Friday, January 29, 2010

The H&R Block Surprise

So remember when I posted that entry about our not-so-great H&R Block experience?

Well.

Last night the phone rang. Tom answered. Then he brought the phone over to me.

I figured it was a telemarketer. For some reason Tom thinks that he can just pass the phone onto me whenever one calls us. He claims it’s because he doesn’t know how to talk to them even though I’ve explained that all you have to do is say, “Not interested. Thank you.”

I motioned with my hands that I didn’t want the phone. I was in the middle of watching The Deep End and was trying to follow the plot.

“It’s H&R Block,” Tom said, dropping the phone in my lap.

I figured that it was someone wanting to do a survey about our experience. And I was all prepared to tell them truthfully about our experience because you should be honest in order for a company to get better, right?

I answered the phone and the man on the end introduced himself and then said, “Your blog has been noted.”

Huh? What?

It took me a few seconds to understand. I paused the show.

“Hey,” Tom complained from the couch. I find it amusing that he always makes fun of the shows I watch, yet he seems to always get into them. He won’t admit it though.

“I want to apologize for your experience,” the man continued.

I kept thinking, “Holy crap, people other than my family read my blog.” I mean, duh, obviously people other than family read it because of the comments I get. But still. You never quite think that people give a crud on what you have to write.

The man was incredibly nice. He kept apologizing and saying that our experience should not have gone like that. That people should have acted more professional and that we shouldn’t have been turned away from the first office we went to, that the woman who told us that we were at the wrong H&R Block should have said that she could fit us in there.

Do you know what else he said? That he’d send us a check for the amount we paid H&R Block (you might remember me typing TWO HUNDRED AND THIRTY DOLLARS a lot in the H&R Block entry.) He also said he’d send us a coupon to get our taxes done for free next year with H&R Block.

“We’d love if you gave us another chance,” the guy said.

So I agreed. I have to say, that I am now impressed with H&R Block. They went above and beyond to make things right. And no, they didn’t even ask me to write this. I decided I would because I appreciate the fact that someone called me, wanting to make things better.

After I hung up I told Tom what all happened.

He was surprised, but his opinion on H&R Block also changed.

“Just…watch what you write about,” Tom warned. “If you rant about my job, I could get in trouble.”

I smiled. “I don’t really rant about the Air Force. I mainly rant about you.”

Tom stuck his tongue out. “Gee, thanks. And you have ranted about the Air Force before. Remember when you threw a fit when you thought we’d be moving to Montana?

I thought back to the tears I shed, the angry blog post I had written. “That’s because the Air Force was sending us from one crappy base to another. That wasn’t fair. So long as they keep their end of the bargain, which is giving you a base from your Dream Sheet since you’re going to Korea for a year, the Air Force and I are cool.” I even crossed my fingers to show how tight the Air Force and I would be if they sent us to Texas. Or Ohio.

Tom shot me a Look. “Seriously though. Mind what you say. Promise?”

Now I slipped my crossed fingers behind my back so he couldn’t see. “I promise.”

64 comments:

  1. Wow that's awesome that they found your blog AND made the situation right. That says a lot for them to reach out like that.

    Just stopping by from SITS.

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  2. That pretty much restores my faith in the corporate structure. That is, once the check clears!

    But you're so right-- they did go out of their way to correct their screw-up, and even to offer you free services for next year. I give 'em props for that! You go, girl!

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  3. Wow! H&R just went up in my estimation. We did them years ago and haven't been back. So glad they made it right for you, cause $230 was way too much money, not counting the bad experience.

    I love the power of blogging. :D

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  4. yet another example of the internet doing some amazing stuff...first Dooce and her Maytag explosion, now this.

    Woot, I am SO going to complain if I ever get crappy service...of course, no one reads MY blog so it will possibly be a waste of typing energy

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  5. how in the world did they find your blog?????

    Glad you got your money back, butthat just goes to show you that it's high way robery what they charge!!!!!

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  6. Just goes to show, there are NO secrets in the world...

    I'm happy to hear you got something for your crappy experience.

    Oh, and just for proof that someone else DOES read your stuff: I have highlighted you in my latest blog post ;)

    http://rogoclan.blogspot.com/2010/01/feeling-bad.html

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  7. WHY DOES THIS NEVER HAPPEN TO ME?!!?!?!?!?!!?

