Monday, September 28, 2009

Adventures In Customer (DIS)Service

I chose Spinz 9 as the image for today's rant for several reasons. Like my story, it is long and convoluted and the color and shape suggest an orange. You'll find out why that's important in the next paragraph.
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In the current economic climate you would think businesses and institutions would want to be raising their customer service standards rather than lowering them. Such doesn't seem to be the case with the Orange County Performing Arts Center, at least if you go by the experience we just had...
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Earlier this year we got a flyer from the PAC touting the new Broadway Series. Since the package included Spamalot, Dream Girls and Young Frankenstein it was a foregone conclusion that we'd be buying. (They're also doing In The Heights, Xanadu and Spring Awakening but we don't care about those so much--and none of this information is relevant to the story anyway.) We ordered our tickets on Monday September 7. Then began the wait for our tickets...
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Since the cash was withdrawn from our account with such alacrity we thought surely our tickets would arrive in a timely fashion. One week passed--no tickets. Two weeks passed--still no tickets. Three weeks passed (with the show being two weeks away) and the tickets STILL hadn't arrived so we decided we needed to call the PAC to find out what was up. I was a bit surprised to find they didn't have an 800 Number to call but since their primary customers are local I could sort of accept it. Still, we called and promptly reached "Voice Mail Hell". None of the choices they offered us related to our problem and there didn't seem to be a way to connect to a live operator. Not really having a choice we made a random choice and hoped for the best. It took HALF AN HOUR for someone in the Box Office to pick up.
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Our Customer Service Agent Marquell (sp?) was nice enough and was willing to help out. Still, she couldn't tell us if, when, or where our tickets had been sent (although she WAS able to tell us we that our tickets had been paid for). She asked for a confirmation number (which I gave) but never asked for my name and address: I found this particularly surprising since I am clear NOT Robyn. She assured us that the tickets would be printed and sent out promptly. She then went on to tell us that should the tickets NOT arrive by October 16th we'd have call back YET AGAIN and they would have a set of tickets waiting for us at "Will Call."
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Needless to say I found this less than 100% satisfactory: they didn't offer us a special number to call so should we have to phone them YET AGAIN I'll have to go through "Voice Mail Hell" a second time! I don't know if you've ever picked up tickets at "Will Call" but it's not fun: there's only one window and lines can get long. Also, for us at least, "Will Call" isn't convenient to our seats so we'll be fighting crowds to get to our seats. The PAC made no offer to call US back to make sure the problem was resolved (which makes me wonder whether the Center has so many ticketing errors that they CAN'T stay on top of the problem. Still, I suppose I should be grateful it wasn't any more difficult.
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The Ahmundsen in Los Angeles and the Lyceum in San Diego both offer the same series and it really isn't that much further for us to drive, The experience left a bad taste in our mouths and we'll be thinking long and hard whether we want to buy the next series. We can only hope customer service improves...
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'nuff said.

