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Archive for the ‘Business’ Category

GoDaddy sucks again…

18 Nov 2017

I don’t know why I expect different results when I have to deal with GoDaddy.com – even though they’ve proven time and time and time again that they do NOT care about customer service. And today was just another example of poor customer service, and an overall failure of the people answering the phones AND a supervisor.

Here’s what happened: I got a domain renewal email, sent to an address I haven’t used for *YEARS*, about a domain that I haven’t used, touched, worked on for years. I searched my password vaults for any hint of information connected to this ancient email address, or the domain, or GoDaddy – and found nothing.

The first thing I did is to check the WHOIS record, and sure enough – all three contacts (technical, administrative, and Registrant) listed my name, a very old mailing address, and the ancient email address. The domain is for a small non-profit that I use to serve on the Board for, as well as doing web / internet / technology for, so I knew how this was connected, but I have no memory of what I ended up doing with the domain in question.

GoDaddy sucks again... | DaveTavres.comThe next thing I did is to try to sign into GoDaddy.com to make sure that a) there wasn’t a credit card on file that would get charged again, or b) to update the information so that the nonprofit was correctly listed on the account. Here’s where the frustration started. I entered the ancient email address – where the domain renewal email was sent to – and the domain that was listed IN that email, but kept getting this error: "Invalid domain and email combination" – so I was finally forced to call GoDaddy.

So, at 8:06am PST, on a SATURDAY morning, I called GoDaddy, just to get the automated system that told me it would be *19 MINUTES* before someone could help me. Yikes. Can you imagine if this was during the middle of the day on a weekday?! So, I choose the ‘automated callback’ option. And about 20 minutes later, I get the callback.

The first woman is as friendly as I would expect, having to work at GoDaddy, but the first several comments and questions are NOT anything related to "How can I help you?" Instead, it’s "What’s your call-in PIN?" and when I say I don’t have that, she says she can’t help me unless I have that PIN. Then she proceeds to send me a password reset to the account that is connected to the phone number I’m calling in on – but that is NOT the account I’m calling about. Shockingly, she doesn’t ask about my phone number, or what the problem is – she just sends a password reset.

I ask her to just listen to my problem so that she can understand what the issue is – to which she responds that she can’t help me unless she can get into my account. I explain that I’m not calling about the account connected to the phone number that I’m calling from, and I again ask if she would just listen to my issue. And SERIOUSLY, she again insists that she won’t be able to help me without the PIN, and asks if I got the password reset email. UGH!!*!*!*!*** *MORON!*

I ignore her ignorance, and start explaining that I got a renewal email to an ancient email address, etc. And again, she says she can’t help me. That was the end of MY patients dealing with an idiot, so I ask for a supervisor – to which she responds that a supervisor won’t take the call unless they can get into the account. WHAT?!?!

*NOTE TO ANYONE READING THIS* ***DO NOT USE GODADDY!!!!***

MOVE TO GOOGLE DOMAINS OR **ANYONE** ELSE!!!!!!

GoDaddy sucks, yet again! | DaveTavres.com

She puts me on hold, and several minutes later a different woman gets on the call and announces herself as a supervisor. BUT, instead of starting out with "How can I help you?" She BEGINS with "I’ll need your PIN to access your account.

So, I try to explain the same thing I explained to the first woman. And now this supervisor is playing the same broken record. I BEG her to please just ask for the email address or domain name from the renewal email – but she REFUSES, explaining that they ‘only have a white screen in front of them with a box asking for a PIN’ and there’s nothing she can help me with. Unbelievable!! I tell her that I’ve been in software and web development since the early 1990s, and I KNOW they have the ability to look up domain names, but she insists that they can’t help without a PIN. So I push her, asking ‘How do you help people who don’t have their PIN, and don’t have access to the email?’ – to which she responds with the typical time-wasting-answer that GoDaddy is famous for, and says I’ll need to go through the ID verification process, which can take up to 3 business days.

Still, no help – from a GODADDY SUPERVISOR – and my frustration is boiling over now. This is NOT a difficult issue to figure out. But now GoDaddy has proven once again that they (mostly) employ idiots, and that GoDaddy apparently doesn’t train their employees on basic customer service.

So, I hang up, and call right back. BUT, since I know that they are too stupid to think on their own, and rely solely on their caller ID, I block my outgoing number and call back. This time I only have to wait for 14 minutes. And when the "customer service" person answers, I get a get this time – who starts out the same way… NOT with "How can I help you?" but, "Can I get the phone number on your account?" To which I say, "No, I’m not giving you a phone number, I want you to ask me what the problem is first." Then he explains that he can’t do anything with an account without the PIN. *!)*@%&!)%$!@(*%!%**)$

DON'T USE GODADDY!!! | DaveTavres.com

So, I repeat the same story about the renewal email, and I tell him that the previous two IDIOTS that I talked to refused to help – including a supervisor. Then he asks, "Can I get the domain and email address from the renewal email?" ****WOW!!!!**** Someone with a brain!

