Anlatacaklarım var

Here’s an email from a customer that shows how terrible Time Warner Cable’s customer service is and how racist they are!

To Clarence Horne & Marion Boykins;

We have moved our company to XXX EAST 43RD STREET, Suite XXXX, New York, NY 10017 address. We found out that the only cable internet provider in the area is TWC and we ordered the service. The technician came, connected the modem and we signed the paperwork.

First months we have not received a bill, assuming that we would receive it beginning of the second month. Since we didn’t receive beginning of the first month I called TWC to find out what was going on. I was told by the rep. that our bills were returning back to TWC. When I asked, I found out that our bills were being mailed to XXX EAST 42ND STREET, instead of XXX EAST 43RD! When we signed up for the service we gave our address correctly and the technician has come to our office to install the equipment and the paper we signed showed the correct address. So, it was obviously TWC’s mistake that we couldn’t receive our bills properly and I got it fixed on the phone and told the rep. that I will submit the payment directly through our online banking account. I hang up and couple minutes later when I tried to access to the internet I found out that our connection was dead! I called TWC back to ask them what the problem was I was told that my connection is cut because of non-payment of the bill!!! I was surprised (which I found out that TWC makes its customers experience so many times) and told the rep. that I just talked with someone on the phone and found out that it was TWC’s fault and we got it fixed and will be making the payment through our online banking! The rep.
told us that nothing could be done until they receive a payment! I wanted to talk to a manager and they transferred me to Suzanne at 212-379-XXXX! My partner talked to a rep. from financial department and explained what was going on, she was very helpful and she helped us get our connection back on and we made the payment directly on the phone to her so that TWC wouldn’t be able to punish us because of a screw up made by TWC itself.

A few days later we started to have technical problems with our connection. Our connection was slowing down and getting disconnected, forcing us to restart the router all the time to be able to get online again. Also, since our office phone is VOIP it was creating another problem for us. We called TWC to find out what the problem was and we were told by the technicians that our modem probably is not in the range (or something like that) and a technician should come and take a look. They scheduled a tech to come out and take a look on August 25th, Friday. We waited until 6 pm on Friday but no one showed up. I tried to reach TWC on Monday but couldn’t stand waiting on the phone couldn’t talk to anyone. The connection was ok for a while but when I had problems I decided to call TWC back on August 30th on Wednesday. I told the rep. that no one showed up even though we made an appointment I was told that the tech went to the location and no one opened the door. First of all, I have given TWC my cell number so that they could reach me in case there was a problem but nobody bothered to try to reach me! Realizing what the mistake could be I asked them where they sent the technician and I was told that he was sent to XXX EAST 42ND STREET!!! I was naturally angry and told the rep. that we got this thing fixed a week before and made schedule days after that and asked how can my address still be unchanged???? The rep. (Jason from Commercial accounts) blamed the reps we talked before (Great company loyalty). I was pissed because the rep went into an argument mood instead of being friendly. I asked him to get our address fixed and that I wanted to make another schedule for a tech. He said he won’t be able to make any schedules since there’s a problem in our area. I told him that no one has to come immediately but I don’t want to call TWC everyday and deal with this nonsense instead of doing my job. He was not helpful and I told him I wanted to talk to a manager and his answer to me was “You will be waiting on hold for a long time”! I asked him to get our address fixed since it is not very difficult to change from 42nd to 43rd and I still wanted to talk to a manager. He put me on hold (I really am not sure but don’t think that he was really putting on hold to reach a manager) and after waiting almost half an hour I gave up and went back to my work.

I called back the commercial accounts department and asked the reps that I wanted to talk a to manager. The answer I got was “All the managers are on vacation”! I don’t know how a company could send all managers to vacation at the same time and honestly I didn’t believe it at all but I left my message.

I decided to reach someone through the live support option on TWC website. I reached a technician, named Brad. I explained him everything and I am adding all the conversation we had since I have asked it to be mailed to me and you can read it. First of all, we found out that our address was still wrong and it wasn’t being fixed! He was very helpful and he scheduled an appointment which Jason from the Commercial accounts didn’t do! He gave me a ticket number and a phone number saying that I can call them to confirm the information. You can see my whole chat with Brad at the bottom of this e-mail.