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  8. Wow, pretty impressive! But how did they track you down?? That's kinda creepy.

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  9. YOOO-HOOO!

    go you... good deal!

    have a great wkend!

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  10. How cool is that! :)

    I want a job like that H&R dude that does nothing but look for blogs talking about "my" company for PR purposes. I'm sure he's a real boost to our economy... not.

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  11. Seriously, that's pretty awesome! Kinda makes your day when something like that happens.

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  12. Wow, I'm impressed. Now I'm wondering what companies I can complain about in my blog and get money out of. Hee hee

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  13. What do they say? If you are unhappy you tell 10 people (which you told many more than that) and if you receive good customer service you only tell one person. I am so disappointed in customer service lately. Might just have to write a post on it in the near future. Good for you for standing up for yourself! You go girl!

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  14. I guess the number of times you wrote "H&R Block" in your blog made it one of the top return results on Google. Beware the power of the blog!

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  15. thats great and I am glad you wrote about the follow up. It does make a difference.

    go bloggers.

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  16. The Power of Blogging! That bumps up H&R block in my book too. We had a bad experience with them years ago when Hubby was in teh Army, but back then blogging wasn't even a twinkle in anyone's eye.

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  17. Wow, what a blogging power you/we have!
    Interesting and amazing!

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  18. Holy Moley!! That is impressive. All this time I was trying to figure out WHY they would make you pay $230. I *think* they only charge us $25 to do our taxes here. BUT, if I am right... please don't change anything (this is for the HR Block guy, in case he is reading your comments too)

    I do think it is fantastic and ingenuous what this guy did for you. Definitely a boost for H&R Block right there.

    And since when have your followers doubled in number?! Last time I checked, you had like 300 followers!

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  19. Tee hee hee! Those husbands... they just have no idea what they've gotten themselves into! :)

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  20. And how the heck did did he track you down?

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  21. Wow, that's fantastic! I once tweeted that I'd seen roaches twice outside Wildflower Bread company, and then was shocked to have the CEO contact me to assure me they were handling the situation. It does drive home, though, to be careful what you say online - you never know who will see what you're saying.

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  22. For some reason, this post made me feel like my blog is a virtual way for someone to see me in my underwear. Never would have thought that what was said online could have such an impact. Glad they made it right though!

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  23. Good for H&R Block. It makes me wonder whether anyone at my workplace Googles just to see what folks are saying.... Oh wait, Google itself has a service that you can subscribe to (free) that notifies you when your name (or any phrase you're interested in) shows up on the Internet. I've used it for my book and my big volunteer project.

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  24. That seems a little scary and definitely makes me think twice about my online presence. But we also had a bad experience with H&R Block when they charged us more than expected. We hadn't gone back simply because of that and the cost.

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  25. Wouldn't you just hate to be the dude that has to wander Blogland looking for H&R Block references, lol

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  26. Ah the power of blogging! :) I'm glad they're fixing their screw up for you.

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  27. What an amazing story! How influential do you feel right now??! And kudos to H&R Block for realizing the need to correct the mistake and get themselves some good PR! I'm not suprised they found you. Even when people think they're anonymous, it's pretty easy to find out who you are on the internet. Which is scary if someone's stalking you, but all good if someone wants to give you money! Lol.

    ♥Spot

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  28. Does H&R Block have people who just sit around all day and stalk blogs - that's crazy! Awesome though! Maybe I should go there and write a bad post about them so I can get my taxes done for free! And Tom should be thankful that what you wrote about got 2 years doing your taxes for free! Sweet!

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  29. Power of the electronic pen. Good for you superstar..making things happen.

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  30. That is some bitchin' customer service.

    And hey, before your husband complains about your blogging content, wave your reimbursement check in his face and see how he feels about it.

    P.S. Ohio would be highly preferable to Montana. Yikes.

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  31. Man! That's a turn for the books... literally!

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  32. OMGosh! That is s COOL! It really makes me want to rant about some crappy service I've gotten and see if they make it right! =)
    (Not H&R Block, other companies.)

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  33. Wow! That is awesome! I am glad things worked out!

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  34. Wow - that's like when Dooce complains - she gets new appliances and stuff! You know you've officially "arrived" as a blogger now. :)Awesome!

