Venting
Out About Customer Services.
This post is an example of an amateur investigative journalism.
I
don’t like mismanagement.
I
don’t like seeing it when it happens, and of course, I don’t like when it
affects my everyday life.
But
I like writing about it.
It
gives me interesting material.
However
the number of the examples of mismanagement has been gradually growing.
Stuffing
them in one post would make that post
way to long. So I, devised a series.
This
is my second post on events of a mismanagement in or around “our world”.
The
first one is Ignoring
sloppiness: a sign of tolerance or mismanagement?
And
the third one is A Case
Of a Dumb Decision: How IT Screwed Us. Again
Take any company and scratch the surface and I am sure you will find so much chaos - which could have been preventable if the management would invest in elementary customer service logistics. Evidently - no one cares. Because no one is getting responsible for screwing up customer service. What all companies must do is paying $100 to a customer who was screwed (in a proven case).
But most of all, all those stories tell about HR departments. Those people do nothing to help the companies to grow. Of course, they do a lot of paperwork, background checking. But HR #1 mission is helping staff to grow. What do they do for that? Useless workshops. Example: many service representative do not gauge the caller. They just read the book and have no idea how would that affect the caller. Once I told to the guy, "Speak slower, and enunciate as I do. I have an accent, I know that, that is why when I am in an important talk I speak slowly and enunciate, so, you do the same - please". Recently I read in a paper that big med company MetLife bought services of some startup Cogito. It shows in a form an emoji to a service representative in a phone call what emotion a client may have. This is what HR had to be doing - training the personnel how to communicate with clients. But they chose the easy way - pay money to a tech company to solve their problems. Most of HR are very unprofessional in what they do, but no one can assess the quality of their work, because no one really cares about what they do (I did some experimenting in this area). In my "previous" life (before moving to the U.S.) I was consulting school and district administrators (as one of my professional activities). One of the first rules of professional administrating is state clearly the mission of each entity of your company and help people to grow professionally. For HR and all supervisors life has become so much easier these days; you don't have to care about professional growth of your employees any more, you just buy an app for that.
And the problem goes well beyond HR departments.
A short story about a garage parking.
I use this garage four to five times a week. This is what you do to use it. To enter you take a ticket. Then you validate it (often barely readable). Then you use a ticketing machine to pay for it. Then you use it at a gate. Standard stuff. For the last two weeks four times out of five my ticket did not work at the gate. And it was not just me - I saw people having the same troubles. When a gate does not open you have to call "police". Someone comes and opens it to you. There is not mystery why this started happening. The ticketing machine has not good printing paper left. Check this ticket: you can see clearly printed time of entering the garage. But the time of leaving is barely visible. The machine that opens a gate just cannot read it.
Here is a short video as an illustration.
So, why does it happen?
The answer is - the manager of this garage is incompetent and does not doing his/her job properly.
With machines printing tickets for every entering vehicle it is a simple mathematical task to estimate how many tickets will be printed, on average, every month, or a year. For the machine printing time of leaving (when a ticked is paid) there is a known number of tickets it can print before the printing cartridge needs to be replaced (just read a manual). A manager has to set a calendar reminder - check the cartridge on so-and-so day. And when the cartridge is close to over - order a replacement. Done. A trivial managing task. The worst case scenario, a manager has to instruct the troops - keep track of the number of complains per a week and if it spikes - call me!
And since that has not happened - that manager just sucks at his/her job.
BTW: every time when one has to call "police" those guys start asking lots of questions, like, when did you enter the garage, did you validate your ticket, how many hours did you stay, did you pay, are you sure? All those questions is a waste of time. All that information is on the ticket. ALL! Well, maybe the ticket I have was not mine, maybe I stole or took away from another person, who now is having amnesia? But how would "police" know it from all the answers they want from me? The reason those guys don't know what they do is that their supervisor - the garage manager - did not properly trained them.
But his is not the end of the story. Why does the garage manager suck on his/her duty? Because his/her supervisor did not set clear criteria of the quality of his/her work. So, this "little" ticketing issue demonstrates that the whole managing vertical is filled with people who don't know how to manage.
And now ask yourself, how many such garages, stores, warehouses, etc. exist and "function"?
Example. You plan your day. You arrive to the place and see this.
If you knew beforehand, you could rearrange your day. But you didn't. Even if the management had your phone number and email (required) no one sent you an SMS or an email. Why? Because no one cares. Why? Because no one in the management cares. Because there no one judges the quality of management.
Way too many so called managers believe that "managing" is merely "giving commands to subordinates". But in fact, giving a command is the last action of a manager. Before that he/she needs to do work in order to understand what command needs to be given (or not) and why. Management - as a human institution or practice - has its mission. Evidently, many "managers" do not know what that mission is.
This web page offers stories of my encounter with customer
service representatives of various companies: my latest encounters with AT&T
and Comcast, and a very long story about Liberty Mutual, then an old encounter with AT&T , and then my encounter with the MBTA.
A short story about a garage parking.
I use this garage four to five times a week. This is what you do to use it. To enter you take a ticket. Then you validate it (often barely readable). Then you use a ticketing machine to pay for it. Then you use it at a gate. Standard stuff. For the last two weeks four times out of five my ticket did not work at the gate. And it was not just me - I saw people having the same troubles. When a gate does not open you have to call "police". Someone comes and opens it to you. There is not mystery why this started happening. The ticketing machine has not good printing paper left. Check this ticket: you can see clearly printed time of entering the garage. But the time of leaving is barely visible. The machine that opens a gate just cannot read it.
So, why does it happen?
The answer is - the manager of this garage is incompetent and does not doing his/her job properly.
With machines printing tickets for every entering vehicle it is a simple mathematical task to estimate how many tickets will be printed, on average, every month, or a year. For the machine printing time of leaving (when a ticked is paid) there is a known number of tickets it can print before the printing cartridge needs to be replaced (just read a manual). A manager has to set a calendar reminder - check the cartridge on so-and-so day. And when the cartridge is close to over - order a replacement. Done. A trivial managing task. The worst case scenario, a manager has to instruct the troops - keep track of the number of complains per a week and if it spikes - call me!
And since that has not happened - that manager just sucks at his/her job.
BTW: every time when one has to call "police" those guys start asking lots of questions, like, when did you enter the garage, did you validate your ticket, how many hours did you stay, did you pay, are you sure? All those questions is a waste of time. All that information is on the ticket. ALL! Well, maybe the ticket I have was not mine, maybe I stole or took away from another person, who now is having amnesia? But how would "police" know it from all the answers they want from me? The reason those guys don't know what they do is that their supervisor - the garage manager - did not properly trained them.
But his is not the end of the story. Why does the garage manager suck on his/her duty? Because his/her supervisor did not set clear criteria of the quality of his/her work. So, this "little" ticketing issue demonstrates that the whole managing vertical is filled with people who don't know how to manage.
And now ask yourself, how many such garages, stores, warehouses, etc. exist and "function"?
Example. You plan your day. You arrive to the place and see this.
Way too many so called managers believe that "managing" is merely "giving commands to subordinates". But in fact, giving a command is the last action of a manager. Before that he/she needs to do work in order to understand what command needs to be given (or not) and why. Management - as a human institution or practice - has its mission. Evidently, many "managers" do not know what that mission is.
I. AT&T and
traveling abroad.
Spoiler alert: this is a case of a long conversation - altogether with four people in one call. Because AT&T made me pay for the services it could not deliver. And in the end, buying Passport is a waist of money, at least for Russia, because in a big city you can always find wifi, but in a small town AT&T contracts the cheapest provider, so all you can do is send an sms - at the best. But also this story demonstrate how bad AT&T management is.
At first: the transcripts of my chat.
At first: the transcripts of my chat.
AT&T: Hi,
I’m AT&T’s automated virtual assistant. How can I help you today?
Me:
(copy and paste prepared text): Hi I was traveling to Russia, for my phone
line ##### I purchased Passport. However, when I was in Russia I could not use
it due to technical issues. I had at least 4 Skype conversations with AT&T
services, the last time I called I was told my SIM card would need to be
provisioned again, and someone would call me back - but that never happened.
Eventually I returned to the US, but I believe charging me for the plan which
did not work is wrong.
AT&T: I’m
afraid I am having trouble understanding. Could you please try asking your
question with fewer words? You will be able to ask follow up questions later if
necessary.
Me: talk
to living person
AT&T: Let
me get you to a specialist. Please tell us your first name.
Me: Valentin
AT&T: Thank
you. Please wait as you are assigned to the next available specialist who will
assist you.
We
are now transferring you.
Mylene
Enters chat
Me: Hi
I was traveling to Russia, for my phone line ##### I purchased Passport.
However, when I was in Russia I could not use it due to technical issues. I had
at least 4 Skype conversations with AT&T services, the last time I called I
was told my SIM card would need to be provisioned again, and someone would call
me back - but that never happened. Eventually I returned to the US, but I
believe charging me for the plan which did not work is wrong.
Mylene: Please
allow me to review your request
Me: OK
Mylene: Thank
you.
