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Nov 3, 2010

Apple Thinks I’m a Mom-Blogger Thief

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Last week I had a very pleasant surprise when I received an e-mail informing me that I was selected as a winner of an iPad from a drawing held at BlogWorld in Las Vegas. There was much celebrating in my house that night, for I’m never that lucky and especially not with a prize as big as an iPad.
A few days later, it arrived in the mail. I had already been reading up on features and apps I wanted to download, but I was waiting to see which model it was. I received the 16GB wifi model, which is a very nice product, but Aaron and I talked it over and decided that the 3G version of the device would be even more useful.

So yesterday I made the trip out to the Apple Store to upgrade my new precious to an even shinier model. I carried it into the store – still in the box it was mailed in – and took it up to the counter. I quickly met the eyes of an employee and put on my best smile to attract his attention. “Hi, I received this iPad as a prize when I went to a blog conference recently, and while I love it a lot, I’d really like to trade up to the 3G model.”

The man looked the box over carefully, reading the label, peeking inside to verify I did have an iPad in there and checking to see which model it was. “Oh, OK. Well, do you have the receipt for it?”

“Oh, I’m sorry, no. I received it as a prize. What you see here is all that came with it. But I can show you the e-mail they sent me.” I took out my iPhone and quickly pulled up the e-mail.

He looked closely at the screen. “Hmm…but it doesn’t have any receipt for purchase on it. Let me go find someone to help you with this.”

While he was away looking for a manager another store employee, who was standing there listening the entire time, took the iPad out of the shipping box and said he’d throw away the box for me.

The other employee came back with a manager, who told me without a receipt they couldn’t do an exchange. “We just don’t know where this iPad came from,” he explained, “It could have been purchased in a number of places, and we’re rather you return it to that place of purchase. A lot of our products are popular, and there’s a lot of theft, you know.”

I again explained that I received it as a prize and showed him the e-mail from the PR company who sent it to me, along with the shipping slip. I was confused at this point, and starting to feel like they thought I had stolen this iPad. “Your company makes the product. Why should it matter where it was bought? It’s still the same product. I don’t want any cash for it – I’m only asking to pay the extra money and upgrade to the 3G model.”

“Well, without the receipt, we can’t do anything for you here,” the manager responded. He then smiled and added, “But it’s a popular product, so you shouldn’t have any trouble unloading it some other way.”

Unloading it. Seriously? I hoped for a moment that maybe “unloading” was new hipster-speak for “finding a legitimate way to trade it in somewhere else” but quickly realized that they totally suspected me of stealing this iPad.

“I don’t want to sell it,” I insisted, “I want to USE it. But the 3G version would be more useful for me, so that’s why I’m trying to exchange it.”

“Well, we have to have some proof that the serial number on this model matches what was purchased. If you can produce a receipt with the serial number on it, then we can help you. Like I said, iPads are hot. I’m sure you won’t have any trouble unloading it.”

I was furious. I wasn’t angry about the exchange policy – if that’s their policy, fine. What I’m still angry about is the way I was treated. I don’t care how popular their products are – when I walk into their store, I expect to be treated with respect, not as an enemy.

From the moment I said I didn’t have a receipt, nothing else I said mattered to them. I was no longer a customer – I was a scammer. Forget the fact that I was planning to spend $130 to upgrade. Forget that I was likely to buy a case and other accessories to go with it. Even with an e-mail, a valid explanation and a shipping box showing where it came from, they couldn’t help me and could only suggest I turn to a reseller market to make a little cash off of it.

