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One Way McDonald’s Shits on Customers

You might think a big company like McDonald’s — with a huge IT infrastructure — could do a simple common sense implementation to not piss off customers.

But no, they seem to have an inability to grasp the idea of customer inconvenience. To wit:

Look at these legible hours on the company’s website for one of their stores .

Note the 11:00 PM closing time for Sunday Drive Thru. Fantastic! I can order my sandwich now, at 10:20 PM and drive the two miles and it will be ready when I get there.

WRONG.

Upon arrival at 10:35 PM was this sign posted above the order station in the Drive Thru. Closed at 10:00 PM!

The manager was still on site and was snagged at the back door amid the maintenance workers.

Upon complaining and asking why I’m allowed to order from a closed store, the manager provided the following insight into McDonald’s IT system: there is no way for the store to submit a command telling the order system that the store is closed to prevent orders from a closed store!

The manager further claimed that customers ordering on the mobile app when the store is closed happens frequently. The manager said reports to upper management of this method of inconveniencing customers has produced nothing but inaction.

As it happens, this exact same scenario happened to me in another city as well.

One would think that a big corporation that can figure out how to keep money coming in through a mobile app could also figure out a simple procedure for management of a location to get on one of the computers and send a 0 (zero = closed) to the system to disable ordering from that location.

Not implementing such a sensible and simple concept is one way McDonald’s is OK shitting on customers.

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T-Mobile has problems

Let’s Confuse the Customers

On May 22, 2024 this SMS message arrived on the phone from T-Mobile:

T-Mobile: For the first time in nearly a decade, we’re making a change to the price of some of our monthly service plans. Starting on 06/05/24, your rate plan(s) will increase by $5 per line per month. You’ll keep all the benefits you currently enjoy, and your rate plan type and bill due date remain the same. For more information, visit sms.t-mobile.com/NGqUR4F4

Soon after that SMS message I’m greeted with this voice message when calling 611:

Welcome to T-Mobile. Hi Bruce. I notice there are charges on your account causing your bill to be slightly higher. You have questions about that?

Charges, in addition to a rate increase? I talked with T-Mobile reps and they could not find any additional charges. Then they said the voice message really refers to the RATE increase. But, according to one rep, the rates are really charges, per the “MRC”. What is MRC I asked? “Monthly Recuring Charge”. The SMS message never used the word “charge”, instead referring to a “rate plan”.

This kind of inconsistent terminology is a great way to confuse customers and drive up the number, length, and costs of calls to customer service. Mike Sievert needs to get his act together.

And if that is not enough of a problem for millions of customers, Mike Sievert should also pay attention to this absurd T-Mobile suggestion from a supervisor.

Ask a stranger for the PIN

In the Spring of 2024 someone used one of my email addresses to start prepaid service with T-Mobile. I called T-Mobile and said there is some fraud going on using my email address without authorization.

The first rep said I needed to talk to the Prepaid Department.

The first rep in the Prepaid Department could not get her brain to understand that someone used my email address without authorization, as many ways as I tried to explain it. She kept asking if there was someone — like a friend — I had given my email address to.

I asked for a supervisor. The supervisor had a brilliant idea so that she could get into the account and look at it. This was her idea: I should call the phone number in the account associated with my email address and ask the person for the PIN, which I would in turn give to the supervisor.

So there you have it, T-Mobile personnel suggesting I be part of a process to try to improperly obtain a PIN from a stranger. I declined to be a part of this process.

Mike Sievert really needs to get his act together.

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Interim HealthCare Might Be No HealthCare

You’ve got to wonder about the quality of health care from an organization that sends an admission form for a patient to the WRONG, completely unrelated, person.

Interim HealthCare out of Sunrise, FL did just that. An admission form for a patient in New Hampshire was sent to a person in Seattle, WA via email. The person in Seattle does not know the patient nor have any relationship whatsoever with the patient or Interim Health Care.

The bottom line is this. Patient care is probably delayed because the form went to the wrong person. Additionally, any organization that does not confirm correct contact information for the patient does not instill confidence that the health care will also be on target. Verification and attention to detail is lacking.

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The Sound of Music from Professional Management Company Kellen

The American Society of Journalists and Authors (ASJA) has been around since the late 1940’s. This organization is a trade association of very talented and working freelance — mostly non-fiction — writers.

Until 2014 ASJA was essentially managed internally — with its own staff or direct contracts with vendors. In or about 2014 ASJA decided to abandon direct staff and hand association management over to Kellen, a professional association management company. As of this post, August 19, 2023, Kellen is still listed as the staff. See the image below captured on August 19, 2023.

ASJA’s phone number of 212-997-0947 has been with ASJA for many decades.

For any professional association — or business — it seems quite logical that callers to the organization’s phone number would be greeted with an announcement — either live or recorded — that says the organization’s name.

The phone number for ASJA is answered (August 19, 2023) with mild music — AND NOTHING ELSE. No message, no organizational identification, not even a message that says “You’ve reached 212-997-0947”. This is the conclusion any caller would have if the caller did not wait 50 seconds through the music to finally get an answering device (after business hours) saying the caller has reached ASJA and to leave a message.

What serious organization would operate like this? None. Being that ASJA is a serious organization, the only conclusion is that Kellen — the professional management association company — has down-graded, or de-graded AJSA as a serious, viable organization.

Does 50 seconds of music really support the following claim? “As Kellen employees, ASJA’s staff members bring years of expertise and an understanding of best practices to advance the ASJA mission and serve members.” The answer is rather obvious.