[BC] I Need to Vent!

[Urban, Brian L]

Donna

Forward your rant to R&R.

Can't hurt for them to hear they have a mad advertiser (and it may help)

--
Brian Urban
Chief Operator
KUT Radio
The University of Texas at Austin
TEL 512-471-1085

On 3/20/09 5:55 PM, "Donna Halper" <dlh at donnahalper.com> wrote:

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]

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