So this guy starts typing and searching… and while he’s typing, I’m venting about the previous two morons I talked to, and told him that customer service like that is why I stopped supporting GoDaddy – and why I flatly refuse to help anyone who uses GoDaddy.

When I’m done with my rant / venting, he has finished searching and confirms what I had already done, that all three of the contacts in the WHOIS record are for my ancient email address. And he APOLOGETICALLY says that he can’t help, since I don’t have / can’t get access to the GoDaddy account, even though the WHOIS info has my email on it. As a software and web geek, I fully understand and I start to fawn over him for actually being intelligent and trying to help. He surmises the same thing I already had – that when I transferred the domain over to the non-profit (ages ago), they never updated the WHOIS contacts – BUT – he can send a password reset to the user on the GoDaddy account, which should prompt them to call in – AND – he is able to leave a note on the account attached to that domain, explaining what we had just talked about. WHEW!

I thank him profusely for actually helping me, and for being smarter than the previous moron and the idiot supervisor. So I ask if I can talk to a supervisor to give him kudos for giving GOOD customer service. He happily accepts my thanks, and puts me on hold.

A few minutes later, the supervisor picks up the call. And yes, you probably already guessed… it’s the idiot supervisor I talked to 20 minutes early! I literally laughed-out-loud and said "Oh, it’s you." Then I went on to give him every compliment I could – as well as doing my best to backhand her for being a moron, and showing her that an underling was smarter than she was on how to search for a domain.

I finished by telling her that I hope she learned something from the experience, but I was quite sure that she wouldn’t, but I hoped that the guy who actually gave good customer service WOULD see that kudos come through. I’ll never know.

In closing, ***DON’T USE GODADDY!!!!*** I’ve had at least a dozen problems over the years with my PERSONAL domains / web hosting / files / email – plus COUNTLESS problems when handling issues for clients. GoDaddy is NOT to be trusted. They do NOT care about customers. They do their best to confuse, confound, frustrate, and just take your money. So please, PLEASE, *PLEASE*, use ANYONE else for your domain registration, web hosting, and email hosting. And just don’t even bother trying to use any of their other services. In the long run, you (or your tech person) will be hating life. And if you don’t believe me, just do a Google search for "GoDaddy sucks".

 
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Posted in Business, Customer Service, Reviews, Technology

 

Review: Petersen Automotive Museum

13 Oct 2017

Review: Petersen Automotive Museum | DaveTavres.com**To Petersen Automotive Museum: If you do see this, do NOT respond to *ME* – respond to all of the people who try to come to the museum who have to park blocks away**

Review: Petersen Automotive Museum - FAIL | DaveTavres.comOn Wednesday, October 11, 2017 at about 11:15a, we got to the Petersen Automotive Museum – with our internet-purchased tickets in hand – but were turned away from the parking garage. On a WEDNESDAY at 11 am. How is that possible? Because the Petersen Automotive Museum doesn’t hold parking for patrons of the museum. Apparently, they don’t even hold enough parking spaces for people who have purchased regular admission tickets AND Vault tour tickets the day before arriving.

Instead, the Petersen Automotive Museum wants museum visitors to park… well, anywhere you can find a spot on the street. However, there is very little street parking near the museum. After spending $125 million on the renovation, they chose to ignore paying customers so that they could rent out their parking to nearby office buildings.

On this day, there wasn’t a big car show, or movie screening, or special guest. This was a normal Wednesday morning. And even though the Petersen Automotive Museum has 3+ parking levels, they sadly forgot WHY they have a parking garage in the first place – for the people who want to go to the museum! And for those who say this is a “public parking garage”, I see no signs that say that, and I the parking tickets have Petersen Automotive Museum logo printed right on them. And if it IS a “public parking garage”, the Petersen Automotive Museum needs learn how to negotiate with the city to get enough parking to serve their customers.

Petersen Automotive Museum parking is ATROCIOUS!! | DaveTavres.comDuring our Vault tour, there was a total of 8 visitors. Most of the group had to be 60+ years old, but NONE of the other visitors were able to park in the MUSEUM PARKING GARAGE, because they garage was ‘full’, so they had to walk several blocks to get there. And this isn’t a tiny garage either. A guestimate, using Google Earth images of the garage, is that there are over 700 parking spaces in the garage – but apparently there aren’t enough for paying customers.

Yes, I completely understand that there is money to be made by renting parking spots to nearby businesses – but when you inconvenience the people who want to come visit YOUR business, you’ve completely missed the point of customer service.

