samiam.com

The difference between “childproof” and “inner childproof” is the target age of those be deterred.

I just don’t get it. Sure, I’ll park getaway style (parking so you can drive forward to leave) if I can just pull through to the space in front of the one I was taking. Beyond that, why take the time? I see SO MANY people parking for a getaway. They tend to take too much time to do it, usually making another driver wait while they get it just right. Many shouldn’t even try it because their driving skill level is just not quite there. What is the reason for this phenomenon? Does it save time? Does it have a “cool” factor? Is it somehow linked to the need to park as close to a building entrance as possible, regardless of the time consumed waiting for that parking space? I just don’t get it; I don’t think I want to.

Perhaps customer service is a bit more pervasive than I thought. My Sony Clie recently died and I replaced it with a Dell Axim. That’s also a switch from Palm OS to Pocket PC 2003. I had a cool little game on the Clie, BOUNCIN’ by Digital Smithy, that is also available for PPC. I emailed support at Digital Smithy asking if I could transfer my license from my old device to the new, different OS device. On the same day, I received a short and sweet response:

Hi Shannon,

Sure, you can transfer your license for BOUNCIN’.

Your new REG KEY: (removed)

Please let me know how you like the new MicroGolf board.

Best Regards,
James Poelke
Digital Smithy, LLC
www.digitalsmithy.com

Apparently, Mr. Poelke knows of and appreciates good service. I certainly recommend his game and his company!

Think of just how lucky you are… Every year you get a free ride around the sun!

Update: I rec’d the complimentary copies of the software. Thanks again, Pat. –11-26-2003

H&R Block Sold My Email Address Without My Permission - Closed (with less rant & some rave)

I just spoke with Pat Thomson again. Per the group that manages their customer information, I didn’t check the appropriate box to opt out of their selling my address to other companies. Also, they don’t know to what companies the address has been sold. I still maintain I wouldn’t knowingly give them permission to sell my address, but it cannot be proved either way. What is, is. Their records show I said they could. So, that address has been retired and nothing sent to it will be read.

Fortunately, Pat knows the value of customer service and has treated me very well throughout this inquiry. She understood my dismay with the situation, said she would investigate it and would personally contact me about the results. She did everything she said she would. I admire her integrity. Even after I stated I would still be using their TaxCut applications, she offered to provide me complimentary copies of this year’s federal and state packages. That was outstanding on her part and very much in the nature of the small businesses in which I was raised. “Even when the customer is wrong, the customer is always right.” That tiny loss of revenue for H&R Block helps ensure continued revenue over the years. Pat’s professionalism, integrity and excellent customer service skills are great assets for H&R Block. Thanks, Pat.

I understand the fiscal need for tiered customer service, but if the first tier representatives had half the drive Pat does and were given some flexibility to act, there would be many more happy and loyal customers beating down the doors to make purchases.

The folks at Omega One Software know customer service keeps customers and promotes word-of-mouth advertising. I use their Battery Pack 2003 and Journal Bar applications on my PDA. I emailed customer service with a small issue yesterday and had a personal response in my inbox this morning. Alexa took the time to completely address my issue with assurances that a permanent fix is being developed and temporary work-arounds. Specific questions I asked were also answered. I’m sure time could have been saved (mere minutes) by sending me a canned response, but personally responding to my email not only helped resolve my problem, but further cemented my loyalty to their company. I look forward to further offerings from Omega One Software.

I just received a call from Pat Thomson, calling for the customer relation’s head, Stacy Barker. She listened to my complaint, took additional information and will relay it all to the appropriate person(s). She also said she will contact me again, even though someone else will be handling the issue since it’s not in her area. It was a pleasant business conversation and certainly in line with my expectations regarding customer service.

I’ve been a user of H&R Block’s tax software, TaxCut, for several years. When purchasing the software, I gave them a unique email address at a domain I own (i.e. taxcut@mydomain), as I do with all companies to see who’s being sneaky. Yesterday, I received spam (unsolicited commercial email) sent to that address from a third party email marketer, CheetahMail, for Lowe’s Home Improvement Warehouses.

Though CheetahMail offered an automated unsubscribe-via-email option and they do have a respectable looking website, why should I trust them? They should never have had my email address in the first place and can I reasonably expect them to purge a “live one” from their system? They may, but can I trust them not to use it in a sister company or sell it? I doubt it.

I do have a business relationship with Lowe’s and they have their own unique email address for me. I thought Lowe’s was a respectable company. What are they doing resorting to spam???

The worst and most unforgivable action is H&R Block’s selling of my information without my permission. I cannot prove that I opted out of any third-party advertising, but they cannot “prove” that I didn’t. I can say that I am acutely aware of the various techniques used by sellers when gathering personal information. I am so strongly against receiving spam that I carefully examine these forms before submitting my information. It is extremely unlikely that I told H&R Block they could “share” my information with other companies. Databases are mutable, as are privacy policies.

From their site, as of 09/10/2003:
“Changes to Our Privacy Statement

If we make a material change to this Privacy Statement, including a material change in the way we use your personal information, we will notify you by using one of the following methods at least thirty (30) days prior to the effective date of such change: (1) we will post a notice on our Web site describing the change; or (2) we will send you electronic mail notifying you of the change. You may also have additional rights under state or federal law in the event of a change in our Privacy Statement.”

Notice that little two-letter word “or” between methods 1 and 2.

I called H&R Block’s customer service and spoke with Susan. Susan was nice enough, but what can anyone expect from first-level customer service? The only thing she could do was direct me to the opt-out page on their site or perform opt-out over the phone. That is not the issue at all.

I don’t necessarily want to opt out of H&R Block mailings. I want out of ALL CheetahMail mailings. I want every occurrence of my address deleted from CheetahMail systems, any systems with which they are affiliated, and any other systems of businesses to which H&R Block and CheetahMail sold, leased, loaned, gave or, in any other way, provided my email address. I’m sure this is yet another case of wanting in one hand…

Susan seemed to understand my gripe, but was unable to do anything. I asked to speak to a supervisor. After being on hold for a couple of minutes, she informed me that the supervisor had left for the day. I asked what had to be done for me to speak with someone who could rectify this situation. She said I could call the next day; that their business hours are until 5:00PM Central. It was then 5:38PM EASTERN! Then she told me that supervisors leave at 4:30. Uh huh… I wanted better. She (supposedly - I’ll know later) produced better: the name and direct phone number of the head of customer relations. I repeated the information she provided, thanked her and ended the call. I called the number she gave and got the voicemail of Stacy Barker. I left a genial message, stating I am a TaxCut customer and would like to talk about an issue and requesting a callback the next day, between 6:30AM (Yeah, I know, but I have actually received business calls before 7:00AM.) and 3:30PM Eastern. I’m waiting for her call…

Some things just take time and you have to give time time.

Ilium Software seems to know that customer service is still a big deal to many people. In looking for a replacement “wallet” for my PDA, I contacted Ilium and one of their competitors, whose name completely fails me now. (They must’ve made a great impression…) Both products seemed very similar in function and sold for the same price. I sent both the same email, asking about one specific feature I did not find listed on their sites and, more importantly, why I should buy their product over their competitor’s. I received a response from Ilium the next day. I’ve yet to receive a response from their competitor. Additionally, Ilium’s response was not canned, but well-written and personally and specifically addressed my concerns and questions. THAT kind of service will gain my patronage over poor or non-existent service everytime. Thank you Ilium for your great eWallet Professional product and I wish you continued success.

BTW: The competitor was Developer One’s CodeWallet Pro.