I received a call tody from an "investigator" with DHL. As you may recall, I sent my iPod to Apple for repairs weeks ago. Apple coulnd't fix the iPod, so they sent me a new one. It never arrived because a DHL employee apparently stole it en route to my house.
I've been waiting for more than a week for Apple and DHL to sort this out and send me a new iPod. It's not looking good.
Today the investigator with DHL told me that a local police department was building a case against a DHL employee they believe stole my iPod. They havne't formally filed charges yet, so I haven't been given the thief's name. I'm looking forward to getting his name.
Anyway, the investigator also gave me the unbelievable news that police had also recovered my stolen iPod. I never expected them to find it. I just assumed Apple would have to send me a new one. Since my stolen iPod has been recovered, Apple's default policy is to wait for that iPod to be returned to me.
Unfortunately, the police won't be releasing my iPod anytime soon. I was told the cops will hold onto it until the case against the thief resolved in the courts.
Now, as a reporter who covers cop news quite a bit, I know what this means. A simple felony larceny case can take up to 10 to 12 months to resolve in the district court system in Masschusetts. The investigator confirmed this for me when he said the police would hold my iPod from between one week and one year. One year? I have to go without my iPod for one year?
Well the investigator said he'd contact Apple, himself, and try to sort this out. He said he'd get Apple to send me a new iPod. Only problem is, who is he supposed to talk to at Apple? As I documented earlier, Apple does not have business process for dealing with this type of situation.
The DHL investigator asked me for the name of the person at Apple I've been dealing with. I had to break the news to him. There isn't a person I've been dealing with. All I have is an anonymous customer service email address that sent me an update last week. It told me I could reply to the email, but there was no human name attached to it. My reply has gone unanswered, so this investigator is likely to have very little success in getting anyone at Apple to talk to him.
Apple has deindvidualized customer service so masterfully that I may not have an iPod again for nearly a year. Apple chose to ship my iPod via DHL. You would think they'd take responsiblity when the shipper fails to deliver. Instead, they bury me in red tape.
Monday, January 30, 2006
So that's why I have nothing in the bank!
Martin Crutsinger, an AP economics writer, gave us this report today:
That can't be good, right? Crutsinger speaks to several economic analysts to reinforce the fact that no savings equals a bad outlook for the nation's future, particularly baby boomers looking to retire.
But I have a real problem with some of the analysis into why Americans aren't saving.
Hmm, I don't save very much money, but it isn't because of the soaring value of my home. I rent! The same goes for a lot of my friends. None of us are saving any money because we're just struggling to make ends meet. I'd love to save money. And sometimes I pull it off. But the fact is, I don't make enough money to save.
I don't go on vacations. I don't buy expensive large ticket consumer goods. I simply pay the bills: student loans, energy bills, car insurance, car payments and rent. All that adds up to a break-even lifestyle. Yeah, I work in an industry that profoundly undercompensates its employees. But a lot of my friends outside of the industry are also having trouble.
We don't "feel wealthier" because of the "soaring value" of our homes. We're just broke.
One question Crutsinger should have answered for himself before filing this story. What percentage of Americans don't own homes? And what is their savings rate? I bet it's just as low. And that's more troubling than the savings rate of homeowners. Wages in this country are stagnating more and more. A lot of people aren't saving money because they just don't have the money to save. They can barely keep up with the cost of living.
Cotsinger should be asking why that's happening, instead of listening to analysts who are pushing their latest white papers.
Americans are spending everything they're making and more, pushing the national savings rate to the lowest point since the Great Depression.
That can't be good, right? Crutsinger speaks to several economic analysts to reinforce the fact that no savings equals a bad outlook for the nation's future, particularly baby boomers looking to retire.
But I have a real problem with some of the analysis into why Americans aren't saving.
This time the reasons for the negative savings rate are vastly different. Americans are spending all their incomes and then some because they feel wealthier because of soaring value of their homes, which for many Americans is the largest investment they own.
Hmm, I don't save very much money, but it isn't because of the soaring value of my home. I rent! The same goes for a lot of my friends. None of us are saving any money because we're just struggling to make ends meet. I'd love to save money. And sometimes I pull it off. But the fact is, I don't make enough money to save.
