December 16, 2025 • 41 mins
What has been your overall customer service experience with various companies or organizations as of late? Do you feel like you’re stuck spending way too much time trying to resolve an issue that shouldn’t take as long as it does?
See omnystudio.com/listener for privacy information.
Mark as Played
Transcript
Episode Transcript
Available transcripts are automatically generated. Complete accuracy is not guaranteed.
Speaker 1 (00:01):
It's nice with Dan Ray. I'm telling you Boston's new radio.
Speaker 2 (00:07):
All right, I would like to continue our conversation. Basically,
we had a interesting guest last hour. Amas to Numa.
His book Hold the Hold, Capital Letters, h Old the
Suffering Economy of customer service and the result, the result
that's long, the revolt that's long overdue. His website is
(00:30):
waiting for service dot com. Some good calls last hour.
I'd like to continue with this. If you've had good
customer service from a company, that would be great. You
can give a kudo to a company. If you've had
bad customer service, or if you feel customer service is
generally bad, feel free. I know. I got to tell you.
(00:53):
I've been jumping on various websites here as we get
closer to Christmas, and it's pretty clear to me that
the websites don't do us much favors. I just think
that companies in America have gotten fat and happy and contented,
and I think that we as customers have been submissive,
(01:16):
that we have not demanded more. We sit here in
front of our computers, we order things. We hope that
they'll be shipped on time. We hope that they'll they
will get to us on time. I myself have had
a couple of really bad experiences. I'm not sure if
they were legitimate companies. To be really honest with you,
(01:37):
I'm not even going to mention them because I probably
would be defaming them. But I'd love to know. Are
you satisfied with companies I've talked about my disappointment with Vovo.
I used to love Vovos. I mean I would. I
thought I would be a Vovo customer for life. Nope,
not anymore. Done with it. On the other hand, I
(02:01):
have found great businesses, great companies. You know, I've talked about,
you know, Patriot Petroleum, which is gas station on Route nine,
which is they have the lowest prices as far as
I am concerned, anywhere consistently, when Patriot Petroleum is on
(02:25):
Route nine westbound, if you're traveling on eastbound, just after
you across over one twenty eight, when prices were high,
they were the lowest price. Now that prices are low,
they're the lowest price. Gary there does such a great job.
I go out of my way to buy my gas
there because I know that it's great gas. I've never
(02:48):
had a problem with it, although it's less expensive than
anywhere else. I drive down Route nineteen, down Route nine
past gas stations where it's three point thirty nine three,
and you get there and it's to eighty nine today,
And if you're buying a Sunday it's two eighty three.
(03:09):
It's it's a great company. It's there. They are a
great companies still in America. And if you'd like to
tell us about a great company, particularly as we approach
the holiday season of Christmas and Hanukah and Kwanza and Festivus,
feel free. Festivus, of course, is for the rest of us.
Six seven thirty six one seven ninety. I would love
(03:32):
to hear from some women of this, because I think
that you were probably more demanding than most men. Most
guys go in and they buy a couple of things
and they walk out the door. That tends to be me.
I'm looking to get in and get out. But I
think that a lot of people are much more demanding
than that. So let's keep rolling here. Let me go
to Ron and Newton. Hey, Ron, thanks for checking in
(03:54):
customer service.
Speaker 1 (03:57):
Will it?
Speaker 2 (03:58):
Will it ever come back? Or do you think we're
we're doomed?
Speaker 3 (04:01):
Well? No, and I am actually, thank you so much
for having this topic. And by the way, one of
the best customer service experiences that I have had for
as long as I've known this person is Dan Ray.
Speaker 2 (04:18):
Thank you very much.
Speaker 3 (04:19):
I'm not kidding.
Speaker 2 (04:20):
I appreciate that I try to get back to as
many people as possible. It was funny too. Well, today,
I gotta tell you, I had an angry email today
from one of my listeners who has not any email,
an angry voicemail. And this particular listener sends me, you know,
(04:42):
some interesting voicemails and now they're transcribed. So this particular
voicemail today which really bothered me. And I'll tell you
why I'm gonna I'm going to probably read it here
because if I can find it, Yeah, here it is.
Good morning, She identifies herself. I've been avoiding your show
(05:05):
like the Plague for a little while because of Trump,
but today I'm calling because this is a good opportunity
to speak of the character of the president, and character
is always my main thing, and it's about Rob Reiner.
I mean, I know, the Australian murders and the murders
at Brown University a worthy of discussion. Well, thank you
very much, but talking about how Rob Reiner had Trump
(05:26):
derangement syndrome. Now I'm worried about I'm sorry that that
happened or whatever Dan I thought. And this confirms as
the president does not. This is like strain of consciousness.
And she says, I'll listen to night see if you're
willing to use this as an opportunity to talk about
this mint where there's men, in my view, something wrong
with the president of the United States. I wish that
(05:49):
she had listened last night because we talked about that
very subject in the eleven o'clock hour last night. So
she's playing even not talking about it, but she wasn't
smart enough to listen to what we talked about it.
Speaker 3 (06:03):
Oh my godness, there are some people you caught.
Speaker 2 (06:05):
Please no matter what.
Speaker 3 (06:07):
Okay, well, can I share some good companies as well? So,
like you, I have had shifted all my medications from
CBS over to this great pharmacy. It's located both in
Newton in Newtonville Newton Center Union Pharmacy. And they, I'll
(06:29):
tell you, they only work with medications. They don't have,
you know, Halloween decorations and beach chairs and all that
sort of thing. They are a very professional company. In fact,
the owner of the company took the time to meet
with me early on. I found it amazing, and so
(06:54):
I will call in, for example, this morning, a couple
of medications and within two hours I get it text
that it's done. Yeah, it just so. Now I shifted
and I have some I have a lot of radications,
I hate to say, and some of them have some
pretty good copage. So CEBE has just lost a lot
(07:17):
of money from this customer. And if you if you
consider you know, even ten customers doing that, they're they're
gonna start losing money.
Speaker 1 (07:27):
Now.
Speaker 2 (07:27):
I just looked up Union Pharmacy here. That's that's in Newton.
That's that's an interesting place.
Speaker 3 (07:34):
I may join you there nine Yeah, rating out five
and uh, I'll tell you it's just the uh pharmacists
are sharp there. The technicians go really overboard to help
you out.
Speaker 4 (07:52):
Uh.
Speaker 3 (07:53):
It's just uh, it's a very professional place. And you
know I know something about that industry store.
Speaker 2 (08:01):
Well, you are a pharmacist yourself. I know what I
know what you do for a living. I I told
the story last hour of being recently at a major
pharmacy which you know which which one I'm talking about here. Yeah,
and the pharmacist now they have at the counter where
they used to have service personnel. You now have to
(08:23):
enter your name and your birthday and all of this
sort of stuff. Uh. And then when you've done that,
you talk to the pharmacist, and the pharmacist comes down
and works as the service personnel before they go back
to be the pharmacist, which to me is crazy.
Speaker 3 (08:38):
Well, it is crazy. And I you know, I have
a lot of empathy for them, I really do. I
mean I couldn't do that, and and it sets it
sets them up for making an error again because it's
a distraction. Yes, absolutely, and so and by the way, uh,
your your thoughts on Toyota months sent me a text
(09:01):
yesterday with a picture of his o'damner camery three hundred
and forty nine thousand miles as of yesterday. Wow, good
for him, still running strong. And just one other one,
my dad's company. He started an industrial chemical distribution company
back forty years ago and it's a commodity industry dan uh.
(09:26):
And he was able to make make it a success
through the customer service. Excellent customer service. I mean the
products are buildings and grounds parks and recreations. Uh, they
have every chemical industrial chemical that you could you could
ask for for that and even today actually as of
(09:49):
last week, he's still at ninety years old providing his customers,
with his loyal customers with service. He hasn't drive my
you know, one of my siblings, uh drive for him,
but he's still doing it. My siblings. If you call
(10:10):
the that company, they pick up first ring, just like
Mass General. And that's what they that's what they do,
and they cross train so that it doesn't matter who
picks up the phone, they're likely to have the answer.
Speaker 2 (10:28):
So run them up on my brake. So I got
to run here. But thank you so much for calling.
I deeply appreciate it, and I know your background, and
I I thank you for that suggestion of the may
perhaps a new pharmacy.
Speaker 3 (10:42):
That's a good one, Dan, I it's been. It's this
was a great call. It was, it's a great show.
Thank you very much.
Speaker 2 (10:52):
My pleasure, my pleasure. I hope to get more folks
with stories, Thank you very much. Ron. So, yeah, if
you've been satisfied with customer service as Ron has it
and new company, share it with us, because it may
it may benefit other people. Uh. And if you've had
a bad experience and you want to talk about a
company with a bad experience, that's fine too. Six one, seven, two, five, four,
(11:13):
ten thirty six one seven, nine three one ten thirty.
We have allowed customer service in America. It used to
be the customer is always right. Now the customer is
always ignored. It's not the customer is wrong, it's the
customers ignored. That's the new policy of customer service in America.
We talked last hour with a mas Tanuma great book,
(11:34):
Hold the suffering economy of customer service and the revolt
that's long overdue. Join the revolt. Six one, seven, two, five, four,
ten thirty six one seven, nine three one ten thirty.