Mylene: Thank
you for waiting.
Mylene: Hi
Valentin
Mylene: I
do have now your account pulled up. Please allow me to review your bill
regarding the charge
Me: OK
Mylene: Thank
you.
Mylene: Thanks
for your patience.
Mylene: Please
give me a minute while I look into this.
Me: OK
Mylene: Thank
you.
Mylene: Thanks
for your patience.
Mylene: I
see that the total charge is $62.80. I'm now on your account notes. I just have
to verify the information provided with your usage
Me: I
just want to let you know that I have been with AT&T for a very long time.
But the last three years were just a disaster. I had to call with different
issues so many times.
Mylene: Oh
I sincerely apologize about this, and thank you with your business with us.
Please allow me to work with my resolution
Me: in
2018 only I had to call at least a dozen times to call to supervisors and
supervisors of supervisors to fix things. It is just getting exhausting
Mylene: I
totally understand I will feel the same feeling if I were in your position
Mylene: Please
allow me a minute to work for you
Me: OK
Mylene: Thank
you.
Mylene: still
working here
Mylene: I
will have my supervisor engage within our chat to check option about the
charges
Mylene: I
will transfer you now. Thank you for choosing AT&T! We appreciate your
business.
Mylene
has left the chat
You
are being transferred, please hold...
Agent
Philip - Supervisor enters chat
Philip
- Supervisor: Hi! My name is Philip - Supervisor. I'm happy to help!
Please give me a moment to review your request.
Me: OK
Philip
- Supervisor: Thank you.
Me: AT&T
has billions in debt, and clearly it negatively affected its quality, just last
year I had to spend hours communicating with AT&T fixing various issues. I
am getting tired of that.
Philip
- Supervisor: Hello Valentin, I really appreciate you sharing the history
of this concern as I do have a resolution in mind considering all things that
happened. I actually agree with you strongly that paying for something that
didn't really work is very unfair, I would be feeling the same way. So here's
what we can do - we're actually really concerned about your satisfaction and
would really like to keep you as a valued customer. Is it okay if we connect
you this time directly to our Customer loyalty team to check all possible
options for this? Are you available on the number ###########? There will be no
wait time by the way, the call will be immediate!
Me: I
can talk on a different line ##########
Philip
- Supervisor: Thank you so much for sharing an alternative number, we'll
reach out to that!
Philip
- Supervisor: Thank you so much for answering the phone call !
Me: OK
Philip
- Supervisor: Happy to help! Thank you for choosing AT&T. We
appreciate your business.
Thank
you for chatting with us today. The agent has left this conversation. Please
continue to browse our website and use our self-service options.
My
phone rings. For the first to three minutes I could not hear the person on the
other side, the voice was constantly breaking, and my phone is connected to
AT&T Microcell (because AT&T signal at my location is just awful, I had to by a Microcell). Of course, I had to repeat from scratch everything I said
before in my chat. Long story short, after about 7 minutes of back and force I
was informed that I need to talk to the right person and I will be switched
again. To Peter.
So,
Peter picked up the conversation, and his first question was “Please, tell me
what the issue is”. I should have recorded our phone conversation, it would be
instructive. But since it was the fourth time, I eventually asked, if he could
reach my account. Of course he could. So, I said, “Every single piece of
information should be available for you. My original statement, when I started
the plan, when I ended the plan, when I talked to costumer services, etc.. You
know my statement, I believe I should not have been charged for the services I
could not use in full. You need to make your mind and tell me, either you can
do something or not.”
After
a long pause I was notified that my plan will be credited, meaning I should get
a refund. Success! That is the right thing to do. But it would have been even better if
after my regular complains on the inability to use my international plan in
full, the charge would not have been even done, and I would not have to spend
almost two hours of my time to fix it.
Note: My
wife also traveled to Russia and for her we also purchased AT&T Passport
plan. For three days after arriving to Moscow she could not use your phone at all. I
had to call – again - to AT&T technical services to fix it (but at least
for her they were able to fix it). However she stays in a small town and she
never could use Skype to video chat with me, all we could do is exchanging text
messages. So, we bought that Passport plan for nothing.
Some
years ago I got an AT&T Go-phone and used it briefly. Before traveling to Russia I dug it out
and decided to bring it as a gift. To unlock the phone I went to AT&T web
page and entered the data. Several days later AT&T sent me an email which
said there's an issue with unlocking this phone, I should contact customer
services. I called customer services, a lady told me she could not unlock my
phone but she left a note and opened a ticket. Three days later I got an email
from AT&T saying that to unlock the phone I had to go to the designated Web
page and enter the data to “unlock my phone” page. See? I made the full circle.
So, I called again, and a lady told me: “You don't need to unlock a phone
because it was a Go-phone and was already unlocked, and all you need to do is just
insert a SIM card”. By that time I was back to the US. So, I called to Russia and
told my wife to use a SIM card from her mother's phone, to test. And what do you think did happen? Of course it
didn't work! The phone was locked, as I expected.
This
story is still fresh and has no ending. I'm gonna call AT&T again and, I'm
gonna spend hours in chat and talk before something will happen. I expect they
will tell me that my old Go-phone will not be suitable for use in Russia
because that's the easiest way for them to solve the problem.
Cont. I prepared a text and started a chat wuth AT&T. In my prepared statement I described the whole story and finished with I want to talk to a supervisor right now, because I already talked to the people of the current level and it did not help. Supervisor joined the chat. Eventually he called his supervisor. Eventually he told me he could not do anything because it was a Go-Phone, so I need to call the Go-Phone team. I asked, why this was the first time someone told me that? He said "sorry" and ended the chat. Now, I will be calling to Go-Phone team.
Cont. I prepared a text and started a chat wuth AT&T. In my prepared statement I described the whole story and finished with I want to talk to a supervisor right now, because I already talked to the people of the current level and it did not help. Supervisor joined the chat. Eventually he called his supervisor. Eventually he told me he could not do anything because it was a Go-Phone, so I need to call the Go-Phone team. I asked, why this was the first time someone told me that? He said "sorry" and ended the chat. Now, I will be calling to Go-Phone team.
In order to demonstrate how bad
AT&T is at such simple task like unlocking an old Go-Phone I want to show
the communication with the last supervisor.
Alleo - Supervisor: Hi! My name is Alleo -
Supervisor. I'm happy to help! Please give me a moment to review your request.
Me: OK
Alleo - Supervisor: I perfectly understand that
you want to unlock a device, I know how important it is.
Alleo - Supervisor: We're seeing here that you
may process it thru att.com/deviceunlock
Alleo - Supervisor: Or contact our
GoPhone/Prepaid Team
Alleo - Supervisor: 800-901-9878
Alleo - Supervisor: Is there anything else I can
help you with?
Me (copy and paste prepared text): OK, this is the full story for you Some
years ago I got an AT&T Go-phone and used it briefly. Before traveling to
Russia I dug it out and decided to bring it as a gift. To unlock the phone I
went to AT&T web page and entered the data. Several days later AT&T
sent me an email which said there's an issue with unlocking this phone, I
should contact customer services. I called customer services, a lady told me
she could not unlock my phone but she left a note and opened a ticket. Three
days later I got an email from AT&T saying that to unlock the phone I had
to go to the designated Web page and enter the data to “unlock my phone” page.
See? I made the full circle. So, I called again, and a lady told me: “You don't
need to unlock a phone because it was a Go-phone and was already unlocked, and
all you need to do is just insert a SIM card”. By that time I was back to the
US. So, I called to Russia and told my wife to use a SIM card from her mother's
phone, to test. But the phone was locked.
Me: so - you either tell me you cannot
unlock the phone in question - because it is impossible - or you personally
take care of it. Either way I will publish this that online
Alleo - Supervisor: I got you on that.
Alleo - Supervisor: I do apologize, we don't
have an access to unlock the Prepaid Phone.
Alleo - Supervisor: We need to coordinate with
Prepaid Team.
Me: so - coordinate
Alleo - Supervisor: Yes, that's go phone device.
Alleo - Supervisor: So you need to call them directly.
Me: it is on your side
Me: contact them - I authorize you
Alleo - Supervisor: Nope, we're from POSTPAID
Department.
Alleo - Supervisor: They will not allow me. You need
to call them directly.
Alleo - Supervisor: Is there anything else I can
help you with?
Me: give me please the exact number I need
to call
Alleo - Supervisor: Number is 800-901-9878
Me: but also - tell me you cannot switch my
chat to them - that I HAVE to talk to them on the phone
Alleo - Supervisor: There's no chat department
for that team.
Alleo - Supervisor: They can only contact over
the phone.
Me: so - why did no one said it to me before?
this is the 4th time I talk to ATT
Alleo - Supervisor: I do apologize.
Alleo - Supervisor: I know how important it is
for you.
Alleo - Supervisor: You may contact them now.
Me: well, at least you game me more material
about ATT
Alleo - Supervisor: Thank you for choosing
AT&T! We appreciate your business.
Thank
you for chatting with us today. The agent has left this chat.
