Wednesday, December 3, 2008

Insured?  Can’t prove it by the ID Card!

My ex is still on my auto insurance policy through Geico.  (Long story.)  He’s covered by the same policy, but not as a “spouse”.

I recently got my insurance ID cards for the two vehicles (mine and his).  Three cards per vehicle, all listing only me as “Insured”.

This became a problem a few months ago,when he got stopped for a broken taillight.  He got a ticket because his “proof of insurance” didn’t cover him.  We got Geico to fax paperwork indicating that he was covered under the policy, which should have taken care of things.

With the new ID cards, I called Geico to request cards be issued with him as “Insured” as well.  No can do, they tell me.  Even though he’s insured under the policy, only myself and my “spouse” can be listed on the ID cards as actually insured.  What’s up with that?

So I’m having them fax the paperwork again, and then I will give it and the new cards to my ex.  If he gets stopped, he’ll probably have to argue with the cop over whether or not his insurance is valid, and he might even have to get a ticket that he’ll have to fight (with all the stress and time lost that accompanies that).

I’m pleased that Geico will cover other than immediate family under the same policy, but this refusal to list as insured someone who is insured is ridiculous.

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Wednesday, October 11, 2000

Avoid Pagoo.com

Updated from original post dated October 16, 1999…

Pagoo.com is one of the new companies running an Internet answering machine service.

It’s a great idea.  What happens is that they set up a voicemail box for you.  You then contact your telephone company (or they can do it for you), and set the Busy Call Forwarding to go to that voicemail box.  Then if someone calls while you are online, instead of getting a busy signal for hours at a shot, they get redirected to where you’ve left a message — “Hi, this is Jim.  I’m probably online right now, but leave a message and I’ll get it over the Internet!”  You then get notified of the message they left and can listen to it right there, without dropping your connection, and then act on it or not.

As I said, great idea.  (Unless, of course, you’re not online, but are talking on the phone instead.  Then they leave a message and you don’t get it until the next time you connect.  If you’re online frequently, that won’t be a problem.)

When Pagoo first started, they were a Windows-only product.  (No surprise there, these days.)  But they intended to add a Macintosh version.  I asked to be notified of such, and was invited to take part in the beta program for Mac Pagoo 1.1.

As part of the signup for Pagoo (at the time; details may have changed since then), they will set up the voicemail box for you for a 30-day free trial (after which it is $3.95 per month), and they will spring for the fees for setting up the Busy Call Forwarding switch and your first month’s fee for that service.  (Very cool.  Assuming you stick around, they’ll get that cost back in a couple months.)

This was all fine, until the beta period extended beyond the end of the 30-day free trial.  Presto!  My voicemail greeting was replaced by “This user’s 30-day free trial has expired.”  (No indication that they had got the right phone number, nor why [or that] they had been transferred to what had been a voicemail box.)  As a result, my use of the Pagoo system and participation in the beta program was instantly over (if no one could leave a message, that kind of reduces the feedback I can give, no?).  The fact that some outside modem had called up my phone and locked up my line into always-busy (and scrambled my answering machine, too) while I was away for a four-day weekend only made things worse, as I couldn’t retrieve my own messages, only get that damned message.)

So I tried to contact the company.  I started with my e-mail contact person, Philippe Piernot (vice-president of Product Development at the time), asking for an extension of my “trial period” through the end of the beta program.  (After all, there was nothing for me to buy yet, since the Macintosh version wasn’t publicly available.  I don’t pay to take part in beta programs.  [Mmm, but that OS X public beta is awfully tempting!])   No response from him.  So I go to the company’s web site, looking for customer support information.  I found a FAQ document, but what didn’t I find?  Any telephone number or even an e-mail address for customer support, that's what.   (What great customer support!)  I eventually sent an e-mail to their “Suggestion Box” address, indicating a deadline: in two days, they needed to resolve the matter and contact me (I gave my work number), or I would cancel the service and not be able to recommend it to anyone else.

I ended up giving them three days, and you can tell from this essay what they failed to do.

In conclusion, the idea is great: voicemail for while you are online, which you can retrieve without losing your connection.  Only about $7.00 per month, far less than the cost of a second phone line.  There are apparently several companies offering variations on this idea.  Check one of them out, though, because Pagoo is one to not deal with.



