visible on the page.
You
If you understand, does that mean you agree with me and the advertising is wrong?
You
I understand implies that you agree with me.
Jigna (SCI-9275 )
In the link you can able to see" Certain conditions apply " in blue color.
You
The conditions link is at the bottom of the page in small print. It is not obvious. This is a misleading page.
Jigna (SCI-9275 )
The best I can do you is, we offer you $37.95 + taxes for next 6 months.
You
And then I have to go through this again in 6 months? I think 1 year is better. Give me 12 months and you have a deal.
You
I don't need the extra features of the service.
Jigna (SCI-9275 )
Umm, give me minute.
You
I don't need a new modem, I don't need the security services since I am on a Mac. I don't need any more email addresses.
Jigna (SCI-9275 )
Now, you are in high speed.
You
Yes , I am using High speed now.
Jigna (SCI-9275 )
I will not do modification in you account, so you can continue with same products with $37.95 + taxes for next 12 months.
You
ok, that is fine with me.
You
what is the next step.
Jigna (SCI-9275 )
I will the necessary adjustment so that you billed as we promised.
Jigna (SCI-9275 )
Is there any else i can do for you now.
You
no, that is all. Thank you.
Jigna (SCI-9275 )
Thank you for choosing Bell, and have a great day. To help us to continuously improve our level of support I invite you to complete the survey that will appear in the window from which you launched the session. Furthermore, download our free Internet Check-up software from Bell for a chance to win a HP Pavilion Entertainment Notebook, one year free Sympatico Internet, a 19” HP LCD monitor, or a 4GB Samsung MP3 player. Go to: www.bell.ca/internetcheckup to enter the contest.
]]>http://whine.smphoto.com/index.php?entry=entry080923-1210572008-09-23T00:00:00Z2008-09-23T00:00:00ZIntel Abysmal Customer Support Email Page You first have to know which product you need support with. If the product is not on the list, then you cannot send tech support an email. If you choose any product on the list, either you are directed to the download centre or you get a "Server Unavailable" response. At no time do you get a form or an email address to send a message to. I understand that Intel is a huge multinational corporation, but to treat customers in this incredibly impersonal way is horrible. I guess that is what you get when a company has a virtual monopoly in the microprocessor market.
The product I need help with is a PCMCIA Dayna Communicard Ethernet adapter. I need the Macintosh drivers for this card in order to use it with an old Macintosh Powerbook 1400c running Mac OS 8.6. Intel used to distribute this card and the software used to reside at the following link: http://downloadfinder.intel.com/scripts ... uctID=440.
As an aside, the domain name dayna.com which was probably owned by Intel at one time, is now a portal for pornography websites. Intel has made a serious error in letting the ownership of this domain out of their grasp and potentially tarnishing their image.
I then went and filled out a form on their website feedback page. I received the following response in an email from their server:
Your email was not delivered to Intel. (LTK419016941941X)
Thank you for contacting Intel.
An email *apparently* sent from your email address to Intel has been identified by our automated email routing system as unsolicited commercial email. If you are attempting to contact Intel, please visit http://www.intel.com/feedback.htm for additional contact options.
Please accept our most sincere apologies if your valid customer support email was accidentally misidentified as unsolicited commercial email. When you recontact Intel, please mention that your original email was captured in one of our filters, along with the approximate date and time you sent your original email, and we will do our best to insure it does not happen again.
Thank you for your patience and understanding.
I did use their feedback forum but it was rejected. Obviously, Intel wants no contact with their customers!!!
Followup: I received a response from Intel customer support today. Please read below.
Hello Stuart,
Thank you for contacting Intel(R) Technical Support.
Please note that the product drivers you are asking for are not provided by Intel(R) anymore since is a very old adapter.
Please be aware that almost any old driver is available in Internet to download, searching for “Dayna Ethernet drivers” in Google* has provided several options, between them you will find this: http://www.intel-drivers.com/Intel-driv ... 30_1.shtml
NOTE: This link is being offered for your convenience and should not be viewed as an endorsement by Intel(R) of the content, products, or services.