Let's commend and pass along. It's the same as restaurants.
If you go to a restaurant and you and you
treated well and the food is good, tell your friends
(11:56):
about it. If you go to a restaurant you treated
lowsey and the food is lousy, tell your friends about it.
That's it. We have to get back to word of mouth.
Get off the computers, talk to friends. I have wide
open lines here, which is really driving me. That's right now?
Six one seven, two, five, four ten thirty six one seven, nine,
three one, ten thirty. If you're really happy with the
(12:16):
way the world is going, then don't call. But we're
going to go to June in Providence, Rhode Island next
and I have some room for you at six one, seven, two, five,
four to ten thirty six one seven, nine three one
ten thirty. This is a very quick break down. Quickly,
we'll get you on coming back on night Side.
Speaker 1 (12:32):
Night Side with Dan Ray. I'MBZ Boston's news radio.
Speaker 2 (12:38):
You know, it's also interesting that a company can treat
you well twenty times, but the time they don't treat
you well is the time you'll remember. Let me go
next to June in Providence, Rhode Island. Hi, June. I
hope it's been a tough weekend for people in Providence,
Rhode Island, that is for sure.
Speaker 5 (12:57):
How are you doing okay?
Speaker 4 (13:01):
It was unfortunate that, you know, of all days, it
was just Seber thirteenth, and I'm a graduate of Providence
College and that was my senior year of college when
they had a dormitory fire. And I was also on
the thirteenth of December forty eight years ago.
Speaker 2 (13:17):
Wow. Wow, Yeah, so you know it was like a
double Well college had that problem also a week a
couple of weekends ago where oh yeah, seven students apparently
had been given some drugs which were problematic. Yeah, you know,
I mean or tried some drugs and thank god that
(13:40):
people had narcan and thank god that I guess all
of them survived, but hopefully vibe. Yeah, a little a
difficult lesson. So what's your your thought on customer service?
Is it a lost art in America?
Speaker 4 (13:53):
Well, you know, I was very pleased. Just about two
weeks ago I had bought my son and daughter in
Laura dishwasher. It was a year ago August. I had
gotten it through Costco. It was a kitchen aid and
it was given them some trouble, and I said, you know,
I think I bought I think it's under warranty. I
(14:15):
had knowing that the appliances don't last. Like years ago,
they never used to buy the extended warranties. But now
I'm like the eighty nine dollars or whatever it is
to extend it to five years, it's worth it.
Speaker 6 (14:28):
You know.
Speaker 2 (14:30):
That's what's called the American industry invented called planned obsolescence.
Speaker 4 (14:36):
Exactly so I had bought it it on the phone.
I was in Europe at the time, and I bought
it and we came home on the weekend and it
was delivered on the tuesday. So I called Costco and
I said, you know, I think I bought the extended warranty,
but I can't seem to find it in my email.
(14:56):
And they were very, very helpful, and then they turned
me over to another department at Costco. And at first
I thought, oh my god, I'm going to be on
the phone forever. This is never going to get resolved.
But that person helped me. And then they tried to
connect me to Whirlpool because I guess kitchen eight years
old by Whirlpool, and he couldn't get me through and
(15:20):
he said, you will get a call in twenty four
hours or an email, and I did and everything worked
out perfectly. They set up a time to come and
they stuck to it and it come to find out,
it was a pump motor that needed to be replaced,
and they did it right in the first visit.
Speaker 5 (15:42):
They didn't.
Speaker 2 (15:44):
You know, that's a plus for Costco. Then that's good
to hear that there is some company that provided positive
customer service. We got a deal. We got to change
the whole mindset of the companies in America have gone
to this. They don't think about four years or five years,
or ten years or twenty years. They think about, you know,
(16:06):
one the next quarter, what's the profit at the next quarter.
And that's just wrong because if you try to maximize
profit every corner, you're going to put yourself out of
business eventually. Yeah, in my opinion, and there's a lot
of companies that have put themselves out of business.
Speaker 5 (16:23):
Yeah, it's true, Jude, great.
Speaker 2 (16:25):
To hear your voice. Please keep your doors locked down there.
I do not understand why this this this thing is
lingering on so long. It's really troubling in my opinion.
Speaker 4 (16:36):
Well, I looked up, you know when they shot the
United Healthcare chem last year. Yeah, yeah, and I looked
up it took them. I think it's it was the
fourth that the man was shot, and they arrested the
young man on the night, so it was five days.
Speaker 2 (16:56):
Yeah. But I still think in my sense on this
one is that they they don't have much to go
on on this one. This my sense is that they're
they're asking for help, and normally I mean a year ago,
there were hundreds. They were overwhelmed with suggestions on Luigi Mangoni,
(17:19):
MANZIONI uh, and they had to weighe through all of this.
I don't I don't know they have much. And those
videos that they have released, I couldn't tell much from
those pictures. I mean, that guy, he should have drawn
attention and at some point I think, you know, someone
should have said, hey, what's that guy doing? He was
(17:40):
hanging around for hours there, So I.
Speaker 5 (17:41):
Don't know anyway, Thank you, thank you videos?
Speaker 4 (17:46):
Did I what they had enhanced videos? At five o'clock
I saw them.
Speaker 2 (17:51):
They weren't particularly enhanced. From now, when you see them,
you won't think much of them, trust me on that.
I got to run here because I'm up. Thanks June.
We'll talk Merry Christmas.
Speaker 4 (18:03):
Ye, thank you YouTube.
Speaker 2 (18:04):
By bye. Let me go to Karen. I'm going to
stay in Rhode Island with Karen. Hey, Karen, you're next night, sad.
Speaker 3 (18:09):
How are you good?
Speaker 4 (18:10):
Dan?
Speaker 7 (18:10):
How are you good?
Speaker 2 (18:11):
We're talking about lack of customer service.
Speaker 7 (18:15):
Well, I've had so many doozies that I don't remember
what they particularly were, to be honest with you, but
I was calling to say if you do, if somebody
does get good customer service, call it a supervisor. Talk
to a supervisor and tell the supervisor. I had an instance,
(18:39):
it's probably about five years ago. We had a transformed
blow down the street for the power and it was
supposed to be targeted according to the app like two hours,
fifteen minutes. They were here five minutes later. The power
was back the next The next day, I called the
(19:02):
electric company and I said, I don't know who to
talk to, but I just want to let you know
that I know you guys get criticized all the time,
and I just wanted to call and compliment you. And
the woman goes, oh my god, oh my god, oh
my god.
Speaker 3 (19:16):
I don't know what to do.
Speaker 7 (19:17):
I don't know what to do, and this has never
happened before.
Speaker 2 (19:21):
She's probably.
Speaker 4 (19:24):
I know.
Speaker 7 (19:24):
So she ended she ended up. She put me through
to somebody else and I talked to her and she said,
I'm going to let the the crew now. Is that okay?
And I said absolutely, That's why I'm willing. I get
called from work on my lunchtime. By the time I
got home, there was a message on the answer machine
(19:46):
from the supervisor of the local crew that called me
and said, you have no idea how much that meant my.
Speaker 2 (19:54):
Crew absolutely absolutely. I mean I couldn't agree with you more.
And I think that's a good example. But the problem
is that the major companies, the major companies, as as
my guests last hour showed, they don't care. They I
don't care at this point. It's like, you know, their
(20:15):
attitude is they'll treat us like sheep, and they might
lose two or three of us as customers, but the
money that they save in treating us like sheep far
our ways the loss of the two or three sheep
who do not act like sheep, people maybe like you
or me, who say I'm out of here, I'm going
(20:35):
to find a different Oh. Yeah, I mean, oh I bought,
and again I talk about Vovals. I bought probably five
or six Vovals in my life. I will never buy
another Voval.
Speaker 7 (20:46):
I mean, yeah, I can understand why I've heard your saga.
Speaker 2 (20:49):
Yeah, I mean, the service was horrible. It got progressively
worse over time, and I just came to the conclusion
that it is not it's living on it's passed. I mean,
it's like talking about some guy who the red SOX
might sign who hit fifty home runs or forty home
runs ten years ago and he hasn't played a ten
years if the game has passed and by I think
(21:12):
the game passed, Vovo bad and I know it's they're
going to make Vovo happy with me. But as simple
as that, I'm not not happy with them. So I
would suggest that more people should call us tonight and
let us know companies that have done a good job
like you did. What was the name of the electric company.
It's the Rhode Island Company.
Speaker 7 (21:31):
Yes, well, now it's Rhode Island Power.
Speaker 2 (21:34):
Okay, fine, that's okay, yep.
Speaker 7 (21:35):
RD Island Power yep.
Speaker 2 (21:37):
And what was it called when you were satisfied with
the respect?
Speaker 7 (21:41):
RD Island Energy?
Speaker 2 (21:42):
Are right? Okay, So we gotta we got to cover it.
Thanks Karen. I got you in before the newscast, but
I got to run for the news.
Speaker 7 (21:48):
Thanks you all right, Thanks Dan, thank you very much.
Speaker 2 (21:51):
We got Harold and hanover. He's going to be next
John in New York. Maggie and Stoneham got some room
for you at six one, seven, two, five, four ten
thirty and six one seven, nine three thirty. Coming right
back on Nightside.
