Customer Dis-Service Pt..2♦

It seems that some things may never change. Archstone Hidden Harbor still sucks. Since I had another encounter with them last week I fired off an email to the corporate office. So far its been a week and no response. I'm beginning to think that the lack of respect for the customer is systemic and widespread infecting all levels of business. Heres the email I sent:

I realize that this address is for kudos, but as there is no complaints address I determined this one to be the best bet. I live in an apartment provided by my company while working in the area, but feel the principle of the matter requires that I register a complaint. I have had 3 separate incidents with the staff of Archstone Hidden Harbor in Royal Palm Beach, FL. Today being the latest one that prompted this letter.

The first one was on Dec. 20, 2007. I went to the leasing office to inform them that they had a problem with the parking lot repair and resealing by my building. It (the coating)had been misapplied 2 days previously and had failed to cure properly. Pedestrians and pets were getting black goo on their feet, then tracking throughout the breezeways and stairs and I’m sure onto their carpets. I failed to note the name of the receptionist whom I reported this too. I was merely attempting to avert further damages, but I was met with denials and dismissals. She (the receptionist) claimed that the coating had only been applied that day, that I needed to stay off the lots and be more careful, and that any damage to carpets were not their problem, but rather the residents. I got the distinct impression that my concerns were dismissed as unimportant. I had not in fact stepped in the goo or contributed to it being spread, but had merely observed a situation that needed attention. I was the Maintenance Supervisor/Contract Officer for a residential housing complex for 13 years. As such I am specifically familiar with contractors, coatings and sealers, maintenance issues, and residential management in general.

The second incident was on April 30, 2008. I had made a maintenance request that included a refrigerator that needed a defrost thermostat replaced as it was melting and refreezing ice and foods. One of the two maintenance men, named Rick I believe, who responded, argued with me as to what the problem was and whether or not I meant defrost timer (not thermostat). When I said that I as familiar with appliances and that the problem was most likely the thermostat and could he replace it, he repeatedly asked “Really?” (about 7 times) as if I were a small child. To me this is a very unprofessional attitude toward customers. To date the fridge has not been fixed.

Today June 6, 2008 I had a letter in an envelope stuck in my door complaining about trash being left outside the door in the breezeway. When I called to clarify the matter with the letter writer, I was called a jerk and told that I was being unreasonable by one Amy Simola. I had asked if other items could be placed outside the door for short periods, such as packages for delivery or pick up, or donations to a local veterans charity, or anything that was not specifically ‘trash’. While I understand that you may in fact be able to restrict the placement of items outside the door, I feel I should be allowed to leave my delivery packages by my door and not be forced to use the office as a central repository. My hours are such that I leave before business hours and return well afterward, which would mean I could not access my packages until a weekend. That is only a side issue however, the name calling and condescending manner are unacceptable.

I would also like to point out that the seeming fixation with items outside doors is in contrast the bottles and cans broken by the mowers hiding in the grass, or the handful of unlicensed unmoving vehicles using up needed slots in the parking lots, or the various other hazards lurking about from the fence to the pond.( I notice these things since it was my job to maintain the physical plant, and minimize liability from preventable hazards.) Conversations with other residents indicate that they have experienced similar encounters with the local staff.

This type of condescension and contempt toward your customers is counterproductive and unprofessional. While your staff can not be everywhere and notice all things, your residents can and will. A less than friendly staff create an atmosphere of ‘us against them’ decreasing reporting of problems. But Im sure you already know all that. As I said before, I do not pay directly for the apartment, but feel on a matter of principle, that these issues should be brought to your attention.

Thank you for your time in this matter. Please withhold my name or identifying info as I don’t need any backlash from my company or the leasing office.

Bill James

RPB, FL

The more I learn about how much corruption, disrespect, dishonesty, wrongheadedness, and evil there is in the world, the more I think that a global disaster might not be such a bad idea after all. The ideas that our founding fathers held dear are no more than a faint memory in the hearts of but a few patriots.

Florida: Customer Service?