I went to the
AT&T web-page. There is no way to chat with Go-Phone team.
So I called the
numbers. Both. Several times. Both numbers lead you to the same robot. Why even using two different numbers? Every time I get to the same robot, and the first questions
it asks – the phone number, which I don’t have. Despite my best efforts I could
not pass the robot, it offers only two options, automatic activation of a new
phone, or go fork yourself.
I decided to check
my luck and called a generic AT&T customer representative. I explained the
case and said I need to get to a live person on Go-Phone team. As you know from
my conversation with Alleo – Supervisor, he told me that would be impossible
(see text in red). But this lady switched me! So, Alleo – Supervisor BS-ed
me. In my new situation that was a good news, I finally could get to someone on
Go-Phone team. And I did. Of course, I had to explain the whole story again.
Eventually the guy understood what I wanted. And eventually he told me that he
could not do anything because I lost the original phone number the phone had
when I bought it. I told him SKU, FCCID, IMEI, I could find S/N if needed. No –
without the original phone number he could not unlock the phone. I told him
that unlocking a phone means disconnecting a specific device from the network.
It is about the device, and I have all the information about it. He said – no,
without the original phone number it was impossible. I said that I needed a
confirmation from a supervisor. He put me on hold, and disappeared. I have been
waiting for almost a half an hour. No one returned to me. Evidently, it is the strategy
AT&T uses when they cannot help. They put a caller on hold and wait until
the caller gets tired of waiting and drops the call.
You can see from the pictures (I used my phone as a recording device and called from a land line), my conversation with the first lady and then with the guy who disappeared took 12 minutes. But the phone shows the conversation lasted 36 minutes (actually more - I was curious and had other things to do), so AT&T did not want to disconnect, they wanted me to do that. So, I eventually did.
So, ladies and
gentlemen, I gave up. This is not a story with a happy ending. AT&T won. I
lost. But I am waiting for the merger of Sprint and T-Mobile. As soon as it
happens – I am switching. And so should you.
All
my experience screams that the management
quality in AT&T is just extremely extremely low.
BTW: in the meantime I decided to post once a week a twit with the link to this post.
II.
Comcast makes you wait? That’s normal. But what if you do not even know what to
expect?
And
now an illustration how Comcast works. I made an appointment. A guy came, and
eventually told me he could not fix the strength of the signal and needed a new
appointment. We agreed to meet again in a day at 4 pm. On the day of the
appointment I was waiting for the guy. No one came. Eventually when the darkness fell and it was clear no one would come, I called the Comcast. Turned out the
technicians changed the day of the appointment without telling me about it, and
even without telling me when the new appointment would have to happen. Plus,
the day they chose for themselves would not work for me at all. Good thing I
called. Although, I should not have done it at all. Comcast should have
informed me right after they made the change in the original agreement.
P.S. I used to live in an apartment building. I had issues with TV lineup. I called, one guy came, said fixed it, but - didn't. Then another one - same thing. It took the third guy who investigated the issue, asked me how to get to the roof, and finally figured out what was wrong and fixed the issue. My experience tells me that this is very usual ratio: out of three or four contractors only one is real professional.
III. What Liberty Mutual Does to you (and Geico, too)
If a bicycle is a
vehicle, it CANNOT ride against the traffic on the wrong side of a road.
P.S. I used to live in an apartment building. I had issues with TV lineup. I called, one guy came, said fixed it, but - didn't. Then another one - same thing. It took the third guy who investigated the issue, asked me how to get to the roof, and finally figured out what was wrong and fixed the issue. My experience tells me that this is very usual ratio: out of three or four contractors only one is real professional.
III. What Liberty Mutual Does to you (and Geico, too)
This story is about an accident when my car was hit by a man on a bicycle riding on the wrong side of a
road, but my insurance company Liberty Mutual found me liable, and after my long (as you see by this post) fight with
the company I finally switched to Geico (FYI: I saved! But – the story was not
over! I had to switch again). So, if you have time and curios about how insurance company can fork
you, you are welcome to use my experience.
Below is the first letter I sent right after the accident.
______________
TO: Liberty Mutual Group, Inc.
175 Berkeley Street
Boston, Massachusetts 02116
175 Berkeley Street
Boston, Massachusetts 02116
TO:
CRASH RECORDS
REGISTRY
OF MOTOR VEHICLES
P.O.
BOX 55889
BOSTON
MA 02205-5889
TO:
BRAINTREE POLICE DEPARTMENT
282
UNION ST
BRAINTREE
MA 02184
The description of
the accident. Claim number 033075802
(Liberty Mutual)
The
accident happened on 12/24/2015 around 9:30 am by the building at 95 Commercial
St., Braintree, MA.
I
dropped off my wife at Braintree nursing center at 95 Commercial St, and was
leaving the territory.
I
had to make the right turn in order to get into traffic along Commercial St.
toward I-93 (so the building 95 Commercial St would be on my right side).
When
I approached the exit from the territory to the street I made a stop, looked to
the right, it was clear, no pedestrians, cars, cyclists were seen at least 20
yards to the right (note: the street is not horizontal, to the right from me,
toward I-93 the street has an upward incline, like a ramp, about 15 yards to
the right from the point of leaving the territory there is a pedestrian
crosswalk, which also was clear, and there was no one on another side of the
street who could start crossing the street toward 95 Commercial St. building);
then I looked to the left, it was clear, no cars, pedestrians, or anybody else
were seen at least 100 yards from the car all the way toward the light on the
cross-section between the Commercial St. and Quincy Ave.
I
began moving the car out from the territory into the lane and making the right
turn, and as soon as my car was reaching the middle of the lane I heard a bump
and saw a person flying over the hood of my car and a bicycle flying over the
hood of my car in the direction down the street toward the 7-11 store which is
close to the cross-section between the Commercial St. and Quincy Ave.
I
immediately stopped and left the car to help the person, I helped to convince
the person to be taken to a hospital, I described what happened to the
policemen arrived to the scene, by the request of the policemen I moved the car
away from blocking the lane back into the territory of the building, and stayed
at the scene until the policemen let me drive away (he did not give me a
ticket, which indicates he did not find in my actions any violations).
I
would like to add the following:
1.
everything I did was strictly within the law, I had not violated the law.
2.
(a)
the bicycle did not bounce back after the collision as it would be if it was
moving slowly, it had flown over the car and landed yards away from it;
(b)The
bicycle rider did not land on the hood, he did not slid over the hood on
another side of the car as it would be if he was moving slowly, he had flown over
the car and landed yards away from it;
these
facts indicate that the bicyclist was traveling very fast, especially
considering that he was riding down the hill, he was speeding up in his motion,
and just a second before the collision he was outside of the visibility.
3.
the bicyclist did not wear a helmet, which indicates his disregard for his own
safety and his disregard for the law
4.
according to the Massachusetts Bicycle Law (Chapter 85, Section 11 of the
General Laws of the Commonwealth of Massachusetts): quote “Every person
operating a bicycle … shall be subject to the traffic laws and regulations of
the Commonwealth”, end of quote.
This
whole accident would never had happened if the bicyclist was not braking the
law by driving on the wrong side of the road.
If
another car, or a motorcycle, or another motorized vehicle would have hit my
car into its front right wheel due to driving against the direction of the
traffic using a wrong side of a road there would be no question who was
responsible for the accident.
Following
the law everyone who analyses this accident comes to the conclusion that the
whole responsibility for the accident falls on the bicyclist.
If
the bicyclist would follow the law to the letter this accident would never had
happened.
Thank
you
Valentin
Voroshilov
Liberty
Mutual
Policy
# AD1-218-429574-40
___________
The
letter above was sent to three addresses on Dec. 25th.
In
about two weeks months I got a first call from Liberty Mutual. The investigator
asked me to describe the accident.
Below
is the transcripts of my conversation.
___________
NT: Sorry Mr.
Voroshilov?
VV: Yeah?
NT: How do you
pronounce your last name, I’m sorry.
VV: Voroshilov.
NT: Voroshilov?
VV: Yeah.
NT: Okay, uh,
this is Nicole Taft. I am interviewing
Valentin Voroshilov in regards to the accident he was involved in on December
24, 2015. This is regarding claim number
033075082. Today’s date is, uh, January
5 2016 and the time is 11, uh, 11:09 a.m.
Mr.
Voroshilov, do you understand that I’m recording our conversation today?
VV: Yes, I do.
NT: And do I
have your permission to do so?
VV: Yes, you
are.
NT: Okay, uh,
is there any reason why I wouldn’t be able to take your statement, uh, are you
under the influence of anything that may influence your statement?
VV: Mm, no.
NT: Okay,
alright, it’s a question I have to ask.
Um, okay, can you please state your full name and spell your last name for
me?
VV: My name is
Valentin Voroshilov. It’s, uh, V-OR-O-S-H-I-L-O-V.
NT: Okay, and
were you involved in the accident on December 24, 2015?
VV: Yes, it
was around 9:30 in the morning.
NT: Okay, and
were you the driver of the vehicle?
