[BC] I Need to Vent!

[Donna Halper]

Disclaimer:  I understand it's a new world, I understand 
globalization, I understand that companies don't do things the way 
they did in the "good old days."  But here is what I DON'T understand.

So I have been an advertiser in the Radio & Records directory for 25 
years.  A few months ago, I got tired of the outrageous rents in 
Boston and moved by office, so I placed an ad in the directory with 
my new address.  R&R must have gotten my change of address because 
they send the magazine to my new address, but for some reason, they 
never changed it on the bills, and for whatever the reason, the bill 
for the ad did not get forwarded to me.  Today, I got an e-mail from 
R&R's "collection agency", and yes it was for real, not some scam to 
get my personal info.  It gave a phone number to call to explain when 
I was gonna pay.  (Now I have paid on time and faithfully for 25 
years, and this was the first time I knew something was wrong, so 
already I am not amused.  Collection agency???? Oh please.  How about 
a phone call to ask if I am okay, since I've been a loyal advertiser 
for years.  But no.)

SO I call the 1-800 number, and it's a terrible connection but the 
moment the person speaks, I know I have gotten INDIA.  Excuse me, but 
I am now gonna sound like Lou Dobbs for a second, may G-d forgive 
me.  You mean Radio & Records, an American company, cannot find any 
Americans to answer their calls and do their billing?????  The guy to 
whom I spoke barely seemed to understand me, I needed to spell 
everything from my new address three times, and I ended the call 
feeling furious at R&R.  Now, in a tough economy, I can understand 
wanting to save a few bucks, but don't these companies get 
it?  Annoying the customer is never a good idea.  Forcing the 
customer to receive sub-standard service from people who barely speak 
English is never a good idea.  And yet, it happened.  I was just 
surprised that even Radio & Records has decided that customer service 
is no longer necessary.  I remember a time when you actually heard 
from your account exec, when people were actually happy to have your 
business.  Amazing... [rant mode off]