Nine days after the deadline elapsed, I got an e-mail from the company, saying “Of course we’ll extend your trial period!”  Too little, too late.  The Busy Call Forwarding had already been shut off, and the software deleted; three-plus weeks of the service being inactive and thus giving people a negative impression of me is three-plus weeks too many.

I’ve requested that the company remove all contact information about me from their files (twice: in my “I’m gone” message and in my response to this one).  Any further contacts by the company are going to be turned over to the Better Business Bureau, and then treated as harassment.  (A year later, no such contacts have come.  I guess the threat did its job.)

(I really, really don’t like service companies who don’t serve.)

In the year since I originally wrote this, search engines have picked up this page, and hardly a week goes by that I don’t get an e-mail from someone thanking me for warning them off from a potentially bad company.  In one case, I got an e-mail from someone else who had had a bad experience with Pagoo, possibly even beating out my own, where they completely screwed up his phone service.

And a year later, there is still no e-mail contact method on their web site for dealing with customer issues and complaints other than “Suggestion Box.”



Update for July 19, 2007…

In the process of posting this on the new blog, I thought I would go check out the current state of Pagoo, since I still get one or two notes a year from this piece on the old website.  Pagoo is still around, and sure enough, still with no contact info for the company on the website.   Can’t even tell what country it is based in.

Avoid, avoid, avoid.

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Tuesday, October 10, 2000

Kinko’s Copies

Updated from original post dated April 27, 1999…

Don’t get me wrong.  I love having a 24-hour copy shop available just about wherever I go.  Among other things, it lets me produce meeting agenda updates and the like on the night before a meeting, rather than doing them ahead of time, carting pounds of paper with me on the plane, and having them be out of date when used, to boot.  It lets me do what I want, when I want, how I want — the metaphor for the 90’s work ethic.

But the company doesn’t train their “Copy Consultants” worth a damn when it comes to dealing with self-service copies on anything but 8-1/2x11 paper.  You see, their counter keys record every pass of paper through the machine.  The keys don’t care if that is on cardstock, 11x17 paper, double-sided, and so forth, despite the fact that Kinko’s has different price structures for each of those.  As a result, the cashiers will read 109 ticks on the key and try to ring you up for 109 single copies.

Since double-sided copies are priced at a penny or two less than two single copies (often 7 cents per single, 13 cents per double), this can really add up when you are making 30 sets of six double-sided pages.  (That would be 12 sheets per set, 360 sheets total if done singly, or $25.20 plus tax; 180 sheets doubly is only $23.40.  A couple bucks at a shot!)

But as I said, the counter people are poorly trained to deal with this, and it’s even worse if you do a mixed run, some single and some double.  A recent job involved 271 ticks — 67 single sheets and 102 doubles (204 ticks) — which should have priced out at $17.95.  After the cashier gave me my receipt to charge me over $20 (271 singles, plus tax), I pointed out a second time (knowing it would be ignored the first time anyway) the list I had written of what copies I made.  Ten minutes or more later — and with several people in line behind me — he gave me a second receipt, this time for only about $13 (67 singles, 100 singles, and 2 doubles!).  So I took it and left.

Another recent event should have been about $3 and I was charged $4.  My insistence that he do the bill right so flustered the cashier that he gave me the job for free.  (Fine by me!)  And then there was the time in Ft. Lauderdale where they had to get two other people, including the manager, before they could get the bill entered correctly.

Usually the managers know what they are doing.  I recently got rung up by one of them with a very mixed bill: some 300 ticks, on two weights of paper, on two sizes of paper, some single and some double (all carefully enumerated by me, with the math checked twice).  She rang everything up, nice and quickly, but mistakenly rang up the 11x17 copies as 8-1/2x14.  (If the store goofs in my favor, I usually point it out to them if they haven’t already been screwing up, but in cases like this where the difference is about 8 cents, it’s not worth it to either of us.)

So the moral of the story is: if you’re doing anything more than single-sided copies, expect them to get it wrong, and to get it wrong in their favor.  (That is, the poor training actually brings in more money for the company.)  Keep track of exactly what you made, and fight for the extra dollar or so that they owe you.  And if you get them really flustered, you can come out way ahead.

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Coors Beer and the Gay Community

Long before I came out — perhaps even as early as age 14 or so — I knew that “You don’t drinks Coors.”  I never knew why at that age, but I took it as gospel.  It wasn’t until a decade later that I learned that the proscription was linked to anti-gay activities on the company’s part, that no gay bar in the world served Coors.  Again, I accepted it as gospel that the company was simply bad.