Not that I have been here a long time, but from the preliminary impressions I have gathered, customer service in Florida, isn't.
Where I grew up, business had two rules: 1. The customer is always right. and 2. If the customer is wrong, see rule number 1.
Not here is southern Florida though. The service, from the apartment complex where I live, to the Wal-mart down the road, is atrocious.
The 'Royal Palm Beach Wal-mart' is never well stocked, with often empty or disorganized shelves. The checkout lines are commonly 20 to 30 minutes long, whether it be 6pm Thursday or 2am Sunday. The store has a unkempt and dirty feel to it. Shopping at the nearby Publix, with its higher prices, is preferable to enduring a 3 hour expedition at Wal-mart. And heaven forbid you require assistance, if on the off chance the 'associate' speaks American English, s/he will almost certainly be clueless about your question. Wal-mart used to be my favorite money saving store, but now I avoid it unless I have to have something that requires it. Be warned Wal-mart, I have walked out of the store leaving a full cart behind, rather than wait any longer, and I will do it again.
The 'Archstone Hidden Harbor' apartments are nice enough I suppose, but the customer service here falls short also. I recently had the occasion to have to report a few items for repair. Two of the items needing repair were a refrigerator and the air conditioner. Both of which I had already diagnosed before reporting, and both of which the HMFIC* argued with me about. His condescending tone, and repeated use of the the word 'really?' were angering. He then proceeded to attempt to correct me on the function of a defrost thermostat, and convince me that I meant defrost timer. Wrong on all counts pal! I'm fairly sure my 13 years in residential maintenance are more than sufficient to allow me a better than educated guess as to the root cause of the issue. The management here also makes a big issue out of the common practice of placing bags of trash outside the apartments door in the breezeway for a little while, before taking it to the central dumpster. They threaten 'fines' of $75 per bag. Somehow this strikes me as hypocritical when the grassy areas are strewn with broken asphalt pieces and an old parking block from a parking lot repair 5 months ago, or the catchment pond in the middle of the complex often has floating trash, broken bottles and at least one syringe. The overall level of maintenance of the facility is a C+ in my opinion.
And then there is 'Waterway Car Wash', which I soon learned from the locals is a perennial offender. The vacuums don't work, the muddy wash bays dispense little more than pressurized water, and the automatic bay only moves far enough to wet the front bumper. Locating the responsible parties required a bit of data mining of the internet and a couple of calls to the Village offices to ascertain the licensed owner. Who never returned my calls.
An indirect example of poor customer service is at a nearby tire and lube business, 'Martino Tire'. My son took his car in for an oil change and when he returned 3+ hours later, they had forgotten about it, they apologized and got it right in and was done in 20 minutes, but still, what kind of service is that?
I have other examples to further support my claim, but these should give you an overview of the level of (non) customer service I have experienced in the Sunshine State.

*HMFIC = Head Mother Fucker In Charge; derogatory term for people in charge but which are totally unsuited to the task. (Thanks for the term Dave)

Definition of "Oblivians"

You wont find the word 'oblivians' in the dictionary the way I use it. Oblivians are those people who dont have a clue what effect they have on themselves or others. These are the kind of people who can't connect the dots, probably becuase they are unaware of any dots in the first place. Oblivians are unaware.
Able to function as if normal, oblivians can have jobs, drive cars, watch movies, and maintain a houdehold. That is where the similarities end though, as this is only a superficial resemblance. You know the type I'm sure. You may even be one, but you won't know it since you are oblivious. Oblivians are not malicious or evil in nature, just clueless.
Examples include leaving the patio door wide open while the air conditioner is running. Not only does the electric bill go up, but the other rooms that aren't leaking their cool air, become very cold as the A/C continues to run far longer than necessary. Or the video gamer who yells obscenities at the Tv for hours as if they had Turettes disease, heedless of the fact they are disturbing the peace for any non gamers in the vicinity. Or the drivers who talk on their cellphone and drift into the other lanes causing the traffic behind them to slow down and fear passing them. Unaware of the parking lot forming behind them, these people blather away on their phones as if what they had to say was of national security importance. Or perhaps you have seen the oblivian who, when visiting your home or anothers, leaves cups, can, plates, clothes, or whatever, strewn everywhere. They never pick up after themselves as this would require being aware of the location of the trashcan/kitchen sink/laundry room. And then there are the movie house oblivians, loudly telling their friend who is sitting right next to them, the entire plot, including every twist and the spoiling the ending. Not only is their talking disturbing the peaceful enjoyment of the movie, but they have ruined any anticipation first time viewers might have had.
Oblivians not only can't think outside the box, they can't think outside their skin. Oblivians have tunnel vision. Avoid Oblivians if you can, they are as mindless as a tornado, and nearly as destructive, with their carelessness.

