I know they won't print it but at least I tried....

[FormerOstrich]

I submitted the following to the Arizona Republic Editorial section to be considered as a "Be My Guest" column. Since I couldn't find any reference of rules for submitting articles for the guest column section I don't hold much hope that it will ever be printed...but I can only hope. Of course, I can't ever say anything in 200 words or less so LTE on the topic is out of the question.

So I am posting it here so at least the time was not all for naught. Any feedback is welcome (actually I really would love some feedback)!! Thank you!!!

The demise of full service gas stations and the rise of voice mail seem to have been the first warnings of an era of the monolithic corporations. As consumers, there is very little difference between monopolies when the alternative is Oligopolies. We are no longer the customers but the captive audience. Moving our individual business between the small set of participants is of no consequence to any of them. The incentive to please customers becomes more of a quaint memory than of a business mission.

Through downsizing, rightsizing, belt-tightening, and becoming global a few have amassed much wealth, the small business operators became a thing of the past, and the customers have become of little significance. Have you noticed the results of “downsizing” seem to have left us with little other than giants?

Since transitions are just that, we rarely notice how dramatic the changes really are. As the little guy we are playing with a stacked deck. I oftentimes joke that you need to take a full day off from work if you need to straighten out a problem with a bill and/or service. However, there really is more truth in that than we want to admit. Instead we allow things to go undisputed. The cost for goods and services increase and so does our cost of being a customer.

Company policies are designed to discourage us from interacting with them. Calls are often dropped while being transferred to someone that can help you. Customer service representative cannot accept inbound calls. Supervisors are unavailable and will contact you in pre-determined time frame. The person you are speaking to doesn’t have the authority to make that correction but will start some process. Technical support is independent of billing…you have to contact the later to get credit for something you reported to the former. Artificial Intelligent Support agents will guide you through a checklist of actions before being allowed to advance to the next level. Even the instant message support are becoming a message and a reply versus a real-time dialog.

Unfortunately for the consumer increasingly it is not cost effective to try to extract what is your due.

Some things are just not right. The direction seems ominous.

While not alone in the disciplines I have been enduring a protracted, costly reminder from one of the Masters. I do not need a corporate friend in the digital age. I’d prefer a company which would not make it so hard to be their customer. To that end……..

Mr J. Stephen Rizley
Vice President and Region Manager, Arizona
Cox Communication

Mr Rizley,

I realize you are very busy and your time valuable. Actually I have learned much about you recently. I know you are well respected in the business community. I have seen where you have had many speaking engagements on the art of customer service. You are recognized for the impressive results you have achieved in your career. There is no doubt your leadership has been the driving force in the achievement of the J.D. Power and Associates recognition. Your achievements are impressive.

I have learned all of this about you because I have wanted to make an appointment to personally speak with you.

Your staff has told me I cannot escalate my grievance with your company any further than I already have. In other words, they have politely told me that I am a liar, my nearly fifteen years as a customer does not matter, and I can either accept that I have been overcharged and will not be reimbursed or I can not be a customer any longer.

Unfortunately, in spite of scouring SEC reports, Corporate Commission Filings, and many other resources, I have yet to find a way to contact you or your associate staff to make an appointment.

For that matter, many of the support staff in your company are not aware of who you are, or at least that is what they have told me. After pressing the issue, my inquiry was escalated and a more Senior staff person contacted me to tell me it is not possible to speak with you.

I cannot even begin to estimate the number of hours I have invested trying to find a resolution. The expense I have incurred trying to achieve resolution has far exceeded the amount I have been attempting to recoup.

Nearly a year has elapsed since the events with which the problems emerged. I recently tried to propose a compromise, which actually was more of my caving, in exchange for just a small concession from your company. The negotiations started sounding more like groveling so I abandoned the effort. I forgot to ask if I had reached the top of the escalation possibilities for the compromise.

I always try to find the positive in every situation and this unfortunate situation does indeed have an upside. I think there is no finer an example for illustrating how the Corporations in our society are not moving in a direction which seems to be in the majorities best interest.

Thank you,
Former Ostrich
Chandler, Arizon

[global1]

1. Great Letter - Hit The Nail Right On The Head - Customer Service Is Dead.....nt

[ayeshahaqqiqa]

2. what I like about your letter is that it is about something

everyone, liberal or conservative, can relate to and agree upon. I sincerely hope it does get published, and that it wakes up some conservatives to what is really going on--the takeover of government by the corporations.

[FormerOstrich]

3. Thank you very much global1 and ayeshahaqqiqa...

I appreciate your compliments. The Corporations power and influence has becoming frightening (to me). I get capitalism and in a large degree agree with it. I understand the need for investors and profits which provide jobs etc. So many on the right defend what's occurring using that premise. But, I don't think that's what it's all about any more. At least, what we are witnessing today doesn't match the theories I learned in school and the workforce I initially entered.

I know the irony will be missed on many but what does it say that the companies the most skilled at locking their customers out are considered the role models, recipients of awards, and the leaders? How have we come to accept that we are no longer really part of the equation?

Sorry to rant on so....

Once again, thank you very much for the kind words.

[BlueJazz]

4. I enjoyed reading it very much. Something for everybody.

I hope you see it in print!