The First Lady of Waikiki. The Sheraton Moana Surfrider was
the first hotel in Waikiki (circa 1901). As such, it is unique in
many ways. I'm talking about being the location from which the
original radio show "Hawaii
Calls" came from in the 1930's. I'm talking about the old
world little things that separate the great hotels from the also
rans like changing the floor mats in the elevators, each with a
greeting for good morning, afternoon, and evening. I'm talking
about having high tea on the veranda in the afternoon. I'm
talking about a grand piano in the lounge and an opera trained
singer to go with it. I'm talking about a host giving you a lei
as you check in.
The Moana is where we stayed last Friday. It was a gift to
celebrate our wedding anniversary from my step-daughter. But be
aware that since the hotel is old, and if you stay in the
original Banyan Tower as we did, you have to understand what that
means. It means the rooms, while larger than a standard hotel
room, were not designed for modern conveniences like electricity.
So don't be surprised to see electrical conduit running along the
baseboards. And don't be surprised to smell a certain mustiness
in a room older than some countries. And don't be surprised if
the wooden floors of the lanai creak a little when you walk on
them.
Still, if you want to experience things from a bygone era,
this is the place to stay.
Danger Will Robinson. Feel to skip this as it will be your
standard rant about ThePhoneCompany. In this case, it's Verizon.
Both in its incarnation as a wireless and also as an Internet
provider.
First the wireless. I've had problems using their on-line
automatic bill paying from the start. It took them months and
numerous phone calls before they got their act together and
started automatic payments from my credit card. But eventually
things settled down and all was well.
That is, until they decided to switch their billing company.
That's when things went down hill again. Out-of-the blue, I get a
notice that I've not paid my wireless bill. Hmmm. That should be
impossible being that I have automatic payment of the bill. But
leave it to the phone company to get that wrong.
So I call the number on the bill for these types of questions
and speak to someone who says they have no information regarding
any automatic payments for my account. Hmmmm. Since I've been
doing this for over a year, that seems improbable, if not
impossible. So he transfer's me to Finance and someone named
"Crystal".
Crystal tells me about a recent change in billing company and
how a mere handful of customers had problems - me being one of
them. But don't worry, all I have to do is make the June payment
and the July one will be automatically deducted as before. She
suggests I go to their website and make the payment via credit
card. Which I do. At least, I go to their website and try to find
a way of paying a single payment via credit card
as I am already signed-up for automatic monthly payments. I seem
to find a way of doing so but decided to check back the next day
to make sure the payment was made.
The next day I check, and sure enough, no payment. Sigh. In
addition, my automatic payment plan has now been deleted and no
payments are being made. Further, there does not appear to be a
way of reinstating the automatic payments. The only options
available are "On Demand" payments, which means I have to log-in
each month and go through this system that is not working.
Sigh.
I wait one more day and sure enough, all the options are back.
So I change my "no payments" to automatic payment via charge
card. This morning, I get an email from Verizon saying I can not
change to automatic payments because I already have another type
of payment plan in place. It does not say what type of plan in
place, only that I can't change it. But as far as I can see, the
plan I have is no payments at all as none are occurring.
I should mention that all during this time I'm getting bills
in the mail saying I am past due and they will terminate service.
If these cell phones weren't for my mother and wife I would
terminate their f*#king service and switch to someone else (which
I may do anyway). As it is, my own service is through AT&T.
Say what you will about them, but at least they get the billing
right.
And now for the land-line side of the story. I get Internet
access through Verizon ADSL. The posted speed is 768 down/128 up,
or at least, that's what used to be posted. Verizon recently made
some changes and their website no longer indicates what the
residential speed is. All they say is they are much faster than
dial-up. They also used to say how they were faster than cable
modems but they no longer say that either (which is a good thing
because 768 down is about half of what I got via RoadRunner cable
service. In fact, at times, I got between 2 and 3mb/sec. Once
you've experienced that kind of speed, dropping down to 768 seems
like running in molasses).
In any case, Verizon recently lowered the price of this
service, and according to the Verizon person I talked to on the
phone, they also increased the speed to 1.5mb/sec. Hmmm. I know
that's what they said, but I'm still barely getting 700kb/sec. So
the person checks to see if my line is qualified for 1.5/sec and
after a short delay, the answer is yes, it is. So why aren't I
getting 1.5 or something close to it? They can't tell me, but
will gladly transfer me to customer service so I can find
out.
As many of you know, customer service is seen as a cost center
and thus, something that must be minimized. Hence, while I got a
sales representative in under three rings, I am put on hold when
I need to speak to customer service. And hold I am for five
minutes before I give up.
When will a company realize that I would be willing to pay a
little more if they acted as if the money I pay to them runs
their business? That I would loyally stick with a company that
acts as if the customer is not a disruption to their business
plan, but rather is the most important piece?
I am sick and tired of being treated like rubbish. I am the
customer. My money pays their inflated salaries. I refuse to bend
over and say thank you to service that isn't even of minimal
quality.
Aloha!