Speaker 1 (22:04):
You're on night Side with Dan Ray on wb Boston's
news radio.
Speaker 2 (22:09):
Back to the phones we go. We're gonna go next
to Harold and hanover Harold next to Nightside.
Speaker 5 (22:13):
Welcome, Welcome Dan.
Speaker 4 (22:17):
Hi.
Speaker 5 (22:18):
I got a lot of things through bring up because
as I waited online, some new comments just generate new
ideas and go right ahead. I can't go right ahead.
First of all, I'm also a vall ball lover, and
I'm sorry you're not anymore. And I've been I understand
what happened with the Chinese sego, and in fact, I'm
(22:39):
in the market for I'm just saying, well, then I
don't have a car right now, but I need a
car and looking for a US Volvoll maybe like a
twenty ten to twenty fifteen, which apparently are still good
up until about twenty fifteen and then they turn bad.
Speaker 2 (22:56):
But I get yeah, I have a twenty thirteen cross
Country which I like. But I also felt yeah, but
I also felt that the the service at the dealerships
that I dealt with, particularly the ones in Boston, just
went down the tubes about twenty twenty oh five or so.
(23:17):
It just it just went from bad to worse.
Speaker 5 (23:20):
Yeah, I think that's true. What I like, we're talking
about all customer service everywhere, just about every you know,
phase of everything. Did you ever go to Dallas, Zo,
Lobo and Denham when you were in Denham?
Speaker 2 (23:34):
Never did never did well. I never lived in Dedham,
but I never did well.
Speaker 5 (23:38):
I thought you did well and grew up right just
next to Dedham. Okay, yeah, do you remember Dalla's out
very small Bobbo dealership on Route one because I worked
there a couple of years and at that time they
went on business. But it was a good, you know,
honest kind of place, a good place to work, and
(24:02):
not what's going on nowadays. Then my second comments were
not quite on their customer service, but on the incredible violence.
Speaker 2 (24:11):
Uh.
Speaker 5 (24:11):
I just want to agree with your good friend Hari
that it does happen in bunches and the latest was
just yesterday the MIT professor.
Speaker 2 (24:21):
Yeah, that's that's in Brookline, which is not a community
that normally has problems like that. We probably will talk
about that.
Speaker 3 (24:33):
I have.
Speaker 2 (24:34):
I have held off talking about that tonight because I
don't know enough about it, and I'm also discoveraged from
what's going on in Rhode Island. It seems to me,
like the authorities down there have nothing. They really are
releasing videotape, which I mean, yeah, yeah, I mean.
Speaker 5 (24:56):
I think, you know, I hate to be cynical, but
I am that. I think they posted this new supposed
to be really good surveillance or whatever it is, just
to keep the people calm. They really had. I think
they had nothing. It was just kind of they made
some stocky guys at this point.
Speaker 2 (25:14):
Well, the guy clearly didn't look in great shape. But uh,
the fact that he's been hanging around in that neighborhood
for hours before the shooting, you would think that someone
might have noticed him and uh and.
Speaker 5 (25:28):
And maybe nowadays video of some camera, you know, the
cameras everywhere.
Speaker 2 (25:32):
I mean, the instinct is he was hanging on in
a residential area, and you would think that someone might
have called the police and said, hey, there's this guy. Uh,
he's he's got a mask.
Speaker 5 (25:43):
You know, he was carrying a rifle in a pull
queue bag or something. Who the hell knows, Well.
Speaker 2 (25:52):
What I'm saying, it starts with always calling the police department,
The police go over, check the guy out. Maybe the
two lives would have been saved. I don't know, absolutely
you know, maybe we'll find out that this guy was
just a crazy person who decided to walk into but
he waited a long time. Again, I don't want to
get off customer service Herald and maybe tomorrow night we'll
(26:14):
talk about it more in conjunction with with Brookline and
I just I just it troubles.
Speaker 5 (26:23):
It's been overwhelming. It's so depressing and scary, and you know,
the customer service up front and I made a few
comments CBS uh used to be good. I'm a disabled
person to I use the pharmacy a lot. Used to
be going to call and actually get a right direct
call to the pharmacy and actually be able to sometimes
(26:45):
speak to the actual pharmacist. You had a problem with
your meds, you know, no longer now go through You
have to get to the bot and then convinced of
that you really need to talk to someone, and the
best you can do is leave a message and they
will they will allegedly maybe are you back.
Speaker 2 (27:06):
Yeah, I have to think that that they do it
to make you talk to a box, which you know
the chat boxes, chat with the chat box, and it's like, yeah,
they're annoying.
Speaker 5 (27:21):
I just don't want to mind you're like audio mind
you know, minds are annoying, the audio version.
Speaker 2 (27:30):
I gotta keep rolling here, buddy. Good to talk to
you and you'll be well and we'll talk soon. Okay,
thank you, I.
Speaker 5 (27:35):
Got another stop. Catch you next time.
Speaker 2 (27:37):
Thank you, absolutely, thank you much. We did five minutes.
More than happy to spend some time with you. Maggie
is in Stone and Maggie you're next time, night side.
Speaker 8 (27:44):
Welcome, Hi, thank you for having And this topic is
way too close to home right now. I'm frustrated.
Speaker 2 (27:54):
I'm sorry to hear that. Go ahead.
Speaker 8 (27:57):
There's a lot of good out there, but this one's
got me. So we all know how logarithms worth. If
you look at something you didn't get inundated with the advertising.
And there's one out there that's very popular. It's I
think his name's doctor Gundry, talks all about it's gut
health and he's got all these great products are going
to help you, blah blah blah. Anyway, so I went
ahead and I ordered one and it arrived, and then
(28:18):
shortly thereafter I got almost triple that, and I'm like,
what the heck? So anyway, so I called the company
and immediately they've got almost six hundred dollars in my
credit card. I'm like, well, oh, I thought it was
about one hundred and ten. And I spoke to this
very nice person who looked into it. She goes, oh, wait, yeah, no,
that was a mistake. Yeah, oh so sorry, and I
(28:40):
said great. You know what, I just was like, I
just want to send it all back. And they say, oh,
money back guarantee, no questions asked, whatever. So she's like okay,
And then I said, but I want to send it back,
but can you send me like a prepaid envelope or
a stick or whatever. And she goes, well, we don't
really do that. And I said, but you guys made
a mistake and sent me triple like this is ridiculous,
(29:00):
because let me look into it. We'll get back to you.
Speaker 6 (29:03):
Of course they.
Speaker 8 (29:03):
Didn't, so then I called back. I have now called
them at least four or five times again. I've got
almost six hundred bucks on my credit card and they're like, no,
you have to pay the ship it back and they
put it these glass bottles and the shipping I just
went to the post office to have it. Wait, it's
almost thirty dollars and it's just frustrating.
Speaker 2 (29:22):
And we're like, what is the name of this company again.
Speaker 8 (29:25):
Doctor Gundry, And he's he does a lot of online.
Speaker 2 (29:31):
Advertising, doctor, and it's g U N d R Y.
Speaker 5 (29:34):
I believe, so yes, and well you deal with it.
Speaker 2 (29:38):
I don't. So I'm just guessing. When you say doctor Gundry,
I'm trying to I'm trying.
Speaker 8 (29:42):
To, Well, he's not. I mean, he's a big it's
a big online presence. I mean, clearly he's not. I
think he was some sort of a I don't know,
cardiologist or something. He talks about all this gut health,
cleaning your gut you can wait.
Speaker 2 (29:56):
Yeah, there's a lot of stuff like that. But what
I'm saying is that big giving you if they made
the mistake and they're giving you the hard time. That's
not right at all.
Speaker 8 (30:06):
I mean, I mean, if you have an advice one
of your caller says, I have literally called them now
five times. I was like, nope, you just have to
send it back. I'm like, so now I have to
pay almost thirty dollars to send back product. And I said,
how about if I take the product out of these
heavy glass bottles and just put them in a padded envelope.
They're like, no, we need the bottles. And then coincidentally,
(30:28):
I'm going to be traveling close to where they're headquartered,
and I said, great, could I just bring it in
and drop it off. I'm going to be about five
miles from there in about two weeks. No, no, that's
not an option.
Speaker 2 (30:38):
I'm like, where are these where's this company located?
Speaker 8 (30:44):
Chatsworth, California.
Speaker 2 (30:46):
Wow, boy, this sounds to me that I'm almost going
to look it up here just for the fun. Well,
I don't know. I mean you, I asked you to
spell it.
Speaker 8 (31:01):
I believe it Wendy or why. If I wasn't driving,
I would double check it. But I'm pretty sure that's it.
And it's just so, I'm like, you have six hundred
of my dollars tied up right now, and they're like, well,
we'll give you thirty percent off if you keep it.
I'm like, I want nothing to do with you or
your company at this point.
Speaker 2 (31:20):
There is a gunry, there's a company here, but I'm
not sure of it.
Speaker 8 (31:24):
So keeping the country or something like that.
Speaker 2 (31:29):
Whatever. Yeah, I don't want to talk about a company
that I'm not sure of, but keep me posted and
you call back and let me know, call them up
and tell them me to talk to a radio station
and that you'd like to be able to have a
happy ending that you can that you can brag on them.