Thursday, September 10, 2009

Another Act At The (Assembly) Circus

I picked Circus Wheel as today's fractal mainly because this story is just too white-trash crazy to believe. It simply belongs at the circus. Here's the story...
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Republican Congressman Mike Duvall who represents parts of Orange County--an outspoken conservative and defender of "family values"--was caught recorded on an open microphone discussing (in graphic detail) sexual affairs with two married women. (One of the women happens to be a lobbyist who frequently testifies before the Utility Committee--of which Duvall was Vice-Chairman) The comments were made at a hearing in July but didn't come to light until this week.
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Needless to say, once the comments were made public Duvall was quick to resign his seat (amid rumors that one of his most powerful supporters was already out looking for a replacement.) You'd think that would be enough to end the problem but this scandal is going to go on for a while. There will be an investigation of his activities to see if the affair affected his voting record (Duvall's decisions were often in line with Sempra Energy--who employs the lobbyist he was supposedly involved with .) Will anything be proven? Only time will tell--but there are reports that Duvall was quite the "Player" in Sacramento and many thought it would only be a matter of time until his career imploded.
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Duvall said in his Resignation comments: “I am deeply saddened that my inappropriate comments have become a major distraction for my colleagues in the Assembly. It would not be fair to my family, my constituents or to my friends on both sides of the aisle to remain in office. Therefore, I have decided to resign.” Later he claimed he made it all up as if somehow that made it all better. Nowhere in either of these statements did he apologize to the women he named.
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Come on guy! Do you really think it's that much better to claim you like to talk dirty to other men? Does it somehow enhance your reputation with other Conservative Republican Lawmakers. (Assemblyman Jeff Miller of Corona is also in hot water with his own party for failing to report the comments.) Assuming you are telling the absolute truth you've trashed not only your own life but the lives of two innocent women. Do you even care about the damage you've done to them? Honestly, I doubt it by your conduct--but I could be wrong... Televised reports say Duvall's wife
aving none of it: she's locked him out of his own home.
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For me though--there's a broader question. Why is it OK for these "family values" types to put on a show of morality (and condemning others for misdeeds) while acting like pigs? Why is it OK for other "family values" types to sit by while someone like Duvall makes a mokery of their stands? (Personally, I'm guessing it's because they don't really believe their own line or theses men think they are too far aboive commonplace things to be bothered.) Either way, Mike Duvall not only disrespected himself, his constituents, his party and good decent women everywhere. Assuming he's telling the truth he also disrespected two innocent women and publicly trashed their lives. Mike Duvall--you got everything you deserved--and more!
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'nuff said

Tuesday, September 8, 2009

Ron And Robyn's Excellent Adventures In Auto Buying (or How Toyota Talked Us Into Buying A Honda

