Don’t give up.

Posted by random olio

Over the weekend, Chris and I were in LA. We rented a car, and after driving it for an hour or so, we realized it sounded horrible. It was a 2013 Prius, and was making the most annoying rattling noise. Knowing that we had an hour + drive ahead of us later that night, we both felt we needed to get a different car to ensure that we were not stranded with a broken down car late at night. (Not my idea of a good time).

First we called the closest Hertz location. No answer. We called the 800 number for Hertz Roadside Assistance. They said we would have to go back to the LAX location where we rented the car. Not an option, we would have sat in LA traffic both ways and never would have made it to our dinner plans. We drove to the Hertz location listed as closest (the one that did not answer the phone). It was not at the specified address. An hour has now passed.

We called Roadside Assistance again, and were transferred to another area within Hertz and got hung up on. We called another location in the vicinity, and they said they had no cars and that we should go back to LAX or call the Hertz 800 number. We called the 800 number, they said they would transfer us to the Venice Hertz. The man who answered that phone call said he would call a few different locations, took my number, and said he would call back. He never called back. We called Roadside Assistance again, and they said they would transfer us to Customer Care. We were disconnected.

By this time, I was livid, frustrated, and quite a bit nasty with Hertz. During my final call to Roadside Assistance, the agent tells me there is nothing they can do for me, the only people who can help me is the LAX location, but that I would need to go there to have them swap out cars. They let me know that Hertz Roadside Assistance can do nothing for all the frustration, hang-ups, my only resolution is at the LAX location (they supposedly have cars). By this time we are in Sherman Oaks, and a few hours have passed.

I call the LAX location at least 10 times, and each time I get a voicemail. I do not want to leave a voicemail, because who knows when anyone will return it. The agent tells me they cannot help me, after I get very irritated with her, and ask her what she would want done if she was in my situation, she agrees, but says she can no do anything to help me. I firmly ask to speak with her manager, (who I find out is Fred). Fred and I will spend the next few hours trading phone calls and voicemails. Hertz must not teach or empower their managers to think for themselves. He tells me there is nothing he can do for us, the only thing we can do is drive back to LAX and trade out for a new car. I knew that was not going to happen. So we had to decide to push further with Hertz, or give up all the hours we already wasted in our day and just drive north with the potential that our car will break down.

I am not one to give up. I press on. I tell him I am in Sherman Oaks, and will be for the next few hours. Could he find a location near me that can bring us a new car? He finds one at Burbank and tells me I have to drive there. I tell him that is not going to happen. We have plans and I have already wasted 5 hours of my afternoon being hung up on and trying to deal with his company. The least they could do is bring a car to us. He finds a Nissan Altima and says a tow truck will come to meet us, but it will be a few hours. I ask what he is going to do with my rental rate after giving us a car that was not 100%, having such horrible help and customer service issues, and that I lost half my day due to Hertz. He said there was nothing he could do. Eventually he says he will pay for our gas when we returned the Altima.

Ha. Our gas. Part of the reason for renting the Prius in California was the miles we were going to drive. I knew we would not have to pay much for gas, so his comping our gas was nothing. I asked him if he could comp a day, since we did not get to do all we wanted due to the car. He said he could not do that, but would comp me the gas. After I yell at him, and he yells at me, I hand the phone off to Chris. I am livid and sweating, and not going to give up. I used to be in customer service and I am appalled that someone who manages an entire Hertz location does not have the authority to fix these types of issues.

In the end, Chris told them if he did not fix this, and make it right, that I would end up taking it up the line at Hertz (and yes, I will be writing them a letter, and will be happy to share this blog post with them). He mentioned that I have a blog, and I will be sure to make my experience known so that others do not have a similar situation in the future. Fred said, “well we do not want that, let me call my manager.” He called us back and offered a day off our rental and to pay for our gas. In the end:

Hertz delivered the car to us in Sherman Oaks.
It was another Prius… new, with only 1,300 miles.
Our gas was only $10.17 to fill it back up… we paid for it.
We got one day comped on our rental.

Customer service representatives should always ask for phone numbers and call customers back if they get disconnected. My health insurance provider does that, and I appreciate it. Companies should also empower customer service agents and managers to be able to offer their customers some type of compensation when issues arise.

I wanted to share this in hopes that others will not give up if in a similar situation. What do you think?

A little writing on the wall…

Posted by random olio

I am this quasi clean-cut girl. If you see me enough you will find that I usually wear black, white, and grey and then I have fun with accessories. I love me some unique, organic, and one-of-a-kind jewelry, bags, scarves. Having said all that I am trying to branch out and wear more color. Trying yes. My closet is still 95% black, white, and grey.

For all you guys out there, don’t close the window. Keep reading, I promise this blog is not about the color of my wardrobe. Really all this babble has more to do with graffiti. If you are Facebook friends with me, you will see that at the moment (and for many months since I am too lazy to change it) my cover photo is of Amsterdam graffiti. Whenever I travel I am always on the look out for two things: good cupcakes and graffiti. If you were to ask me how I felt about graffiti on a philosophical level I would tell you that tagging a building is unacceptable. If you were to ask what I think of graffiti in regards to art, I would say it is badass.

For my birthday this year, my sister got me (among other things) a book called: “Bay Area Graffiti” by Steve Rotman and Chris Brennan. Such a great gift, conversation piece, and coffee table book (or bathroom book depending on how you roll). On my recent trip to the Bay area I saw such great graffiti, they really make Portland graffiti look like kindergarten art.