VV: Yes.
NT: Okay, and
what vehicle were you driving at the time of the accident?
VV: Um, my
car, grey Elantra, 2014 make.
NT: Okay, and
did you have any passengers with you?
VV: No, I was
alone.
NT: Okay, and,
um, do you remember the city and town where the accident occurred?
VV: Braintree.
NT: Okay, uh,
and do you know how many, uh, what the weather was like on the day, I’m sorry?
VV: What was
it?
NT: Uh, the
water, how the weather was (unintelligible)?
VV: Uh, it
was, uh, dry, clear weather.
NT: Okay.
V: No rain,
no snow.
NT: Okay. Um…
VV: It was a
little bit wet, because I think it was from the rain at night.
NT: Okay. Um, and where were you going at the time of
the loss?
VV: So, um,
just before the accident…
NT: Mm hmm.
VV: I dropped
my wife at 95 Commercial Street in Braintree, she works there.
NT: Okay.
VV: So that
building has a parking.
NT: Yeah.
VV: And, uh, I
was waiting that parking, uh, towards the Commercial Street, Commercial Street…
NT: Mm hmm.
VV: …goes, uh,
well, in one direction it goes towards, uh, toward I-93, so I need to go to
I-93 to that direction or it can also say toward the Braintree Police Station
because it’s right over there in that direction.
NT: Okay. Alright, um, so you were going towards I-93?
VV: Well, I
was leaving the parking into the lane, into, into the traffic. I was not…
NT: Oh, okay.
VV: …on
Commercial.
NT: Okay.
VV: I was on
parking.
NT: Mm hmm.
VV: And there
the parking has the, well, uh, it’s not that kind of exit…
NT: Mm hmm.
VV: …into the
Commercial Street, the Commercial Street has two lanes…
NT: Mm hmm.
VV: …and one
lane goes I-93, uh, to police station and another lane goes in other direction
towards, uh, intersection with Queens Avenue.
NT: Okay.
VV: There’s a
light and there’s a 711 close to that and after the (unintelligible), there’s a
church.
NT: Mm hmm.
VV: So, uh, I,
I was not in the lane, I was entering the lane making the right turn.
NT: Okay,
alright, um, and just to help me confirm it’s the Royal, uh, the nursing home?
VV: Yes,
Braintree, uh, Royal, uh, Nursing Home.
NT: Okay, now,
is the parking lot on the same side of the church or is it the opposite side?
VV: Uh, the
one I was, uh, on the opposite side of the church.
NT: Oh, okay.
VV: It’s a
large parking.
NT: Yeah.
VV: Um, where
also, uh, all, uh, emergency vehicle…
NT: Mm hmm.
VV: …uh, they
park there when they bring patients.
NT: Okay,
alright, um, and so if you could just tell me, um, about what happened in the
loss?
VV: Well, as I
was approaching the, well, you can say boundary between the parking and the
lane.
NT: Yeah.
VV: So I
looked to the right.
NT: Mm hmm.
VV: There is a
(unintelligible) lane…
NT: Yeah.
VV: …uh, about
(unintelligible) ten
yards about and, uh, uh, the streets
actually bends, uh, behind the building over there so.
NT: Mm.
VV: But the,
the view was clear, no one, no pedestrians nothing, you know, was over there,
so I looked to the left and, uh, down to the, uh, light. I didn’t see, uh, again anybody, no
pedestrians, no cars.
NT: Mm hmm.
VV: So, and I
started leaving, uh, the parking the space…
NT: Mm hmm.
VV: …entering
to the, the lane, which in the, uh, to do that I was making the right turn, so…
NT: Okay.
VV: …so, uh,
and, uh, while I was, uh, maybe I would say a half in the lane…
NT: Mm hmm.
VV: …I, I saw,
um, uh, person flying over my car basically, that’s how this happened.
NT: Okay, now
were you moving at the time of the loss?
VV: I was
slightly moving because I was making the turn entering, entering into the lane.
NT: Okay, and…
VV: So when
this happened to my car was probably at I don’t know 45 degrees…
NT: Mm.
VV: …to the
direction…
NT: Okay.
VV: …of the
lane.
NT: Okay.
VV: So it was
perpendicularly because I was leaving the parking, you know?
NT: Okay.
VV: And when
you make a turn, so eventually you reach half way 30 degrees and then eventually
you’re getting into the lane, you know, so I was around like 45 degrees.
NT: Okay. And now was the person coming on the same
side of the street or the opposite side of the street?
VV: No, she
was running, uh, um, on the same side otherwise she wouldn’t reach me because
my car wasn’t even in the lane, my car…
NT: Mm hmm.
VV: …the, the
street has two lanes.
NT: Okay.
VV: And the,
the lane I was entering was direct that has direction of the traffic toward
I-93…
NT: Mm hmm.
VV: …and she
was right on this side in opposite direction.
NT: Mm hmm.
VV: So, uh,
uh, she had to travel on the other side, of the road, uh, there was a
dementation, line, uh, which divides this road into two lane…
NT: Mm hmm.
VV: …and the
she was already against the allow of traffic, you know?
NT: Mm
hmm. Now, um, when the vehicle was
impacted, uh, did you see where he actually hit on your vehicle?
VV: Well, uh,
she, she, hit the vehicle into the, uh, right front wheel, somewhere in that
area.
NT: Mm hmm.
VV: You see,
she hit me not I didn’t.
NT: Mm hmm.
VV: She
entered my vehicle into the right side in the low close to the, uh, I believe
it was actually, uh, the tire, she hit in the tire.
NT: Okay. And did you ever…
VV: And she
flew over the hood, there’s a mark and the policeman took a picture of that
with his phone, there’s a mark on the hood, you know?
NT: Yes.
VV: On the top
of the, the bend.
NT: Okay.
VV: So she
flew over and, uh, his bike flew over and, uh, landed like, I don’t know
several yards away and this is how fast he was traveling.
NT: Mm hmm.
VV: He didn’t
bounce back.
NT: Okay.
VV: And he
just, you know, he didn’t flip over the hood, he flew over it.
NT: Okay, and…
VV: Like a
projectile.
NT: Yeah. Now, when you, okay, when he impacted the
vehicle, did you immediately get out of the car?
VV: Of course
I, I immediately stopped, I get out, I went to see him, uh, and, uh, uh, from,
uh, the, the, then, uh, I noticed the vehicle parked because it’s a facility,
you know, so those guys went out so we started talking to him and, uh, he
didn’t want to go to the hospital first, but we convinced him to go to the
hospital. And the police came too and
the policeman took, uh, my statement and other statements and, uh, then, uh,
the last thing I remember police said I can go…
NT: Mm hmm.
VV: …uh,
policeman took the bicycle into the car…
NT: Mm hmm.
VV: …and, uh,
he said that he, he wouldn’t give me a ticket because he didn’t find anything
wrong in my doings and, uh…
NT: Yeah, so…
VV: …he said
that, uh, I would have to take next day, uh, come next day to take the, to get
the report and I did that and I sent actually to, to, to, to the insurance
company.
NT: Yeah, I
have that, um, I just have some additional questions for you. Now, you said you were looking to, um, when
you were coming out of the parking lot, you said you were looking which way?
VV: Well, I
looked to the right…
NT: Okay.
VV: …I looked
to the left and when I started moving to the, I, uh, I, uh, uh, into the
traffic it lane, well there was no traffic, I, I or I looked, uh, well how,
it’s, uh, to the right.
NT: Mm hmm.
VV: And this,
well I can say probably again, around, uh, 45 degrees, uh, toward, toward, uh,
the center line of my car, that’s how we do it because…
NT: Yeah.
VV: …you don’t
look just straight ahead, you have to look both to see just in case any,
anything unexpected from the right. And
I didn’t see anything, if I saw I would stop, I’m very careful driver.
NT: Yeah.
VV: And I have
a very good reaction time.
NT: Yeah.
VV: You can
ask my wife.
NT: Okay. Now, did you ever notice if he had any, um
distractions? Was he on the phone, was
he listening to music at the time? Did
you notice if any distractions that he possibly had?
VV: I do not
know, uh…
NT: Okay.
VV: …I don’t
remember, um, what I remember he didn’t have helmet.
NT: Right.
VV: Uh, he had
like just a, a cap, you know, I don’t know or made of some wool, yeah.
NT: Alright,
uh…
VV: Plus I
don’t remember now if he had any headphones or, I just cannot say for sure.
NT: That’s
okay, um, and then when you seen him, um, on the ground, um, did you see if any
injuries that he had or he was claiming it, any injures?
VV: Well,
once, uh, so once he got up…
NT: Okay.
VV: …and I was
with him and, uh, uh, personnel from emergency vehicle was with him we asked,
uh, where did it hurt and, uh, of course he pointed at, uh, I think left leg
below the knee, maybe above. I think it
was below and, uh, he said, is it and it hurts here and, uh, it looked like
some kind of a scratch and, uh, uh, the, the person, um, on emergency…
NT: Mm hmm.
