Consumerism

(frankieleon) The mayor of Portland, Ore. is throwing in the towel in the fight to put fluoride in the city’s drinking water. He was a fan of the plan, but the fluoride proposal ultimately failed. Opponents of fluoride are over the moon, as voters had rejected it before it was finally approved in 1978 and then overturned two years later. Last year the City Council voted again to add fluoride to the water supply that about 900,000 people drink, but opponents rallied enough signatures to force a vote. After the measure was defeated, Mayor Charlie Hales said despite his yes vote, he’d accept the outcome. “That’s sure disappointing, but I accept the will of the voters,” he said in a statement, via the Associated Press. So what’s the fight really about? Proponents tout fluoride as a way to keep water safe and say it’s a good and affordable way to help improve the health of low-income kids, whose parents perhaps can’t afford to spend money on dental hygiene as often. But opponents say it’s a chemical that could ruin the city’s pure water supply, and that it violates people’s rights to consent to medication. Most American cities have fluoride added to their drinking water, making Portland the largest U.S. city without fluoride either already in its water supply or without plans to add it. Portland, Ore., rejects adding fluoride to drinking water [Associated Press]

(Steve Rhodes)When a Comcast subscriber found he could no longer access his home wifi setup because the installer had given him the wrong password, he was able to get the company to reset the password remotely. Somehow, he also ended up being enrolled in a service plan that charged $5.95/month in addition to a $13 enrollment fee. As recounted by the Hartford Courant’s Bottom Line column, it all started a few months back when the customer’s wifi network wigged out. He tried to reconnect, but could not because he had an incorrect password. Or rather, the Comcast installer had made a mistake and misspelled the password when he originally set everything up. A quick call to Comcast and his password was reset. Boom. Done. Not quite. Shortly after the password reset, he gets a welcome packet in the mail for something called Comcast’s Wireless Networking Plan, the aforementioned tech-support service that was now going to cost him $5.95 every month. “I called Xfinity and explained my concern and asked that I be discontinued,” the customer tells the Bottom Line. “I spoke with several representatives, none of whom were based in the U.S. Their comprehension of the problem was limited and they all signed me up for new services.” What follows is the usual script — promised replies from Comcast that never occur; repeated calls to customer service lines staffed by outsourced overseas workers who can’t seem to grasp that the customer did not sign up for the service; getting disconnected after being passed around from CSR to CSR without resolution. At one point, he was promised a $5 credit and that someone would make a decision on the enrollment fee within 10 days, but his next bill showed he was still being charged for the service, though there was a partial credit for the enrollment fee. Tired of trying to repeat himself to the outsourced call centers, the customer, a lawyer with a separate commercial account for his business gave the commercial account customer service line a try. He reached a rep in the U.S., but that rep just passed him on to someone in the Philippines. “She had great difficulty understanding the nature of the problem,” he recalls, “despite the fact she was supposedly briefed before I came on the line I went through the whole problem, again, and she said she had to transfer me to someone else. The call was disconnected after 49 frustrating minutes.” And so he reached out to the Bottom Line, and just like Comcast often does when contacted by the media, it acted quickly and decisively, getting rid of the fees from the customer’s account. But the customer felt that he deserved more for being enrolled in a program against his will and for being left with no option but to sic the local media on Comcast just to get a resolution. “They offered a token for my troubles,” he says. “I told them it was not a token matter.” He ultimately agreed to a one month credit for his cable and Internet service. Not a bad deal, but he shouldn’t have had to spend months chasing Comcast to remedy the company’s mistake. It will come as no surprise to the customer in this story — and to many people who have Comcast — that the company recently came in next-to-last in the latest American Customer Satisfaction Index for its cable service and dead last on the ACSI for its Internet service.