I mean, it sounds to me like they're giving you
a hard time here unnecessarily.
Speaker 8 (31:49):
Yet the last person, who is the supervisor, because you know,
I mean, customer service people are very they sound polite,
but I'm like, can I just talk to your supervisor?
And she said, and I said, how can you tell
me that I need to pay to sendence back when
there was a mistake internally. She's like, well, that's not
necessarily how well, no, I don't think it was. And
I'm like, well the other person confirmed that. And she said,
(32:10):
I've worked here five years and never once have we
ever sent a single customer a prepaid postage. You have
to pay and that's his outset. She's like, that's our policy.
I go, but your policy to send someone triple is wrong.
I mean to say that, then they keep me.
Speaker 2 (32:28):
Do me a favorite, Maggie, keep me, keep me posted.
You hit hit on it tonight and say to them
g I talked with a radio talk show host last
night and wants to give you a chance to do
the right thing here. I don't understand it, and you
know what, why you have to be put through this?
It seems to me like you tried to make an effort.
(32:49):
So keep me posted. I'm up on my break and.
Speaker 8 (32:54):
Have a good night, Happy holidays you good night.
Speaker 2 (32:58):
Take a quick break, come right back on Night Side.
Speaker 1 (33:01):
It's nice Eye with Dan Ray, Boston's news radio.
Speaker 2 (33:06):
Okay, we got a possibility. We'll get two callers here.
We got a couple more opening six one, ten thirty
six seven. John is in New York. John, how are
you tonight? Welcome back?
Speaker 6 (33:21):
Yes, thank you very much. Uh, I'm filling your request
for a call. You know you said the lines with
open earlier, so here I am. I always obey. I
always obey your request when I'm driving down the road here,
and you know I'll call you if I have nothing
to say. But anyhow, I'm wanted to say that I
had an experience yesterday. It was a service company that
(33:45):
does your heating systems.
Speaker 2 (33:46):
Right.
Speaker 6 (33:46):
I have a boiler in my basement and the guy
was really good. When you call the place, it's a
new place that I'm using, you know, to start out
with and uh the name of the company, It's family
Dan and that's the an. Your name was the Z
at the end. And they're in Albany on Pearl Street.
(34:07):
And I actually spoke to Todd DNS once a few
weeks ago, who was the owner of a company, after
haring his personal radio commercial on the local big station
here iHeart radio station. Right, so very nice. I mean,
it's really great.
Speaker 5 (34:23):
The guy did a good job.
Speaker 6 (34:25):
It's something I used to do myself, but I just
called somebody in. Plus he has the instruments for tuning
up to think so you know your oil efficiency and
the heat and is.
Speaker 2 (34:34):
All yeah, I think. I think that's a smart thing
to do. And you know, again, I'm sure that his
company works within a shirt number. Hope. No one's running
off the road there. I'm sure he's hard.
Speaker 6 (34:49):
Did you hear the horn I did?
Speaker 2 (34:51):
Was that you or was that the other guy?
Speaker 5 (34:54):
No?
Speaker 6 (34:54):
That was me, a big deer just running rioting for
us in front of me, about twenty feet in front
of me, and I had a slow down a bloato
on who off like a jet. Yeah. Well, in February
I hit one of my cars still an auto body
shop getting fixed.
Speaker 2 (35:09):
They can take out a car, that's for sure. Know
what I was saying was, that's a company out of Albany.
I'm sure that they only work within a you know,
twenty or a thirty mile radius, so there's probably a
lot of.
Speaker 6 (35:21):
People want right, yeah, who were listening forty five miles away?
I was surprised when I talked to the on the todd.
I told him, Hey, I'm forty five miles away, you know,
to the west of you. There's nobody in that city
wants to come out here, like you're just saying it right.
He said, Oh, I got a guy in the you know,
in the local area, about ten miles away from you
that can take care of that. Okay, good, send them over,
(35:43):
you know what I mean. Yeah, And everybody when you
call them, they're self polite. The girls on the phone.
If you call them and someone's not available, they send
the message to them and they call you back within
a very reasonable short time. It's just amazing. And this
guy has like one hundred employees work for them.
Speaker 2 (36:01):
Well, that's going to be a successful company if it
isn't already, that's for sure.
Speaker 6 (36:06):
And I know I'm how do you your house I'm
gonna go just I'm gonna get off real quick. How
do you heat your home?
Speaker 2 (36:14):
What are you using? We're electric and uh and gas
primarily it's electric though that that heats the house forced
hot air as an older, older home. You know, many
years ago, I had oil or you know, you fill
(36:38):
the oil tank, and all of that oil was good
back in the day. Then the prices went up a
little bit. But the problem is you pretty much are
constrained by what you what your option is. I mean,
if you buy a house that has two hundred seventy
five gallon oil tank or whatever, you're not going to
pull the tack out and do all of that. So yeah, right,
(37:02):
it can be expensive no matter what way you go, John,
It's as simple as that.
Speaker 4 (37:07):
Yeah.
Speaker 6 (37:07):
I know, well, I've I found out that pro pain
I would have to use I don't have street gas, right,
and to use that to heat my house would be
no cheaper than what I have now. So it's you know,
very good.
Speaker 2 (37:21):
But I have what do you use? Now? What do
you use now?
Speaker 6 (37:25):
Number two? Fuel oil?
Speaker 3 (37:26):
It's an oil burner.
Speaker 2 (37:27):
It to boil it. Okay, that's good.
Speaker 6 (37:30):
Yeah, And it has baseboard heat, you know, and Oh,
it's that kind of system you have. I have free
zones in the house. The heat is so uniform in
all the rooms. You know, your forced high air system.
Some of them have a tendency to have draft the
areas in the house.
Speaker 2 (37:45):
You probably have that. Ex We're in an older home.
It was built in eighteen eighty six. So yeah, there's
a few. Hey, John, I thank you very much.
Speaker 6 (37:56):
Yes, have a good right, have a good one.
Speaker 2 (37:59):
Deer out for those deer.
Speaker 6 (38:00):
Oh man, they're roll over the place.
Speaker 3 (38:03):
Okay.
Speaker 6 (38:03):
See by now, I.
Speaker 2 (38:04):
Think it's mating season in New York. We had a
couple of callings that dropped off the line, so you
should have hung on, had a little bit more patience.
I will finish up tonight by telling you that tomorrow night,
I guess President Trump will address the nation. Who knows
what we'll have to say, but we're gonna carry it
live at nine o'clock. And then on Thursday night at
(38:27):
nine o'clock, we will talk with author William Martin. He
has written some wonderful historical novels, historical fiction, I guess,
but it's always rooted back Bay Cape Cod, the Lincoln Letter,
and he's just a great guy, and we will have him.
Here's a new new book. What his latest book is
(38:50):
called December forty one, and it talks about since this
is December of twenty five, we will talk about what
it was like to live in this country the month
after Pearl Harbor had been bombed and we had gone
into World War Two. Those of us who live today
sometimes we think that that the problems that we face
(39:11):
are the worst. No, I think this country has faced
and survived worse times than now, So we will be okay.
I do hope. I just want to say that the
Providence Police Department, of the Rhode Island State Police, and
the FBI can figure this crime out. At this point,
this guy has had plenty of time. He could be
out of Providence, he could be out of Rhode Island,
(39:33):
out of New England, he could be out of the country.
At this point. Maybe they they'll find him and maybe
they will bring him to justice. Horrific crime. You would
think that there would be some leads that the people
who were in that room with it. Why did he
pick that room, Why did he pick that group? Was
(39:53):
there someone in the room that he had a beef with?
Was there a former girlfriend who had broken up. There
has to be a reason people don't. I guess people
can walk in off the street, but most of the
time there's a reason. Even in the case of Brian Walsh,
which we talked about last night, there was a reason.
(40:15):
You know, crazy reasons and crazy actions. But we'll find
out what happened to the MIT professor who was murdered
in a very nice neighborhood in nearby brook Brookline. Just
it's crazy to think that's what's going on. Anyway, We're
(40:36):
done for the night. I want to thank everyone who listened.
I want to thank all who called. I hope more
of you will have the courage to participate in these
conversations because we try to do a different show every night.
We try to come up with different topics. And when
someone writes me a note that tells me they didn't
listen and they're upset we didn't talk about a subject
(40:56):
that we talked about, it's frustrating. Done for the night.
My name's Dan ray I want to thank Rob, I
want to thank Marita. All dogs, all cats, all pets
go to heaven. That's why Pal Charlie Rayes, who passed
fifteen years ago in February. That's where all your pets
are who have passed. They loved you when you loved them.
I do believe you'll see them again. We'll see tomorrow
night on Night Side at eight o'clock, and we'll have
(41:17):
President Trump addressing the nation at nine. In your comments afterwards.
Have a good time Wednesday, everybody,
It's nice with Dan Ray. I'm telling you Boston's new radio.
Speaker 2 (00:07):
All right, I would like to continue our conversation. Basically,
we had a interesting guest last hour. Amas to Numa.
His book Hold the Hold, Capital Letters, h Old the
Suffering Economy of customer service and the result, the result
that's long, the revolt that's long overdue. His website is
(00:30):
waiting for service dot com. Some good calls last hour.