I bet a lot of people did likewise.  And they still do today.

Another five or seven years down the line, I was working for a gay newspaper (OutNOW! in Silicon Valley; now defunct as a newspaper, but the name is used for a magazine-type publication), and Coors started trying to do outreach to the gay community, trying to repair its damaged reputation.  (After all, with the gay community representing some 10% of the market — perhaps more, given disposable incomes and “bar = social arena” situations — and with Coors being a distant third among the nation’s top breweries, writing off that segment of potential business is not the smartest idea.)

Actually, Coors had been making changes for some time before that.  The had established a gay and lesbian employees group.  They had instituted domestic partner benefits.  They had donated money to a handful of gay pride organizations and the like — those who would consider taking the money.  They had split the beer company off from both the brewing technologies and the Coors family’s foundation.

They had tried to make inroads with national gay organizations (I forget if it was the Human Rights Campain Fund or the National Gay and Lesbian Task Force), but had been rebuffed.  “Everybody” knew that Coors was a hateful, right-wing, fundamentalist, anti-gay, yadda yadda yadda company, and the national organization wanted to see documentation of their giving to such causes.  Coors Brewing could not supply such documentation, claiming that it did not exist because they did not give such funds.  In light of what “everybody” knew, though, this merely proved that they were lying, withholding such info.  (Think about that logic a moment: we know you’re guilty, so any failure to prove your guilt means you are lying and thus proves your guilt.)

Now, what was the origin of the Coors boycott back in the 1970s?  Do you know?  I mean, do you really know?  Apparently the answer is two-fold.  First, the Coors management fought attempts to unionize its workers, and attempts at coalition building to combat this included pleas to the gay community and other perceived progressive groups.  Second and most important, though, was Anti Bryant’s “Save the Children” campaign.  In an article in San Francisco’s Bay Area Reporter, a writer listed a number of donors to Bryant’s campaign, including Coors.  We were tossing out orange juice at the time, so this was all we needed to toss an entire brand of beer as well.  Unfortunately, the writer was wrong; Coors was not a donor to Bryant’s campaign, and the B.A.R. later printed a retraction.  Of course, retractions end up in small print, buried somehwere in the middle of the paper, and they never get quite the publicity that the original story does.

And thus the Coors boycott began, and took on a life of its own.  Today, it is even thought of in some circles as a legacy of Harvey Milk, sainted martyr of the gay community.  (Is the boycott something he supported and wanted to continue forever and ever amen?   Beats me.  But invoking Harvey’s name in conjunction with it has a way of shutting up the opposition: “If this is what [Saint] Harvey wanted, it must be true and good.”)

So now we come to today.  The boycott is still at least somewhat active in San Francisco, Los Angeles, and New York, but at best sparsely held to elsewhere in the country.  A couple high-profile situations have hit the press regarding groups taking funds from Coors — like a Los Angeles gay community center — with major negative backlash (at least in San Francisco/Los Angeles/New York, if nowhere else).  A lot of energy has been expended by people who want to continue the boycott to find out who the majority stakeholders are in Coors, who the individuals give money to, how much, and so on, attempting to justify the boycott by showing us how bad (some of) the people who profit from Coors are.

The first questions I always ask when I see these reactions is “Who runs Miller and Budweiser, and where do their profits go?  Who are the majority stakeholders of Ford and Microsoft and Shell Oil and Nabisco?   Have you thoroughly researched the people who made your car, your computer, your toaster, your ballpoint pen and found out where they donate money?”

The follow-up question is “Can a company change?  Ever?  Or does its past taint it eternally?”  (And if so, how do you justify calling a man “gay” if he has ever, even once, had sex with a woman?  And what about that vacation you took to Germany?)

It’s easy to target a company which has a long-running boycott against it, because those who are interested in seeing the boycott continue — and who and why would that be, hmm? — provide you all the info real easy.  (Or at least they provide you with the negative info.  Again, hmm.)

As my friend Alan observed, the real tragedy is not that some rodeo association or street fair or community center takes money from Coors, it’s that they take money from alcohol companies in the first place.  The big booze companies are so eager for our business that they will gladly give us sponsorship money, and we’re glad to take it, as though someone, anyone giving us money means we are recognized and that we have self-worth.

(Note: I don’t drink Coors — never have — and if I have a choice, I avoid Bud and Miller as well.  Industrial beer sucks.)

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