VV: …she looks
at it, it, uh, she said, okay and, uh, then, uh, he, uh, asked about what about
this, I think on his right hand he, I mean and, and, uh, his right leg…
NT: Okay.
VV: …he also
has some kind of a bruise and, uh, uh, the person asked if, if, if it hurts
here and the guy said, yes, it hurts there.
And, uh, the, the person, uh, um, said, the medical guy…
NT: Okay.
VV: …says it
looks like a hematoma and, uh, he would advise to check on the, the guys said,
I don’t want to go to the hospital, I want to kind of stay.
NT: Mm hmm.
VV: And, uh,
uh…
NT: Okay.
VV: …the guy
said, that, uh, if we’re going to pay for that, he’d have to check, I said, you
have to check, so and he agreed and that’s it.
NT: Okay,
alright then, um, and then were you ever issued a citation at all from the
loss?
VV: Um, for,
can you repeat?
NT: Oh were
you ever issued a citation or a ticket from the loss?
VV: No, I
didn’t have any citation any tickets.
NT: Okay,
alright. Uh, I think…
VV: The
officer told me, I said…
NT: Mm hmm.
VV: …I, uh,
two things, uh, I, well I had three interactions with the officer.
NT: Mm hmm.
VV: First he
asked me what happened and I described.
Then I asked him what do I do about the car because it was half in, in
the lane, so other cars kind of had to get their away around it, so he, uh,
said that I could pull my car back to the parking.
NT: Mm hmm.
VV: So I did
that and I left it there and the last, uh, interaction was when he came to me
and he said, well, you can go, I don’t give you a ticket, but my superior might
issue it to you later, but that did not happen.
I don’t have any citation up to now.
NT: Okay. Alright, um, just one more question. Now, were you wearing your seatbelt at the
time of the loss?
VV: Yes.
NT: Okay. I do believe that’s all the questions I have
for you, um, is there anything you’d like to add to your statement at this
time?
VV: Uh, I will
add that I don’t think that’s my fault…
NT: Mm hmm.
VV: …’cause if
he would travel on the correct side of the road that never would have happened.
NT: Mm
hmm. Okay.
VV: I did
everything, uh, correctly.
NT: Mm hmm.
VV: You
know?
NT: Okay.
VV: I feel
for, for the guy.
NT: Mm hmm.
VV: He’s hurt,
but, uh, you know, if it would have been a, another vehicle or a motorcycle who
had hit me…
NT: Mm hmm.
VV: …no one
would ask any questions because, uh, the other party was breaking the law
driving against the traffic.
NT: Mm hmm.
VV: But, uh,
him, he is, you know, on a bicycle and he might, I don’t know, uh, might short
himself, I can say that’s, uh, to his information he’s, uh, responsible for
this accident.
NT: Okay. Okay, well, um, I’m going to go ahead, um, I
believe that’s all the questions I have for you. Uh, I’m going to go ahead and end the
recording.
Have
you understood all of my questions today?
VV: Yes, I
did.
NT: Okay, and
have your answers been true and accurate to the best of your knowledge?
VV: Yes, I
did.
NT: Okay. So I’m going to go ahead and end the
recording. You’re going to hear a series
of numbers, so they’re not for your use.
You don’t have to feel free to write those down, those are for me. Um, and then I’ll come back on the line and
speak to you a little bit further ragout the claim, okay?
VV: Alright.
NT: Alright,
thank you. One…
VV: Thank you.
__________
About
two – three weeks later I got another call and I was informed I was found
liable for the accident. I could not understand why – I did not do anything
wrong. He broke the law. Nothing would have happened if the guy would have
follow the law.
So
I began my long correspondence with the investigator. I also made a movie about
the accident and posted it on youtube at https://www.youtube.com/watch?v=KrxMK1xMlFs
Below
is one of the latest emails to me from the investigator.
__________
Hello Mr. Voroshilov,
Per your request, I am in the process of transcribing your
statement giving to me on January 5th, 2016. As soon as I have the
transcript of our conversation I will provide you a copy. However, I have
attached a copy of the police report. For your review at this time.
To date, my investigation includes obtaining scene photos, the
police report, vehicle photos, and statements from all parties involved.
I have also reviewed the Massachusetts General Bike laws to help aid me in my
decision.
In review of the scene, it shows that you had an incline to get
out of the parking lot, but also show that the bicyclist had a decline as he
would have been going downhill toward your vehicle indicating speed was
probably a factor for him. In review of the police report, the officer
gave you a contribution code 97 which is “Other Improper Action” and the
bicyclist was given contribution code 99 which is “Unknown.” The police
report also lists two witnesses. To date, we have been able to obtain a
statement from one of the witnesses who was a paramedic at the scene. His
account was that he witnessed your vehicle pulled onto Commercial Street
without completely stopping before the impact occurred. I have reviewed Mr. ***
statement as well, which indicates that
he was traveling in the opposite direction of traffic and traveling down a hill
faster than what is considered safe for the wet road conditions therefore, I
have placed contributory negligence on Mr. ***. However, the evidence
obtained also supports that you contributed to the loss as you violated the
bicyclist’s right-of-way when making a right hand turn onto Commercial Street
If there is any additional information that you would like for me
to consider please feel free to contact me directly.
-------
This
is what the law says about riding a bicycle.
This
is what right-of-way is about. It regulates who should move first when every
driver is acting according the rules. It
CANNOT be applied to a case when one party just brakes the law.
So
I wrote another letter, and then another.
-------
Hello,
1.
please, specifically indicate (by underlining, or coloring, or using other
means) those statements of mine you used to make a conclusion regarding my
liability,
2. I
have to point out that your latest email does NOT address other specific
requests from my last email,
so
I include a copy of my last email again,
Hello,
1.
the right of way rule does not apply to a vehicle when it violates (!) laws
regulating traffic, it only describes which individual has priority on an
intersection - assuming every party is acting in accordance with the law
2.
in terms of regulations, the law set an equality between cars, motorcycles,
bicycles
hence
you cannot apply right-of-way to
the bicyclist’s violating the traffic laws
3.
unless "an improper action" is specified it cannot be treated as a
reason for an accident, especially if there is no citation issued, even a
warning
4.
as I described witness's attention was deflected by his chatting with his
partner, it was you who had made a decision to take his words over mine, I
believe I explained the reason in the first draft of my video
5.
you sent me a copy of the police report- I had it before, I request (A) a full
copy of my insurance file, and (B) a full copy of the investigation report -
the one submitted to the company's files.
Hello,
1.
Our
communication is of an official status; it is a communication between a company
customer and a company representative. As an official you cannot pick only
parts of my letters which you like and ignore parts you do not like. You have
to address every question or request coming from a customer. Depending on the
request or a question you could have said "I do not know" (and
indicate who would know), or This information is classified", or express
any other legitimate reaction. However, you have ignored several requests I
clearly expressed in my previous emails. I have to repeat them again.
A.
As a company customer I want to have a copy of my file.
B.
I want to have a copy of the document which describes the process and the
results of the investigation.
C.
I know that a police report always indicates the insurance companies of the
parties involved in an accident. The information about the insurance company
one has does not represent any privet information. The police report for the
accident in the question does not show a name of the insurance company for the
gentlemen who hit my car. I make a reasonable assumption that the other party
does not have insurance. I want you to confirm this fact. The answer to a
question if a person has insurance does not violate any privacy and has to be
answered.
D.
I want you clearly describe the procedure to initiate an official dispute of
your decision.
2.
Imagine
a truck with barrels was passing the building on 95 Commercial St when one of
the barrels fell of and rolled downs the street and hit my car when I was
making a turn. Would the investigation conclude on me being negligent?
Negligence is a description of not doing something which supposed to be done or
doing something which not supposed to be done. If car driving the wrong side of
a road hit my car, the only circumstances would make me negligent if I was driving
with my eye closed. In any other scenario as long as I was observant and
accurate there is no way I would be concluded as negligent. If you replace a
car or a barrel with a man on a bicycle that will not affect my behavior. And
yet you find me liable. I am glad we had the last conversation on a phone. You
told me that your priority is interests of the insurer. You call yourself an
investigator. This term describes a person whose goal is to find the truth. And
also an investigator must follow the legal principle which says that all doubts
should be interpreted in the favor of the defendant. For example, when I say I
looked to the left, or I started leaving, these terms indicate an instantaneous
action, it does not describe what was happening right after - it does not mean
that I have been looking to the left while I was moving. This description
leaves the room for an interpretation. And there is a clarification coming
later, regarding how the direction of my sight. But you did not want to use it.
Every interpretation you made has a specific purpose - making me responsible. I
am an insured (not an insurer), and you are not on my side, or on a side of the
truth, you are on a side of the insurer, so your goal as an employ of the
company is to defend interest of your employer. I am glad I have finally get
the clear picture of your place, originally I had different view. I understand
that most probably other companies impose similar policies, but that does not
mean I will not try to find a better one.