I'd like to continue with this. If you've had good
customer service from a company, that would be great. You
can give a kudo to a company. If you've had
bad customer service, or if you feel customer service is
generally bad, feel free. I know. I got to tell you.
(00:53):
I've been jumping on various websites here as we get
closer to Christmas, and it's pretty clear to me that
the websites don't do us much favors. I just think
that companies in America have gotten fat and happy and contented,
and I think that we as customers have been submissive,
(01:16):
that we have not demanded more. We sit here in
front of our computers, we order things. We hope that
they'll be shipped on time. We hope that they'll they
will get to us on time. I myself have had
a couple of really bad experiences. I'm not sure if
they were legitimate companies. To be really honest with you,
(01:37):
I'm not even going to mention them because I probably
would be defaming them. But I'd love to know. Are
you satisfied with companies I've talked about my disappointment with Vovo.
I used to love Vovos. I mean I would. I
thought I would be a Vovo customer for life. Nope,
not anymore. Done with it. On the other hand, I
(02:01):
have found great businesses, great companies. You know, I've talked about,
you know, Patriot Petroleum, which is gas station on Route nine,
which is they have the lowest prices as far as
I am concerned, anywhere consistently, when Patriot Petroleum is on
(02:25):
Route nine westbound, if you're traveling on eastbound, just after
you across over one twenty eight, when prices were high,
they were the lowest price. Now that prices are low,
they're the lowest price. Gary there does such a great job.
I go out of my way to buy my gas
there because I know that it's great gas. I've never
(02:48):
had a problem with it, although it's less expensive than
anywhere else. I drive down Route nineteen, down Route nine
past gas stations where it's three point thirty nine three,
and you get there and it's to eighty nine today,
And if you're buying a Sunday it's two eighty three.
(03:09):
It's it's a great company. It's there. They are a
great companies still in America. And if you'd like to
tell us about a great company, particularly as we approach
the holiday season of Christmas and Hanukah and Kwanza and Festivus,
feel free. Festivus, of course, is for the rest of us.
Six seven thirty six one seven ninety. I would love
(03:32):
to hear from some women of this, because I think
that you were probably more demanding than most men. Most
guys go in and they buy a couple of things
and they walk out the door. That tends to be me.
I'm looking to get in and get out. But I
think that a lot of people are much more demanding
than that. So let's keep rolling here. Let me go
to Ron and Newton. Hey, Ron, thanks for checking in
(03:54):
customer service.
Speaker 1 (03:57):
Will it?
Speaker 2 (03:58):
Will it ever come back? Or do you think we're
we're doomed?
Speaker 3 (04:01):
Well? No, and I am actually, thank you so much
for having this topic. And by the way, one of
the best customer service experiences that I have had for
as long as I've known this person is Dan Ray.
Speaker 2 (04:18):
Thank you very much.
Speaker 3 (04:19):
I'm not kidding.
Speaker 2 (04:20):
I appreciate that I try to get back to as
many people as possible. It was funny too. Well, today,
I gotta tell you, I had an angry email today
from one of my listeners who has not any email,
an angry voicemail. And this particular listener sends me, you know,
(04:42):
some interesting voicemails and now they're transcribed. So this particular
voicemail today which really bothered me. And I'll tell you
why I'm gonna I'm going to probably read it here
because if I can find it, Yeah, here it is.
Good morning, She identifies herself. I've been avoiding your show
(05:05):
like the Plague for a little while because of Trump,
but today I'm calling because this is a good opportunity
to speak of the character of the president, and character
is always my main thing, and it's about Rob Reiner.
I mean, I know, the Australian murders and the murders
at Brown University a worthy of discussion. Well, thank you
very much, but talking about how Rob Reiner had Trump
(05:26):
derangement syndrome. Now I'm worried about I'm sorry that that
happened or whatever Dan I thought. And this confirms as
the president does not. This is like strain of consciousness.
And she says, I'll listen to night see if you're
willing to use this as an opportunity to talk about
this mint where there's men, in my view, something wrong
with the president of the United States. I wish that
(05:49):
she had listened last night because we talked about that
very subject in the eleven o'clock hour last night. So
she's playing even not talking about it, but she wasn't
smart enough to listen to what we talked about it.
Speaker 3 (06:03):
Oh my godness, there are some people you caught.
Speaker 2 (06:05):
Please no matter what.
Speaker 3 (06:07):
Okay, well, can I share some good companies as well? So,
like you, I have had shifted all my medications from
CBS over to this great pharmacy. It's located both in
Newton in Newtonville Newton Center Union Pharmacy. And they, I'll
(06:29):
tell you, they only work with medications. They don't have,
you know, Halloween decorations and beach chairs and all that
sort of thing. They are a very professional company. In fact,
the owner of the company took the time to meet
with me early on. I found it amazing, and so
(06:54):
I will call in, for example, this morning, a couple
of medications and within two hours I get it text
that it's done. Yeah, it just so. Now I shifted
and I have some I have a lot of radications,
I hate to say, and some of them have some
pretty good copage. So CEBE has just lost a lot
(07:17):
of money from this customer. And if you if you
consider you know, even ten customers doing that, they're they're
gonna start losing money.
Speaker 1 (07:27):
Now.
Speaker 2 (07:27):
I just looked up Union Pharmacy here. That's that's in Newton.
That's that's an interesting place.
Speaker 3 (07:34):
I may join you there nine Yeah, rating out five
and uh, I'll tell you it's just the uh pharmacists
are sharp there. The technicians go really overboard to help
you out.
Speaker 4 (07:52):
Uh.
Speaker 3 (07:53):
It's just uh, it's a very professional place. And you
know I know something about that industry store.
Speaker 2 (08:01):
Well, you are a pharmacist yourself. I know what I
know what you do for a living. I I told
the story last hour of being recently at a major
pharmacy which you know which which one I'm talking about here. Yeah,
and the pharmacist now they have at the counter where
they used to have service personnel. You now have to
(08:23):
enter your name and your birthday and all of this
sort of stuff. Uh. And then when you've done that,
you talk to the pharmacist, and the pharmacist comes down
and works as the service personnel before they go back
to be the pharmacist, which to me is crazy.
Speaker 3 (08:38):
Well, it is crazy. And I you know, I have
a lot of empathy for them, I really do. I
mean I couldn't do that, and and it sets it
sets them up for making an error again because it's
a distraction. Yes, absolutely, and so and by the way, uh,
your your thoughts on Toyota months sent me a text
(09:01):
yesterday with a picture of his o'damner camery three hundred
and forty nine thousand miles as of yesterday. Wow, good
for him, still running strong. And just one other one,
my dad's company. He started an industrial chemical distribution company
back forty years ago and it's a commodity industry dan uh.
(09:26):
And he was able to make make it a success
through the customer service. Excellent customer service. I mean the
products are buildings and grounds parks and recreations. Uh, they
have every chemical industrial chemical that you could you could
ask for for that and even today actually as of
(09:49):
last week, he's still at ninety years old providing his customers,
with his loyal customers with service. He hasn't drive my
you know, one of my siblings, uh drive for him,
but he's still doing it. My siblings. If you call
(10:10):
the that company, they pick up first ring, just like
Mass General. And that's what they that's what they do,
and they cross train so that it doesn't matter who
picks up the phone, they're likely to have the answer.
Speaker 2 (10:28):
So run them up on my brake. So I got
to run here. But thank you so much for calling.
I deeply appreciate it, and I know your background, and
I I thank you for that suggestion of the may
perhaps a new pharmacy.
Speaker 3 (10:42):
That's a good one, Dan, I it's been. It's this
was a great call. It was, it's a great show.
Thank you very much.
Speaker 2 (10:52):
My pleasure, my pleasure. I hope to get more folks
with stories, Thank you very much. Ron. So, yeah, if
you've been satisfied with customer service as Ron has it
and new company, share it with us, because it may
it may benefit other people. Uh. And if you've had
a bad experience and you want to talk about a
company with a bad experience, that's fine too. Six one, seven, two, five, four,
(11:13):
ten thirty six one seven, nine three one ten thirty.
We have allowed customer service in America. It used to
be the customer is always right. Now the customer is
always ignored. It's not the customer is wrong, it's the
customers ignored. That's the new policy of customer service in America.
We talked last hour with a mas Tanuma great book,
(11:34):
Hold the suffering economy of customer service and the revolt
that's long overdue. Join the revolt. Six one, seven, two, five, four,
ten thirty six one seven, nine three one ten thirty.
Let's commend and pass along. It's the same as restaurants.
If you go to a restaurant and you and you
treated well and the food is good, tell your friends
(11:56):
about it. If you go to a restaurant you treated
lowsey and the food is lousy, tell your friends about it.
That's it. We have to get back to word of mouth.
Get off the computers, talk to friends. I have wide
open lines here, which is really driving me. That's right now?
Six one seven, two, five, four ten thirty six one seven, nine,
three one, ten thirty. If you're really happy with the
(12:16):
way the world is going, then don't call. But we're
going to go to June in Providence, Rhode Island next
and I have some room for you at six one, seven, two, five,
four to ten thirty six one seven, nine three one
ten thirty. This is a very quick break down. Quickly,
we'll get you on coming back on night Side.
Speaker 1 (12:32):
Night Side with Dan Ray. I'MBZ Boston's news radio.
