OK, yes, I procrastinated, but not that bad.
Dateline: Tuesday Afternoon
On Tuesday afternoon I go to U-Haul's web site, and reserve myself a 17' truck for my upcoming move. I put in on the form that I will pick it up on Friday, 9/23, and will reserve it for 24 hours. I get a note back a short time later saying basically "reservations are not confirmations, you should hear back from us within 24 hours to confirm. If you don't hear from us, call our regional office and we'll sort it out."
Dateline: Wednesday Afternoon
I still haven't heard from U-Haul, so I call the regional office. They're closed. They open at 7. I'll call them tomorrow.
Dateline: Thursday 9:00 a.m.
I call the 800 # to the regional office. Give them my confirmation number. They pull up my reservation. Yup, there it is, pick up on Friday, for 24 hours. All I have to do is call the local pickup site to arrange what time.
Dateline: Thursday 10:00 a.m.
Call the local office. They can't find my reservation. He's having some computer problems. "Let me find the reservation and call you right back."
2:30 p.m.
Still no word from the U-Haul site, so I call them back.
Me: You were going to call me back about my truck reservation. How late can I come by to pick up the truck tomorrow night?
U-Haul Dweeb: Well, you have the truck reserved for tomorrow morning, you can pick it up at 7:30 in the morning, and bring it back in the afternoon.
Me: Ummmm, no. I reserved it for 24 hours, with the intent of picking it up tomorrow night, starting the loading process, and then having a group of people help with more stuff on Saturday, and bring it back to you when I'm done.
U-Haul Dweeb: We don't rent in-town trucks for 24 hours on weekends, we only have them for six hour time slots.
Me: Well, that's not what I reserved, I reserved 24.
U-Haul Dweeb: Who did you talk to?
Me: I didn't talk to anyone. I went to "uhaul-dot-com" and made a reservation there.
U-Haul Dweeb: Well, you have the truck from 7:30 tomorrow morning until tomorrow afternoon.
Me: Except, of course, that that time frame is completely useless to me, and not at all what I asked for or needed. Meanwhile, with roughly twenty-four hours to go, you've completely screwed me by leaving me in the lurch now with no truck when I actually do need it.
U-Haul Dweeb: On-line reservations aren't confirmations. Nothing was guaranteed.
Me: Did you call me within 24 hours like you were supposed to?
U-Haul Dweeb: Excuse me?
Me: The reservation. It said you, the local site, were going to call me within 24 hours to confirm. Did you call me at all yesterday, to perhaps tell me that you couldn't provide what I reserved?
U-Haul Dweeb: Sir, reservations aren't confirmations.
Me: Right, but if you had called me yesterday then I could have told you that what you had was completely useless to me, and I'd have had an entire extra day to line up a replacement truck. Instead, you're screwing me over in the eleventh hour.
U-Haul Dweeb: If you want to look at it like that, sir.
Me: How else could I look at it? Should I take it as a personal favor that you happen to have a truck at a time that's completely un-useful to me?
U-Haul Dweeb: If that's how you want to see it.
Me: What would you suggest that I do? I asked for something from you guys, nobody called me to tell me there was a problem, and I only find out about it because I'm literally chasing you down to get the info. I have people coming over Saturday to help me move, and I need a 17' truck. Exactly what should I do at this stage of the game? What is U-Haul going to do for their customer?
U-Haul Dweeb: There's nothing I can do for you, sir, other than give you the truck tomorrow morning. The only other possibility is to contact the Regional Traffic Office, they're the ones who put trucks where they're needed, perhaps they could do something.
Me: What's their number?
U-Haul Dweeb: ####
Me: *scribble scribble* Thanks.
*dial dial dial*
Regional Dude: U-Haul Regional Traffic.
Me: Yeah, I need to sort out what's going on with my reservation? (insert info here)
RD: OK, yeah, I see that you're scheduled for tomorrow pickup for 24 hours.
Me: Right, except that the truck that the local site is willing to give me is only available tomorrow morning for 6, not tomorrow evening for 24 like I asked for. It's pretty much useless.
RD: Yeah, I see that.