I don't go on vacations. I don't buy expensive large ticket consumer goods. I simply pay the bills: student loans, energy bills, car insurance, car payments and rent. All that adds up to a break-even lifestyle. Yeah, I work in an industry that profoundly undercompensates its employees. But a lot of my friends outside of the industry are also having trouble.
We don't "feel wealthier" because of the "soaring value" of our homes. We're just broke.
One question Crutsinger should have answered for himself before filing this story. What percentage of Americans don't own homes? And what is their savings rate? I bet it's just as low. And that's more troubling than the savings rate of homeowners. Wages in this country are stagnating more and more. A lot of people aren't saving money because they just don't have the money to save. They can barely keep up with the cost of living.
Cotsinger should be asking why that's happening, instead of listening to analysts who are pushing their latest white papers.
Thursday, January 19, 2006
browsing the FEC web site
All this talk about Jack Abramoff has drawn me back to one of my favorite online databases: The Federal Election Commission. Sure, there isn't a lot of detail here but it's still fun to check out.
When I was in grad school I performed a thorough examination of every political contribution David Duke ever received for his various campaigns for senator, president, etc. Remember him? He was the former Ku Klux Klan leader who decided to go "legit" and become a politician. He did manage to win a seat in the Louisiana legislature, as a representative for a New Orleans suburb. But his other campaigns never really flourished. Anyway, I was interested in seeing who was contributing money to Duke's campaigns. Then I cross-referenced all those donors to see what other politicians these people supported. It wasn't a scientific study by any means, but I did see some interesting things. Duke's supporters really liked to give money to Jesse Helms and Pat Buchanan. And many of them also seemed to really hate Hillary Clinton. Why else would a bunch of Louisiana Republicans donate money to Rick Lazio, the empty suit Long Islander who ran against Hillary during her initial senatorial campaign?
Anyway, the FEC database allows you to search campaign donations by occupation. Just for fun, run a search for lobbyist. See how many lobbyists pop up as campaign contributors in federal elections. Then bear in mind that people aren't required to list their occupations. In fact, they rarely do... Well, Bill Clinton always does. Apparently he likes to fill in the line for occupation with the words "Former U.S. president."
Of course, the number of lobbysists who brazenly disclose their occupation is depressing. Even more depressing is seeing some of the names of these lobbyists. Within half a minute I noticed one "lobbyist, who until 2004 was a U.S. senator. John Breaux, D-Louisiana. I guess this is a growing trend, since at least 272 former members of Congress have registered as lobbysts since the Republicans "signed" their Contract with America more than a decade ago.
I am of two minds about the Abramoff scandal. Part of me really enjoys watching the Republicans scatter and duck for cover. After all, this is a Republican scandal, no matter how much the MSM tries to "Fair and Balance" the story by insinuating that Democrats are also in trouble. That's BS.
On the other hand, the scandal is disheartening to someone left of center like me, because aside from theh Abramoff mess, it's pretty clear that lobbying is out of control for both parties. Only the Democratic Party's lack of power is protecting it from scandal, I think. Who lavishly lobbies the minority party?
In any case, the Abramoff scandal is not cause for celebration for liberals. Both parties are bought and paid for. Think about it. You just read that sentence "Lobbying is out of control" and said to yourself, yeah, so? Tell me something I didn't know, Mr. Obvious.
It shouldn't be this way. Lobbyists basically write legislation and rules and regs these days. Everyone knows it. But it's barely news anymore.
When I was in grad school I performed a thorough examination of every political contribution David Duke ever received for his various campaigns for senator, president, etc. Remember him? He was the former Ku Klux Klan leader who decided to go "legit" and become a politician. He did manage to win a seat in the Louisiana legislature, as a representative for a New Orleans suburb. But his other campaigns never really flourished. Anyway, I was interested in seeing who was contributing money to Duke's campaigns. Then I cross-referenced all those donors to see what other politicians these people supported. It wasn't a scientific study by any means, but I did see some interesting things. Duke's supporters really liked to give money to Jesse Helms and Pat Buchanan. And many of them also seemed to really hate Hillary Clinton. Why else would a bunch of Louisiana Republicans donate money to Rick Lazio, the empty suit Long Islander who ran against Hillary during her initial senatorial campaign?
Anyway, the FEC database allows you to search campaign donations by occupation. Just for fun, run a search for lobbyist. See how many lobbyists pop up as campaign contributors in federal elections. Then bear in mind that people aren't required to list their occupations. In fact, they rarely do... Well, Bill Clinton always does. Apparently he likes to fill in the line for occupation with the words "Former U.S. president."
Of course, the number of lobbysists who brazenly disclose their occupation is depressing. Even more depressing is seeing some of the names of these lobbyists. Within half a minute I noticed one "lobbyist, who until 2004 was a U.S. senator. John Breaux, D-Louisiana. I guess this is a growing trend, since at least 272 former members of Congress have registered as lobbysts since the Republicans "signed" their Contract with America more than a decade ago.
I am of two minds about the Abramoff scandal. Part of me really enjoys watching the Republicans scatter and duck for cover. After all, this is a Republican scandal, no matter how much the MSM tries to "Fair and Balance" the story by insinuating that Democrats are also in trouble. That's BS.
On the other hand, the scandal is disheartening to someone left of center like me, because aside from theh Abramoff mess, it's pretty clear that lobbying is out of control for both parties. Only the Democratic Party's lack of power is protecting it from scandal, I think. Who lavishly lobbies the minority party?
In any case, the Abramoff scandal is not cause for celebration for liberals. Both parties are bought and paid for. Think about it. You just read that sentence "Lobbying is out of control" and said to yourself, yeah, so? Tell me something I didn't know, Mr. Obvious.
It shouldn't be this way. Lobbyists basically write legislation and rules and regs these days. Everyone knows it. But it's barely news anymore.
Revenge of the Apple
Good news, I received this email two days after my DHL/Apple customer service nightmare.
Thank you for selecting AppleCare Repair Service to service your Apple
product.
Currently, Apple is investigating the status of the shipment of your
product from Apple's iPod repair facility. Our records indicate that your
iPod shipped via DHL on 1/11/2006 using tracking number [deleted]. We
expect to complete the investigation within five business days and will
contact you by phone or email with the results. If we locate your iPod,
we will promptly return it to you. Otherwise we will send you a
replacement iPod*.
How nice to know they'll send me my iPod if they find it. I'm sure that's a possibility. Afterall, DHL Supervisor Ron told me that he planned to look at security video, so I'm sure he'll find the jerk who stole my iPod and left the box on a conveyor belt.
This begs the question, why did the thief at DHL leave the box lying around to be found. Wouldn't he have been better off throwing the box in the trash to cover his tracks. Oh well. I'm sure it doesn't matter. He won't get caught, no matter how much of a lousy thief he is.
Anyway, someone suggested that I'd be doing a public service if I listed the customer service number I unearthed from Apple's web site. It wasn't so difficult to find. All you need to do is go to apple's site map to find phone numbers.
Anyway, here's a list of Apple customer service phone numbers for anyone who needs it:
http://www.apple.com/contact/phone_contacts.html
* Apple Financial Services (800) APPLE-LN (800-277-5356)
* AppleCare Extended Service and Support (800) 275-2273
* AppleCare Support - 90 Day Warranty (800) 275-2273
* AppleCare Support - Legacy (800) 767-2775
* AppleCare Support - Education (800) 800-2775
* Apple Disability Solutions (800) 767-2775
* Apple Public Relations (408) 974-2042
* Apple Software Upgrade Center (800) 785-9445
* Apple Software and Volume Licensing (800) 793-9378
* Apple Store (Consumer) (800) MY-APPLE (800-692-7753)
* Apple Store (Education - Individuals) (800) 780-5009
* Apple Store (Education - Schools) (800) 800-2775
* Reseller Referral (Resellers, Trainers, Consultants) (800) 538-9696
* Service Provider Support (800) 919-2775
Thank you for selecting AppleCare Repair Service to service your Apple
product.
Currently, Apple is investigating the status of the shipment of your
product from Apple's iPod repair facility. Our records indicate that your
iPod shipped via DHL on 1/11/2006 using tracking number [deleted]. We
expect to complete the investigation within five business days and will
contact you by phone or email with the results. If we locate your iPod,
we will promptly return it to you. Otherwise we will send you a
replacement iPod*.
How nice to know they'll send me my iPod if they find it. I'm sure that's a possibility. Afterall, DHL Supervisor Ron told me that he planned to look at security video, so I'm sure he'll find the jerk who stole my iPod and left the box on a conveyor belt.
This begs the question, why did the thief at DHL leave the box lying around to be found. Wouldn't he have been better off throwing the box in the trash to cover his tracks. Oh well. I'm sure it doesn't matter. He won't get caught, no matter how much of a lousy thief he is.
Anyway, someone suggested that I'd be doing a public service if I listed the customer service number I unearthed from Apple's web site. It wasn't so difficult to find. All you need to do is go to apple's site map to find phone numbers.
Anyway, here's a list of Apple customer service phone numbers for anyone who needs it:
* Apple Financial Services (800) APPLE-LN (800-277-5356)
* AppleCare Extended Service and Support (800) 275-2273
* AppleCare Support - 90 Day Warranty (800) 275-2273
* AppleCare Support - Legacy (800) 767-2775
* AppleCare Support - Education (800) 800-2775
* Apple Disability Solutions (800) 767-2775
* Apple Public Relations (408) 974-2042
* Apple Software Upgrade Center (800) 785-9445
* Apple Software and Volume Licensing (800) 793-9378
* Apple Store (Consumer) (800) MY-APPLE (800-692-7753)
* Apple Store (Education - Individuals) (800) 780-5009
* Apple Store (Education - Schools) (800) 800-2775
* Reseller Referral (Resellers, Trainers, Consultants) (800) 538-9696
* Service Provider Support (800) 919-2775
Tuesday, January 17, 2006
DHL and Apple Computers ruin my day
I've been planning to start up a blog for a while now. Just haven't had the time.
Today I had to do it. This story demanded to be told.
Everyone has a horrible customer service story to tell. You've spent hours on the phone disputing a bill. You've gotten the runaround from a company on the warranty for an expensive product.
A company can spend millions on overpriced consultants to build a slick customer service system that can produce satisfying results on record speed. But the slicker, the more streamlined, the more automated the system gets, the more inflexible it becomes. Today, I lived in Customer Service Hell.
Recently my iPod broke down (for the third time inside of a year). No big deal, I bought the two-year Apple Care plan. I'm covered. I sent in my iPod for service last week. Within 24 hours Apple emailed me and told me they were going to send me a new one. Great, fast service from Apple. Unfortunately, that's as good as it would get.
For you see, Apple uses DHL to ship iPods. DHL, home of the rudest customer service reps I've ever dealt with. DHL, the company that will only deliver to homes between the hours of 11am and 5pm (That's fine for unemployed customers but what about the rest of us?) DHL, the company that will only make a Saturday delivery if you hand the truck driver a $10 check as he hands you your package.
DHL tried to deliver my iPod at 11am Thursday. I was at work. I called them that night and asked them to deliver it on MLK day, since I had the day off.
I waited all day on MLK day for the DHL truck to roll up to my door. No sign. I called at 5pm for an explanation. The customer service rep apologized and said they'd deliver it on Tuesday. I requested the earliest possible delivery, since I needed to go to work. They promised 10:30 am. Fine. I'll be a couple hours late to work to get my $350 piece of technology.
But no DHL truck arrived. Around 11:30 I called the shipper again. This time I was transferred right away to Ron, a supervisor at some DHL facility in Massachusetts.
Ron fessed up. He told me my iPod had been stolen. Apparently the box Apple shipped it in turned up on a DHL conveyor belt, torn open and empty.
Gee thanks. When exactly were you going to call me up and tell me about the theft? It only took them 3 days to admit it to me. Until then they were happy to allow me to sit around my house all day waiting for a delivery.
The theft was no big deal, he said. This is a common issue. iPods get stolen all the time inside shipping companies, he admitted. All I have to do is call up Apple and they'll send me a new iPod. It will all be fine.
Wrong!
After excavating a phone number from Apple's web site, which is proudly designed to discourage phone calls, I called Apple with the happy news of the theft. I told them that DHL had admitted the theft. I asked the naive question: Can you send me a new one?