Speaker 2 (12:38):
You know, it's also interesting that a company can treat
you well twenty times, but the time they don't treat
you well is the time you'll remember. Let me go
next to June in Providence, Rhode Island. Hi, June. I
hope it's been a tough weekend for people in Providence,
Rhode Island, that is for sure.
Speaker 5 (12:57):
How are you doing okay?
Speaker 4 (13:01):
It was unfortunate that, you know, of all days, it
was just Seber thirteenth, and I'm a graduate of Providence
College and that was my senior year of college when
they had a dormitory fire. And I was also on
the thirteenth of December forty eight years ago.
Speaker 2 (13:17):
Wow. Wow, Yeah, so you know it was like a
double Well college had that problem also a week a
couple of weekends ago where oh yeah, seven students apparently
had been given some drugs which were problematic. Yeah, you know,
I mean or tried some drugs and thank god that
(13:40):
people had narcan and thank god that I guess all
of them survived, but hopefully vibe. Yeah, a little a
difficult lesson. So what's your your thought on customer service?
Is it a lost art in America?
Speaker 4 (13:53):
Well, you know, I was very pleased. Just about two
weeks ago I had bought my son and daughter in
Laura dishwasher. It was a year ago August. I had
gotten it through Costco. It was a kitchen aid and
it was given them some trouble, and I said, you know,
I think I bought I think it's under warranty. I
(14:15):
had knowing that the appliances don't last. Like years ago,
they never used to buy the extended warranties. But now
I'm like the eighty nine dollars or whatever it is
to extend it to five years, it's worth it.
Speaker 6 (14:28):
You know.
Speaker 2 (14:30):
That's what's called the American industry invented called planned obsolescence.
Speaker 4 (14:36):
Exactly so I had bought it it on the phone.
I was in Europe at the time, and I bought
it and we came home on the weekend and it
was delivered on the tuesday. So I called Costco and
I said, you know, I think I bought the extended warranty,
but I can't seem to find it in my email.
(14:56):
And they were very, very helpful, and then they turned
me over to another department at Costco. And at first
I thought, oh my god, I'm going to be on
the phone forever. This is never going to get resolved.
But that person helped me. And then they tried to
connect me to Whirlpool because I guess kitchen eight years
old by Whirlpool, and he couldn't get me through and
(15:20):
he said, you will get a call in twenty four
hours or an email, and I did and everything worked
out perfectly. They set up a time to come and
they stuck to it and it come to find out,
it was a pump motor that needed to be replaced,
and they did it right in the first visit.
Speaker 5 (15:42):
They didn't.
Speaker 2 (15:44):
You know, that's a plus for Costco. Then that's good
to hear that there is some company that provided positive
customer service. We got a deal. We got to change
the whole mindset of the companies in America have gone
to this. They don't think about four years or five years,
or ten years or twenty years. They think about, you know,
(16:06):
one the next quarter, what's the profit at the next quarter.
And that's just wrong because if you try to maximize
profit every corner, you're going to put yourself out of
business eventually. Yeah, in my opinion, and there's a lot
of companies that have put themselves out of business.
Speaker 5 (16:23):
Yeah, it's true, Jude, great.
Speaker 2 (16:25):
To hear your voice. Please keep your doors locked down there.
I do not understand why this this this thing is
lingering on so long. It's really troubling in my opinion.
Speaker 4 (16:36):
Well, I looked up, you know when they shot the
United Healthcare chem last year. Yeah, yeah, and I looked
up it took them. I think it's it was the
fourth that the man was shot, and they arrested the
young man on the night, so it was five days.
Speaker 2 (16:56):
Yeah. But I still think in my sense on this
one is that they they don't have much to go
on on this one. This my sense is that they're
they're asking for help, and normally I mean a year ago,
there were hundreds. They were overwhelmed with suggestions on Luigi Mangoni,
(17:19):
MANZIONI uh, and they had to weighe through all of this.
I don't I don't know they have much. And those
videos that they have released, I couldn't tell much from
those pictures. I mean, that guy, he should have drawn
attention and at some point I think, you know, someone
should have said, hey, what's that guy doing? He was
(17:40):
hanging around for hours there, So I.
Speaker 5 (17:41):
Don't know anyway, Thank you, thank you videos?
Speaker 4 (17:46):
Did I what they had enhanced videos? At five o'clock
I saw them.
Speaker 2 (17:51):
They weren't particularly enhanced. From now, when you see them,
you won't think much of them, trust me on that.
I got to run here because I'm up. Thanks June.
We'll talk Merry Christmas.
Speaker 4 (18:03):
Ye, thank you YouTube.
Speaker 2 (18:04):
By bye. Let me go to Karen. I'm going to
stay in Rhode Island with Karen. Hey, Karen, you're next night, sad.
Speaker 3 (18:09):
How are you good?
Speaker 4 (18:10):
Dan?
Speaker 7 (18:10):
How are you good?
Speaker 2 (18:11):
We're talking about lack of customer service.
Speaker 7 (18:15):
Well, I've had so many doozies that I don't remember
what they particularly were, to be honest with you, but
I was calling to say if you do, if somebody
does get good customer service, call it a supervisor. Talk
to a supervisor and tell the supervisor. I had an instance,
(18:39):
it's probably about five years ago. We had a transformed
blow down the street for the power and it was
supposed to be targeted according to the app like two hours,
fifteen minutes. They were here five minutes later. The power
was back the next The next day, I called the
(19:02):
electric company and I said, I don't know who to
talk to, but I just want to let you know
that I know you guys get criticized all the time,
and I just wanted to call and compliment you. And
the woman goes, oh my god, oh my god, oh
my god.
Speaker 3 (19:16):
I don't know what to do.
Speaker 7 (19:17):
I don't know what to do, and this has never
happened before.
Speaker 2 (19:21):
She's probably.
Speaker 4 (19:24):
I know.
Speaker 7 (19:24):
So she ended she ended up. She put me through
to somebody else and I talked to her and she said,
I'm going to let the the crew now. Is that okay?
And I said absolutely, That's why I'm willing. I get
called from work on my lunchtime. By the time I
got home, there was a message on the answer machine
(19:46):
from the supervisor of the local crew that called me
and said, you have no idea how much that meant my.
Speaker 2 (19:54):
Crew absolutely absolutely. I mean I couldn't agree with you more.
And I think that's a good example. But the problem
is that the major companies, the major companies, as as
my guests last hour showed, they don't care. They I
don't care at this point. It's like, you know, their
(20:15):
attitude is they'll treat us like sheep, and they might
lose two or three of us as customers, but the
money that they save in treating us like sheep far
our ways the loss of the two or three sheep
who do not act like sheep, people maybe like you
or me, who say I'm out of here, I'm going
(20:35):
to find a different Oh. Yeah, I mean, oh I bought,
and again I talk about Vovals. I bought probably five
or six Vovals in my life. I will never buy
another Voval.
Speaker 7 (20:46):
I mean, yeah, I can understand why I've heard your saga.
Speaker 2 (20:49):
Yeah, I mean, the service was horrible. It got progressively
worse over time, and I just came to the conclusion
that it is not it's living on it's passed. I mean,
it's like talking about some guy who the red SOX
might sign who hit fifty home runs or forty home
runs ten years ago and he hasn't played a ten
years if the game has passed and by I think
(21:12):
the game passed, Vovo bad and I know it's they're
going to make Vovo happy with me. But as simple
as that, I'm not not happy with them. So I
would suggest that more people should call us tonight and
let us know companies that have done a good job
like you did. What was the name of the electric company.
It's the Rhode Island Company.
Speaker 7 (21:31):
Yes, well, now it's Rhode Island Power.
Speaker 2 (21:34):
Okay, fine, that's okay, yep.
Speaker 7 (21:35):
RD Island Power yep.
Speaker 2 (21:37):
And what was it called when you were satisfied with
the respect?
Speaker 7 (21:41):
RD Island Energy?
Speaker 2 (21:42):
Are right? Okay, So we gotta we got to cover it.
Thanks Karen. I got you in before the newscast, but
I got to run for the news.
Speaker 7 (21:48):
Thanks you all right, Thanks Dan, thank you very much.
Speaker 2 (21:51):
We got Harold and hanover. He's going to be next
John in New York. Maggie and Stoneham got some room
for you at six one, seven, two, five, four ten
thirty and six one seven, nine three thirty. Coming right
back on Nightside.
Speaker 1 (22:04):
You're on night Side with Dan Ray on wb Boston's
news radio.
Speaker 2 (22:09):
Back to the phones we go. We're gonna go next
to Harold and hanover Harold next to Nightside.
Speaker 5 (22:13):
Welcome, Welcome Dan.
Speaker 4 (22:17):
Hi.
Speaker 5 (22:18):
I got a lot of things through bring up because
as I waited online, some new comments just generate new
ideas and go right ahead. I can't go right ahead.
First of all, I'm also a vall ball lover, and
I'm sorry you're not anymore. And I've been I understand
what happened with the Chinese sego, and in fact, I'm
(22:39):
in the market for I'm just saying, well, then I
don't have a car right now, but I need a
car and looking for a US Volvoll maybe like a
twenty ten to twenty fifteen, which apparently are still good
up until about twenty fifteen and then they turn bad.