You have to follow an association chain to see why I picked Metallic Crosses as the fractal for today's post. The basic shape of the image is round (recalling a wheel) and cars are made of metal (mostly). Buying a car takes lots of cash (thus gold and silver as in coin) so on with the rant!
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Robyn and I come from the school of thought that says you keep a car until the upkeep and maintenance (gas, insurance and car repairs) outweighs the payments and upkeep of a new vehicle. Robyn's car has finally reached that point: "Snowflake" (my name for it) or "BBQ Western" (Robyn's) has serveed us well for a long time but it's time she goes to that big car lot in the sky.
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We had a long list of requirements for what we wanted in a new vehicle. 1) the care must be reliable. (Adventures in Auto Repair isn't a game we enjoy playing.) 2) we need decent hauling capacity. (We don't have to haul bulky items often but when we do need to carry something we REALLY need the space.) 3) the cabin must have enough room for both of us to ride in comfort and be fairly easy to enter and exit. (As we get older and fatter this becomes ever more important to both of us.) Ideally we'd like something that is (at least somewhat) fuel efficient (since I believe we're never going to see truly cheap gas again and we'd like to make a slight move toward a "greener.) In the end that pretty much moved us in to full-sized sedans or baby SUVs. Oh, and price is definitely a consideration.
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Several times over the past year we've rented a Kia Rondo to take for extended trips. (See above for why we didn't take the little car.) We found the Rondo to be the right combination of handling and space (plus being $5,000 less than a comparable Japanese vehicle we found it deserved consideration.) The vehicle is hardly stylish but the vehicle has everything we want in an affordable package. Even though I realize that K.I.A. is an acronym for "killed in action" we liked the vehicle enough that we thought we should throw it into the mix. Still, I was under the mistaken impression there wasn't a Kia Dealership within 40 miles we decided to confine ourselves to the "big three" Honda, Toyota and Nisan.
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The Nisan dealership here in Corona isn't convenient to us (and we had a bad experience with another Nisan dealer several years ago) so we quickly knocked them out of contention. (Also, I think the new Altima is pretty butt-ugly and the Rogue hasn't gotten good reviews so we decided not to waste our time looking.) Honda Cars of Corona is about two miles from our home so we started there: we took a look at the new Accord but didn't care for the body styling or the fact the thing was so darn wide so we quickly dropped that off the list. The CRV had the right mix of things we needed in a vehicle and the gas mileage wasn't TOO bad for the size of the vehicle. Paul, our salesman was helpful and low key so we had a pretty good experience. I didn't love the body style but by and large the vehicle worked for us so we left with a good feeling.
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Later that same day we went to Quality Toyota of Corona to look at the Camry and RAV-4. I can't say anything about the Camry that hasn't already been said. (It is the number-one selling car in the United States after all!) About the only thing I found to dislike about the Camry was the (seemingly) small trunk. Due to the "cash for clunkers" program they were very low on stock so there was only one drivable RAV-4 on the lot. I liked the vehicle a lot (slightly roomier than the CRV and better sight lines) but it became very obvious very quickly that there was something about Robyn seriously didn't like: we found out that we were test driving a V6 and the thing just had too much power for her. In the end they promised to let us know when they got some 4 cylinder models in to test.
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Yesterday morning (September 7) we headed back to check out a four-cylinder RAV-4. Robyn was much more comfortable with this version of the RAV-4 although neither of us were convinced that the RAV-4 was what we wanted. We also ended up checking out the Scion xD (which is a slightly smaller version of the RAV-4). We thought it had a nice body style and we were strangely charmed by the acid green paint job. (You won't see too many other cars like that in a crowded parking lot!) The xD gets better gas mileage than the RAV-4 and there was enough room for the haulage we'd need. It wasn't TOO overloaded with goodies (and was $5,000 less than its larger cousin.) There was ALMOST enough room for me (plenty of head room, adequate leg room and even room for my tummy. Sadly, I couldn't find a comfortable place to put my arms: I spent the whole test drive doing the "HIndhi-Cindi" trying to find a comfortable place to put my hands. We quickly came to the conclusion that this one just wasn't going to work...
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We were about ready to head home when I thought why don't we see if they have a "newer" used car? That way we'll avoid eating the depreciation and we'll still get a good car. Wonder of wonders they did! They took us over to a 2007 RAV-4 that was a thousand bucks more than the 2009 model we'd just driven! They told us this was a "Sport" model (upgraded interior, stereo, and fancy-schmancy wheels. Still, the interior was solid black (NOT a good thing for a desert climate!) It was nice but neither of us wanted to make a deal. Still, when our salesman said, "let us run some numbers" I agreed to it. (Stupid me!)
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Thus began the part of car buying I truly HATE! Running the credit check didn't take long and it told me about what I expected to hear. Robyn's credit score is OK, not great due largely to some bills that went astray during our move last year. (Late payments stay on your credit report for three years--and they really bring the score down!) After we sat and waited for about forty minutes they came back with a deal that was nothing short of shocking. ($450 monthly payments FOR FIVE YEARS and that was after a proposed $10,000 down payment and a $4,500 rebate from Toyota.) We said we weren't going to do that and suddenly the monthly payments dropped to $350. When we wouldn't go for that we brought in the big guy. (His name was Juan and he was determined to make the deal.)
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He was all "lets get this deal started" but Robyn and I both had stated quite plainly WE WOULDN'T BE BUYING A CAR that day! Every time we'd tell him "no" he'd come up with another suggestion...
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"Can you come up with a thousand dollars now?"
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"NO!"
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"What if we delayed for first payment for 55 days? You can take the car now..."
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"NO!"
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"Can you--?"
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"NO!"
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What about--?"
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"NO!"
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"Would you like us to--?"
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"NO!
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"We could--?"
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"NO! NO! NO!" What part of "no" don't you guys understand? We have always been up front about the fact that we intended to go through Costco for our financing and the deal itself (although we'd let Toyota see if they could come up with a better deal) It was frustrating and frankly it annoyed both of us to the point where we won't be buying a Toyota (or at least from that Toyota dealership.
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In the end though--we DID learn some valuable lessons. We learned NOT to go to a car dealership without first having our financial ducks in a row and we also learned to never, Never, NEVER let a car dealer "run some numbers." Our quest to buy a new (or a newer used) car continues and I will no doubt be writing Ron And Robyn's Excellent Adventures In Auto Buying: Part Deux sometime in the coming weeks. Stay tuned. But until then...
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'nuff said.