These pictures I took were in San Francisco, where an alley was covered on both sides with graffiti. There was so much I could not decide which ones I wanted to capture. I was also not the only one in that alley, it was quite busy with different individuals who also found this alley of graffiti/artwork of interest. If you are ever in San Francisco, be sure to check out the Mission District. This particular alley was on Valencia around 21st.

#inspired

What excites you?

Posted by random olio

What excites you? What makes your lips turn into a huge smile, gives you excited flutters in your tummy, or makes you jump up and down with glee?

I remember a few years ago receiving a check in the middle of the year from the Oregon Department of Revenue. It was a good year for them and they made the decision to send refund checks for the amount they were in excess that year. When I opened the envelope and looked inside I started jumping up and down and yelling for Chris to come see. You might think based on that story that I get excited about money, and that was not the case, I was excited about the surprise of it. It was like winning a mini unexpected lottery. Who would not jump up and down?

What excites you might be the smallest thing. A few weeks ago, I was excited when I found a successful answer to a work project. It was a simple answer of switching the formula I was working on. I squealed out: “I did it!” Other times it might be a long weekend break where you are able to relax, sleep, and catch up on your life. Maybe it is hiking that mountain, crossing that finish line, or watching your child take their first step.

Whatever it is, your excitement is unique to you. The important thing is that you make sure there is excitement in your life. There needs to be days that you look within, assess, and jump for joy, whether in the large or small moments. I think I love roller coasters. I say “think” because it has been ten years since I have been to an amusement park. I am not sure I know what it is like anymore. If I am anything like my past ten years ago self, then I love the thrill of a fast-moving roller coaster. It is on my list to go to a roller coaster this year and see if they still excite me. What are you going to do this year that you have not done for a while, or ever before that excites you?

What excites you today?

I hope she is proud.

Posted by random olio

Another year has gone by and Sunday is, yet again, another Mother’s Day. I am still not yet a mother myself. Each year, I have a bit of nostalgia and a bit of numbness for a day that comes each year. It has been 19 years since I have celebrated Mother’s Day with my mom. It is hard to believe that it has been almost two decades. How is that even possible? I struggle with the concept that I have spent more of my life without my mom then I ever spent with her in my life.

my mama

Has it made me independent? Hell yeah. Has it made me miss her? Hell yeah. I have often been asked by others: “What is the hardest part about losing a loved one?” Many think it is the days and weeks surrounding their passing. Yes, that part is hard. What is harder? The months later. For a child, it might be a future “bring mom to school” day. For a teenager, it might be going to prom and wishing their mom was there to see them off, or wishing their loved one was there to watch them receive their diploma. Whatever the situation, it can be incredibly hard months and often years later when the depths of pain and sadness rip you apart in ways you never expected.

I can tell you this from experience. The day before my wedding, Chris and I made the decision to get married — just the two of us on a beach in Hawaii. It felt so right for us to start this stage of our life together, just us saying our vows together. No fluff, no commitments to others, just two lives joining together. That day, before we got married, I got sad. I had no idea I would miss my mom so much. Just thinking about it almost ten years later I have tears streaming down my face. I wanted her to be able to watch me with pride join my life with Chris, and yet I had no idea her absence would be so hard for me until that moment when I was preparing for my special day.

Chris might have thought my oddness that day meant I was afraid of getting married and that I might back out of our wedding. Yet, I was not afraid of marrying Chris, I was just sad. I had no idea the absence of my mom would hit me so hard on such a happy time in my life. I do not remember if I missed my dad that day, only that my mom should have been there and watched me marry this wonderful man.

Happy Mother’s Day, mom. I hope you can see all that I have become in life and all that I have. I am a grateful daughter with so much to be thankful for every day. Life has not always been easy, but I have learned so much along the way. It has made me speak up, say what is on my mind (whether Chris likes it or not) and I think you would be proud.

Paper book or e-Reader?

Posted by random olio

I am torn. Or maybe you should call me old school. I like to read from the actual book. I have not been able to transport myself into the world of the eReader. The last time I checked my local library they did not have that many options available for eReaders. Call me cheap, but due to the high volume of books I read each year, I cannot justify purchasing every book that I read. Thus, I continue to kick it old school, and read from the paper copy itself. But, I still keep going back and forth, paper book or eReader? Should I convert?

my current library books

There have definitely been times when I have opened up a library book and been grossed out. Dead bugs, human or pet hair, food crumbs, and other stains. Yet, what I appreciate about the nasty grossness left from the previous borrower is that the book was loved, enjoyed and used. Someone might have been snuggling with their dog, in their favorite chair while reading the book. Another just made an amazing meal and could not put down their book, wine, and cheese. Whatever the situation, there is a history and a past to each book, and I am a part of that history.

I do often think how handy it would be to have each book on the iPad. Whenever I travel I think about the many books I try to stuff into my suitcase at the last minute. Or when I am out waiting for someone I tend to bring a book along, but maybe I should just bring my iPad. Not to mention the many, many trips we make to the library each month (whether to pick up or return library books). I am often looking at a computer screen all day and have less desire to snuggle up with that novel using another mobile device.

So my dilemma still stands. What are the pros and cons of letting of switching to an eReader? For those of you that have made the leap, what made you do it? Are you glad you have gone to the other side? Do you miss anything about picking up a book?

Please share I am curious what you think!