Regards,
Valentin
Voroshilov
______
I want to stress that during our long phone
conversations the investigator finally told me the reason for finding me
liable. She said that her priority is defending the interests of the company. So
I was absolutely on the money when I thought that the whole goal of the so
called “investigator” was just to investigate and find the simplest way for the
company to close the accident.
So, I switched to Geico and I saved, even without
corporate discount I was getting from Liberty Mutual!
______
As promised, the continuation of my history with Geico.
______
As promised, the continuation of my history with Geico.
In 2016 I got in a silly accident. I was moving at
about 5 mi/h in a traffic, but for a second I moved my sight away to glance at a
car literally pushing another car (that was a very strange view) and I hit a
car inform of me. The car I hit, or rather touched, had no scratches, the
driver just glanced and took off. I still notified police and Geico. And what
do you know – Geico jacked my premium , basically doubled it. So, I left Geico –
and saved again.
III How AT&T
screwed me on Christmas of 2017.
Long story short, AT&T representatives lured me in a
deal by promising me things which were not true (for example, a deal, which
expired in October but offered to me in December – as I learned after ours and
ours of talking and chatting). I wasted hours of my time, spoke to altogether
to 6 or 7 people, who made contradictory statements, and who could not figure
out what when wrong, when, and why – until finally a supervisor of a supervisor
of a supervisor sorted things out. But in the end I still lost $230 (well, got
only $70 out of $300 promised).
This is not based on a true story. This IS a true story.
Part I: My statement I prepared for a chat after several useless
phone conversations with AT&T representatives. It also tell the first phase
of the story. The second phase began with this chat.
Hello,
In December of 2017 I decided to take advantage of Christmas
deals. This is what I did.
I called to ATT, talked to an ATT customer service
representative and did two things:
1. I purchased two Samsung Galaxy Note 8 – buy one second
one is free deal.
2. I decided to send back my Samsung Galaxy Note 5 for $300
– as promised by AT&T representative after I described her my Note 5.
In March I called to ATT and asked when I would get the
promised credits. I was told it takes three months to process so I had to wait
one more month.
Yesterday I spent almost two hours chatting with an ATT
customer service representative.
I discussed my bills, but also the missing credits.
1. I was told that she placed a case for my BOGO credits,
and I would be get back the payments I already made for the second line, and
also I will be credited for the future for one line with Galaxy Note 8. I would
like you to check the status and to confirm it will happen.
2. The main issue I want to address right now is my promised
$300 for my Galaxy Note 5.
In December when I asked how much I would get for it I had
to describe my Galaxy Note 5 phone, its condition, its specs, I answered all
the questions. I was NOT told I would get $100, or $200, or “between $40 and
$300”.
No.
I was told a specific number, I was told I would get $300
dollars wither in the form of a gift card or in the form of credit to my
account.
This was the only reason I decided to ship my Note 5 to ATT,
because I had other plans for the phone.
Yesterday I asked ATT customer service representative where
is my promised $300 for my Galaxy Note 5.
After checking something on her side she said she did issue
a gift card for my in the amount of $300. We discussed if I would get it in
mail, but she said I could pick it up faster if I would go to ATT store, she
asked me for the store address, I provided the address, she made an appointment
for today for 9 am.
When I arrived at the store today at 9 am the manager
declined to provide the card.
I spent another 30 minutes on the phone with ATT, and I was
told I have to contact some different department.
As I told it yesterday, and repeat today, I described in
details my Note 5 and was promised $300.
If I cannot have the promised amount I request to send my
phone back to me.
If you cannot resolve this issue, please call your
supervisor.
Thank you
Valentin Voroshilov
Part II: The chat
AT&T: Let me read this concern
Valentin Voroshilov: I am not in any rush, take your time, read,
make notes, this is the THIRD time I address this issues
AT&T: Thank you
AT&T: Thank you for waiting.
Valentin Voroshilov: no problem, I just want the resolution
AT&T: As per checking here on my end you are concern
about the promise $300 in exchange of the Note 5 you have send to AT&T and
you have been dealing with this concern since yesterday, you also wanted to
verify if there is a case on the account about the BOGO Credit, I will check
the best that I can do and can get you connected to my manager if needed
AT&T: To make sure I open the correct account, can
you confirm your Wireless Number please?
Valentin Voroshilov: ######### - this is one of the lines the one I
have right now if you would need to send SMS
AT&T: Thank you for that information.
AT&T: Let me please just pull up your account here
on my end to check and verify the information of what we can do with the $300
credit you are checking and the status of the case for BOGO and while doing
this please do not disconnect the chat alright?
Valentin Voroshilov: OK
AT&T: Thank you so much!
AT&T: By the name my name is ………
Valentin Voroshilov: you may want to check my last conversation I
had yesterday - not the whole thing but the last exchange about the gift card
AT&T: And just to share, normally if someone have
given a price on a phone you are trading in, the amount is already being given
via prepaid card. As far as I know, since the phone is a Galaxy 5, its value is
lower than $300. I am also seeing a case on your account that is still in
resolving status and I am no speaking to my manager so I can get you connected
to her
AT&T: Please stay on this chat as I do
AT&T has left the chat
You are being transferred, please hold...
You are being transferred, please hold...
Valentin Voroshilov: yes, I will wait
Agent Mary-Supervisor enters chat
Valentin Voroshilov: OK
Mary-Supervisor: Thank you.
Valentin Voroshilov: I just want to point at the fact that I have
had conversations on the matter with several ATT representatives, and it seems
to me ATT has no idea what is going on in ATT, because they gave me
contradictory statements. That’s the least.
Valentin Voroshilov: And I already have wasted HOURS.
Valentin
Voroshilov: In fact, if I put all
my conversation together it will be a great case to prove that one CANNOT trust
ATT.
Mary-Supervisor: This is definitely not the experience we want
you to encounter, I am checking your account here now to help you further.
Thank you for chatting with us today. The
agent has left this conversation. Please continue to browse our website and use
our self-service options.
AT&T: Hi, I’m AT&T’s automated virtual
assistant. How can I help you today?
Valentin Voroshilov: Hi , I was in the chat with Mary-Supervisor
and a minute ago the chat just closed and this was the last I saw
Mary-Supervisor: This is definitely not the experience we want you to encounter,
I am checking your account here now to help you further. Thank you for chatting
with us today. The agent has left this conversation. Please continue to browse
our website and use our self-service options.
AT&T:
I’m afraid I am having trouble understanding.
Could you please try asking your question with fewer words? You will be able to
ask follow up questions later if necessary.
Valentin Voroshilov: I was in the chat with ATT and the chat closed
AT&T:
I'm so sorry for the inconvenience. Let me get
you reconnected.
You will now be connected to a specialist who will assist you.
You will now be connected to a specialist who will assist you.
We are now transferring you to a live agent.
Agent John enters chat
Valentin Voroshilov: Hi , I was in the chat with Mary-Supervisor
and a minute ago the chat just closed and this was the last I saw
Mary-Supervisor: This is definitely not the experience we want you to
encounter, I am checking your account here now to help you further. Thank you
for chatting with us today. The agent has left this conversation. Please
continue to browse our website and use our self-service options.
John: Hi
John: For that one, it looks like that your previous rep, ended your
chat interaction due to insufficient response.
Valentin Voroshilov: she told me to wait I was waiting what
response did she want?
Valentin Voroshilov: So, she said she was checking my account
John: Thank you for that information.
Valentin Voroshilov: to help me further
Valentin Voroshilov: and then left
John: May I know the concern that Mary was working on?
Valentin Voroshilov (copy and paste
prepared text): In
December of 2017 I decided to take advantage of Christmas deals. I called to
ATT, talked to an ATT customer service representative and did two things:1. I
purchased two Samsung Galaxy Note 8 – buy one second one is free deal.2. I
decided to send back my Samsung Galaxy Not 5 for $300In March I called to ATT
and asked when I would get the promised credits. I was told it takes three
months to process so I had to wait one more month. Yesterday I spent almost two
hours chatting with an ATT customer service representative. I discussed my
bills, but also the missing credits.1. I was told that she placed a case for my
BOGO credits, and I would be get back the payments I already made for the
second line, and also I will be credited for the future for one line with
Galaxy Note 8. I would like you to check the status and to confirm it will
happen.2. The main issue I want to address right now is my promised $300 for my
Galaxy Note 5. In December when I asked how much I would get for it I had to
describe my Galaxy Note 5 phone, its condition, its specs, I answered all the
questions. I was NOT told I would get $100, or $200, or “between $40 and
$300”.No.I was told a specific number, I was told I would get $300 dollars
wither in the form of a gift card or in the form of credit to my account. This
was the only reason I decided to ship my Note 5 to ATT, because I had other
plans for the phone. Yesterday I asked ATT customer service representative
where is my promised $300 for my Galaxy Note 5.After checking something on her
side she said she did issue a gift card for my in the amount of $300. We
discussed if I would get it in mail, but she said I could pick it up faster if
I would go to ATT store, she asked me for the store address, I provided the
address, she made an appointment for today for 9 am. When I arrived at the
store today at 9 am the manager declined to provide the card. I spent another
30 minutes on the phone with ATT, and I was told I have to contact some
different department. As I told it yesterday, and repeat today, I described in
details my Note 5 and was promised $300.If I cannot have the promised amount I
request to send my phone back to me. If you cannot resolve this issue, please
call your supervisor. Thank you Valentin Voroshilov I just want to point at the fact that I have
had conversations on the matter with several ATT representatives, and it seems
to me ATT has no idea what is going on in ATT, because they gave me
contradictory statements. That’s the least. In fact, if I put all my
conversation together it will be a great case to prove that one CANNOT trust
ATT. In fact, if I put all my conversation together it will be a great case to
prove that one CANNOT trust ATT.
