“Upper Class” on Virgin Atlantic flight 020 from San Francisco to London
- When I asked the cabin attendant where I could plug in my laptop, she informed me that Virgin did not have cables for my MacBook. I pointed out that Virgin’s ads said they offered power outlets… and that my ticket had cost more than $5,000. She told me they didn’t have cords for newer laptops. I mentioned that the MacBook was released almost two years ago. Yes, she told me other passengers have complained. “We keep requesting the cables, but they don’t send them to us.” Argh. I couldn’t find Richard Branson’s email address.
Radisson Edwardian Hotel, Heathrow, London.
- “The wi-fi in my room doesn’t work.” Was I sure I had set it up correctly? Yes. Hmm… Someone on the floor above you had the same complaint. We’ll send someone to your room to check. We took my laptop to another floor; as expected, it couldn’t find the network. The clerk told me the network must be down. “Does that mean you intend to fix it? You don’t know? Is that how you would respond if the hotel lost electricity or water? This is supposed to be a Five-Star Hotel.” At some point, the network came up. I was asleep. And no one bothered to leave me a message.
First Internet Bank of Indiana
- I’ve had two accounts with First Internet for seven or eight years. “I can’t download an image of a check that just cleared.” After much button-pressing and discussion, my banker said my browser was probably not supported. Huh? I use Firefox 2.0. I asked how an “internet bank” could not support Firefox. Put on hold several times. The Bank did support Firefox but only version 1.0. I told her version 1.0 was replaced more than a year ago. She told me to use Microsoft Internet Explorer. I have a Mac. I am closing both accounts.
My message to organizations that don’t get it: Wake up and smell the coffee. Your choice is to adapt or die.
4 comments ↓
Jay,
I’ve been reading your blog for a good while now. (I’ve done work in the e-learning world in the past.) I saw this post of yours, and I simply have to say check out what we’re doing. Not trying to sneak in a plug, but it speaks exactly to the ideas you’re talking about: http://www.getsatisfaction.com.
E
Hm, I’m getting mixed feelings reading this post.
Although I really, really understand what you mean and how companies should put their customers first, I don’t believe that it has consequences for them.
Are you really closing this bank account? I don’t think so. In a couple of weeks, you rethink it and stay with this bank anyway because of the hassle of closing the account.
And why should Virgin Atlantic bother about this if you just buy your next $ 5k ticket with them anyway?
Steven, today I closed my accounts with First Internet Bank. My personal account is migrating to WaMu, my business account is now with Wachovia.
What are your thoughts on voting? Does one vote make a difference?
jay
Jay, Sorry for my late reply.
Good thing you closed the accounts. I’m very much in favor of voting, but I see too little voting (with one’s feet) happening when big corporations are offering bad service. Generally people complain about it, but don’t act on it. That’s why I got the mixed feelings.
But it’s a good post and an interesting topic to discuss.
Leave a Comment