I called the phone number Brad gave me and gave the rep my ticket number. I was told that a rep. will come to my office at “XXX EAST 42ND STREET” on September 1st! I really was amazed that my address was still WRONG and I asked the rep over there to get it fixed AGAIN! And, also I told him that once the technician is sent to a wrong address which was a waste of everybody’s time, therefore they should mention something manually on the ticket. The rep told me that he’ll mention specifically that the correct address is 43RD not 42ND! And I once again trusted TWC! Later, I also received a call from Belkis at 212-598-XXXX, who was returning my call which I made when I was trying to reach a manager1 I explained her everything and how I initially got punished because of TWC’s own fault and still a very simple address change couldn’t be done! The address in the records was still 42ND and she told us that she will get it fixed. She also told me to give her a call in case no one shows up until the afternoon.

On September 1st, around afternoon someone from TWC called my cell number telling me that the technician is at the door and waiting! Our office is in a huge building where you just enter inside, get on an elevator and go to the suites; obviously there was no chance of waiting on the door. Knowing how TWC’s customers service was for the last 2 weeks I realized no one has fixed the address again and even though I was told that they will mention specifically to the tech that the correct address is 43RD no one has done their job ONCE AGAIN! I told the guy who called me that my office is address is 43RD not 42ND, maybe the hundredth time and started to wait. Ironically, while waiting the mailman delivered us the TWC bill! I was told that the bills are sent by the local office which also schedules for technicians. So it was normal to assume that the local office who sent my bill would be able to send a tech, to my address too but I don’t know why the techs were being sent to a wrong address!

I walk from Penn Station to my office everyday and it takes 20-25 minutes. We waited for the technician to come from the 42ND Street to the 43RD street for almost 30 minutes!!! He came upstairs huffing and puffing and in a daring and complaining way he told us “The address here’s is 42nd Street”!!! I lost my patience but without targeting him I said “Those idiots sent you to a wrong place, we are trying to fix our address for weeks” and he walked back to the elevator!!! He said that I am calling him an idiot (maybe he was the one how said he’d specifically mention the tech’s going out the correct address, who
knows!) and he will not do the work he was supposed to. He went back to the elevator, I was so angry I blocked the elevator and told him that I said nothing to him personally and made my comment about the people who were unable to make the smallest correction in almost 3 weeks! He called his office in front of me and another witness in the elevator and told them that I called him an idiot and harassing him!!!
It was unbelievable and thank god I had witnesses. While he was calling his office I called Belkis to tell her what is going and left her a message (which you can listen and find out what I exactly said).
I explained the technician the situation once again and even though there’s nothing towards him, if he leaves and lies like this it’s because he is lazy and he doesn’t want to work (which is very easy to realize since it took half an hour or him to walk from 42ND to 43RD STREET). While I was talking he was keeping his phone to my face, he was either recording or making the people in his office listen! So, you can hear everything he recorded to find out what I exactly said there.

I was furious about the worst customer service I have been experiencing for the last weeks and its peak that has just happened in an unbelievable way. I called TWC once again and tried to reach someone; first they transferred to non-commercial department and made me wait to reach someone to transfer me to the commercial department. While I was talking to a rep. Belkis called and asked what was going on. I explained her everything happened and that my address is still not changed on some parts of the company (however it was happening!!!). She put me on hold and called the local office and when she got back to me I asked her why the tech has left even though I told nothing to him1 She got back to the local office and a minutes later I have heard the cheapest excuse that has ever been thrown at me! The technician, named MIKE SALLON, has told Belkis that I have called him “AN IDIOT AND A LAZY AMERICAN” and that’s why he left.

I was outraged about because of the time I have wasted in the last 2-3 weeks because of a very simple correction which could be done by a 5 year old but not done by so many TWC reps. This was the cheapest shot I have experienced in my life! Obviously this technician, MIKE SALLON, has already come to my office with ideas in his mind and seeing me as a Non-American person instead of a customer and was able to lie like this! A person has to be a racist to be able to come up with a lie as cheap as this! I have witnesses who heard what I have said and even he has recorded my voice or left me heard by his office, I left a message to Belkis while he was in the elevator! Oh, and you know what, I am on my way becoming an American citizen myself!

After all we have scheduled a new technician to come on September 7th, Thursday and I really wouldn’t be surprised if a technician is sent to the wrong address on purpose!

TWC was making me experience the worst customer service I have ever gone through and your racist employee MIKE SALLON made sure that it would be the worst ever. TWC employees represent TWC therefore I am holding TWC responsible for every action taken by its employees.