Please note that website does not have any connection with Intel(R) but you might be able to find the drivers you are looking for; we have receive many complaints regarding our website and we are always trying to improve it.
We are very sorry for all the inconveniences you find during your support inquiry.
Intel is a registered trademark of Intel Corporation or its subsidiaries in the United States and other countries.
*Other names and brands may be claimed as the property of others.
I then responed as follows:
Thank you for your reply.
The link you found does not link to any actual downloadable file. When the link is selected, a new window pops up with more ads, but no file downloads. I think that this site is strictly a advertising web site. Every other site on the internet either does not have the drivers or has a corrupted file. How old a product is does not mean that the product is not usable. Just because Intel does not sell the product any longer, does not mean you cannot provide the drivers on your site.
I was able to find the drivers on an old Mac OS 8.1 installer disc. This information was mentioned in a post I found on the internet about this subject. However, it would have been easier if Intel had maintained the drivers on your site.
In addition, I find it odd that Intel gave up ownership of the Dayna.com domain name and now it is page that links to Porn sites. One would think that Intel would be more responsible than that.
Have a nice day.
]]>http://whine.smphoto.com/index.php?entry=entry080722-1520442008-07-22T00:00:00Z2008-07-22T00:00:00ZWalmart Return When I got to the return counter, the customer service person told me that it was more than 90 days from the purchase date and that they would not take the return. I explained that the bag was defective and that I did not have the time before now to return it. She insisted that Walmart has a 90 day return policy.
Then I remembered something that I had heard on CBC radio on Brent Bambury's Saturday morning show called "Go". He had a guest, "Lisa Merchant", who decided to use the same techniques used by automated telephone customer service systems. The technique is to inform the person you are talking to that you are recording this conversation for quality purposes.
I pulled out my Sony Clie, a Palm OS PDA, pressed the record button and told the customer service person that I was recording this conversation for quality purposes. I then asked her what the policy was and whether she would give me a refund for the lunch bag. She told me that the policy was 90 days. She then changed her mind and said that she wanted me to go home happy. She then proceeded to give me a gift card for the value of the lunch bag.
The audio link is below. http://webserver.smphoto.com/audio/080418000.WAV]]>http://whine.smphoto.com/index.php?entry=entry080418-2248342008-04-19T00:00:00Z2008-04-19T00:00:00ZChicken leg packaging Just then, a woman heard my question/whine and she replied as she walked by saying "just to irritate you."
I had to smile and laugh.]]>http://whine.smphoto.com/index.php?entry=entry060808-1108242006-08-08T00:00:00Z2006-08-08T00:00:00ZBraun: A company stands behind their products After getting over my shock at my stupidity, I cleaned up the mess. The next week, I called Braun to find out if I could buy a replacement caraffe. The customer service person was very polite, took my name and number and said that someone would get back to me in a couple of days.
I did not hold out much hope, so I went to a housewares store and purchased a replacement espresso caraffe for $10. However, the top from the old caraffe did not fit properly and when I used the espresso machine the next weekend, there was a bit more mess to cleanup.
Today, just after lunch, I got a phone call from a Braun representative. She said that they found a replacement caraffe in old stock and that they would ship it to me. I asked them how much it was and she said that it would be shipped at NO CHARGE!!!
Wow, what a company. What good relations. I will definitely keep Braun in mind whenever I need any small appliances.
Followup: The replacement carrafe arrived about 1 month later.]]>http://whine.smphoto.com/index.php?entry=entry060329-1423592006-03-29T00:00:00Z2006-03-29T00:00:00ZIllegal service charges About a month later, I received a letter/statement from the York University Parking and Tranportation services department informing me that I had "Failure to display a valid permit, pass or daily stub" charge of $40 along with an administrative charge of $5. Life went along and a month later, I received another statement adding another $5 administrative charge. This went on for another couple of months until I had accumulated $20 in administrative charges.
