There are a few things that we all put up with, which puzzle me. Why do we tolerate computer crashes from our mobile phones? Why do we put up with rude government workers? And finally, why do we accept as normal that service providers of all kinds would not show up on time?
Consider my experiences connected to the recent move.
I call up and order new cable & Internet for my new house in Houston. Comcast is decent with things like this, but even then, they give me a window of four hours for when the installer would arrive. And the installer, as usual, doesn’t arrive until the very last minute. In the past, I’ve had the installer completely blow the window and show up three hours late, or not at all, forcing me to call Customer Service numerous times to check on where the hell the installer is.
I order carpet installed in my New Jersey home. The appointment is made for Friday, and I’m given a time slot of “between noon and 1pm” — which shocked me with how precise it is. Well, with 10 minutes to go to noon, I call the installer to see where he is, and he tells me, “I won’t make it on time, but I can get there by 5pm.” WTF? Why give me a time slot of between noon and 1pm, and then not bother to tell me you’re going to blow it bigtime? Did you not know that you weren’t finished with the prior job at say 11am?
I order U-Haul storage pods for moving. Dropoff is scheduled for Monday. Monday comes and goes, and in the afternoon, I call U-Haul to find out where the hell my pods are, since I need them to actually move things into them. “Oh, sorry, we had a glitch in the system and won’t be able to deliver them until tomorrow.” Tomorrow comes… and starts to go…. It takes three phone calls before I finally get a hold of someone who finally decides to drop off the damn pods. Once finished, I call and schedule a pickup for Tuesday. Tuesday comes and goes. Wednesday comes and goes. I call, I call, I call. Finally, I’m told that they’ll pick up on Friday.
Why do we put up with this? Are we not paying these people?
I have a few suggestions for the service provider industry, including one for real estate.