The reason I am writing all this and assure you that I will follow it until I am satisfied, I want an official apology letter from TWC and MIKE SULLON to be penalized for not doing the job he had to do and his lies created by his racist mind! Listen all the phone calls my partner and I have made to TWC to get everything fixed and found out what we have been through.
I will be following up this issue until I hear something and I will let this issue known to the necessary places. I am hoping that this problem will not be discarded as a regular complaint by a frustrated customer and the necessary actions be taken.
Best Regards,

Sagolsun Bush ve Sahinleri, burada milliyetcilik ve “anti”cilik gittikce populerlik kazanmaya ve yavas yavas gunluk yasam icinde rol almaya basladi. Bazi beyaz Amerikalilarin Asya ve Ortadogu’dan olanlara yonelik hakaretlerini cevremizde duymaya baslamistik bayagidir, bugun de benim basima bir olay geldi.

Isyeri adresim ### East 43rd Street, NY. Ofisi acarken cevrede tek kablolu internet servisi veren Time Warner Cable’la anlasmak zorunda kaldik (lanetler olsun sansimiza ki bolgede ki tek kablo onlar).

Ilk ay fatura gelmedi, 2. ayin basinda biz bunlara telefon actik ve fatura almadigimizi soyledik. O zaman ogrendik ki 43. sokakta ki adresimize gelip baglantiyi yapan sahislar ne hikmetse adresimizi 42. sokak olarak yazmislar. Ufak bir hata elbette yapilabilir ama olaylar o telefon gorusmesinden sonra basladi. Telefonu actik, adresimizi duzeltmeleri gerektigini belirttik ve bu sebeple faturayi bize gonderemediklerini, buna ragmen bir onceki ayin ve bu ayin faturasini derhal online odeyecegimiz belirttik. Hersey duzeltildi (oyle soylendi) ve telefonu kapattik.

Birkac dakika sonra internete baglanip odemeyi yapalim diyince ogrendik ki baglantimiz yok! Modemi falan kontrol ettik, ne oldugunu anlayamayinca cepten Time Warner Cable’i aradik. Faturalari odemedigimizden dolayi baglantimizin kesildigi soylendi. Tabii biz saka yapiyorsunuz degil mi havasindayiz! “Yahu 2 dakika once konustuk, sizin hatanizdan dolayi fatura elimize gecmedi, adresimizi yanlis yazmissiniz, duzelttiniz biz de online odeme yapiyoruz hemen” dedik ama karsi taraftan anlayan yok! Bunun uzerine ust duzey yetkili birisi ile gorusmek istedik, 20 dakika telefonda bekletildikten sonra birisine ulastik. Bayana durumu anlattik, gayet hakli oldugumuz belirtip baglantiyi actirdi ve telefonu kapatmadan evvel odemeyi direkt telefonda ona yaptik; ne olur ne olmaz!

Odememiz yapildi, adresimiz duzeldi ve hersey yoluna girdigi icin isimize donduk… en azindan bir sonra ki problem ortaya cikana kadar oyle oldugunu dusunduk. 1 hafta sonra baglantimiz zirt pirt kesilmeye basladi. Ikide bir modem’i ac kapa yapip baglantiyi geri kurmak zorunda kaliyorduk. Telefonumuz da VOIP oldugu icin baglanti kesilince o da kopuyordu. Time Warner Cable’i aradik ve durumu acikladik, bir teknisyenin gelip modemi ve baglantilari kontrol etmesi gerektigini soyleyip 25 Agustos’a randevu verdiler.

25 Agustos geldi ama bizim teknisyen gelmedi. Saat 6′ya kadar bekledigim ve o saatten sonra birsey yapilamayacagi icin bunlari pazartesi gunu aramaya karar verdim ve evime gittim.

Pazartesi TWC’i aradim ve bana verilen yanit “Teknisyen gitti ama kimse kapiyi acmamis” oldu. Ben de ofiste oldugumuzu, kimsenin gelmedigini belirtip teknisyenin nereye gonderildigini sordum. Cevap “### East 42nd Street” oldu! Yahu fatura olayinda aradik duzelttik, daha sonra aradik bir baska yetkili ile konustuk, hepsi de duzeltildigini soyledi, nasil teknisyen 42′ye gider” dedim! Ozurler dilendi, ulusal serviste adresin yenilenmis olabilecegini ama belki de lokal ofisin yenilemedigini soylediler. Arada bayagi bir sikayetler oldu tarafimdan, yahu kac tane database olur, bir yerden duzeltme yaparsin heryere gitmez mi bu?, vs. gibisinden ama mecburen yeni bir randevu almak zorunda kaldik.