How can the Petersen Automotive Museum fix this problem?

A few incredibly simple ideas come to mind:

  1. Look at the number of tickets and Vault tours that have been purchased online and hold AT LEAST that many parking spots.
  2. Look at the data from their daily ticket purchases to come up with an educated guess based on how many tickets are usually sold on a Wednesday (or Monday, or Tuesday, or Wednesday, etc.) and hold that number of parking spaces for Museum visitors.
  3. Sell parking tickets online along with the admission and Vault tour tickets – then hold that number of parking spaces (yes, I know this is repetitive, but if the Petersen Automotive Museum ever does see this, they may not understand the simplicity of these ideas without pointing out the obvious.)
  4. Install parking counters like MANY malls in Southern California, to display how many spaces are actually available, since we saw SEVERAL open parking spots as we walked through the garage to get to the entrance.

 

I’ve been to the Petersen Automotive Museum many times and I’ve never been so upset with them. Most people drive a long way to get to the Petersen, so having to hunt for parking blocks away from the Museum just exacerbates the frustration of LA traffic. In the future, I’ll be sure to share this story with anyone who is even thinking about visiting the Museum, being sure to tell them that it’s not worth the trouble. Just go to one of the many other car museums and experience in the Los Angeles area.

 
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Posted in Automotive, Business, Customer Service, Reviews, Reviews

 

MoviePass – Better Than a Gym Membership

16 Sep 2017

MoviePass – Better Than a Gym Membership | DaveTavres.comI love business. Especially small business. And I love to see ideas grow from a couple of people at a kitchen table, to something that goes viral. And I especially love seeing one type of business plan applied to something that looks completely different (but actually isn’t.) That’s MoviePass.

MoviePass is a month-to-month membership site that (now,) lets you watch an ‘unlimited’ number of movies in the movie theater for the low monthly price of… $9.95. Yes – less than the price of a single ticket. With e-ticketing, or a physical card, you can go to a surprising number of theater chains to see any standard movie (standard means no 3D, no IMAX, no D-BOX, etc.) So, what’s the catch? Read on… But for the moment, look at MoviePass as being basically the same idea as Netflix or a monthly membership to Planet Fitness.

Discount theater tickets | DaveTavres.com

HOW is it the same as a gym membership or a streaming video service? I’m sure there’s a technical, economics term for it, but in regular words – people are more likely to pay for it and not use it, than those who pay for it and over-use it. At $10 per month, most people don’t think twice about that “small” amount of money being automatically charged to their credit card. Especially since the average cable bill in the US pays over $100 per month. Add on to that, Netflix at $10/mnth, Hulu at $8/mnth, and anywhere from $20 to $150 per month on a ‘subscription boxes‘, plus the daily Starbucks charges. Most people just don’t think about such a “small” amount of money for something they thought was a good idea one day – but often forget about the next. And just like that gym membership people sign up for but don’t use, they keep charging your card each month until you cancel it. Brilliant! Charging you for a service that you rarely use. That’s money in the bank – for the business.

Sure, there are people like me who will get every penny’s worth of using MoviePass, but I’m unusual. And just like how Expedia and Kayak and Orbitz and Travelocity and Priceline work, I’m pretty sure that MoviePass is just buying “tickets” in bulk, at a good discount from these chains around the Country, then letting you grab the seats (or tickets) if there’s any left for that movie. It seems to have worked for the travel companies. And there’s lots of hotel rooms and airline seats that get purchased but never sold, because the those online sites have done the detailed math to figure out how to charge just the right amount to make a good profit.

MoviePass... like Orbitz and Planet Fitness | DaveTavres.comAnd, along with copying a couple of good business plans, MoviePass is also ‘assured’ cooperation from the theater chains, because the movie theaters are losing a lot of money to home entertainment systems (and lots of awful movies getting made!) As long as the box office sales are down, theaters will happily sell those otherwise empty seats to MoviePass. I’m just wondering how long before Priceline and Orbitz ‘copy & paste’ their algorithms for plane tickets, to the movie theater tickets and cash in there too – or, until people start dropping MoviePass because they only have “3 tickets” for ‘that’ movie at ‘that’ time. When subscribers figure out that they aren’t getting their moneys worth because there’s no inventory, even though they’re paying the monthly fee, they’ll be searching for “how to cancel my account.”

Well, until that happens, I’ll give them $10/mnth and take advantage of a good, ‘new’ idea. Let’s just hope it’s not as difficult and frustrating to cancel MoviePass, as it is to cancel your cable subscription.


UPDATE – November 1, 2017

Okay, it took 30 days to get my card. But, considering that they got SLAMMED, that’s cool.