Me: So what am I supposed to do?
RD: Well, reservations aren't confirmations.
Me: Right, but here's the deal. I made this reservation on Tuesday... the site was supposed to contact me before the end of Wednesday, but never did. I called somewhere - I think this office - this morning just like I was supposed to, which told me to call the local site. I did that. They said they'd call me back. They didn't. I called them back a couple hours later at which point they completely blew me off. I think I've pretty much done everything a customer can be expected to do except jump backflips. Near as I can tell, the uhaul-dot-com web site dropped the ball by letting me reserve - and achieve a modicum of expectation for - a 24 hour period. The local site dropped the ball by not calling to confirm anything with me -- heck they didn't even SEE my reservation this morning.
RD: Well, you could try speaking to the site manager.
Me: I did. The guy I spoke to was the manager and he was completely non-sympathetic. In fact, almost a complete dick. Who does he report to?
RD: He reports to $NAME and $PHONE.
Me: Sweet. Thank you.
RD: There is one possibility. Maybe there's a chance that there would be some one-way equipment we could redirect into the right place. Can I put you on hold?
Me: Absolutely.
Hold... Hold... Hold... Hold... Five Minutes .. Hold .. Hold. ... Disconnect.
Me: dammit.
(As I'm doing this next call, I'm already instant-messaging D who is looking for local "guys with trucks" companies in the Woodstock Times, as well as surfing through Budget's web site and making a new reservation with them. They can apparently supply one for me. D has also located a "guy with truck" who is our fallback option. D has also floated the idea of "going renegade" ... just rent the truck tomorrow morning, return it hella late, and deal with the penalties).
*dial dial dial*
*hold*
Me: Yeah, so I was on-hold with someone who was trying to find a one-way truck to use to fill my 24-hour reservation request?
U-Haul Chick: One sec.
*hold*
U-Haul Chick: I can get you a truck, you'd have to pick it up in Poughkeepsie instead of Kingston, though.
Me: Would there be any free miles included with that rental?
U-Haul Chick: Free miles?
Me: You know, to account for the fact that you charge $1.39 a mile and that's about 40 additional miles round-trip?
U-Haul Chick: No, sir, you would be responsible for all miles.
Me: I couldn't just get you to relocate it to the Kingston location on your own dime and then I'd be responsible for everything just like I expected?
U-Haul Chick: No.
*click "Submit" on the Budget rent-a-truck rental reservation
Me: Let me call you right back?
U-Haul Chick: OK.
*dial dial dial*
BudgetGuy: Budget Truck Rental.
Me: I just made an online reservation and I wanted to confirm it?
BudgetGuy: I won't see that for an hour in my system here. What'd you ask for?
Me: 16' truck, pick up tomorrow night, keep it til Saturday night.
BudgetGuy: Yeah, I can do that. It might be tight if someone returns late, but I could just upgrade you to a bigger truck at the same charge, if that happened.
Me: Sweet. Thanks!!
BudgetGuy: No problem. See you tomorrow.
*Ring*
Me: This is Derek
CSR: Hi, this is Bubbles [or some other meaningless name] from U-Haul, calling you to confirm your reservation
Me: Are you fucking kidding me?
CSR: Sir?
Me: The only reason you're calling me to confirm is because I've been rocking the boat and that's finally kicked loose whatever hole my reservation fell into.
CSR: Ah, I see. Well, I have you down for 7:30 tomorrow morning until mid-afternoon.
Me: (deciding to have some fun) What if I return it late?
CSR: You can't return it late, it's going back out tomorrow night on a one-way to New Jersey.
Me: But, you know, speculate, if I was to come back late, what are the penalties?
CSR: You can't come back late. The truck is going elsewhere.
Me: If say I was to have a heart attack and didn't bring the truck back on time or something, what would the penalty be?
CSR: You have to bring the truck back on time.
Me: Right. You can go ahead and just cancel the entire reservation, because frankly you guys are pretty much useless.
CSR: Are you sure, sir?
Me: Yep. I've already reserved a new truck with a better company.
CSR: All set, sir. Have a great day.
Me: Blah.
*click*
So the lessons we learned: