How Many People Does it Take to Change A Light Bulb The Conclusion

Last Thursday, I published a blog post about a little bulb that burnt out in the inside of our freezer.  Trying to find a replacement bulb for a "12 V E14" LED sent us on an hours long hunt where I learned more than I want to know about LED light bulbs and technology that goes obsolete between the time you buy something and the time something needs replacement.

This is a too-familiar story for many of us, and I thought that the commenters on that post might want to know what finally happened.  What we encountered was an odyssey of customer service (or lack of it), which seems to be normal for these times.

When I last left you, dear reader...

... I was exhausted from a long, fruitless Internet research. We used to have a couple of appliance parts places in this area, but we knew they were no more.  The manufacturer of the freezer had nothing at all about freezers on their website. They had a customer service number that actually had Saturday hours, but spouse didn't want to try it. Amazon didn't seem to have anything that looked anything like this little light bulb.  Finally, we gave up for the day.

The next day, our son came over for lunch and he tried to help us. He discovered our particular bulb had been discontinued.   Finally, he came up with a possibility, on Amazon (a site I try not to order from, but it was looking like we had no choice).  The bulbs (we had to buy two) came last Tuesday.  They didn't fit.

He thought he found a possibility at a big box store locally, and that's where my post Thursday ended.  So let's join our story, already in progress.

We have two of those stores locally and I'm not going to name the chain.

Store #1: spouse went by himself.  There was no one around the department to help him.  He couldn't find it although the website said it was in stock.

Store #2 (both spouse and I) couldn't find the bulb and, again, there was no employee around.  We asked the customer service desk person and she looked annoyed (OK, maybe my take on her facial expression, but I also know she has a thankless job and may have just been having a bad day, especially if the store was understaffed).  She paged someone to come to that department. No one came.

We then went to the next aisle (a different department) and there was an employee there.  This young woman helped us.  The bulbs son had found (I had a screenshot on my phone, thankfully) were another size: E-12.  E-14s apparently are no longer made. She knew very little about the light bulb department, so our thanks go doubly to her.

This E-12 was the size of the bulbs we got from Amazon.  I got to thinking, was there such a thing as a E-14 to E-12 adapter.  Turns out Amazon sold one, through an Amazon storefront (I think that's the right term) on the West Coast.  I emailed them to see if it would be suitable for use in a freezer lid.

I never got a response after some 24 hours but the adapter was so inexpensive I decided to order it anyway.  It came yesterday.

The adapter worked.

So, how many people does it take to change a light bulb?  The modern answer: Too, too many.

Have you ever had a planned obsolescence experience?

Sustainable Saturday - The End of a Legend

On February 24, 2014 I posted this experience with an American retailer by the name of L.L. Bean.  Located in Maine, this proud retailer used to stand behind their products - for life.

Until yesterday.

Yesterday, L.L.Bean announced they had to change their return policy, due to the fact that it was increasingly being abused, including by some who apparently bought L.L. Bean products at yard sales and decided to make some money.

What a shame.

This was my experience in 2014.  And, for what it is worth, I still have - and wear - both the coat, and the fleece jacket I mention below.

With some small edits:

The L.L. Bean Coat

I occasionally  blog about customer service experiences, both good and not so good.

This experience, though, has to be a first.

There is a long time company, located in Maine, called L.L. Bean. They have been in business since 1912 and have a reputation for excellent customer service.  Their clothing can be a bit pricey, but I've been wearing one of their light fleece jackets for years and years, and I will go into mourning the day it finally falls apart.

In September of 2011 I bought a ski jacket in their flagship store in Freeport, Maine.  It was a splurge, and I don't ski, but it had some features I wanted.  It was a light ivory/white, which I wanted, so I could be visible at night if I had to go out.  It had a nice red liner, so fleecy and comfy.  I hadn't worn it enough to have to wash it until this year, when it became my go-to coat, in our extended "polar vortex" weather.

I washed it yesterday, and to my horror...well, let my email to L.L. Bean from today tell the story.

"I purchased during a visit to Freeport in 2011, a white ski jacket with red liner... I didn't wear it much the winters of 2011 and 2012 but wore it a lot this winter and got it dirty. I washed it for the first time yesterday-cold water, gentle cycle as directed. The red liner has bled all over the coat in various places and is visible from the outside in many spots on the hood and the back. It is cosmetically ruined. Is there anything that can be done? I love this coat and we are ready to go into another cold wave later this week. Thank you."

Less than 1/2 hour later (on a Sunday!!) I got this response:

"I am sorry to read the red liner on your North Ridge Sport Jacket bled.
Unfortunately, the jacket was discontinued in 2011 and is no longer available for replacement. You are welcome to return the jacket if you wish. We would issue you a gift card for the return... Simply print a return form and return shipping label[from our website]."

After a little further correspondence (which they responded to in minutes, as if someone was waiting there to get my email) I was told no rush if I need the coat until it warms up - there is no time limit on returns!  (I've read that - and now I know it is true).

And maybe, one day, it will really be spring.  Meantime, tonight, it is supposed to dip down to 10 above (-12.2 C), and by Wednesday, 3 above (-16.1 C) .  If you see someone with a blotchy white/ivory coat walking around Binghamton, New York, you'll know who it is.

Have you had a really good customer service experience?

From Stomachache to Satisfaction

Last month, I wrote a blog post on a local Restaurant Week promotion here in the Binghamton, New York area.  Apparently unlike many other Restaurant Week promotions in the United States, our participating restaurants give a portion of their proceeds to charity.  This past September, the charity was a long-estabished food pantry.

I was glad to eat out several times, with varying results, but not so glad when I got heartburn (and a stomach ache) at the one restaurant which I had actually eaten at before. (Noting here, my husband loves to cook and we rarely eat out.)

I now have a happy ending to my stomachache, which is now a story of how a restaurant is keeping my business.  I'm so happy I want to share it with the blogging world as an example of great customer service.

I'm not going to name the restaurant, as the majority of my readers are not from my local area.  But if you are local, just think of a pet wandering around downtown Binghamton, unable to be found, and you'll guess the name. (And that is how the restaurant did get its name - really.)

I ate lunch at this restaurant during Restaurant Week with a coworker. During Restaurant Week, restaurants offer a price fixe meal (appetizer, entree and dessert) for lunch for a price of $10 plus tax. Dinner is either $20 or $25.

I ordered some beef bolognese from the Restaurant Week menu  Traditionally, this is a long simmered sauce, something my husband normally wouldn't make.  The menu promised they were using grass fed beef, so I gravitated right to it.

I had eaten at this restaurant before, for both lunch and dinner, and looked forward to their usual good cooking.  But, alas, not this time.

The entree was so greasy the grease clung to the flat pasta it was served over.  I could only eat several bites before my stomach clenched in pain.

I didn't (Ms. Shy) want to say anything in front of my co worker, so I just asked for a container. The waitress kindly put the leftovers in, and there was a bunch of grease clinging to the plate. So I spent my afternoon working with a stomachache. And then the heartburn started.  (And as a PS, I brought it home, wanting my husband, who is a foodie, to see if he could figure it out - and he got a stomachache from it, too!)

I decided, the next day, that I had to let the restaurant know.  There was another time this year I complained to a downtown Binghamton restaurant - I got an email a week later saying they would look into it, and then, I never heard from them again. (Fine, because someone wanted me to go there with them for restaurant week, and I refused.) 

I went to the website early the next morning, and there was a feedback form.  I wrote my complaint out, sent it, and within FOUR HOURS I had a response.  I'd love to copy it here but I didn't ask for their permission - so I will condense it.

"We are so sorry to hear about your disappointment with your lunch, and rightfully so! " it began.

"I checked with the chef this morning to review this complaint and...." (then she reported what they decided the problem was.)

"The beef is definitely grass-fed" she assured me, and continued "The good news is we have made sure the problem is corrected for the future." (I hope so.)

And then she offered me a gift certificate! I've now received it and it was quite sufficient to make up for the bad lunch.  I'm impressed, especially because the lunch was a charity thing - so they didn't even make all their usual profit on it.

Will I go back?  YES.  The fact that I've eaten there before helps.  But, most of all, it was the prompt, generous customer service that kept me as a customer.

Have you ever had a happy ending to a bad food experience?

What Can Happen in 14 Weeks?

My customer service problem with Weight Watchers is resolved, and it was a lesson hard learned.
For my readers who are also business owners, I want to summarize my experience - please do not make these mistakes with your customers!

1.  If you give your customers online tools that are free for a specified period, and then they are entitled to extending the free period (which I was), don't give them an email contact to use to get instructions.  Give them the instructions! Or give them a phone number to call.