Speaker 2 (22:56):
But I get yeah, I have a twenty thirteen cross
Country which I like. But I also felt yeah, but
I also felt that the the service at the dealerships
that I dealt with, particularly the ones in Boston, just
went down the tubes about twenty twenty oh five or so.
(23:17):
It just it just went from bad to worse.
Speaker 5 (23:20):
Yeah, I think that's true. What I like, we're talking
about all customer service everywhere, just about every you know,
phase of everything. Did you ever go to Dallas, Zo,
Lobo and Denham when you were in Denham?
Speaker 2 (23:34):
Never did never did well. I never lived in Dedham,
but I never did well.
Speaker 5 (23:38):
I thought you did well and grew up right just
next to Dedham. Okay, yeah, do you remember Dalla's out
very small Bobbo dealership on Route one because I worked
there a couple of years and at that time they
went on business. But it was a good, you know,
honest kind of place, a good place to work, and
(24:02):
not what's going on nowadays. Then my second comments were
not quite on their customer service, but on the incredible violence.
Speaker 2 (24:11):
Uh.
Speaker 5 (24:11):
I just want to agree with your good friend Hari
that it does happen in bunches and the latest was
just yesterday the MIT professor.
Speaker 2 (24:21):
Yeah, that's that's in Brookline, which is not a community
that normally has problems like that. We probably will talk
about that.
Speaker 3 (24:33):
I have.
Speaker 2 (24:34):
I have held off talking about that tonight because I
don't know enough about it, and I'm also discoveraged from
what's going on in Rhode Island. It seems to me,
like the authorities down there have nothing. They really are
releasing videotape, which I mean, yeah, yeah, I mean.
Speaker 5 (24:56):
I think, you know, I hate to be cynical, but
I am that. I think they posted this new supposed
to be really good surveillance or whatever it is, just
to keep the people calm. They really had. I think
they had nothing. It was just kind of they made
some stocky guys at this point.
Speaker 2 (25:14):
Well, the guy clearly didn't look in great shape. But uh,
the fact that he's been hanging around in that neighborhood
for hours before the shooting, you would think that someone
might have noticed him and uh and.
Speaker 5 (25:28):
And maybe nowadays video of some camera, you know, the
cameras everywhere.
Speaker 2 (25:32):
I mean, the instinct is he was hanging on in
a residential area, and you would think that someone might
have called the police and said, hey, there's this guy. Uh,
he's he's got a mask.
Speaker 5 (25:43):
You know, he was carrying a rifle in a pull
queue bag or something. Who the hell knows, Well.
Speaker 2 (25:52):
What I'm saying, it starts with always calling the police department,
The police go over, check the guy out. Maybe the
two lives would have been saved. I don't know, absolutely
you know, maybe we'll find out that this guy was
just a crazy person who decided to walk into but
he waited a long time. Again, I don't want to
get off customer service Herald and maybe tomorrow night we'll
(26:14):
talk about it more in conjunction with with Brookline and
I just I just it troubles.
Speaker 5 (26:23):
It's been overwhelming. It's so depressing and scary, and you know,
the customer service up front and I made a few
comments CBS uh used to be good. I'm a disabled
person to I use the pharmacy a lot. Used to
be going to call and actually get a right direct
call to the pharmacy and actually be able to sometimes
(26:45):
speak to the actual pharmacist. You had a problem with
your meds, you know, no longer now go through You
have to get to the bot and then convinced of
that you really need to talk to someone, and the
best you can do is leave a message and they
will they will allegedly maybe are you back.
Speaker 2 (27:06):
Yeah, I have to think that that they do it
to make you talk to a box, which you know
the chat boxes, chat with the chat box, and it's like, yeah,
they're annoying.
Speaker 5 (27:21):
I just don't want to mind you're like audio mind
you know, minds are annoying, the audio version.
Speaker 2 (27:30):
I gotta keep rolling here, buddy. Good to talk to
you and you'll be well and we'll talk soon. Okay,
thank you, I.
Speaker 5 (27:35):
Got another stop. Catch you next time.
Speaker 2 (27:37):
Thank you, absolutely, thank you much. We did five minutes.
More than happy to spend some time with you. Maggie
is in Stone and Maggie you're next time, night side.
Speaker 8 (27:44):
Welcome, Hi, thank you for having And this topic is
way too close to home right now. I'm frustrated.
Speaker 2 (27:54):
I'm sorry to hear that. Go ahead.
Speaker 8 (27:57):
There's a lot of good out there, but this one's
got me. So we all know how logarithms worth. If
you look at something you didn't get inundated with the advertising.
And there's one out there that's very popular. It's I
think his name's doctor Gundry, talks all about it's gut
health and he's got all these great products are going
to help you, blah blah blah. Anyway, so I went
ahead and I ordered one and it arrived, and then
(28:18):
shortly thereafter I got almost triple that, and I'm like,
what the heck? So anyway, so I called the company
and immediately they've got almost six hundred dollars in my
credit card. I'm like, well, oh, I thought it was
about one hundred and ten. And I spoke to this
very nice person who looked into it. She goes, oh, wait, yeah, no,
that was a mistake. Yeah, oh so sorry, and I
(28:40):
said great. You know what, I just was like, I
just want to send it all back. And they say, oh,
money back guarantee, no questions asked, whatever. So she's like okay,
And then I said, but I want to send it back,
but can you send me like a prepaid envelope or
a stick or whatever. And she goes, well, we don't
really do that. And I said, but you guys made
a mistake and sent me triple like this is ridiculous,
(29:00):
because let me look into it. We'll get back to you.
Speaker 6 (29:03):
Of course they.
Speaker 8 (29:03):
Didn't, so then I called back. I have now called
them at least four or five times again. I've got
almost six hundred bucks on my credit card and they're like, no,
you have to pay the ship it back and they
put it these glass bottles and the shipping I just
went to the post office to have it. Wait, it's
almost thirty dollars and it's just frustrating.
Speaker 2 (29:22):
And we're like, what is the name of this company again.
Speaker 8 (29:25):
Doctor Gundry, And he's he does a lot of online.
Speaker 2 (29:31):
Advertising, doctor, and it's g U N d R Y.
Speaker 5 (29:34):
I believe, so yes, and well you deal with it.
Speaker 2 (29:38):
I don't. So I'm just guessing. When you say doctor Gundry,
I'm trying to I'm trying.
Speaker 8 (29:42):
To, Well, he's not. I mean, he's a big it's
a big online presence. I mean, clearly he's not. I
think he was some sort of a I don't know,
cardiologist or something. He talks about all this gut health,
cleaning your gut you can wait.
Speaker 2 (29:56):
Yeah, there's a lot of stuff like that. But what
I'm saying is that big giving you if they made
the mistake and they're giving you the hard time. That's
not right at all.
Speaker 8 (30:06):
I mean, I mean, if you have an advice one
of your caller says, I have literally called them now
five times. I was like, nope, you just have to
send it back. I'm like, so now I have to
pay almost thirty dollars to send back product. And I said,
how about if I take the product out of these
heavy glass bottles and just put them in a padded envelope.
They're like, no, we need the bottles. And then coincidentally,
(30:28):
I'm going to be traveling close to where they're headquartered,
and I said, great, could I just bring it in
and drop it off. I'm going to be about five
miles from there in about two weeks. No, no, that's
not an option.
Speaker 2 (30:38):
I'm like, where are these where's this company located?
Speaker 8 (30:44):
Chatsworth, California.
Speaker 2 (30:46):
Wow, boy, this sounds to me that I'm almost going
to look it up here just for the fun. Well,
I don't know. I mean you, I asked you to
spell it.
Speaker 8 (31:01):
I believe it Wendy or why. If I wasn't driving,
I would double check it. But I'm pretty sure that's it.
And it's just so, I'm like, you have six hundred
of my dollars tied up right now, and they're like, well,
we'll give you thirty percent off if you keep it.
I'm like, I want nothing to do with you or
your company at this point.
Speaker 2 (31:20):
There is a gunry, there's a company here, but I'm
not sure of it.
Speaker 8 (31:24):
So keeping the country or something like that.
Speaker 2 (31:29):
Whatever. Yeah, I don't want to talk about a company
that I'm not sure of, but keep me posted and
you call back and let me know, call them up
and tell them me to talk to a radio station
and that you'd like to be able to have a
happy ending that you can that you can brag on them.
I mean, it sounds to me like they're giving you
a hard time here unnecessarily.
Speaker 8 (31:49):
Yet the last person, who is the supervisor, because you know,
I mean, customer service people are very they sound polite,
but I'm like, can I just talk to your supervisor?
And she said, and I said, how can you tell
me that I need to pay to sendence back when
there was a mistake internally. She's like, well, that's not
necessarily how well, no, I don't think it was. And
I'm like, well the other person confirmed that. And she said,
(32:10):
I've worked here five years and never once have we
ever sent a single customer a prepaid postage. You have
to pay and that's his outset. She's like, that's our policy.
I go, but your policy to send someone triple is wrong.
I mean to say that, then they keep me.
Speaker 2 (32:28):
Do me a favorite, Maggie, keep me, keep me posted.
You hit hit on it tonight and say to them
g I talked with a radio talk show host last
night and wants to give you a chance to do
the right thing here. I don't understand it, and you
know what, why you have to be put through this?