The customer service rep put me on hold for 10 minutes, then came back and said NO. She told me that DHL was responsible for giving me a new iPod.
Very well, I called DHL again. Ron got on the phone once again. He stated the obvious: "We don't have iPods in stock."
Ron connected me to Allan at DHL, who told me to call an 800 number and file a lost package claim. And so I called. A woman emailed me a form, which I faxed back to them. I called two hours later to check on my status. An investigator told me that they were processing my claim.
"It will take 30 to 60 days to complete the process," he told me.
30 to 60 days?
And after that?
"We will reimburse Apple for the lost package."
Apple? But it's my iPod. The man explained that DHL would reimburse Apple. Then Apple would send me a new iPod.
The day's events had inspired in me very little confidence that this process would play out smoothly. So I called Apple again to make sure that a new iPod would be sent to me. And if so, I was going to beg for them to send it via FedEx, UPS or the by mule train if necessary.
After being on hold for 10 minutes, I told my story to another Apple customer service rep, who promptly put me on hold for another 10 minutes. Another rep picked up, asked for my story again, and told me she would connect me to the "Solutions" department.
Solutions? That sounds promising. I'd love a solution to this situation!
After being on hold for 15 minutes, someone picked up, asked for my story. I told it again.
"Oh, you need the Solutions department," this person said.
"I thought I was talking to Solutions."
"No, I'll transfer you.”
Five seconds passed. The woman came back on the line.
"Sir, have you been transferred around a bunch of times?" she asked.
"Yes."
Apparently I had been transferred so many times that Apple's internal telecom refused to allow any more transfers. The customer service rep asked me to call back.
I asked for a direct line for this "Solutions" department. She told me there wasn't a direct line. She told me to call the same number I had just called and dial one.
I followed her instructions. A man answered. I asked for the Solutions department. The man had noooo idea what I was talking about. He asked for my story. I told it. He put me on hold for 15 minutes. He came back, asked some questions, put me on hold for another 5 minutes, and then came back with Matthew from "Repair Dispatch" who asked for my story again. I told it for the 100th time. Matthew put me on hold for 10 minutes.
Matthew came back and told me he had talked to DHL himself. FINALLY, after 5 hours of going back and forth between the two companies, someone at Apple had finally taken the step to bridge the gap. He had actually improvised!!!! He confirmed that DHL admitted to the theft. He said Apple would make sure the process of reimbursement would not take 30 to 60 days, but 7 to 10 days. That was an improvement.
Matthew told me that after I hung up someone would send me an email giving me a complete synopsis and update on how the situation was being handled, along with contact information for whoever was handling my case.
I felt great. Finally someone had taken charge, thrown out the standard response handbook and take care of a problem that was not anticipated by the architect of their customer service system (well not so unique since DHL admitted they have iPods stolen all the time predelivery).
Just one thing is wrong. It's been 12 hours, and that email hasn't arrived. Looks like tomorrow I'll have to dial up Apple again and sit on hold for 2 hours just to find out why that email was never sent
Today I had to do it. This story demanded to be told.
Everyone has a horrible customer service story to tell. You've spent hours on the phone disputing a bill. You've gotten the runaround from a company on the warranty for an expensive product.
A company can spend millions on overpriced consultants to build a slick customer service system that can produce satisfying results on record speed. But the slicker, the more streamlined, the more automated the system gets, the more inflexible it becomes. Today, I lived in Customer Service Hell.
Recently my iPod broke down (for the third time inside of a year). No big deal, I bought the two-year Apple Care plan. I'm covered. I sent in my iPod for service last week. Within 24 hours Apple emailed me and told me they were going to send me a new one. Great, fast service from Apple. Unfortunately, that's as good as it would get.
For you see, Apple uses DHL to ship iPods. DHL, home of the rudest customer service reps I've ever dealt with. DHL, the company that will only deliver to homes between the hours of 11am and 5pm (That's fine for unemployed customers but what about the rest of us?) DHL, the company that will only make a Saturday delivery if you hand the truck driver a $10 check as he hands you your package.
DHL tried to deliver my iPod at 11am Thursday. I was at work. I called them that night and asked them to deliver it on MLK day, since I had the day off.