2.  If you use email as support, do not take from January 21 to February 13 to answer the email.

3.  Train your customer service staff.  The person who answered the email in #2 gave me incorrect instructions.  It took me three phone calls to establish this.

4.  Do NOT answer a tweet complaining about your service with "call 1-800-XXX-XXXX" which is your main customer service number.  All I got was a long voicemail menu.  I ALREADY HAD THAT NUMBER.  IT'S ON THEIR WEBSITE.

5.  Reward your effective customer service people.  The last rep I spoke to was extremely helpful and stayed on the phone with me for over 20 minutes as we tried different solutions to my problem.  He stayed to the end and made sure my registration went through properly.  I told him how happy I was and that I would like to see him rewarded.  He told me "there's a survey that I can put you through at the end of the phone call". I gave him the highest marks for everything he did and told them I would NOT recommend the program to anyone. (that was the last question).  But it was an automated survey.  I hope my responses are tied to this wonderful rep's service.

I have 14 weeks to use the tools it took me from January 21 to today to register for and I will make the best of it.  After that, Weight Watchers is going to be do-it-myself, and I hope I can cancel (I had to give my credit card number) without going through the same nightmare.

I suppose it does not matter to Weight Watchers if they lose customers over their lack of service. (I've heard, since the start of my difficulties, that I'm far from the only dissatisfied customer).  There will be plenty more people, in the midst of the obesity epidemic here in the States, to join up.  To them I say  "I hope you have better luck if you need customer service."

So, I have 14 weeks to learn and succeed. And then, I'm on my own.

Have you ever kept using a product despite subpar customer service?

The Worst Customer Service in the World

Who would you nominate for company providing the Worst Customer Service in the World?

Business owners, your customers want to talk to you.  But, are you listening?  Do you care?  Is customer service just a word to you?  Do you treat your customer service reps with respect, or do you pay them hunger wages and make impossible demands of them?  Do you provide training?

Do you think customers are fooled by lousy customer service?  Do you think your product is so great that nonexistent service will not matter?  You won't serve your customer, but They Still Will Come?


I hate to do this because - this company has a wonderful product.  However, soon,  I will no longer be their customer.

My problem is with Weight Watchers, yes, the same Weight Watchers I've mentioned favorably several times on my blog.  I'm close to my 10% weight loss mark.  They've taught me a lot. BUT I don't think I have EVER run across a company that is as unresponsive as they are.

I don't say this lightly.  But, in my group, I'm not the only person having problems.  And, NO ONE is getting results following with people in the organization.

I first contacted Weight Watchers on January 21, following their directions on a voucher for 14 free weeks of online tools.(E Tools, which normally has a monthly charge, but because of my particular program, I am supposed to get 14 weeks free.)  I had to to email a certain address for this particular program because I already had an account.  There was no phone number.  (In my book, strike one.  What has happened to speaking to real human beings?)

On January 28 I received an AUTOMATED ACKNOWLEDGEMENT (1 week for that)

I did not get an email from an actual rep until February 13. At that point the rep gave me directions - easy directions, so why didn't they put this on the voucher instead of telling me to email a certain address for directions and wait three weeks?

The directions yielded me - an error page. The voucher number doesn't work.

As of right now, no one has responded to my followup.

My program coordinator is having the same problem with her account, and is also being ignored by customer service. I've told the person who runs our meetings, three weeks in a row, of my difficulty.

In another week, if this situation isn't resolved, my credit card will be billed for something that should be free to me because of me being in this certain program.

I tweeted to their Twitter account.  No one home, apparently.  No response.  There are companies who use their Twitter account to resolve customer sevice programs.  Not Weight Watchers, apparently.

Why haven't I called and "given them h**l??" Well, because I have a number of other things going on in my life.  Should I need to badger a customer service department over a stupid voucher for free services I'm entitled to because I paid for a certain program and this is part of the program?

I am leaving Weight Watchers at the end of my paid session.  If this is their idea of support, I'm gone. Their entire mission is support - support in losing weight.  But when it is time to give service, nada. Again, it isn't just me, others in my program are having problems.

And - will I get someone to honor my request to cancel the eTools?  That's what I'm really worried about.  They made me give them a credit card number.  I'll know better next time.

At this point in time - if you asked me if you should join Weight Watchers - guess what my answer would be?

Is anyone paying attention?

Sorry, Time Warner, But Your Service Still Sucks

Hell hath no fury like a customer scorned...no wait, that doesn't apply to cable.  At least the cable providers don't think so.