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  35. That's so funny! I can't believe that they called you. And, coincidence, we are stationed in Ohio at wpafb. I always have to watch my complaining with the air force too, especially with all the crap they are putting us through right now.

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  36. Wow- people power. That's quite unnerving though- he actually hunted you down. Have you thought about ranting abour Gymboree? Maybe someone there wants to give you some Gymbucks. Worth a try. ;P

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  37. Ahahaaha, you're so sneaky! But that really is cool that H&R Block made it right for you!

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  38. Hey!! Maybe if I complain, my hairdresser will call and make it right! Um, probably not.

    I've so put the crossed fingers behind my back when being warned about what I write. Heh Heh Heh

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  39. Annnnndddd there you go! The blog has paid itself off. Done and done. Whenever I make any money on my blog or review something really appropriate for our family, my husband gets all excited. Like, more excited than I AM. Over a book. Or cute tights. Love that man.

    I'm off to complain about a company right now. Let's see what I get!

    JUST KIDDING. Gawd. As if...

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  40. Oh my gosh, that is just about the coolest thing ever! I always hope companies are going to come across my blog when they google their own name. Hasn't happened yet, but one day. :)

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  41. That is AWESOME, but really impressive too! HOW did they come across that particular post, I wonder? But I'm so happy that they did want to make it right by you and have you give them another chance and especially since they offered to let you get your taxes done for free next year. :o)

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  42. fingers crossed...haha :)

    That was a smart move on H&R Block's part, definitely. It's amazing how companies can track down posts that mention them. "Big Brother" is watching. ugh! So glad you got your money back though.

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  43. 'The power of the pen' and all that jazz. Glad they saw the error of their ways. The Air Force better consider themselves warned.

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  44. That's excellent. Even though I'm still big into H&R Block it helps you & that's awesome!

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  45. Power to the blog!

    That's awesome.

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  46. Well- as long as your fingers were crossed ...

    And I love our H&R Block lady at Sears. She fixed the bad office's return that had us owing money because they put a number in the wrong category. Wooo- that was close. Then she told us they owed us plus interest! WOW!
    I can hardly wait for this year to see what she can find for us!

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  47. Wow, I'm totally impressed! That just proves me to how worth-while blogging really can be.
    Thanks for stopping by my blog and commenting. Once I stopped by yours, I was hooked.

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  48. How cool of H&R Block! that's wonderful!

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  49. How cool is that? Glad they took care of it.

    Now...should I go off and write a post about our crappy oven? Because I totally need a new one!

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  50. I'm so glad that they contacted you to make amends for what happened.

    The same thing happened to me with Sears. I had a bad experience, blogged about it and they contacted me. However, they didn't give me anything, and ultimately, my washer didn't get fixed sooner, but I did have some senior case file manager call me a few times to make sure I wasn't posting anymore negative things about it. :)

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  51. Wow that is really great - I can't believe they took the time to contact you and apologise and make it up. Customer service is not dead...

    Kate xx
    http://secretofficeconfessions.blogspot.com

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  52. Well good for you hun! I however have ZERO RESPECT for them!! Too bad I didn't have a blog back then....the one and only time I didn't do my own taxes - huge, expensive mistake!!

    They are still in my "suck it" category!

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  53. Nice! Here's to the power of the blog! Maybe I should start doing my complaining online! I'm currently having a problem with a movie store...

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  54. Wow! Wouldn't you like to know how that all came down? I know I would but then, I'm nosy.
    Great they stepped up to the plate, though!

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  55. Wow, that was nice of H&R Block. I've never used them before but at least I know they are paying attention!!

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  56. Never in a million years would I have expected you to hear from H&R block. That's impressive.

    Yeah you!

    jj

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  57. wow, that worked out well huh? I hardly mention my husband on my blog, just to keep the peace!

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  58. On one hand - cool beans! for getting the fee reimbursed. On the other hand - how did they find out about the blog? I'm a little creeped out myself. I would have asked them. But then, don't look a gift horse in the mouth, right?

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  59. I ranted about DirectTV and they called me and said they read my blog, but offered no help at all! They were worthless so I still canceled them. I'm glad H&R block was better.

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  60. Freaking awesome! WrightPat here you come?

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  61. That was a smart move on H&R Block's part, definitely. It's amazing how companies can track down posts that mention them. "Big Brother" is watching. ugh! So glad you got your money back though. how to grow taller

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