Ilk musait teknisyenin 1 Eylul’de gelebilecegi soylendi. Tamam dedim ama artik yalvarir modda lutfen adresimi duzeltin de oyle gonderin teknisyenleri, hem onlarin vaktine yazik hem benim sabrim bitiyor diyerekten. Karsida ki eleman “Tabii, ### East 42nd Street degil mi?” dedi. Ben artik cildiracak vaziyette adresimin hala nasil duzeltilmemis oldugunu anlayamayacak halde tekrardan adresimi duzelttirdim. Eleman bu bilgileri lokal ofise gonderecegini ve onlarin beni arayarak randevuyu konfirme edeceklerini soyledi. Tecrubeliyiz ya artik TWC’in yedigi herzelerden ve aramayacaklarindan, daha baska vakit kaybetmemek icin tamam diyip isime dondum.

Aksam 5′e dogru, hala telefon gelmedigi icin ben bunlari aradim. “1 Eylul icin randevum var teknisyen icin, ama kimse aramadi, o yuzden ben aradim sizi” dedim. Karsida ki eleman, “Evet var ### East 42nd Street degil mi?” dedi. Cam acik olsa 22. kattan asagiya atlamayi dusunurdum. Elemana adresin neden hala duzeltilemedigini anlamadigimi aciklayip lutfen belgelerin uzerine elle de buyuk harflerle “42. degil 43. sokak olmali diye yazar misin” dedim. Eleman tamam dedi ve elle de uyari yazacagini soyledi.

Geldik bugune! Saat 11:30′da TWC’dan telefon geldi! Arayan, “Orada misiniz? Teknisyen kapida bekliyor” dedi! “Biz ofisteyiz de o nasil kapida bekler?” dedim. Tabii teknisyenin nereye gittigini sordum ve cevap beni hic de sasirtmadi; “### EAST 42ND STREET”!. Ben hala nasil sakin kalabildigime inanamadan sadece “42 degil 43″ dedim ve teknisyene bildirin, bekliyorum dedim.

Iki sokak arasi 3 dakikalik bir mesafe ve eleman 30 dakika sonra hoflaya poflaya bizim ofise geldi. Posta koyar bir havada “Adresi 42. sokak diye vermissiniz” dedi! Sinirli bir sekilde “Seni gonderen “idiot”lar yanlis yazmis, 3 haftadir 43. sokak diye duzeltmeye calisiyoruz burada” dedim. Eleman 1 sokak gibi buyuk bir mesafeyi yurumus olmaktan dolayi asabilesmis olacak ki “Bana idiot diyemezsin, ben gidiyorum” dedi. Ingilizce benim ikinci dilim ama ne dedigimi biliyorum ben diye dusunerek “Saka mi yapiyorsun yahu, sana birsey diyen yok, 3 haftadir 42′yi 43 yapamayanlara diyorum, sana ne diyim” dedim! Eleman asansore bindi ve ben gidiyorumdan baska birsey dememeye basladi. Bende film kopmayi gecti yaniyor artik. Asansorun arasina ayagimi koydum ve sinirli bir sekilde “Hicbiryere gidemezsin, sana birsey diyen yok, iceriye gir ve isini yap” diyorum ayni zamanda da telefonda TWC’i ariyorum! Eleman hala “Bana idiot diyemezsin” diyor, o da telefon acti ve ofisine “Bana idiot diyip taciz ediyor beni” dedi! Kendi kendime ulan sana tacizin ne oldugunu cok iyi gosterirdim ama yapacagim seyin cezasi 10 yildan baslar dedim. Elemana “Seninle alakasi olmayan birsey oldugu halde isini yapmiyorsun ve gidiyorsun, bu tembellikten baska birsey degil” dedim. Asansorde komsulardan birisi ve yanimda beraber calistigim arkadas vardi.

Eleman sanirim 1 sokak yurumenin yorgunlugundan ve stresinden olsa gerek gitti! Ben sinirli bir sekilde TWC’i aradim ve karsima bir yetkili buldum. Hatun Jamaica’li ve adi Belkis (adini soyleyince nereli oldugunu sordum, meraktan)! Lokal ofisi arayip durumu ogrenecegim dedi ve beni bekleme aldi. 2 dakika sonra bana geri donup “Olaylardan dolayi ozur dilerim, siz haklisiniz” dedi. Ben “Ayni teknisyenin buraya gelip isini yapmasini istiyorum, TWC ve o elemanin da bana formal bir ozur borcu var bunu talep ediyorum” dedim. Hatun kisi lokal ofise geri dondu ve bana beklememi soyledi. Bana geri dondugunde “Teknisyen onu taciz ettiginizi ve ona ‘Tembel AMERIKALI’ dediginizi soyledi” dedi! Konusmasindan kendisinin de buna inanmadigi belliydi. Dedim, 3 haftadir 2′yi 3′e cevirmek icin ugrasiyorum, karsi tarafta bunu yapamayan insanlar var, 5 yasindaki birisinin bile yapabilecegi birseyi bunlar yapamazsa ve ben bunlara “idiot” dersem haksiz olur muyum? Kadin “Size %110 katiliyorum” dedi. “Sinirliyim ve onu 42′ye gonderenlere idiot dedim ama kendisine hicbirsey demedim. Buna ragmen gitmek isteyince tembel oldugu icin ve calismak istemedigi icin gittigini soyledim, hatta bu sirada telefonu ile kayit yapiyordu, isterseniz onlari talep edin” dedim. Bunun yanisira, “Ucuz milliyetcilikle boyle bir yalana basvurabildigi icin asil o sahsin irkci olsugunu ve formal bir sikayette bulunmak istiyorum” dedim. Kadin bana inandigini soyleyip bugun bir teknisyen gonderecegini soyledi ve sikayetim icin VP’nin beni direkt arayacagini soyledi ve teknisyenin adi ile soyadini verdi.

