Tag Archive: customer service

Nov 17

WTF, Ymobile?

Picture 9I changed carriers at the beginning of the summer, moving from DoCoMo to Ymobile. I had been planning on stretching out my phone for another year, but it was on its last legs of usefulness. And then, Ymobile was having a promotion and I happened to stumble across it. Even after paying 30,000 yen for a new phone (a Nexus 6—I fucking love it) and ~16,000 yen to get released from my auto-renewed DoCoMo contract, I calculated that I’d save 99,000 yen or so over the next two years. Good deal.

One of the things that came with the deal: 3 data-only uSIM cards that I could request and use. I got the first one back in August and gave my old phone to my mother-in-law with the SIM in it so that she could use LINE (her phone doesn’t have internet). Last week, I decided to get the other two uSIMs I’m entitled to so that I don’t need to do it in a pinch later. My mother is visiting early next year, and it would be nice for her to have a working device. Also, my backup phone needs a SIM.

So, I went to the local Ymobile shop on Friday, since I was out in that area. One thing that’s nice about Ymobile is that I don’t have to take a number and wait 90 minutes to see someone like I did with DoCoMo. The downside is that the clerks are less knowledgeable about anything beyond their most basic offerings, so doing something like getting my uSIMs can take longer than it should. There is also no one in the shop for them to escalate questions to.

After some initial confusion, my clerk walked me through the registration process for the SIMs, and I signed for them on the screen of his tablet. He hit the submit button and… rejected. Weird, since I’d already done this process a few months ago for the first uSIM. He excused himself for a moment to pick up a flip-phone and call someone. He managed to get someone on the line, spoke for a couple of minutes and hung up.

Apparently, they wouldn’t tell him why I couldn’t have my cards. Not couldn’t mind you. Wouldn’t. At least that’s my interpretation of it. The wording he used was, roughly translated, something like: “They won’t teach me, so I can’t teach you why you can’t have them.” (The Japanese word for teach is frequently used in the context of telling information. For instance, people “teach” their phone numbers to each other. So that particular wording isn’t as weird as it looks.) But he used “おしえません” (“didn’t teach”) as opposed to something ending with “できません” or some variation thereof (can’t do), and he did it repeatedly. My Japanese is not great so I checked by confirming: “You can’t tell me because they didn’t tell you.” and he agreed. Well, I could be wrong. The upshot in either case: I couldn’t get my SIMs and no one would tell me why.

Worse, the clerks couldn’t even tell me what my next step should be. I asked if I could come back in three days, and maybe they’d have it sorted by then. “Not likely,” was the answer I got. One of the other clerks pointed out a couple of times that maybe I should switch to AU or another company that had more support for foreigners. I pointed out that a) changing providers would cost me money, since I had a contract with Ymobile, and b) I have already paid for the uSIM cards, and their own material (right there on the desk; I was pointing to it) entitled me to those uSIMS. I asked if they had a supervisor, department head, or other boss we could escalate the matter to. Apparently, the only point of contact they had was the number my clerk had already called.

Then the other clerk suggested I come back in December. I asked why that would change things, and they couldn’t answer me. I also pointed out again that these SIMs were paid for (and were sitting right in front of me) and while I was willing to wait a couple of days for them to figure something out, waiting two weeks for something I paid for five months ago was a bit ridiculous. Throughout all this, I was as polite as possible. Aware that I’m not very good at hiding my irritation, I made a point of apologizing to the clerks and explaining that I was wasn’t annoyed with them, but with the system that allowed something like this to happen.

So, in the end, after spending 90+ minutes in the shop, I had to leave empty handed.

Next course of action is to phone the customer service line… or rather get someone to help me call the customer service line, since my Japanese falls completely to pieces on the phone (especially since I can’t easily use the phone to look up words I don’t understand while I’m talking on it).

Still happy with my phone, but seriously annoyed with Ymobile’s ridiculous customer service.

May 12

Adobe is Pissing Me Off

TL;DR – A profanity-laden screed dedicated to Adobe, the company that makes software we all have to use even thought we’d all use something else if there were any decent alternatives because they are a bunch of bastard anal warts.

Adobe, get your shit together.

