When I first started this blog, it was because most days I had the feeling that some purchase decision I had made was now showing up as a pain in the ass for me, and that I needed to express my anger and frustration but more so, to see if there was a way to gather others to rise up and challenge this treatment of customers. The intention was to focus on the problems but look for solutions.
Blogs are not a very good source of solutions, I have decided. They are a great source of complaints that would not have been heard in such a public place and there is a real value in that.
And the problems have not subsided:
Just today I have problems with Directv, Comcast and Sprint (although I have come to expect cooperation from Sprint, which certainly wasn't the case a year ago. ) I also have complaints against the WSJ who delivered a soaking wet paper to me a couple of days ago on a day when rain had been forecast and indeed, came. The supplier of a prescription drug program insists I was in the Gold program when I was in the Silver program and after three hours of calls, refuse to fix the problem that had been acknowledged in previous calls. And a promised call from a manager never came. Endless pain from companies where I am a customer and treated poorly. This is especially frustrating when it is their mistake I am trying to fix. This is Buying Dangerously and it still thrives.
But blogging doesnt solve the problem. There are other more powerful approaches that I will pursue.
Many things which companies do simply don't work. Much of the time it's not because there are not people really trying, and it must be frustrating to them too. Something is broken and 'its the system' (really!). We really need to look at the system in place where half of what companies do for their customers actually drive them away.
Thats what we will do. Meanwhile, check our www.techtel.com site.