Su an bekleme halindeyim, bakalim, sozde bugun biris gelecek ve modem incelenecek, sikayetim icin de telefon acilacak. Gerzekler bir de online anket yolladilar servisi nasil buluyorum diye! Otomatik servistir elbette ama neler neler yazabilecegimi tahmin bile edemezler artik.

Ozetle; Bu ulkede de musteri hizmetleri rezalet ve bu ulkede de ucuz milliyetcilik bazi seylerden kacis yontemi olarak kullanilmaya baslandi. Adam ucuz milliyetcilik yaparak isinden kaytariyor ve ustune ustluk bizi sucluyor!

Windows üzerinde çalışan bilgisayarımda dün gece dışarıya access vermek zorunda kaldım. Bilgisayarimi elbette ki herkese açmak istemediğim için, .htaccess ile basit ama güvenli bir şifre koruması koydum. Fazla uzatmadan hemen nasıl yapılacağını anlatıyorum.

Başlamadan önce, herkes apache kurulumu için farklı klasörler kullandığından aşağıdaki örneklere bakarak gerekli yerlerde dosyalarınızı bulunuz.

1. PATH (örnek. c:\apache)
2. CONF (örnek. c:\apache\conf)
3. DOCROOT (örnek. c:\apache\htdocs)
4. Benim örneğimde şifrelenecek klasör adı “sifreli”. Siz kendi folder isminiz için yazıda “sifreli” olarak geçen yerleri kendi folder adınıza değiştirin.

Aşağıdaki yazıda örneğin CONF gördüğünüz yerde bahsedilen folder nerede bulunuz.

Şimdi adım adım password protected yani şifrelendirilmiş folderımızı oluşturalım.

1. İlk olarak httpd.conf dosyanızı CONF altında bulup bir text editörü ile açınız. (örnek. “c:\apache\conf\”)

2. Bu dosya içinde AccessFileName diye bir arama yapın, asağıdaki bir satır göreceksiniz

AccessFileName .htaccess

3. Eğer Windows 2000 kullanıyorsanız bu işlemi yapmanıza gerek yok ancak Windows XP kullanıcılar nokta (.) ile başlayan dosya yaratamadıkları için buldukları satırı aşağıdaki gibi değiştirmek durumundalar.

AccessFileName ht.acl .htaccess

4. Yukarıdaki değişikliği yaptıktan sonra hemen bu satırın bir altına aşağıdaki kısmı yazin edin. Elbette yine burada siz kendi klasör adınıza göre gerekli değişiklikleri yapınız.

Folder adını kendinize uygun şekilde değiştirmeyi unutmayın.

5. httpd.conf ile işimiz bittikten sonra sıra MD5 formatında şifre yaratmaya geldi. Öncelikle bir tane DOS prompt açın. (Start > Run > cmd) Burada C:\apache\bin klasörünün altına gidin ve aşağıdaki satırı yazın.

htpasswd -c -b sifre.txt kullanici_adi sifreniz

ve enter a basınız. Aşağıdaki mesajı aldıysanız sorunsuz olarak şifre dosyanızı yaratmışsınız demektir.

Automatically using MD5 format.
Adding password for user kullanici_adi

6. Şifre dosyasını yarattıktan sonra, .htaccess veya ht.acl isimli bir dosya yaratıp içine aşağıdakileri yazın

Daha sonra bu dosyayı “sifreli” klasörünün altına kopyalayın.

7. Her ihtimale karşı Apache’i restart edip deneyin. Eger herhangi bir sorun ile karsilasirsaniz buraya mesaj atin en kisa zamanda size cevap verecegimdir.