I waited all day on MLK day for the DHL truck to roll up to my door. No sign. I called at 5pm for an explanation. The customer service rep apologized and said they'd deliver it on Tuesday. I requested the earliest possible delivery, since I needed to go to work. They promised 10:30 am. Fine. I'll be a couple hours late to work to get my $350 piece of technology.
But no DHL truck arrived. Around 11:30 I called the shipper again. This time I was transferred right away to Ron, a supervisor at some DHL facility in Massachusetts.
Ron fessed up. He told me my iPod had been stolen. Apparently the box Apple shipped it in turned up on a DHL conveyor belt, torn open and empty.
Gee thanks. When exactly were you going to call me up and tell me about the theft? It only took them 3 days to admit it to me. Until then they were happy to allow me to sit around my house all day waiting for a delivery.
The theft was no big deal, he said. This is a common issue. iPods get stolen all the time inside shipping companies, he admitted. All I have to do is call up Apple and they'll send me a new iPod. It will all be fine.
Wrong!
After excavating a phone number from Apple's web site, which is proudly designed to discourage phone calls, I called Apple with the happy news of the theft. I told them that DHL had admitted the theft. I asked the naive question: Can you send me a new one?
The customer service rep put me on hold for 10 minutes, then came back and said NO. She told me that DHL was responsible for giving me a new iPod.
Very well, I called DHL again. Ron got on the phone once again. He stated the obvious: "We don't have iPods in stock."
Ron connected me to Allan at DHL, who told me to call an 800 number and file a lost package claim. And so I called. A woman emailed me a form, which I faxed back to them. I called two hours later to check on my status. An investigator told me that they were processing my claim.
"It will take 30 to 60 days to complete the process," he told me.
30 to 60 days?
And after that?
"We will reimburse Apple for the lost package."
Apple? But it's my iPod. The man explained that DHL would reimburse Apple. Then Apple would send me a new iPod.
The day's events had inspired in me very little confidence that this process would play out smoothly. So I called Apple again to make sure that a new iPod would be sent to me. And if so, I was going to beg for them to send it via FedEx, UPS or the by mule train if necessary.
After being on hold for 10 minutes, I told my story to another Apple customer service rep, who promptly put me on hold for another 10 minutes. Another rep picked up, asked for my story again, and told me she would connect me to the "Solutions" department.
Solutions? That sounds promising. I'd love a solution to this situation!
After being on hold for 15 minutes, someone picked up, asked for my story. I told it again.
"Oh, you need the Solutions department," this person said.
"I thought I was talking to Solutions."
"No, I'll transfer you.”
Five seconds passed. The woman came back on the line.
"Sir, have you been transferred around a bunch of times?" she asked.
"Yes."
Apparently I had been transferred so many times that Apple's internal telecom refused to allow any more transfers. The customer service rep asked me to call back.
I asked for a direct line for this "Solutions" department. She told me there wasn't a direct line. She told me to call the same number I had just called and dial one.
I followed her instructions. A man answered. I asked for the Solutions department. The man had noooo idea what I was talking about. He asked for my story. I told it. He put me on hold for 15 minutes. He came back, asked some questions, put me on hold for another 5 minutes, and then came back with Matthew from "Repair Dispatch" who asked for my story again. I told it for the 100th time. Matthew put me on hold for 10 minutes.
Matthew came back and told me he had talked to DHL himself. FINALLY, after 5 hours of going back and forth between the two companies, someone at Apple had finally taken the step to bridge the gap. He had actually improvised!!!! He confirmed that DHL admitted to the theft. He said Apple would make sure the process of reimbursement would not take 30 to 60 days, but 7 to 10 days. That was an improvement.
Matthew told me that after I hung up someone would send me an email giving me a complete synopsis and update on how the situation was being handled, along with contact information for whoever was handling my case.
I felt great. Finally someone had taken charge, thrown out the standard response handbook and take care of a problem that was not anticipated by the architect of their customer service system (well not so unique since DHL admitted they have iPods stolen all the time predelivery).
Just one thing is wrong. It's been 12 hours, and that email hasn't arrived. Looks like tomorrow I'll have to dial up Apple again and sit on hold for 2 hours just to find out why that email was never sent
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