It seems to me like you tried to make an effort.
(32:49):
So keep me posted. I'm up on my break and.
Speaker 8 (32:54):
Have a good night, Happy holidays you good night.
Speaker 2 (32:58):
Take a quick break, come right back on Night Side.
Speaker 1 (33:01):
It's nice Eye with Dan Ray, Boston's news radio.
Speaker 2 (33:06):
Okay, we got a possibility. We'll get two callers here.
We got a couple more opening six one, ten thirty
six seven. John is in New York. John, how are
you tonight? Welcome back?
Speaker 6 (33:21):
Yes, thank you very much. Uh, I'm filling your request
for a call. You know you said the lines with
open earlier, so here I am. I always obey. I
always obey your request when I'm driving down the road here,
and you know I'll call you if I have nothing
to say. But anyhow, I'm wanted to say that I
had an experience yesterday. It was a service company that
(33:45):
does your heating systems.
Speaker 2 (33:46):
Right.
Speaker 6 (33:46):
I have a boiler in my basement and the guy
was really good. When you call the place, it's a
new place that I'm using, you know, to start out
with and uh the name of the company, It's family
Dan and that's the an. Your name was the Z
at the end. And they're in Albany on Pearl Street.
(34:07):
And I actually spoke to Todd DNS once a few
weeks ago, who was the owner of a company, after
haring his personal radio commercial on the local big station
here iHeart radio station. Right, so very nice. I mean,
it's really great.
Speaker 5 (34:23):
The guy did a good job.
Speaker 6 (34:25):
It's something I used to do myself, but I just
called somebody in. Plus he has the instruments for tuning
up to think so you know your oil efficiency and
the heat and is.
Speaker 2 (34:34):
All yeah, I think. I think that's a smart thing
to do. And you know, again, I'm sure that his
company works within a shirt number. Hope. No one's running
off the road there. I'm sure he's hard.
Speaker 6 (34:49):
Did you hear the horn I did?
Speaker 2 (34:51):
Was that you or was that the other guy?
Speaker 5 (34:54):
No?
Speaker 6 (34:54):
That was me, a big deer just running rioting for
us in front of me, about twenty feet in front
of me, and I had a slow down a bloato
on who off like a jet. Yeah. Well, in February
I hit one of my cars still an auto body
shop getting fixed.
Speaker 2 (35:09):
They can take out a car, that's for sure. Know
what I was saying was, that's a company out of Albany.
I'm sure that they only work within a you know,
twenty or a thirty mile radius, so there's probably a
lot of.
Speaker 6 (35:21):
People want right, yeah, who were listening forty five miles away?
I was surprised when I talked to the on the todd.
I told him, Hey, I'm forty five miles away, you know,
to the west of you. There's nobody in that city
wants to come out here, like you're just saying it right.
He said, Oh, I got a guy in the you know,
in the local area, about ten miles away from you
that can take care of that. Okay, good, send them over,
(35:43):
you know what I mean. Yeah, And everybody when you
call them, they're self polite. The girls on the phone.
If you call them and someone's not available, they send
the message to them and they call you back within
a very reasonable short time. It's just amazing. And this
guy has like one hundred employees work for them.
Speaker 2 (36:01):
Well, that's going to be a successful company if it
isn't already, that's for sure.
Speaker 6 (36:06):
And I know I'm how do you your house I'm
gonna go just I'm gonna get off real quick. How
do you heat your home?
Speaker 2 (36:14):
What are you using? We're electric and uh and gas
primarily it's electric though that that heats the house forced
hot air as an older, older home. You know, many
years ago, I had oil or you know, you fill
(36:38):
the oil tank, and all of that oil was good
back in the day. Then the prices went up a
little bit. But the problem is you pretty much are
constrained by what you what your option is. I mean,
if you buy a house that has two hundred seventy
five gallon oil tank or whatever, you're not going to
pull the tack out and do all of that. So yeah, right,
(37:02):
it can be expensive no matter what way you go, John,
It's as simple as that.
Speaker 4 (37:07):
Yeah.
Speaker 6 (37:07):
I know, well, I've I found out that pro pain
I would have to use I don't have street gas, right,
and to use that to heat my house would be
no cheaper than what I have now. So it's you know,
very good.
Speaker 2 (37:21):
But I have what do you use? Now? What do
you use now?
Speaker 6 (37:25):
Number two? Fuel oil?
Speaker 3 (37:26):
It's an oil burner.
Speaker 2 (37:27):
It to boil it. Okay, that's good.
Speaker 6 (37:30):
Yeah, And it has baseboard heat, you know, and Oh,
it's that kind of system you have. I have free
zones in the house. The heat is so uniform in
all the rooms. You know, your forced high air system.
Some of them have a tendency to have draft the
areas in the house.
Speaker 2 (37:45):
You probably have that. Ex We're in an older home.
It was built in eighteen eighty six. So yeah, there's
a few. Hey, John, I thank you very much.
Speaker 6 (37:56):
Yes, have a good right, have a good one.
Speaker 2 (37:59):
Deer out for those deer.
Speaker 6 (38:00):
Oh man, they're roll over the place.
Speaker 3 (38:03):
Okay.
Speaker 6 (38:03):
See by now, I.
Speaker 2 (38:04):
Think it's mating season in New York. We had a
couple of callings that dropped off the line, so you
should have hung on, had a little bit more patience.
I will finish up tonight by telling you that tomorrow night,
I guess President Trump will address the nation. Who knows
what we'll have to say, but we're gonna carry it
live at nine o'clock. And then on Thursday night at
(38:27):
nine o'clock, we will talk with author William Martin. He
has written some wonderful historical novels, historical fiction, I guess,
but it's always rooted back Bay Cape Cod, the Lincoln Letter,
and he's just a great guy, and we will have him.
Here's a new new book. What his latest book is
(38:50):
called December forty one, and it talks about since this
is December of twenty five, we will talk about what
it was like to live in this country the month
after Pearl Harbor had been bombed and we had gone
into World War Two. Those of us who live today
sometimes we think that that the problems that we face
(39:11):
are the worst. No, I think this country has faced
and survived worse times than now, So we will be okay.
I do hope. I just want to say that the
Providence Police Department, of the Rhode Island State Police, and
the FBI can figure this crime out. At this point,
this guy has had plenty of time. He could be
out of Providence, he could be out of Rhode Island,
(39:33):
out of New England, he could be out of the country.
At this point. Maybe they they'll find him and maybe
they will bring him to justice. Horrific crime. You would
think that there would be some leads that the people
who were in that room with it. Why did he
pick that room, Why did he pick that group? Was
(39:53):
there someone in the room that he had a beef with?
Was there a former girlfriend who had broken up. There
has to be a reason people don't. I guess people
can walk in off the street, but most of the
time there's a reason. Even in the case of Brian Walsh,
which we talked about last night, there was a reason.
(40:15):
You know, crazy reasons and crazy actions. But we'll find
out what happened to the MIT professor who was murdered
in a very nice neighborhood in nearby brook Brookline. Just
it's crazy to think that's what's going on. Anyway, We're
(40:36):
done for the night. I want to thank everyone who listened.
I want to thank all who called. I hope more
of you will have the courage to participate in these
conversations because we try to do a different show every night.
We try to come up with different topics. And when
someone writes me a note that tells me they didn't
listen and they're upset we didn't talk about a subject
(40:56):
that we talked about, it's frustrating. Done for the night.
My name's Dan ray I want to thank Rob, I
want to thank Marita. All dogs, all cats, all pets
go to heaven. That's why Pal Charlie Rayes, who passed
fifteen years ago in February. That's where all your pets
are who have passed. They loved you when you loved them.
I do believe you'll see them again. We'll see tomorrow
night on Night Side at eight o'clock, and we'll have
(41:17):
President Trump addressing the nation at nine. In your comments afterwards.
Have a good time Wednesday, everybody,
Popular Podcasts
Stuff You Should Know
If you've ever wanted to know about champagne, satanism, the Stonewall Uprising, chaos theory, LSD, El Nino, true crime and Rosa Parks, then look no further. Josh and Chuck have you covered.
Dateline NBC
Current and classic episodes, featuring compelling true-crime mysteries, powerful documentaries and in-depth investigations. Follow now to get the latest episodes of Dateline NBC completely free, or subscribe to Dateline Premium for ad-free listening and exclusive bonus content: DatelinePremium.com
Betrayal: Weekly
Betrayal Weekly is back for a brand new season. Every Thursday, Betrayal Weekly shares first-hand accounts of broken trust, shocking deceptions, and the trail of destruction they leave behind. Hosted by Andrea Gunning, this weekly ongoing series digs into real-life stories of betrayal and the aftermath. From stories of double lives to dark discoveries, these are cautionary tales and accounts of resilience against all odds. From the producers of the critically acclaimed Betrayal series, Betrayal Weekly drops new episodes every Thursday. Please join our Substack for additional exclusive content, curated book recommendations and community discussions. Sign up FREE by clicking this link Beyond Betrayal Substack. Join our community dedicated to truth, resilience and healing. Your voice matters! Be a part of our Betrayal journey on Substack. And make sure to check out Seasons 1-4 of Betrayal, along with Betrayal Weekly Season 1.