Valentin Voroshilov: now it is your turn - I think you are # 5 or 6
on this
John: Thank you for that information.
Valentin Voroshilov: does it mean I have to send something every 2
minutes to keep the chat open?
John: No Valentin
Me: OK, but I copy the whole thing
John: No problem.
Me: all previous agent eventually called on a supervisor, maybe you
should do it right now?
John: No worries, I will work on this with our team to get this sorted
out.
Me: OK, I'll wait
John: No problem.
John: Thank you.
John: I am still working on your account.
John: Please give me a moment to further review your account and check
for resolution.
Me: OK
John: Valentin, while I’m checking on this for you, can you please
provide me the line that was upgraded or added as a new line on your account
before when you take advantage of the offer?
Me: BTW: that was exactly what previous representative said before
ending the chat
Me: I canceled the line which was associated with my Samsung Watch
and I added the line ########
John: I see, no worries I just have to confirm to make sure since this
is a very complicated concern to deal with, So I will have to ask details for
verification/
Me: so the total number of lines should have no changed but the
watch was replaced with Note 8
John: Thank you.
Me: no problem - it was a long time ago I can only help with what I
remember
John: Thank you for that information.
Me: OK
John: Thank you.
John: Valentin while I’m working on this for you, please take note
that you for Buy One Get One promotion, 1st you have to upgrade a current line
or add a new line, 2nd you have to Add a New line alone where the FREE device
will be activated with monthly bill credit.
Me: Are kidding me? It was ALL covered in DECEMBER! I added ONE
line. I canceled another one. I want you to call your supervisor I have no
trust in your abilities to get through this
Me: three agents already confirmed to me my BOGO credits THREE
John: I understand the frustration that you are feeling about this,
I’m just provide expectation for future use while I’m working and reviewing on
your account.
Me: I spent two hours in December on the phone with an agent - and
now 4 month later I have to waste my time again and again and again.
John: Valentin, just calm down and everything will be sorted out.
Me: If it will not be resolved I will file an official complain to
the headquarters, and will go to internet, radio, twitter, Facebook -
everything, and leave ATT forever I am sick and tired of it
John: That is won’t be necessary, Me and my team are working on this
and treated as our priority to get this thing resolved
Me: I have heard it before. more than once
John: I understand and for this one, we really mean it.
Me: OK
John: Thank you.
John: Valentin for the BOGO promotion, I do see here that the BOGO
credit on your line #### is being applied ever since, now I am now working on
promised $300 for the Note 5 that you should be able to get when you trade in
your Note 5
Me: One good news - thank you
John: No problem.
John: You are so welcome.
John: Now I am now reviewing the notes for the trade in credit of $300
John: No worries the BOGO credit will be applied on your FREE device
until the AT&T next plan contract is up
Me: you should get to the original phone call in December
John: You bet.
Me: I wish I used chat - in that case I could just div a copy
John: Thank you.
John: Please give me a moment to further review your account and check
for resolution.
Me: OK
John: Thank you.
Me: I just want it done either $$ or my phone back, that is it
John: I understand, If I am on your end, I will do the same thing
Me: good
John: Thank you.
John: Thank you for waiting.
Me: OK
John: Thank you.
John: Valentin, for the traded in Note 5 was it traded in through mail
or through store?
Me: when I got Not 8 I called and I was told to use the same box
with the sticker inside, so I did and brought to a post office, they took it,
and I have not seen it any more
John: Thank you for that information.
Me: I was told the sticker was either for returning the new phone or
sending my Note 5 - I sent Note 5
John: Thank you.
John: Thank you for waiting.
John: Valentin, as I coordinated this to our team, you are correct
your Note 5 was valued at $300 during the trade in process, however for this
one, the Return Label that you have used is the Note 5's own return label, when
you use the box and return label of the Note 8, the device will be tagged as
not eligible since a correct return label is required.
Me: did I say I called to ATT and ASKED first and I followed the
exact instructions I was told?
Me: Go to your system, find that phone call, check
Me: should be still in December
Me: find that agent
John: Thank you for that information.
Me: ATT representatives ALWAYS say contradictory statements and then
when things go south ALWAYS try to pin it on a client. I have been with ATT for
a decade - nothing changed. That is why I keep track of things.
John has left the chat
You are being transferred, please hold...
You are being transferred, please hold...
Agent Conrad enters chat
Conrad: I am John's manager.
Me: good, I was worried you left
Me: Previously I have been waiting for a manager to respond and then
the chat just ended - is it a new tactic?
Me: maybe I should ask for a higher manager?
Me: I spent literally hours already with no resolution
Me: I was promised $300 for my Note 5 I was following the
instructions given to me by ATT personal and now I have no money and no phone
Me: if anyone did something wrong - that was NOT me
Me: I need a clear answer - in print - that I will get or will NOT
get my phone back or the promised amount - it is a YES or NO question
Conrad: I am so sorry for that. Valentin, this is
about the $300 credit for the Note 5. Upon checking here, the return label of
the new phone was used to provide the phone to us. If that is the case, there
will be no credit that will be given.
Conrad: Would there be anything else?
Me: yes
Me: as I said before I was not sure how to send the phone back and I
CALLED to ATT and was instructed to use the box and the label in that box - and
I did - it is in your records
Me: you can find that phone conversation - than you have to find my
Note 5 and send my phone back to me and we will be even - back to the original
state of things - but NOW I have NO phone and NO money - that is STEELING
Me: ATT stole my phone
Me: it seems you have no answer to this - I suggest you call your
manager, thank you
In fact, when I called I said that I was instructed to wait
for a box which I could use to return my phone, and she said, do you still have
the box from your note 8 I said yes and she told me to use it with the label
inside – and I did, and now you tell me it is MY fault.
Conrad: Do you have a tracking number perhaps?
Conrad: Because we can try to locate.
Conrad: But the process is really not using the label
of the new phone that you received.
Conrad: It has to be a new label.
Me: In fact, when I called I said that I was instructed to wait for
a box which I could use to return my phone, and she said, do you still have the
box from your note 8 I said yes and she told me to use it with the label inside
– and I did, and now you tell me it is MY fault
Me: do you have access to my phone conversations in December? Yes or
NO?
Conrad: I apologize, we do not have access to
conversations over the phone.
Me: So, when I hear that "this conversation is recorded"
that is also a lie?
Me: I mean it is also a lie - I was lied on?
Me: Regarding mailing Note 5 - ATT sent me boxes with labels - I
used them - I brought them top post office - they took the box - so - can you
track what ATT sent to me in December?
Me: Regarding mailing Note 5 - ATT sent me boxes with labels - I
used them - I brought them to post office - they took the box - so - can you
track what ATT sent to me in December?
Me: Can you or not to call your supervisor? this is also yes or no
question, thank you
Me: BTW - THIS conversation IS recorded
Me: And while you are working on it - yesterday ATT representative
wrote me in a chat on the record that I should have received a gift card for
$300 - and even she set an appointment for me to receive it - she had NO doubts
- and now you tell me she was wrong - why she and not you? Does anyone at ATT
know anything?
Conrad: I am reviewing the account. Let me see if I
can find anything.
Me: Do you have access to my chat from yesterday? Please, check and
reply to my question - who is wrong - she from yesterday or you?
Me: She could have sent a $300 gift card in mail - I should have
take it instead of making an appointment in store - but I would got what I was
promised - and now I feel I lost my Note 5 and you will not give me my money.
Me: Well, if that happens ATT will eventually lose much more - I can
promise it - especially if T-Mobile and Sprint will merge
Me: I saw you were typing something
Conrad: Yes, I am here. I am experiencing a network
issue.
Conrad: I am still here.
Me: it has been THREE hours for me - FOUR ATT people - and two in
the morning, and one yesterday.
Conrad: Let me get you to my supervisor.
Me: this does NOT look like a professional organization
Me: OK
Conrad has left the chat
You are being transferred, please hold...
You are being transferred, please hold...
Agent Angelica-Supervisor enters chat
Me: Hello
Me: Yesterday ATT agent told me she could have mailed to me ATT gift
card in the amount of $300 for my old Note 5 which was sent back to ATT in
December of 2017 - her statement is my chat from yesterday? Was she lying?
I am tired. All I need is a definite answer for the record –
you can say to me – Mr. Voroshilov, we will NOT issue you promised $300 credit
and will NOT send your Samsung Galaxy Note 5 back to you, and we will be done.
