your nation's capital

I completely lost the first draft of this post, which made me suicidal, or more accurately homicidal. Towards gmail. Yes, I know I confirmed I wanted to leave the page when I hit the back button and I know I shouldn’t be creating drafts in gmail, I know. So YES, technically MY FAULT but I’m only human and it was not at all UN-DO-EY, GMAIL.

The first draft was way, way better too. But this one has pictures.

Anyway, back where we left off, or rather back AT THE BEGINNING: Earlier this summer I had the opportunity to go to Washington, DC to attend a course and write an exam to become certified by an international software testing qualification board. My original post had some thoughts on the certification debate as well, but hell if I’m recreating THAT now too.

Grump grump grump.

I believe I started the original, spectacular post by saying that I jumped at the chance to attend the course, not just because I love learning, but because I also love to travel – like, anywhere.

I know DC is home to many historical sites and I’m a history nut, but as a Canadian, it never ranked very high on my list of places to visit, so I was a bit surprised that I ended up loving every minute I spent there.

I arrived in DC on a Saturday afternoon in June, grabbed a cab headed to my hotel, the lovely Hotel Lombardy on Pennsylvania Avenue.

This former apartment building has been converted to a lovely boutique hotel I can’t recommend enough. The historical details, the staff friendliness and even the old, extremely slow and noisy manually operated elevator were delightful.

hotel
Yes, I took pictures of the bathroom. I loved the all white look and want to decorate my next bathroom just like this. It felt so clean and fresh, and isn’t that how everyone wants to feel in the bathroom?

I had only slept a couple of hours the night before my flight and didn’t sleep on the plane at all, but it was only about 4:30 pm once I finished checking out my room. I felt like I should go explore, find something to eat, do *something*, but I was exhausted, overwhelmed and feeling a little homesick already. But then I realized I hadn’t adjusted the time on my laptop yet and hurray! 7:30 is a perfectly acceptable time to hunker down in my room, order room service, watch American TV and check out Hulu videos on-line (thanks American IP address!)

The next morning I got up bright and early and headed to the Metro station. After initially getting on the train going the wrong way (der), I ended up on back on track (literally) and sped off to Arlington National Cemetery, which is actually in Virginia, just across the Potomac from DC.

I hadn’t initially planned on going to Arlington, but my dad (who is the only person I know who has been to DC) recommended it, and I’m glad I listened to him (for once).

arlington
This picture has been used for an online map of DC and it’s surrounding areas. I’m PUBLISHED. I know I let them basically steal it for no fee, but I like seeing my name in lights as much as the next person.

After asking around a bit, and knowing the main sites I wanted to see at the cemetery (thanks again to my dad), I decided to buy a ticket for the hop-on/hop-off bus and I’m so glad I did. It was much hotter in DC than I’m used to in June and I hadn’t thought to bring sunscreen with me. I had applied some earlier but it pretty much melted off in the first five minutes spent in the muggy, muggy heat. Also, whoa, hilly.

One of the things I love about traveling is meeting new people and I met a great couple in the line for the bus. She was American and he originally from South Africa, and they were in DC celebrating the finalization of his American citizenship. I kept running into them all day, at different sites around DC, and as anyone who has had this happen will tell you, running into someone you know – however slightly – while traveling is like seeing a long-lost friend. I can’t remember their names (I should have written this sooner), but I do remember their faces and their story, which is now part of my story.

My first stop was JFK’s grave site. Jacquie is there with him now, and they are flanked by the two children they lost in infancy.

arlington - jfk
JFK Jr. is not there, but I understand he would have been eligible for burial there, had his family so chosen.

At the request of Jacquie, an eternal flame was placed on JFK’s grave and has burned all day every day since his burial (yes, hence “eternal”, shut up). I hate my brain sometimes, but as I stood there, wrapping myself in the surrounding history, thinking about JFK’s life and death; thinking of Jacquie and what she went through and remembering the pictures of little John John saluting his father in this very place, all I could hear in my head was “and is this BURNING an ETERNAL flaaame?” Shut up, brain.