Since York University is private property, they cannot issue parking tickets that are administered by any level of government. They must send statements and try to collect the fees by either refusing to let people graduate, withhold transcripts or take the offender to small claims court. No one in my family attends York University at this time, so I am not worried about transcripts or graduating. The fear of being sued in small claims court does not scare me, however I thought it might be prudent to contact the parking services department to work out the issue.
In February 2006, I spoke with an agent of the parking services department. I explained that I was only dropping my son off at the track and field centre and that I did not receive any ticket of my offense at the time. She was helpful and agreed to reduce my fine to the normal charge on a Saturday, which is $7. I agreed to pay this amount in order to clear up the account. However, she said that I would also have to pay for the 4 months of "Administrative Service Charges" of $20. I refused to pay this on the grounds that the charge of $5 per month is excessive and may in fact be illegal. She said there was nothing she could do and that I would have to speak to her supervisor who was busy at the time.
Instead of getting into another discussion explaining the law to a parking services employee who might not have enough education to understand, I decided to take the following action. I have written the following letter:
March 28, 2006 York University Parking and Transportation Services 222. William Small Centre 155 Campus Walk 4700 Keele St. Toronto, ON M3J 1P3
RE: Account No. 141941
To Whom It May Concern:
I have received a statement from your department informing me that I owe a fine of $40 for failing to display a valid permit. I spoke with one of your agents and informed her that I was only dropping off my son at the Track and Field centre for a training session with his coach on Saturday October 15, 2005 and I had not received a ticket. She said that she would reduce the fine to the charge of $7 which is the normal charge for parking on a Saturday. I agreed to pay this amount, however, she then told me that I would have to pay the administrative service charges which had accrued to that date. However, according to Section 347 of the Criminal Code of Canada, it is an offence to: • Enter into an agreement or arrangement to receive interest at a criminal rate, or • Actually receive payment or partial payment of interest at a criminal rate. A "criminal rate" is defined as an effective annual rate of interest that exceeds 60% on the credit advanced under the agreement or arrangement. For the purposes of the Criminal Code, interest includes fees, charges and expenses whether in the form of a fine, penalty, commission or other similar charge or expense.
Therefore, York University Parking services is committing a criminal code offence by charging this administrative fee. Since my charge was reduced to $7, this administrative fee is equivalent to an annual rate of 857% interest. This is clearly beyond the legal maximum rate. Also, since I never signed any document indicating that I would pay any administrative service charges or interest, these charges are exorbitant as well as being illegal.
I have sent this letter along with a cheque for $7 to pay my account. If this cheque is cashed, it will be considered my full payment for the offense committed and no other charges will be paid. If however, you choose to not accept these terms, then this cheque must be returned to the address above by registered mail.
By using this method, I am ensuring that I have made every effort to settle this matter, and if they decide to sue me, I will have either the cancelled cheque to prove that I paid the charge, or the refusal of my settlement offer. Small claims courts prefer that adversaries work out their differences without actually taking up the court's time.
I will add to this post once I find out if they cash the cheque.
Followup: The university has cashed my cheque and I have not received any more notices from them. ]]>http://whine.smphoto.com/index.php?entry=entry060328-1155372006-03-28T00:00:00Z2006-03-28T00:00:00ZGas Station Etiquette While I could have gone around, it seemed that she could have done the courteous thing in the first place and pulled forward to allow another car in behind her. In order for me to use the second pump, I would have had to pull around her and then back up into the lane. Since I drive a minivan, this maneuver is not as easy as it sounds. Also, the second spot in the lane allows the driver to exit the gas station quickly since there is no one in front of the driver in the lane. So in fact, taking the second spot in a lane of pumps is the better spot, so I was quite surprised at her reaction.
Please keep any comments polite. Thank you. Stuart.]]>http://whine.smphoto.com/index.php?entry=entry060321-1524452006-03-21T00:00:00Z2006-03-21T00:00:00ZMy First Entryhttp://whine.smphoto.com/index.php?entry=entry060309-1026442006-03-09T00:00:00Z2006-03-09T00:00:00Z