(voidmunashii)Rob really likes IKEA. IKEA doesn’t seem to have any strong feelings about Rob, but the store’s web site hates him. They don’t want to do business with him. It’s nothing personal, surely, but the web site believes that he doesn’t exist, and not even anyone at IKEA has ben able to figure out why this is or what to do about it. The ZIP code Rob he lives exists, even if he doesn’t have an IKEA store nearby. Now, I should start before anything else: I love IKEA. They’ve much improved over the years, and in the days when it’s hard for me to find a lot of stuff I like for my home, I’ve really liked their stuff. Unfortunately, since I live about 75 miles from the nearest store, it’s not always economical, but thankfully they have a website. That hates me. Let me explain. When I first moved into the area, I got myself an IKEA account. No problem, everything went well. But then when I moved into the current place I live, I started having repeated problems with the website because IKEA’s website is convinced my zip code does not exist. I went for weeks and weeks trying to get this fixed before finally someone figured out it was a bug in the system and fixed it. Fast forward to about a few weeks ago. It was my first time in one of their stores in a while, so I signed up for their new IKEA Family rewards card plan. No problem, I’m happy, my wife gets free coffee whenever we go to the store thanks to the card, everything’s great. Except… Suddenly my regular website account is suddenly locked out. I wonder why, so I contacted customer service. The CS folks helpfully explain that sometimes this happens. I asked if this was tied to the fact that I got the IKEA Family card and have the same email address for both. they said no, it isn’t an issue, just ask the system for a new password. So I did, and unlocked it. Yay! An hour later, I get an email saying the account is locked again. So I ask for a new password, use the new password, get in, it gets locked again shortly after. Rinse, wash, repeat for four days. Finally I get a hold of a different guy in CS who points out that I would need to close out my browser, and maybe even turn off my computer in order to accomplish this; that it’s a result of a “network error”. Well, no one mentioned this before. It’s also funny, because in the course of those four days, I’ve used this reset on my work computer, my home computer, my laptop, my tablet, my phone and even my mother-in-law’s computer, some of which are on different networks and different browsers…and in at least three of those cases, different OSes. So I write back and explain. I get told by a different CS that “well, you don’t need to log in to purchase from the website, you can always do so as a guest account.” Great! Except…when it guest mode…that zipcode bug from way back when? It’s baaaaaaaaaaaack…. Again, I have no problems with IKEA normally, but I’m convinced their website really and truly hates me.

(KOMO News) When pigs fly, are they stoned? Or rather, are the pigs raised by one Seattle butcher feeling the effects of THC after eating leftover bits of marijuana plants? Probably not, but the butcher is all about trying out something new just for the heck of it. And now that marijuana is legal in the state of Washington, pot’s going into the trough. “We’re able to make anything you can imagine,” the Pike Place Market butcher explains to KOMO News.”Somebody requests something and we make it, and make some extra of it, and see if people like it.” He’s got a deal with a local medical marijuana grower where he gets the remnants of harvested pot plants and feeds them to the porkers on a ranch. It seems the idea of a stoned pig is unlikely, and says he just sees the arrangement as one that’s good for the environment. “People have been asking all these questions. ‘Do you think (the pigs are) feeling it? Are they stoned?’ and I’m like, ‘Wait a minute. Let’s back up here for a second.’ All we’re trying to do is to help the local ranchers and to figure out some ways to shorten the carbon footprint,” he says. His butcher shop sold four marijuana pigs last year in different pork iterations, including a pot-infused bacon that “tasted savory.” If there are any lingering effects of the THC in the meat, at least bacon-lovers won’t have to go elsewhere when the munchies hit. Local butcher bringing home the bacon with ‘marijuana pigs’ [KOMO News]

(frankieleon)A personal banker at a Wells Fargo branch in Atlanta has been arrested and charged with felony theft for allegedly tricking an elderly customer into giving him more than $10,000. And she may not be the only victim. The Atlanta Journal-Constitution reports that the Wells employee befriended the 90-year-old customer. He later called her and asked her to come into the branch to sign a transfer document that would move $10,600 from her checking account into savings. Problem is, the form she signed wasn’t a transfer document, but a withdrawal slip. Police say the former Wells worker then used the slip to take the cash out of the woman’s account and deposit it into his own. Because the customer is old but not stupid, she noticed when her $10,600 had gone missing and contacted the police. Authorities worked with the bank and came to the conclusion that the personal banker was the perpetrator. Given that the suspect — who has been charged with felony theft by taking and financial exploitation of an elderly person — recently deposited more than $50,000 in cash into his account, authorities believe there may be other victims out there.

(Reddit)The Internet was ready for the re-opening of bakery, bistro, and Internet drama factory Amy’s Baking Company. One woman who couldn’t get a reservation literally sat outside of the place munching on popcorn, waiting for…explosions? People with Yelp accounts being ejected from the building with a cannon? Whatever spectators were waiting for, they didn’t get it. The massive security presence at the grand re-opening saw to that. Of course, what would dinner at a restaurant run by a local celebrity be if you didn’t get them to pose for a picture? Interesting things did happen in the news-sphere, as ABC drama fans learned from the Arizona Republic that co-owner Samy has been the subject of U.S. Immigration and Customs Enforcement proceedings for the last two years. He just so happened to be the subject of a removal hearing on Monday, which his attorney assured media has nothing to do with the restaurant or its television controversy. According to his attorney, Salomon “Samy” Bouzaglo is an Israeli citizen who was born in Morocco. He does have some kind of troubled past, which he won’t elaborate on for the press, but insists that his residency is legit and that past is behind him. Amy’s Baking Company co-owner faces deportation [Arizona Republic] Amy’s Baking Company Grand Re-Opening Event in Scottsdale, 5/21/13 [New Times] Went to Amy’s Baking Company today [Reddit]