Obituary of Common Sense

Obituary of Common Sense
My parents told me about Mr. Common Sense early in my life and told me I would do well to call on him when making decisions. It seems he was always around in my early years but less and less as time passed by. Today I read his obituary. Please join me for a moment of silence in remembrance. For Common Sense has served us all so well for so many generations.

Obituary: Common Sense

Today we mourn the passing of a beloved old friend, Common Sense, who has been with us for many years. No one knows for sure how old he was since his birth records were long ago lost in bureaucratic red tape.

He will be remembered as having cultivated such valuable lessons as knowing when to come in out of the rain, why the early bird gets the worm, life isn't always fair, and maybe it was my fault.

Common Sense lived by simple, sound financial policies (don't spend more than you earn) and reliable parenting strategies (adults, not children are in charge).

His health began to deteriorate rapidly when well intentioned but overbearing regulations were set in place Reports of a six-year-old boy charged with sexual harassment for kissing a classmate; teens suspended from school for using mouthwash after lunch; and a teacher fired for reprimanding an unruly student, only worsened his condition.

Common Sense lost ground when parents attacked teachers for doing the job they themselves failed to do in disciplining their unruly children. It declined even further when schools were required to get parental consent to administer Aspirin, sun lotion or a sticky plaster to a student; but could not inform the parents when a student became pregnant and wanted to have an abortion.

Common Sense lost the will to live as the Ten Commandments became contraband; churches became businesses; and criminals received better treatment than their victims. Common Sense took a beating when you couldn't legally defend yourself from a burglar in your own home and the burglar can sue you for assault.

Common Sense finally gave up the will to live, after a woman failed to realize that a steaming cup of coffee was hot. She spilled a little in her lap, and was promptly awarded a huge settlement.

Common Sense was preceded in death by his parents, Truth and Trust; his wife, Discretion; his daughter, Responsibility; and his son, Reason. He is survived by three stepbrothers; I Know my Rights, Someone Else is to Blame, and I'm a Victim.

Not many attended his funeral because so few realized he was gone. Do you still remember him? The majority do not.

Rock Throwing

Have you ever considered just how little we as humans, have evolved in our offensive weapons? Consider: pre-historic caveman discovered the rock. Handy little item, lying about nearly everywhere, different sizes to fit all hands. He learned to throw it, or simply bash whatever was within arms reach, usually another caveman he disagreed with. But being within arms reach meant you could get bashed too... so some clever fellow stuck his rock on a stick and created the ax. Now he was just out of arms reach and could still bash the other guy! But wait, the other guy tied his rock to a stick and created the spear! Darn it! more reach! Not to worry though, the arms race was on. next came such brilliant ideas as slings, arrows, and even catapults. But still just rocks being thrown about, albeit with more accuracy and frequency.
But, you say, "What about the gun?" What is a firearm anyway? There is the chemical activity of the rapidly burning gunpowder, but all it does is serve to throw a very special rock (lead) farther and faster than ever before. Not so evolved after all are we?
Chemical weapons? A bit of progress there, but so highly specialized and difficult that the average joe cant whip up a batch of anything but the simplest toxins.
Nukes are even more exclusive. Very effective, but really only a big fire. And we both know how long fire has been around.
Biological? Been around a long time, and is only refined, not really changed any more than the rock. Ancient peoples knew that a dead rotting animal thrown into a water supply would sicken or kill their enemy. Often, disease ridden individuals from their tribe/clan/city would be sent to live in the enemy' camp/village/city and spread their deadly disease before dying. Medieval sieges were sometimes won by tossing dead cattle over the walls into a city, sickening and weakening the inhabitants. Now we have the process refined so that a small container has enough concentrated pathogens to wipe out millions. But they are all naturally occurring bacterias or viruses, only the delivery/refinement method has changed.
And here we thought we were all modern and grown up didn't we?