U-Haul Making it Right (Power of Social Media)

I blogged a couple of weeks ago about a bad customer service experience I had with U-Haul. I had sent them a letter only to receive no reply, which was more frustrating. After I had posted my blog with my letter, I received a Tweet from U-Haul Customer Service apologizing and asking me to contact them so they could "make it right", so I decided to do just that.

I want to commend them for their effort. Not only did I receive a refund of $50, but I also received a transferable credit of $45.00 off my next U-Haul purchase, which was smart on them because it ensures I, or someone I know will use U-Haul for their next move, and it will give U-Haul a chance to redeem themselves and get me back on their side as a customer.

This whole experience just goes to show the power of social media. It was through these channels, and not the regular ones, that I was able to get some satisfaction out of a company. It really shows how things are changing in B2C enterprises, and I think its for the better.

A Congregation of Assholes

I took an alternate route to work this morning, and therefore ended up at Tim Hortons on my way. This isn't me bashing Tim Horton's service this time, but it seems like whenever you go to a coffee shop there is always a congregation of assholes.

Of course, asshole is in the eye of the beholder, and I think that's what is funny about it. Everyone in a coffee shop, especiallly early in the morning, thinks everyone else there is a total asshole. Its a rushed place, people are cranky in the morning, so every little thing tends to piss people off and I assume everyone hates each other in these scenarios. Here's a few examples:

-Guy in drive thru ordering food and not just a beverage - asshole
-Guy who can't get his Tim's Card or Debit Card to work - asshole
-Woman who is a regular and slows down the line by chatting with the employees - asshole
-Chick who keeps looking back in line like she's afraid someone is gonna shank her form behind - asshole
-Staff who are incompetent or just standing around doing nothing - assholes
-Overly chipper guy who is super happy about the morning - asshole
-Dude who keeps sighing in line because its taking a while even though sighing won't help - asshole

Basically the point is, in this type of environment, every little thing a person does seems bigger than it actually is and its seems like a coffee shop is just a congretation of assholes.

Agree? Disagree?

My Letter to U-Haul

I wanted to express my frustration with my U-Haul experience on September 17th, 2011. I booked my truck online and was told to arrive at the location in Grand Falls-Windsor, Newfoundland at 9:00 am to pick up my truck. Upon arriving at the building, it was not open and nobody was there. I wait until 9:05 am and then call the local number I was provided. Somebody finally answers and I am asked to wait another 20 minutes until he arrives at the location.

When the agent arrives, he informs me that U-Haul did not contact him to let him know about the reservation, and he was about to leave town and was lucky I caught him before he left.
The lack of communication between U-Haul and its agent is ridiculous and almost resulted in me not getting a truck for my move. I am very disappointed in the service I received because somebody neglected to perform the due diligence necessary to ensure I was able to pick up my truck at the time and place it was GUARANTEED to me.

This carelessness on the part of U-Haul has made me quite bitter and as a result, the next time I am in need of rental equipment to help me move, or am in need of storage I will be looking to other companies to provide me with these services.

I hope this e-mail reaches the appropriate party so that future customers will not experience such a lack in customer service.
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I received a quick automated e-mail reply from U-Haul which linked me to the exact place I just entered this feedback. So I guess that's as far as it goes!