So I would know for sure that ATT had stolen my phone.
Angelica-Supervisor: I do apologize for the inconvenience this has
caused you Valentin.
Agent stopped typing
Me:
In my every step, in my every action I always was asking for the instructions
first and then literally followed those instructions. And ATT system should
have stored deep inside all the related information because I was using my ATT
phone, my ATT account, and boxes, labels, instructions provided by ATT. And
this conversation is the result of that previous communication. It is not an
inconvenience. It is a very low professional level of organizing work flow.
Angelica-Supervisor: As a result, it was identified as regular
return ( instead of ATT NEXT return).
Me: Maybe, but I was always consulting first, before doing anything,
Precisely to avoid any issues. Evidently, didn’t help
Angelica-Supervisor: Valentin, may I have the phone number in
question please
Me: ##### - this was my # for Note 5 and now for Note 8
Angelica-Supervisor: One moment please.
Me: thank you
Me: I just have been sitting in the same chair for more than 3 hours
Angelica-Supervisor: One moment please.
Me: OK
Me: Just to explain – during my first chat I was quietly waiting for
a supervisor to respond, and after about 10 minutes the chat just closed, and
later I was told - because I was inactive – so now I just try to stay active.
Angelica-Supervisor: One moment please.
Me: no problem - I have invested already so much time so I will wait
until the very end
Angelica-Supervisor: Valentin, as per our records it was the first
time that you took advantage of our ATT NEXT installment option.
Angelica-Supervisor: For ATT NEXT, you will only be required to
return the phone provided that you were previously under an ATT NEXT
installment.
Me: that is correct - I have never used NEXT before
Angelica-Supervisor: The transaction that you're trying to do is an
ATT Trade in program. This is different from a regular ATT NEXT trade in.
Angelica-Supervisor: The only problem was you used the wrong label
in sending the phone.
Me: I sent my Note only because I was promised s specific amount -
otherwise I would find a better use for it
Me: if I used a wrong label - it is only because I was told to use
that label
Angelica-Supervisor: I am referring to the Galaxy Note 5. Sorry for
that.
Me: once again: my old Samsung Galaxy Note 5 is at ATT - I will
gladly get it back
Me: in December of 2017 I was told - after I gave all the
description over the phone to ATT agent - that I would get $300- she did not
say "up to $$300" she said "you will get $300
Me: So, either she was incompetent or lying - which is that?
Angelica-Supervisor: I understand, let’s get this sorted out. I'll
go ahead and cover for the supposed trade in value of that phone.
Me: what does it mean?
Me: I will be fine with applying a credit to my account - I do not
need an actual gift card
Angelica-Supervisor: Okay I'll take care of the $70 trade in value.
By the way, we didn't have a $300 promotion that time.
Angelica-Supervisor: We used to have one but the promotion has
ended Oct 31, 2017.
Angelica-Supervisor: I'll apply the adjustments now.
Me: so that ATT agent was incompetent. Good to know. But it seems
she has a wide company - based on my chat from yesterday - another agent
promised me to send $300 gift card and then made an appointment to a store
where manager rejected me. Well, at least I got a good story for my blog.
Me: Do you still need me?
Me: I would really want to leave.
Angelica-Supervisor: You may leave now.
Angelica-Supervisor: I will also make sure that your feedback will
be heard.
Me: saving for the company $230 will lead to losing much more -
eventually - this is MY promise.
Angelica-Supervisor: I'm sorry that you feel that Valentin. I will
respect your decision though.
Me: good bye.
IV: How I got money
from MBTA
This story has a happy ending. Once my car was rammed by
an MBTA bus. I was not even moving. There was no doubt it was not my fault, and
I got paid. But, man, how much time and effort did it cost!
One my wonder, why did I have to do everything myself?
Why was it not my insurance company doing?
Because I have only the state required insurance, and my
premium does not cover any damage to my car. Meaning, the company does not get
itself involved in any incidents.
04/06/2018
To: MBTA Legal Department
To Whom It May Concern:
Or
To:
Ms………
Staff
Assistant
MBTA Legal Department
Tel(617)222-1672
Fax(617)222-3194
MBTA Legal Department
Tel(617)222-1672
Fax(617)222-3194
Hello,
This fax contains 11
pages (the pdf copy is also emailed to Ms. ……..).
This fax is to inform you of the expenditures MBTA is
currently owes to me.
Yesterday I picked up my car from the shop.
I paid for the repair in full: the original estimate of
$2,579.48 plus the supplement of $721.49,
So the total repair cost is $ 3300.97
During the repair period I was renting a car:
First week: $240.85
Ten more days: $383.74
The total rent expenditures is: $624.59
The total expenditures MBTA is currently owes to me: $
3925.56
Please, notify me as soon as possible about:
1.
Receiving this letter
2.
An estimated time when I would be receiving
the check.
Thank you,
Valentin Voroshilov
Dear ….,
Now I would like to offer my general view on the whole
case.
Local news regularly provides some genitive stories about
MBTA.
After my encounter with the way MBTA functions I know
very well what is wrong with MBTA.
MBTA suffers from a very poor management.
At least some of the MBTA bus drivers are poorly trained.
There is no excuse for hitting in the rear a car – any
car.
There is simple rule for every driver, especially for the
one who rides public, which would help to avoid any rear collision – KEEP
DISTANCE.
That’s it.
Any trained driver knows and follows this simple rule.
The accident happened in the morning on Monday, March 12.
In the afternoon I already had an estimate for the damage for the body from
collision specialists.
I didn’t claim any medical issues, although I could,
because I was pretty shaken and could go to a doctor, and I generally have a
bad back.
But I didn’t go for that.
All I wanted is to fix my car ASAP.
Next day was a snow storm.
On the next day after the storm (Wednesday, March 14) I was
contacting MBTA.
First, MBTA recorded phone message sends people to the
wrong office (to the payroll – I walked and checked).
It took a while to finally find out where should I go (I
had to call all available numbers).
When I finally entered the legal office, there was no one
at the front desk. I could hear people chatting and laughing but I did not see
anyone. I was waiting for about 10 minutes until someone was entering the
office returning from a restroom, otherwise I could be waiting even longer
(there is no ring).
I filed the claim and left it at the office of the
general management.
I was told the appraisal would happen within 2 – 3 days.
I was told that MBTA has only one appraisal professional
and he is very busy.
My first question
would be if that person is too busy, maybe MBTA needs a different person, or
two persons – that is just a matter of the right management.
The next two days I called a couple of times to find out
when I could have an appointment to do the appraisal on the damage.
Even though my car could drive, but its condition was deteriorating,
I started to hear some rattling sound, the brake pedal felt lose, and the rear
bumper looked lower and lower, I was afraid it could just fall of the car.
I could have started renting a car immediately after the
collision, but I decided to wait, because with some caution I could use my car.
On Saturday my car was appraised, I provided the professional
with the list I got from the collision shop, he used it, that made his job
easier.
I expected that on Monday the appraisal would be sent to
the body shop.
Based on my managing experience I would expect the
appraisal related paperwork is done in the morning, and then the appraisal
specialist drives to the locations to do the appraisals for other vehicles, and
then next morning he does the paperwork, and then drives for appraisal, etc.
Hence, on Monday March 19, in the morning, I finally
brought my car to the shop, I gave to the manager the contact information to
contact the appraisal.
Later that week I learned that on Monday the collision
specialists talked to the appraisal specialist, and they expected to receive
the full appraisal on Wednesday or Thursday.
I still believe that the appraisal should have been ready
on Monday, or at the last on Tuesday.
In reality, it was sent ONLY next Monday, on March 26 – TEN days after the appraisal was
physically done.
As I mentioned in my previous fax, there is simply NO
excuse for having such a delay between doing an appraisal and faxing the result
of that appraisal.
The only reason for
that to happen is the lack of the management from MBTA.
Maybe that appraisal specialist has friends or even
relatives working at MBTA, and that should not affect his job, and should not
affect the management requirements.
Evidently, MBTA has NO any managing requirements to the
appraisal process.
Note: in order to push the appraisal to be eventually faxed
I had to personally interfere, I made several calls, sent two faxes, let
messages, sent an email.
Then I learned that after the car was opened an
additional damage was found, and that required an additional appraisal.
I had to push for that.
Finally, the car is fixed.
I was told that MBTA has not issued any checks, and body
shop people could not find anyone at MBTA to talk to about this issue.
That is why I personally paid in full.
I hope this letter may be useful for the management to
make some changes.
Regards,
Valentin Voroshilov
After sending the fax above, later of the same day I
decided to call MBTA and I was told that the claim department does not have my
claim.
That was a big surprise to me, because I filed the claim
in person, and it was processed, the appraisal was done twice, I have an email
exchange on the matter.
How can it be that the claim was processing but was not
on file in the claim department?
The only possible explanation is the poor work
organization at MBTA.
I had to send another fax.
This is a story with a happy ending, eventually I got my
check.
But how much time and effort did I have to spend!
Only, because of a very poor management in MBTA.