(RedAndJonny) Next January, everyone in America will have to have health coverage or run afoul of federal health care law. But what about those 51 million adults who heavily rely on check-cashing stores and money lenders, and who may not have a checking or savings account? If you don’t have a relationship with a bank, it’s going to be tricky to pay for that required coverage. NPR‘s All Things Considered takes a look at how the situation is likely to shake out come January for people who will have to buy health insurance with federal subsidies in the online insurance marketplaces. Many health plans take a credit card for the first month, and then a customer has to pay every month with either a check or through an electronic transfer from their bank account. If you don’t have that, well, the future is unclear. “You don’t want to take these millions of unbankable people through the entire enrollment process and then at the end of line say, ‘OK, the only way you can pay for your share of the premium is with a bank account number,’ ” notes Dan Schuyler, a director at Leavitt Partners, a firm that is advising private insurers and states on how to comply with the law. Consumer advocates are aware of the coming problem for so-called unbankables, and say that if consumers are required to purchase health coverage, they’re going to need other options besides banks that are easy and affordable. “I think there is a dawning awareness that this is a large problem,” Brian Haile, senior vice president for health policy at Jackson Hewitt Tax Service tells NPR. He formerly worked as the director of he Insurance Exchange Planning Initiative in Tennessee so he knows his stuff. “We raised these issues with the federal government well over a year ago and in a series of about four or five letters.” Back then? Not a word. The Affordable Care Act doesn’t require insurers to accept all forms of payment, and it’s not set out in any other federal health care law either. Perhaps, because federal officials don’t want to push insurance companies away from selling plans on the exchanges, and setting up such payment requirements might dissuade them. For now, it’s kind of a wait and see game, as some providers like WellPoint told NPR they’re working on figuring out “expanded payment options to members.” Others like Cigna and UnitedHealthCare are asking states to allow them to set their own payment policies. Latest Health Hurdle: Buying Insurance Without A Bank Account [NPR]

Spirit CEO Ben Baldanza believes a low price is the same as good customer service.Earlier today, our lunch buddies at Consumer Reports released their roundup of the major U.S.-based commercial airlines. And, in what will be a shock to almost no one who follows the travel industry, Spirit received the lowest possible rating in each of the survey’s six categories. The CEO’s response: “We have great customer service.” Of course Spirit CEO Ben Baldanza is the one who has repeatedly stated that his airline — in spite of being roundly criticized by consumers, regulators, lawmakers, and consumer advocates for its focus on fees and cramming as many bodies into the plane as possible — the “most consumer-friendly airline,” so this level of detachment from reality is nothing new. Baldanza was on CBS This Morning today to defend himself against the Consumer Reports survey, which used data from 16,663 consumers who took 31,732 flights between Jan. 2012 and Jan. 2013. Spirit received the dreaded black dot “Worse” rating in each of the six categories — Check-In Ease; Cabin-Crew Service; Cabin Cleanliness; Baggage Handling; Seating Comfort. It was the only airline to score black dots in more than three categories. “One of the things that Consumer Reports survey didn’t ask is where do you get the lowest fare?” Baldanza told CBS’ Charlie Rose. “They asked about leg room, they asked about check-in, bag fees, and things like that. But the total price they pay on Spirit Airlines is less than they pay on anyone else.” Rose countered by asking Baldanza if it he was implying that it’s impossible to have low fares and offer good customer service. To which the CEO replied, “We do have great customer service.” Rose somehow manages to keep a straight face and points out that the Consumer Reports survey seems to indicate otherwise. And so Baldanza goes back to singing his song about being low-priced. “Well again if you’re measuring the physical distance between you and the seat in front of you, our seats are tighter than the other guy,” he explains, completely avoiding the question on customer service. “But customers care about price, and we allow customers to travel for a lower price than they could otherwise travel.” Baldanza then shows just whose interest Spirit truly serves — the investors. “But let’s talk about the lists that are important,” he says. “You’re saying bottom of the list, but we’re #1 in margin performance for our investors.” In a bit of fun pop psychology, CBS’ Gayle King asks Baldanza to compare Spirit to similar retail or food-service companies. “[W]e’d probably be the Dollar Store,” he replies. “If we were a restaurant, we’d probably be McDonalds or some other kind of fast food chain. No one goes into McDonalds and is surprised they don’t see filet mignon on the menu. When they come to Spirit, they know what they’re getting. They know they’ll get a lower total price than they’ll get anywhere else. They know the seats might be a little bit tighter. They know they’re going to have to bring their own thing to eat on board, but they love that.” Spirit’s total score for the survey was a lowly 50, 13 points behind the second-worst (United), and 39 points behind top-ranked Virgin America, which earned “Better” rankings in every category except for Seating Comfort. This is only the latest in a series of bad survey results for Spirit. Last week, it was the only U.S. carrier to make the SkyTrax list of the world’s 20 worst airlines. This embed is invalid" />