Near JFK’s grave is RFK’s:

arlington - rfk

At the time, his was the only grave in Arlington marked with a single white cross, although I understand Ted Kennedy is now buried near his brothers and that his grave too is marked with a simple white cross.

After wandering around a bit more, I headed over to the amphitheater that houses the Tomb of the Unknowns, or the Tomb of the Unknown Soldier, as it is also known.

arlington

arlington - tomb of the unknowns

The tomb holds the remains of unknown soldiers from World Wars I and II and from the Korean War. It also once held the remains of an unknown from the Viet Nam war, although his remains were fairly recently identified through DNA testing and disinterred. While there are hundreds, if not thousands of unmarked graves in Arlington, mostly from the Civil War, this tomb is the symbolic resting place of all unidentified soldiers and is guarded 24 hours a day, 7 days a week, 365 days a year. The Changing of the Guard ceremony itself is very formal and militarily precise.

arlington - tomb of the unknowns

The guards and spectators take the ceremony very seriously and despite the crowd being over one hundred strong, you could have heard a pin drop. From Wikipedia:

It is considered one of the highest honors to serve as a ceremonial guard at the Tomb of the Unknowns. Less than 20% of all volunteers are accepted for training and of those only a fraction pass training to become full-fledged Tomb Guards. The sentinels do not wear rank insignia on their uniforms so that they do not outrank the Unknowns, whatever their rank may have been…

It was very moving and it’s in a spectacular location, I’ll never forget it.

arlington - tomb of the unknowns

OK. Time for a rant. There are signs everywhere in the cemetery reminding visitors not to sit on tombstones, not to run between graves, to be quiet and respectful of grave sites and mourners, and to turn off cell phones. WHO ARE THE PEOPLE WHO NEED THESE REMINDERS? It’s a CEMETERY, you shouldn’t need a reminder. Not only that, it’s your National cemetery – the final resting place of many who died fighting wars FOR YOU. So, kid. Yeah, you, teen aged kid who thought your text messages were more important than the Changing of the Guard ceremony at the Tomb of the Unknowns and yelled “WHAT?!” at your grandmother when she tried to grab your phone from you when it started chiming it’s hip-hop ringtone DURING the ceremony honoring people who DIED for YOU: I don’t care if you are only 13 or 14. I don’t care if you’re still a kid. FUCK YOU.

I’m Canadian, not American, but my feelings on this subject aren’t new and aren’t a result of infused American patriotism obtained while visiting such a patriotic place. My grandfather fought, and was injured, in WWII. I dated a man for many, many years who was (and still is) in the U.S. military. I grew up with a father who was a firefighter, which I know is not exactly the same, but is a profession where you chose to say “I will risk my life to save yours”. I may not support the wars world leaders choose for their soldiers to battle in and die for, but I have the utmost respect for soldiers (and firefighters) and absolutely no respect for anyone who disagrees with me on this subject. I usually try to respect other people’s opinions, but on this matter, there is no room for negotiation. In other words, suck it.

Anyways. Hi. What were we talking about?

I wandered around Arlington for a while longer, stopping in at Arlington House, which unfortunately was ungoing renovation, but from where amazing views of DC can be seen.

arlington
Note JFK’s grave at the bottom of the picture – I wasn’t on a tour, but when standing here I heard a tour guide say JFK visited Arlington shortly before his death, and upon seeing this view said “I could look at this view forever”, which was why this particular site was chosen for his grave. I’m not sure if this is true or not, but it certainly is a spectacular setting.

I decided to head back to DC and visit some of the memorials in the National Mall area. Checking out the Metro map, I noticed that none of the stops would put me really close to the Mall, so I walked from Virginia back to DC (sounds impressive, doesn’t it?) It was a longer, hotter and muggier walk than I anticipated, but I’m glad I walked as it gave me the opportunity to watch people enjoy the green spaces along the Potomac.

After I took a bit of a rest under a lovely big tree in a lovely green park, ate a horrendous sandwich and had a bird shit on me, I walked over to the Lincoln Memorial, where my camera batteries died.

lincoln memorial

By the time I got back to my hotel, I was absolutely exhausted from the heat and many hours of walking and I had to start studying for my course, so I packed it in for the day. I did go back down to the Mall the next night, and visited the Smithsonian museums (plural) during my stay too. I’ll write more about those later.

