./janella.com

This is a simple story of a bad customer experience turning into a worse one by the day.

My truck battery was on its last legs. I managed to get it charged so I drove it to the closest Sears Auto in Cupertino. I was able to be checked in fairly quickly about 11 am, and told my car would be done a little after noon - or within the hour.  This sounded great.

The mall in Cupertino isn’t that great, so I called Farrah who, with the kids, picked me up at Sears. We decided to have lunch at the local park and let the kids play. This provided a couple of hours of fun, more than enough time to get the battery changed in the truck. It was strange, though, no one called from Sears Auto during the time we were at the park. As we started driving back I began to wonder if they even started work on my truck.

It was a little after 1:30 when I got back to Sears Auto. I saw my truck in the same spot which concerned me a little. But then I thought, well all they need to do is pop the hood, disconnect the old battery and put in the new one. They shouldn’t need to move it far. In any event, I stood in line to talk to one of the customer representatives. I stood in line for about 30 minutes, a line only 3 people deep, before I got to talk to what apparently was the one working representative. This was strange because earlier in the day, just a few hours ago, there were at least three representatives working. The representative told me that they hadn’t gotten to my truck just yet but it should be done soon. He would make sure.

I was a bit peeved but was able to occupy my time with Farrah and the kids by going across the street to do some grocery shopping. This ate about an hour of time. I asked Farrah to drop me off and just head home with the kids, thinking the truck would be done. Boy was I wrong.

All I could do was vent through Twitter:

then

then

Unfortunately, according to Sears, I was sending my tweets to the wrong account. Instead of @Sears I should be sending tweets to @SearsAuto. Silly me. I thought that a service with the name Sears would be concerned about the bad customer experience several people were experiencing.

Hoping to get some resolution, I sent tweets to @SearsAuto. They responded the next day:

But they have been silent ever since.

I don’t believe I will be hearing from them. Even if  I did I suppose I would only get some half-hearted apology with no rational explanation for the problems experienced by the many people that day.

Thinking back on what could have been done differently by anyone at Sears Auto that day I could only come to this conclusion: they should have set expectations appropriately. If they couldn’t do the work in a timely manner, then they shouldn’t have promised it could be done. They should have stopped taking new work in. Continually building up the workload for a number of workers had only frustrated the customers.

I am guessing this trend will continue at Sears, uh I mean, Sears Auto. In any event, Sears, as a whole entity has lost me as a customer.

General admission. Standing room only. A combination I do not look forward to in a concert. But if the artist and venue are right, I will endure. And Farrah and I did endure this combination, at The Fillmore, to see Lorde.

I was lucky enough to snag two tickets back when they went on sale a few months ago, before  Royals was getting regular mainstream radio play. I don’t know if I’d be lucky to get tickets now seeing how big Lorde has become.  Funny thing was when they went on sale, they seemingly sold out immediately. But I persisted for a few minutes and was able to grab two tickets. 

We arrived a few minutes late to The Fillmore. Friday night traffic going up to San Francisco was ugly as usual. We caught a few songs from the opening act, Until the Ribbon Breaks. They sounded great on stage, so I immediately added a few tracks to a Spotify playlist. After their set people milled around, as usual, waiting for Lorde to take the stage.

The crowd started to fill up as Lorde’s set time was getting closer. The crowd was a good mix of ages, as The Fillmore can be depending on the performer. We were situated in a good spot, center and further back on the floor. Unfortunately, to Farrah’s left, a group of unruly 20-somethings decided to talk and bump around people through the whole performance. One couple just wanted to make out all night.  In front of us was an older couple, probably in their early to mid 50’s. Made me wonder how many concerts do they attend?

Getting back to Lorde -  she performed well for someone who hasn’t performed often on tour. She sounded well, though the bass was on the heavy side, making her voice sound muddled. From another review of the concert, it seems it was her idea to crank up the bass. She had energy, working the stage very easily. She talked between a few songs, using   Thank you, San Francisco, often, which elicited approval from the crowd.

Her set was short, about 12 songs or so, lasting a little over an hour. No encore performed with the lights coming up after her last song. I thought she could have done a few more songs, as her album came out that day in some places.

The annoyances of the general admission crowd are worth it sometimes, especially when seeing an up-and-coming artist. It is always nice to see an artist on the rise, seeing them before they get too big, in an intimate place like The Fillmore.

Other reviews of the show are at SF Gate and San Jose Mercury News and SF Station.

I feel I don’t have enough time during any given day. At least not enough to do what I want, when I want to do it. This is why my blogging efforts have fallen by the wayside.

Wife. Kids. Work. Eat. Commute. Sleep. These are the priorities in order. Wife. Kids. Work. Eat. Commute. Sleep.

Sleep is nice if it can be had. When it is possible, it doesn’t come in consecutive hours, not since the kids were born. I’ve learned to function with chunks of sleep here and there, sneaking in a few extra minutes on the commute to and from work.

Commuting and working are dedicated blocks of time. The commute is not fixed in its length. It can take up to 2 1/2 hours a day. And if there is an incident on Caltrain, add another 90 minutes to that time. I try not to take my work home with me, but my job is easily accessible through any device. This makes it easy to read and answer work issues.

That leaves the time spent with the wife and kids. They are the center of my world, the reason I do what I do. During the week I don’t have the opportunity to spend much time with them. An hour or two in the morning while getting ready to leave for the day. A few hours at night at dinner time than bedtime. At least we have the weekends together.

Eating is done between all of these times.

Setting aside time to write has been tough. I can steal a moment away here and there to jot down a thought I want to explore. Finding the time to think that thought through and writing it down can be difficult. But I believe I need that time, the time to use my brain and stretch my fingers. My writing may not be revelatory but it is mine. It is seething I wish to express, even if it is a trivial matter.

And so I’m making an effort to post more, to write more in this space. It may be a simple comment on a link or a long bitch fest about a day gone sideways. But it’ll be something I want to share. Whether you want to read it is up to you.

I hope you do.