(urgent_98) Remember when that pack of slavering corporate lawyers went after a helpless World Nutella Day, hounding it through the woods and nipping at its heels, trying to silence its delicious message forever? Hush now, that was aaaaall a bad dream, since Ferrero has called off its ravenous legal team and decided to let World Nutella Day live on. We were scared too, not knowing why anyone would want to shut down a celebration of something so delicious. The founder of World Nutella Day dismayed fans earlier this week when she announced that the annual Feb. 5 event wouldn’t happen and that she’d been ordered to take down her site, after receiving a cease-and-desist letter from the Ferrero overlords. But now everything is bright and sunshiney again, as Ferrero explained to Businessweek that this was all just one big misunderstanding. See, the company’s lawyers just have a sort of reflex when it comes to infringement. Using the word Nutella for an event apparently triggered that response, says the company in a statement: “The case arose from a routine brand defense procedure that was activated as a result of some misuse of the Nutella brand on the fan page. Ferrero is pleased to announce that today, after contacting [the founder] and finding together the appropriate solutions, it immediately stopped the previous action.” As such, the founder of the joyous celebration has updated her fellow Nutella lovers on her site, writing: I’m relieved to say there’s been a positive resolution to the situation. Ferrero employees reached out to me directly after I had posted my fan letter online and sent my formal reply to their C&D. They were very gracious and supportive and we were able to have a productive discussion about World Nutella Day living on for the fans, which is the whole point. I believe they were truly interested in resolving the situation in a way that preserved the spirit of the fan-run holiday. I’m satisfied with the turn of events, and I hope to celebrate many more World Nutella Days with you. See you on February 5th! We’ll be there with bells on. Bells filled with Nutella.

(yoshiffles)Patty set out to make a purchase from Ann Taylor Loft. Her friend who lives in a different state did not. And yet, their data is somehow tangled. Patty’s friend’s credit card info is part of Patty’s Ann Taylor account record, and no one has any idea why. It’s all very reminiscent of our classic “Who’s Margaret?” saga from 2011, where Proflowers urged a customer to send flowers to someone in a different state who he had never met. Only it involves a credit card: Patty’s order was put through on her friend’s credit card, even though there is no logical reason why it would have been. Last night, I was shopping online at Ann Taylor Loft. I added two items to my shopping bag, and proceeded to checkout. In order to do so, I entered my email address and clicked on the “forgot password” link (because I had no record of the password I had selected previously). I received several messages indicating that any stored credit card information would be deleted by resetting my password. I proceeded, as I had not done any online shopping with Loft in over a year and I supposed that the billing information on file may be outdated anyway. Once my password was reset, I logged in to my account and clicked the link to continue with the checkout process. I expected to be able to review my billing and shipping address information, but much to my chagrin, the next screen indicated that my order had been placed. The shipping address was fine, but I was horrified to find that the billing address information was not my credit card information, but that of my friend who resides in a different state. I immediately contacted the customer service line. However, after spending an hour on hold and speaking with supervisors at two progressively higher levels of the organization, I was informed that the expedited online shopping system would not permit any changes to be made to my order. Thus, my only option was to notify my friend that a charge would appear on her account and then return my items by mail to get the refund back to her credit card. No one seemed to care that this WASN’T MY CREDIT CARD, nor that my friend’s address was incorrect, nor that she might wind up having to pay a bill to avoid an interest charge, then getting a credit back to her card that she may or may not be able to use. Two supervisors (one last night and another today) advised me that I could take the issue up with the credit card company. This would be difficult, considering, again, that THIS WASN’T MY CREDIT CARD. It was even more galling because the friend’s credit card is an Ann Taylor Loft store card. ARRRGGGHHHH! I find it extremely difficult to believe that there was no way for someone at some level of the organization to override the system, credit my friend’s credit card account for the purchase, and charge my credit card. And clearly the Loft online ordering system was having problems, since the multiple warnings that resetting the password on my account would delete all stored credit card information were apparently invalid. In subsequent discussions with my friend, we cannot figure out how her credit card information would have been stored on my online account anyway. Which, of course, begs the question of whether or not someone else’s credit card information may have populated my account or whether this incident may be repeating with other individuals’ information. One would think Ann Taylor Loft would be somewhat concerned about this possibility and moving to investigate and correct the situation. But no one has informed me of any such activity. No one with whom I have spoken at multiple levels of Customer Service management has provided any assistance. And apparently the “Online Fraud Unit” is either nonexistent or completely ineffective. I would gratefully receive any suggestions you might have about resolving this si