I enjoyed my Sunday in DC and Virginia far, far more than I ever expected to. I saw natural beauty, touching memorials, and historic places. I stood in attendance at a ceremony honoring people I respect, I had the courage to explore new things on my own (which I often find intimidating) and I met wonderful people. I’m grateful to have had the chance.

Posted in travel | Tagged , , | 3 Comments

one day

Did I ever tell you I had an earlier blog? No? Hmm, really, I can’t think of why. But I did, it was short lived and secret and it was when I was going through the separation that led to my divorce and I was kind of a mess. Hey don’t you wish you could have read all about that?

I am always, always thinking about writing again. I never stick with it and I’m not sure why. I write at work, all day, every day so there’s that. I’m also told you should write about things you are passionate about, right? So, I should start a cheap wine blog? A pizza blog? AN AMERICA’S NEXT TOP MODEL BLOG? (I’m kidding about one of those).

I started thinking the other day about the writing I did in the past and I wondering if I could remember the password associated with the account or even the email address I had at the time. Turns out I’m an awesome geek and I’d saved the info and last night I went and poked my head into, well, my own head all those years ago and ohgodwow.

I wonder if people question how things fell apart for us so quickly. Before it happened to me I questioned how two people could go from “let’s promise to be together all forever-like” to “I hate you so much DIE ALREADY” in just a few months. I stopped wondering pretty quick.

I forget myself how bad it was. What I put up with was ridiculous and humiliating and killed a part of me.

Some people don’t understand how damaging it is, how the horribly hurtful things said and done to you by someone you love makes it harder, not easier to leave. It damages you and when you’re damaged you hate yourself. You hate yourself for putting up with it, for not being able to stop it, for failing to be the person he wants you to be, and for being the person he tells you you are. Your self-esteem is shattered, daily, and with no self-esteem, you do not have the courage to leave. Until one day you do.

Posted in not good things | Leave a comment

the end of the Rogers saga

Previously:

Yes, that’s about where I left off.

So. I spoke to someone in the president’s office on Tuesday night and he said he was actively looking into the matter and would call me back the next night. I (very calmly, I may add), reiterated my concerns with their customer service:

  • I was given misinformation about the best way to place an order
  • Their e-care system allowed me to order a back-ordered item without any indication (or follow up) that there would be a delay
  • They screwed up canceling the port request on the e-care order
  • I had to speak to multiple people to find someone who could correct the port request issue
  • I was given misinformation about when I could expect to receive my refund
  • Their phone system assumed I was a Pay As You Go customer, making it hard to reach the right department
  • Their phone system repeatedly cut me off
  • They passed me around to multiple customer service reps, none of whom could help
  • No one could find any evidence of the e-care order or its cancellation
  • The fact that I had an e-care order prior to being a customer Blew.Their.Damn.Minds
  • It took over 45 minutes to ultimately be told “umm, can’t help you. sorry.”
  • Their customer contact page bombed out when I tried to contact them through their site
  • The responses I received in reply to my emails were devoid of any useful information
  • Their customer service staff had a complete lack of understanding regarding the implications of me taking my complaints to Facebook and Twitter
  • Their own staff is unaware of the @RogersHelps Twitter account
  • Their system failed to keep a complete record of their dealings with me, which led to their accounts receivable department demanding payment from me while the credit owing to me was still in dispute

He agreed that the things I experienced were neither appropriate nor in line with the kind of customer service Rogers wants to provide its customers.  He acknowledged there is a need for work to be done on some of their “back-end” processes, especially surrounding e-care, and he told me he’d call back the next day.

Early Wednesday morning , Miranda at @RogersHelps sent me a message on Twitter, asking if the matter had been resolved.  I let her know I was expecting to hear back sometime during the day, and I did – that evening I received a voicemail leting me know that they would know the “timeline” for when I could expect my refund by Friday.  Not super impressive, but a step in the right direction.