I’m a buyer of Lightroom, and I recently decided it was time to upgrade and take advantages of some of the new features, particularly those related to video. I like the way Lightroom’s catalog works, but version 4 handles video like crap. 6 is reportedly much better.

So I go on Adobe site to buy Lightroom. I want the standalone version because I don’t want to “rent” the app via Creative Cloud. I want a version that will work even if I stop paying (for instance, if Adobe raises their subscription prices to more than I can afford). Luckily, there is a standalone version of Lightroom (you’re out of luck if you want Illustrator or Photoshop, though). However the website does its damndest to keep you from buying it. Go there via Google, and you land on a page that sings the virtues of Lightroom but will only allow you to buy the Creative Cloud version (bundled with Photoshop CC).

For fuck’s sake.

I eventually find the motherfucker on a page called “All Products”. I configure the version that I want (English, Upgrade version) and hit “add to cart”. The webpage takes me to the cart, gives me the total in USD, and invites me to hit the check out button. I hit the checkout button and am slapped with the message that I can’t purchase this because my account is registered to another country and I should log in with an account registered in the country the site is in (presumably the U.S.) It then proceeds to automatically log me out (after I click the only option on the page: “OKAY”).

I sign back in with my account. Okay, I thought I was on the international site, but fine. I find a page that lets me switch to the Japanese site. Which is, of course, entirely in Japanese. Which is understandable, but why force me to shop there? The southeast Asia region is in English. Surely the sites can’t be that different. Anyway, with the help of Google Translate, I locate the product page in Japanese and set it up there. Of course, it’s more expensive that the U.S. version, but oh well.

I get to the credit card screen and pop in my Credit Card details. Unlike the US site and the Canadian site, Paypal is not an option. I want to use my Canadian credit card because I recently bought a plane tickets on my Japanese one because I didn’t have quite enough money in my Canadian account to cover them. Everything goes through fine. (At this point, I could have torrented the software three or four times over, but the ordeal doesn’t end here.) After an hour or two of not getting my download link (Lightroom 6 doesn’t have a downloadable demo version—only Lightroom CC does), I get antsy and check my account page. Of course, I need to change the website region to an English-speaking country in order to get a clear picture of what’s going on. The order is “bring processed”. There is a notification that the order might take up to 24 hours to process. Grrr.

36 hours later, I check back in. Order is still being processed. Fuck this, I’m going to contact support. The three options are a phone number (not for my region, and outside of support hours anyway), a live chat session, and the Adobe forums. Fuck the Adobe forums. They are full of community mods/fanboys (called MVPs) who basically shit down the neck of anyone who suggests that Adobe may have done anything wrong.

Example:

Q. Lightroom is mangling Canon camera RAW files on import. Other files are fine.

MVP. It’s your hardware.

Q. I’ve tested it on several combinations of hardware, including different PCs, different cables, different card readers, etc.

MVP. It’s your hardware.

Q. I’m pretty sure at this point it’s not my hardware. I can copy these files all day long using other methods and they’re fine. They don’t corrupt until I use Lightroom to move them.

MVP. What don’t you understand? Adobe is perfect, therefore, it’s your hardware. Try changing USB cables.

Q. WTF?

There are dozens of threads on this particular subject alone that basically end up like this. Another common refrain is

Q. I think [product X] should have [Y feature] that [competing product Z] has.

MVP. If you need that feature, you are obviously not a professional in your field.

Q. I am a professional, and the industry is heading this way because of [good reasons].

MVP. You need to buy [consumer grade piece of shit product]. Adobe [product X] is only for professionals.

So yeah, fuck the Adobe forums.

So I try to open a chat window. Here is what it says:

Chat
24 hours a day, 7 days a week
Chat is currently closed

WTF?

After several days, I finally get an email from Adobe saying that the order can’t be processed because of a problem with my credit card. I realize that I was never asked for the credit card address, and they probably just applied my Japanese address, which is why it failed. Annoying that, while partly my fault, this took nearly four days to figure out. Annoying too that I can’t use a credit card in my name that doesn’t match the address on my account. I can understand why, on one hand, but on the other hand, Amazon doesn’t have this problem, so what the fuck gives, Adobe? Especially since there is no alternative source to buy the upgrade version of your software.

Also, your shitty forums and chat support.