You see, you don't have too many options if you want high speed internet around here.  So we put up with the Time Warner runaround when our phone got glitchy, then the Internet service tanked.  No connection at all or one so bad it reminded me of Those Wonderful Days of Dialup (not).  No dial tones, or busy signals if we tried to dial out. 

Their one-track motto is "reboot".  No, it couldn't be their fault.  Not at all.  Reboot, reboot and reboot some more.

Now mind you, we have one of those infamous "bundles"  The one with the landline, the TV and the Internet.  So it was getting to be...well, just slightly frustrating. (Hence the above language, which would have caused my father to reach  for the soap years back if I had dared to utter that word in his presence.)

Anyway, we got a tech out here finally.  And gee, what did he find.

I can't remember how long ago, but a while back we switched from "analog" to "digital" TV service.  I think that was in 2006 but don't quote me-you know how we people of a "certain age" have faulty memories.

Seems like they (they meaning Time Warner) never replaced our wiring.  We had wiring basically leading to nowhere, and the "nowhere" ends weren't capped.  Moisture and other junk got in there.  Tech said digital service is a lot less forgiving of signal glitches than analog.

I'm sure the torrential rains of last year (the ones that ended up flooding our neighborhood, and others in our dear Triple Cities of upstate NY) didn't help the process.

Funny how everything so obvious to the tech was oblivious to the T-W Help Desk (or whatever it is called.  Don't ask me what it is called.  You won't like my answer.)

And you know that new modem my spouse talked them into giving us a couple of days ago?  It had a battery in there.  Tech said those batteries block updates to the type of cable system we have.  Ours shouldn't have had a battery. 

???????

Oh, last but not least.  I tried to get my email Roadrunner email account has been suspended.  It said only "Account Suspended Contact Customer Service."

Noooooooooooooooooooooooooooooooooooo.....................................

Where Customer Service Still Exists

Kudos to L.L. Bean - an American institution.

Last September, we vacationed in Maine, and visited Freeport and the L.L. Bean headquarters store.  There, we bought a nice looking lunchbag.  It had the features I wanted and I enjoy L.L. Bean quality, although not as much of its merchandise is made in the United States as it used to be.

Yesterday, a "blue ice" freeze pack (hard shell) I use to keep my lunch cold leaked all over said lunch and lunchbag.  I cleaned up the gel (not totally trusting it was nontoxic) and threw my vanilla Greek yogurt (made in NY) away. 

I had no idea if I could salvage the bag or not. 

I decided to email their customer service.  Surely this isn't the first time one of those blue ice packs has leaked.

Would they tell me to throw the bag away and buy a new one from them?

Or would they have a solution?

I emailed them.  They responded 5 minutes later.  In case this happens to you this is their advice.  Isn't this awesome?  Needless to say, I was impressed and I told the rep so.

You should be able to clean out the lunch box using mild soap and water.

Do not use any detergent or bleach as this could damage the lining. 

Allow the bag to air dry away from any direct heat source. 

You do not need to discard the bag unless you are not able to clean it to your 

satisfaction.
 

It's nice to know some companies still believe in good customer service.

Have you had a similar great customer service experience from a company? 

Guideposts-A Shout Out For Great Customer Service

Good customer service is so hard to come by nowadays, that good customer service deserves a cyber-shoutout.

There is a magazine called Guideposts.  As they say on their website "We’ll bring you true stories of hope, faith, personal growth and positive thinking, plus inspiring quotes, daily devotionals and prayers for every need. A little inspiration…it can change your day, even your life."

My mother in law had subscribed to Guideposts magazine for many years.  She is a deeply religious woman and I'm sure this magazine brought her a lot of inspiration and comfort.   I would occasionally get her issues after she had accumulated a stack.  But in a recent visit to my mother in law, she told me "I haven't seen an issue in quite a while".  She gave me the remaining issues she had, which were a couple of years old.


From what I could tell, the subscription expired in 2009.  Puzzled, I contacted Guideposts.  I explained that she had fallen, was confined to her house due to her injuries and the terrible winter they were having where she lives, and if they could check into this.  I found it hard to believe she would have let the magazine lapse.



Indeed, the subscription had expired back in 2009.  But what happened next absolutely delighted me.  They told me they had given her a free one year subscription.  And sure enough, when I visited her last week, she had her first issue of the "reinstated" subscription.

Thank you, Guideposts, for this gesture to a long time customer.