Miranda continued to follow up with me on Twitter and on Thursday afternoon, I received a final call from the president’s office – he said the refund had been processed the night before, (on Wednesday, September 23) and I should expect to see it on my credit card statement within a few business days (it showed up on Saturday – only two or three days after it was eventually processed). He apologized for the experiences I had with Rogers, especially given that I am a brand new customer.

Additionally, in order to somewhat compensate me for the significant amount of time I spent trying to resolve this matter, and for the frustration and roadblocks I faced along the way, my first month’s bill has been written off. That and the acknowledgment they had, indeed, dorked me around was enough to satisfy me and bring this matter to a close.

Am I terrified I may have to contact customer service in the future? Yeah, a bit. But I’m hopeful Rogers is trying to reach out to their customers in new ways, including Twitter, and I know they have at least one awesome customer service rep, Miranda at @RogersHelps.  I am positive that without Miranda’s help I would still be trying to storm Rogers’ customer service brick wall with email and phone calls and swear words.

Finally, I need to emphasize that this matterwas ultimately resolved using Twitter, and I’m delighted it was – but I have another post brewing in my head about that.

Posted in get off my lawn, good things | Tagged , , , | 3 Comments

credit

Yes! Story to come…

credit

Posted in get off my lawn, good things | Tagged , , | 1 Comment

rogers helps?

Imagine my surprise this morning when I checked Twitter saw a tweet directed to me from @RogersHelps:

@purplelara Hi, I’m with the RogersHelps team. We try to assist customers online.  Is there something I can help with? ^mm

Obviously, given the length of my posts below, being succinct isn’t one of my strong suits, so I wasn’t entirely sure how to reply in under 140 characters, so I directed her back to my blog.  In the meantime, she (^mm is apparently their rep, Miranda) followed me on Twitter so we could DM each other and sent this message:

@purplelara Can you DM the # associated with your account? I’d like to try and help. ^mm

I DM’d my account number and e-care order number and received another message:

@purplelara Thanks for the info. I’m looking into this for you. ^mm

Now this is very interesting. In all the (lengthy) email correspondence I had with Rogers, they repeatedly told me  Twitter was not an acceptable means of communicating with them – and I tried to make clear to them how misguided I thought that was.

And yet, the quickest, most helpful communication I’ve had from Rogers in the last month or so was via Twitter.

It appears that Rogers does in fact monitor their Twitter activity and has a team in place to follow up on tweets from frustrated customers – a quick look at the @RogersHelps Twitter page shows the majority of their tweets are directed to other Twitter users who mention Rogers.

Encouraging.  Somewhat.  I had been tweeting about Rogers for a few days before I heard from them, but in their defense (I’m not trying to be unfair here), I mentioned the @RogersWireless account and not @RogersHelps. In my defense, I had no idea the @RogersHelps account existed.  I searched for RogersWireless in Twitter and assumed @RogersWireless was a main Rogers Twitter presence, but it seems I was wrong.

So, while I applaud Rogers for having a team monitoring Twitter and addressing customers through that medium, I’ll remain critical of their commitment to new ways to connect with their customers until they actually make  their Twitter presence known to their customers AND their own customer service reps.

Nowhere on Rogers.com (that I could find, and again, if it’s not accessible, it’s not effective) is there any mention that “RogersHelps” customers on Twitter. Searching “Rogers Twitter” on Google won’t find it for you, and their very own customer service reps not only are unaware of it, they actively discouraged me from using Twitter as a means to communicate with them, telling me “we are not allowed to visit Face book [sic] and Twitter while we are at work.”

So, is Twitter an effective way to communicate with businesses?  Miranda forwarded my concerns (whether she tracked down my emails or simply forwarded the contents of my tweets and blog link, I’m not sure) to someone in the office of the President of Rogers Wireless, who called me tonight.

The story is not over yet, but I have now spoken to a live human being who had all my information at hand, who promised to call me back and (get this) GAVE ME HIS DIRECT LINE.

Hopefully I’ll be able to write the end of this story tomorrow. In the meantime, thank you Miranda.

Posted in get off my lawn | Tagged , , , , , | 2 Comments