Ever Want to Present a service Failure award?

John Lawn

Working in foodservice makes all of us sensitive to the services we ourselves receive.

In December, I've often used this page to comment on editorial "loose ends." This year, I thought I'd mention a couple of my most disappointing service experiences from 2006. Here's my "Top 3": Grand Prize Winner: One company that absolutely qualifies for recognition as a failed service provider (and for repeatedly violating the Federal Trade Commission's "Do Not Call" rules) is an outfit called "Express Consolidation, Inc." that operates out of Delray Beach, FL.

Beginning last spring, it began calling my unlisted, personal cell phone with automated phone solicitation equipment touting its loan-consolidation services. The first few times, I hung up. But when the calls continued, often interrupting business meetings, I stayed on the line to speak to a representative.

I politely informed someone named James that the company was dialing a private, unlisted cell phone and that I wanted the number removed immediately from the solicitation list. He apologized, acknowledged that that it was illegal to use automated dialers to call cell phones, and promised to end the calls.

Drop me an e-mail and nominate a service failure of your choice.

If it were only that easy. Since then I've continued to get calls from Express Consolidation every few weeks (I got two in November) and have repeated my request to be de-listed at least a half dozen times, speaking to a string of "Hollys," "Susans," and others. Three times, I asked to speak to the office general manager, a certain "Christian Garcia," whom I was always told would be with me momentarily. Each time, after five-plus minutes on hold, I hung up. Apparently, putting irate customers on interminable hold (while they pay for the call) is Express Consolidation's way of handling complaints.

1st runner-up: I've awarded United Airlines 2nd place for the way that it recently cancelled over 50,000 so-called "original program" frequent flyer miles I'd earned. United instituted a policy a few years ago that "new" frequent flyer miles would expire if not used within three years, but exempted "original" miles earned earlie, saying they would never expire. However, under a still later rule, United announced the right to "inactivate" a frequent flyer account if mile credits were not earned or redeemed in a 36-month period.

I haven't flown United much in recent years because it's a pretty minor carrier in Cleveland. And given the financial pressures the airlines face, I guess it's reasonable to have such rules. My beef is with the fact that United stopped sending even occasional statements to me. Had they done so, I'd have noticed that the three year period was about to expire. Instead, it waited until it could invalidate the miles, andTHEN sent a statement telling me so.

(Hot Tip:Delta and US Air are implementing similar policies and shortened "expiration periods" right now. In Delta's case, the new rules will be retroactive and, at the end of 2006, thousands of Delta frequent flyer customers will have points cancelled. Check it out if you might be affected).

3rd Place:. On a September flight on Northwest Airlines, I left a fairly expensive set of noise-canceling headphones on the plane. The service failure occurred when I tried to inquire about whether they'd been found a few days later.

The Northwest baggage office in Cleveland is frequently closed because Northwest is also a minor carrier here. However, a sign posted in its window provides an 800 number to call about lost items. I tried calling it dozens of times, but in each case, only got a recording saying that all lines were busy and that, if it was during cited business hours, I should just call back later.

Ten days after the original flight, I was at the airport and stopped by the baggage offi ce, which was open this time. The attendant informed me that while she could process a claim for lost baggage, she couldn't help with an item left on the plane. She suggested using the 800 number or filing a claim on the website.

When told that the posted 800 number was never answered, she observed that she'd never been able to get through on it either. Later, after diligently searching the Northwest web site, I found the advice to file a description of the lost item with personnel at the airport!

I then called the public relations office at Northwest's headquarters in Eagan, MN to point out that this wasn't doing the airline's reputation much good. A PR flack there said he'd look into it if he had a chance, then reminded me that Northwest's policy was that lost item claims had to be filed within two weeks of a flight, so I was almost out of time. I took that as a not-so-subtle hint and bought a new set of headphones.

Do you have a candidate for a Service Failure Award? Drop me an e-mail and nominate a service failure of your choice to be highlighted in a my column next December. Send it to [email protected], but please put "Service Failure Award" in the subject line.