We just want to return this equipment

Over the weekend, I asked Andrew to pack up the Mediacom boxes and modem to return these to Mediacom. We had UPS boxes and the packing tape was on top of the fridge. Well, he did not tape up the boxes and take them to UPS, so on Monday, I went to tape these up and could not find the tape. How many times do I need to buy packing tape!

We got a much better deal with Qwest on the internet and we have Netflix so there is absolutely no reason to have Mediacom at this point. My contract was up and they did not have any deals to offer. Put it simply, they were wanting to charge 170/month for something we can get for 50. Easy enough decision.

Now, another thing to keep in mind is that we have been using Mediacom for several years and I was (emphasize "WAS") a stockholder in the company. I did make a nice profit off of the stock, I can say.

So, I called my friend, Nicole. She and I went to the QuikTrip for a beverage and packing tape. We decided to just take the equipment to Mediacom, against my better judgement. I argued with her that the place was located in Apache Junction. I never want to go there. Both of us have previous experiences with discrimination in that town. Her experience was at the Wal-Mart, mine was at a Taco Bell.

So, I tend to avoid going there.

Take into consideration the racial makeup of this city.
92.66% White
0.61% Black or African American
0.99% Native American
0.52% Asian
3.11% from other races, and 2.03% from two or more races. Hispanic or Latino of any race were 8.80% of the population.

Now, this town has a population of about 34k people and their median income for a family is 38k. That is pretty pathetic in terms of the rest of the state. Actually, that is pretty pathetic in any terms.

At any rate, we enter the Mediacom with the equipment in shipping boxes and the clerk states to us, "You ladies can start unpacking the boxes." I respond with, "No, that's your job. I already put these in the boxes."

Needless to say, there was no table and unpacking the equipment while standing in line could be a situation where something may fall. Beside, wasn't this her job! At least, that is what I thought.

She then asked me for identification and rudely asked me if I was Marcia and if this was my account. I could not believe how rude this woman was being. I said, "Now, if UPS brought this in, would you ask for identification? The name and address are on the box."

She said, "In order for me to issue you a receipt, I need to see id".

I could not believe I was being carded to return equipment. I hand her my id.

Then, she started shaking one box. "Is this box empty?" She continued to shake the box with the modem in it.

I responded, "Why would I bring an empty box!" I left out the word, Idiot, but that's really what I meant.

She then begins to unpack the equipment and all the equipment was working when I brought it in. There was one back of 1 remote control missing. At that point, she told us that I would need to pay 25 dollars for the "broken" remote. I state that that is not true and that as a customer, I can bring in a remote and get a new one in trade without paying 25 dollars. She states this is not true.

At this point, I say, "Well, then... just return the merchandise back to me and I will find the back of the remote and bring that back."

She stated that she could not do that, that the equipment was the property of Mediacom and it was on its way to the warehouse. It was sitting right there.
She stated, "You are disconnected."
I said, "Yes, at my request, I disconnected service."

I then ask if a supervisor can do a reverse the return so I can return the merchandise at a later date. In fact, I just did not want to deal with this woman. She was rude and belligerent to the point where I considered her to be borderline volatile.

She stated, "There is no supervisor here." She leaves and goes in the back with her phone. She returns after a minute.

She states, "this stuff is broken."
I said, "That is all working equipment, the remote works, only the back is missing."

I ask, "Can you call a supervisor?"
This is where things get weird.
She said, "I'm thinking about calling the police."

I look at her very strange. My friend and I exchange glances. What the hell?
I ask for a supervisor and you threaten to call the police?
For what?

I know, maybe because the missing back of the remote control could be considered Mediacom property. So, perhaps that would be theft? Please. What did we do to warrant a threat of police? Is asking to speak to a supervisor a crime?

Well, if you recall the statistics above, it is highly likely that this is a case of discrimination. I am half Asian, my friend is black. So, maybe, just maybe, considering the low miniority population, this white clerk felt she was in her right to call the police on the minorities.

At that point, I say to her, "Oh, ok, I'll just call corporate." I pull out my Droid and call corporate. This is when she helps the elderly white woman behind me who has, you guessed it... a broken remote.

She did not ID the woman. She did not ask for any account information but simply traded out the remote control!

Then, while I am waiting on corporate, she pulls out her ancient (what looks like a pay as you go) phone and calls someone. I think she was calling her supervisor.

So, I was telling corporate about the situation and how rude the clerk was being and that she was being belligerent. The corporate customer service person says, "She was nasty?" I said, "Yes". I explained how when I asked for a supervisor, she threatened to call the police. Meanwhile, the clerk is on her phone saying, "Can you hear this?"

At this point, I inform corporate that I believe this is a case of discrimination when the clerk states to her party on the phone, "Did you hear that? She's saying I am prejudice!"

Finally, I state to customer service, "Additionally, rather than communicate with the customer, she is on the phone with someone, saying 'Can you hear that'. That is how NASTY she is."

Then, we left the building and I continued to speak with corporate about how there is no accountability for this woman, how she is alone and there are no cameras, etc. Now, corporate was very responsive, but my concern was not about the 25 dollars. I said, "I make 35/hr, so I don't care abou the 25 dollar charge. It is the way this woman treated us and this situation."

My main concerns were the way she was treating us and the fact that she stated my equipment was broken, when in fact, it was not. The total value, according to Mediacom rates, for not returning running equipment was over $1000.

Well, I am sure that based on my usage, I can prove that the equipment was not broken or damaged. I have witnesses at home and my friend as well as my usage from the Mediacom company. On Demand movies were purchased just prior to the disconnection as well.

In fact, I can verify the boxes were working as the cable was not disconnected on the 21st as I requested but several weeks after.

So, if she were to "drop" something on the floor or if there is damage from her shaking the box, this is not something I did. Of course, it is something to be concerned about. The fact that there is noone supervising her and no cameras or accountabilty is a bit of a concern.

Her attitude towards myself and my friend was appalling. As a previous customer and previous stock holder, I am appalled and tempted to purchase more stock, simply to attend and speak at a stockholder's meeting regarding the lack of regard for customers and apparent lack of consideration regarding customer retention!

The installer from Mediacom was very nice. When I moved, the other installer was very pleasant. I have had some issues with their customer service being confused whether I needed to be home for service or not. They tried to work this out. One representative was very diligent in getting a glitch with On Demand working. These people are to be applauded.

Honestly, anyone with any sense can see that this woman in Apache Junction should be fired. In my professional opinion, she should not be working with the public, animals, or any living thing for that matter.

As a communications professor, I am truly stunned at the communication and lack thereof that occurred at the Mediacom location in Apache Junction. Of course, I need to consider the source. Another confusing issue is why the location of the Mediacom office is even in Apache Junction. Perhaps the rent is lower there? Why not place the location somewhere with a little more diversity?

As we were leaving the location, a tow truck arrived. We left but I am curious as to whether or not this clerk made a call to tow our vehicle while she was in the back. We shall never know. We were only there for about 15 minutes, so I do not imagine that a tow truck could possibly be called and arrived so quickly. However, you never know. Either way, it was strange day and strange exchange at the Mediacom. I guess I will see in a week whether she damaged any of the equipment I returned. The saga may continue!