And I’ve now used it 4 times… and each time it was flawless. When I parked – but before I get out of the car – I “check in” on the mobile app. It says I have 30 minutes to make the purchase. I get to the window and tell them which movie and I swipe my “MoviePass MasterCard”; the charge goes through, and I get my ticket. (I even get the ‘loyalty points’ when they scan my loyalty app!)

I’m going to take an updated guess to what I wrote above though. Now, I’m thinking they are NOT buying seats in every theater – I think it’s just a numbers game. I think MoviePass has figured out how to ‘put money in my account’ – that is, my ‘MoviePass MasterCard” – to cover the cost of a standard movie at the theater I’m going to. And since I have to ‘check in’ to that theater/movie, they know how much the ‘standard’ ticket costs.

I think the ‘numbers game’ they are playing is just like I said above… like a gym membership. While *I* may use it 2-4 times a month, I think they’re betting that a large percentage of people will sign up and only use it once a month… or less… which leaves the money ‘in the bank’.

So, I’m pretty sure that I could ‘check in’ to ANY movie in the app and pay for it with the card, since the theater doesn’t send movie details in the credit card transaction.

I’d still say this is a worthwhile membership (while it lasts.) If you use it just ONE TIME per month, you’ve already saved money (at least for movies in LA, since standard tickets are $12-$16 each.)

Sign up here – www.bit.ly/JoinMoviePass

 
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Posted in Business, Technology, Websites

 

Please Just Say "I Don’t Know"

28 Aug 2017

I suppose it’s human nature to want to look smarter than you really are. But when it comes to customer service, there’s nothing worse than having someone try to help you when they know less than you do. People often fall back to circular talking, trying to say the same thing in different ways, mainly because they don’t know the answer to the question – but they don’t want to concede that fact.

Please Just Say "I Don't Know" | DaveTavres.comSomething I learned very well as a Guest Relations Host at Disneyland was that it’s okay to say “I don’t know… but let me find out for you.” That phrase is powerful and helpful for everyone. The customer won’t get a sense that they are getting the run-around, and the person trying to help doesn’t feel trapped into circular talk. Saying “I don’t know” may not feel good – but it will drive (a good person) to educate themselves on whatever the topic is, so that next time they don’t have to say “I don’t know,” but they can then speak with authority on the issue.

I recently had an hour-long phone call with a business “consultant” who refused to employ the any form of “I don’t know.” The first 10 minutes were the normal niceties and small talk, then we got into my questions. Questions that I have spent a lot of time researching and thinking about – but I wanted a “professional’s” opinion. What I got instead, was someone who knew all the catch-phrases, keywords, and hot topics that they effectively recycled multiple times in the conversation, without actually saying anything. It was very frustrating.

If she had said some form of “I don’t know”, we could have gotten out of the circular talking, and focused on the things she DID know. Instead, I wasted 30 minutes trying to change the topic and questions, but she was stuck. She kept trying to give answers to the previous questions, but she didn’t know what she was talking about. And even when I did try to focus on her experience, she would loop it back to answer the questions I was no longer asking.

I’m sure it’s a subconscious thing that we all do to reassure the person we’re trying to help, as well as ourselves, that we can figure out whatever it is that needs figuring out – but we can’t. If we don’t already have the answer to straight-forward questions (i.e. questions that have a clear answer), no amount of talking through it will give fully satisfactory solution.

Ultimately, if you can’t help the person at all, go find someone who can. Or go find the answers. Everyone will be better off, and you might actually create some trust in the process.

 
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Posted in Business, Customer Service

 

Review: Capital One | Spark Business Banking

08 Aug 2017

Bad Customer Service: Capital One's Spark Business Banking | DaveTavres.com

I recently started a small side-business, filed the incorporation paperwork and looked at business banking options. One of the options that came up was Capital One’s Spark Business Banking.

I filled out all the questions, uploaded the documents they asked for… and never heard back from them again. No email. No phone call. And when I sign into the website, just a message that they have reviewed the documents and will be in touch. But apparently that does not include calling potential customers, or putting a notice on the website after you sign in.

It’s been over a month now, and I need to deposit a check, so I called the number on the website (844-88-SPARK) and talked to someone who was very bubbly, but did not actually listen to what I explained. I told her twice that it had been over a month since I uploaded the required documents, but had not heard from them – to which she responded "How long has it been since you submitted the documents?"

Ultimately, she explained that since they had not heard from me in over a month, that they "closed the account" (an account that wasn’t even opened,) and that I would have to re-apply.

Bad customer service, as usual. If Capital One’s Spark Business Banking can’t be trusted to call me when there’s an issue OPENING an account, how can they be trusted with my money?

Review: Capital One's Spark Business Banking | DaveTavres.comReview: Capital One's Spark Business Banking | DaveTavres.com

 
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Posted in Business, Customer Service, Reviews