Wintertime – service hibernation

It’s winter time. It has been cold for a while now and I can’t even remember warm, bright sunshine. Remember the days we were running around in shorts and tshirts? No? Me neither. In fauna it’s time for winter sleep and hibernation. Wikipedia says the following about hibernation:

Hibernation is a state of inactivity and metabolic depression in animals, characterized by lower body temperature, slower breathing, and lower metabolic rate. Hibernating animals conserve food, especially during winter when food supplies are limited, tapping energy reserves, body fat, at a slow rate. (…)
Hibernation may last several days or weeks depending on species, ambient temperature, and time of year, and fur on the animal’s body. The typical winter season for a hibernator is characterized by periods of hibernation interrupted by sporadic euthermic arousals wherein body temperature is restored to typical levels.”
(via wikipedia.org)

I wish I could join animals in hibernation right now. But besides gaining body fat by gathering food, I don’t have anything in common with those animals.

But I also gained some changes. In the last time I had some technical renewals. I have a new MacBook Pro, cancelled my contract with Alice DSL and switched to Kabel Deutschland. My blog is now hosted by All-Inkl.com and I must admit that was my best decision in a long time. I don’t know where else I get support within 2 minutes on a Saturday afternoon.

Lately I have been annoyed by some services. It started with my host, but I switched, so everything is good now. (That was also the reason why it was so quiet here on better taste than sorry.) Then there was Alice DSL. I came home one day and the router was out of order. After a 28 mins call (I needed to pay!), I learned that the hardware was blown. Alice tried to send me some new devices but since I was at work during the day, the parcel service GLS was not able to deliver it (They couldn’t give the package to my neighbor like any other parcel service). And they screwed up my work address, so I was not able to receive my package. Alice and GLS is the perfect couple to screw up. Alice send me an email with a letter attached (?) and asked me to call them. No way! I read on twitter that some friends of mine switched to Kabel Deutschland. So, I quit my contract right away and started a new one with Kabel Deutschland.

And I ordered a new monitor on amazon last saturday. At first it was alright, I was able to follow my package online and I saw that the package was already in Hamburg on Monday morning. But it never left the post storage in Hamburg, it was never delivered. It (DHL) sucks. I thought in times of Social Media the service of some providers would actually get better (because of more openness and exchange), but that’s not the case. Of course not every company’s service sucks. I contacted the seller on amazon and had a nice response after 30 mins, they told me that they contracted DHL and if I won’t receive the package until next Wednesday, they will send a new monitor, hopefully with a different parcel service. And All-Inkl is one of the best recommended services in the web. All of my friends are hosted there, and now I know why. It’s not a wonder, I switched to their service.

I could go on like this. For example I was looking for a car rental service in order to rent a car in Hamburg, drive to Düsseldorf and give it back there. I booked a payable car service online but the next day they called and asked if I need winter tires. Of course, I need winter tires, that is the law (since December 5th)! They added the winter tire service for a certain amount although it is legally bound to drive with winter tires. After another hour the same guy called and told me, they couldn’t offer a car with winter tires for a one way renting. Other services were way too expensive for one way rentings.

It is annoying, all I ask for is appropriate service, then I am even willing to pay more (as in case of my host). In my opinion companies should start offering good service, before they are going online, using twitter and facebook. By the way, those companies never responded on any channel, and only offering a charged hotline is outrageous. Sorry, I just needed to write it down, I guess some of you have similar experiences? Or even the other way? Have you been surprised by some good service?

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9 Comments

  • Sebastian

    Hej Markus! Welch’ schönes kurzes Update – und wie gut, dass du die Fotos noch verwenden konntest. Sollte ich etwa auch, wie Ralf ja schon lange anmahnt, den Provider wechseln? Klingt ja auch bei dir sehr eindrucksvoll, was die All-Inkl-Leute leisten…

    Schönen (Tatort–?) Sonntag noch!
    S.

  • bruecksen

    Yeah, all-inkl service rocks! I’m hosting there a couple of webpages since years now and i have to admit that it is worth every cent! good choice (:

    we are having some trouble with alice too. but unfortunately kabel deutschland is not available in our street.

  • Markus Reuter

    @Sebastian: Ja, erst mal den Tatort geguckt.
    Es macht Spass die Fotos wieder zu verwenden. All-Inkl ist echt unfassbar gut und schnell. Sie machen es sogar so, dass ich weiß, was ich machen muss. Chapeau!

    @bruecksen: Alice sucks. I am glad to move. (although the move will be over 01.02.2011) looking forward to it!

  • Paul

    Alice ist richtig ätzend grade bei mir. Ich kann meinen Vertrag nicht einfrieren, sondern er muss weiterlaufen. Aber was sollen wir mit zwei Internetleitungen usw.?

    Und Autovermietungen sind mir auch seit meinem Umzug suspekt. Ich weiß schon, warum ich keinen Führerschein habe. Jetzt muss ich nur noch vor Weihnachten irgendwie nach Hamburg kommen. Wahrscheinlich ist fliegen am billigsten…

  • Markus Reuter

    @Paul So was ist echt ätzend, Vertrag einfrieren gehört für mich auch zu gutem Service, zumindest heutzutage, wo es oft sein kann, dass man mal für n halbes Jahr ins Ausland geht oder so.

  • Sebastian

    … und die größte Frechheit ist ja tatsächlich ‘ne kostenpflichtige Hotline bei ‘nem Telekommunikationsdienstleister. In jedem Verlagshaus gibt es Zeitungen des jeweiligen Verlags zum Mitnehmen, in jeder Rösterei kann man den dort “hergestellten” Kaffee probieren – bei Alice zahlt man Hotlinegebühren. Für das Lösen von Problemen, die auf Alice’s Rechnung gehen, btw. Naja.

    Trotzdem ‘ne Kunst, aus so widrigen Umständen einen solchen Artikel zu zimmern. Chapeau zurück!

  • Markus Reuter

    Oh yeah, it started to get even better. My monitor didn’t arrive until today. So, I called AV Electronix to send me a new monitor. They told me, the monitor is currently sold out and they can’t send me a new one until…Samsung didn’t mention a new delivering date..
    Why? I am honestly asking WHY is it happening to me, all at once?

  • Timm

    Ja, standard. Ich könnte auch andauernd über Dienstleister ranten. Auch das Selbstverständnis manchen Einzelhandels lässt häufig zu wünschen übrig, also selbst da wo die Menschen einem gegenüber stehen und man generell mehr bezahlt als online.

    Ich frage mich bei solchen Servicefails immer: WIE können diese Unternehmen existieren, wenn sie an diesem Punkt so ignorant sind? Wäre ich irgendwo in einer führenden Position, könnte ich nicht damit leben, dass mein Unternehmen anderen Menschen Probleme bereitet, anstatt sie gegen Geld zu lösen ;-)

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Wintertime – service hibernation