Oh, and about that shipping box: as soon as they made it clear they wouldn’t help me, I asked for the box back. The employee who originally helped me looked surprised as to why I wanted it back. “I’m not walking out of here holding an iPad box for all to see. It screams: ‘Mug me’ don’t you think?” They grudgingly found my box and gave it back to me. I packed everything back up and left.
When I got home, I took a closer look at the box. On the original label was the original sender’s address, which just happened to be Apple HQ. And there was an order number, which was a valid order number when I entered it on Apple’s website. Not to mention the iPad’s serial number was also on a sticker on the outside of the box. Yet the store employees refused to look for any evidence to back up my claim, and nearly threw out my proof.
I’ve experienced my share of bad customer service, but this trip to the Apple Store was one of the worst yet. I was made to feel ashamed, as if I was doing something illegal, just for wanting to exchange an unopened product for a more expensive one. It completely stripped away all of the excitement I had for the iPad.
I’m still unabashedly appreciative and grateful to the company who hosted the giveaway and randomly selected me as their winner. And I still hope to get the iPad upgraded to the 3G version somehow. With 3G, we can take it with us in the car or in other places that don’t have wifi, and I plan to load it up with apps for Cordy. There have been several apps designed for children with autism, and I’m hoping the iPad can be a tool for Cordy as well as a useful tool for me, too.
But I have absolutely no respect for Apple and their poor customer service at this point, and will tell my experience to anyone I meet.
I didn’t deserve to be treated like a thief.

Edited to add: After all that drama, it was suggested in the comments that I try Walmart. I took it to my local Walmart, and they let me exchange it with little hassle. I can’t believe I’m saying this, but Apple could stand to learn a few lessons in customer service from Walmart.

Filed Under: me me me, rant · Tagged:


Oct 25, 2010

Night Shift

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I am the voice of calm in the middle of the night for many new moms.

When they’re up at 3am with a crying, fussy baby, I’m awake, too. I wait for them to call me, with their questions like Is this normal? and What am I doing wrong? I can hear the frustration and worry in their voices.

I go through my standard series of questions for them, quizzing them as much as they quiz me. Once I feel like I’ve gathered enough information, I give my best educated opinion on the issue. If they need to see their pediatrician, I tell them that upfront. If the situation warrants it, I provide suggestions and tips they may not have thought of. When possible, I share my knowledge with them so that they may be better educated.

The truth is, rarely are they doing something wrong. If anything, these parents who call in the middle of the night are only proving to me that they are dedicated, loving parents, looking for answers to provide comfort to their infants as well as peace of mind for themselves. Babies don’t have instruction manuals, and I’ve yet to meet two infants who are exactly alike. Life with a baby is a series of trial and error, and while that doesn’t always mean making mistakes, it often means having to make several adjustments until the right routine is found. (Wait. I think that applies to life with a child at any age…)

I never talk down to them. I remember being a first-time mom, too, wondering if “colic” was really doctor-speak for “ineffective parent” as I tried anything to soothe my screaming child. Had you talked to me at 3am on one of those long nights as I held my daughter while bouncing on an exercise ball, you might have thought I was out of my mind. The advice I give now is 3 parts nurse, with 1 part experienced mom thrown in for good measure.

Even though I’m no longer in a clinical, hands-on practice, each new caller provides me with a patient, and I give them as much attention and care as I would for someone I was working with in person. I want them to feel confident in their parenting skills, and I genuinely want their infant to be content and healthy.

Some have been kind enough to call back and give me updates on their children, even occasionally thanking me for a tip I provided or a few reassuring words that helped them through the night. I remember those moments when I deal with a difficult parent who doesn’t like the advice I’m giving and instead takes their frustrations out on me.

I sometimes hate the hours I work. It’s hard to stay awake all night and sleep all day, only to turn my schedule around on my two days off so I can spend time with my family. I miss sleeping in the same bed – at the same time – with my husband. It’s not all bad, though. I enjoy the stillness of the night. I like the quiet office. And those middle-of-the-night calls, by weary, sleepless parents, are often some of the most rewarding.

I’m a phone triage night nurse, and if you need me at 3am, I’m here and ready to help.

(This post is totally at the request of nicurnmama, who insisted I write a little bit about my job, even if I can’t go into a lot of detail for privacy reasons.)

Filed Under: me me me, the J-O-B ·


Oct 5, 2010

Down but Not Out

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There are times when everything is going great in my life, and I can’t wait to write out all of the good here on my blog.

Then there are times when I’m frustrated, or something isn’t going the way I’d like, and I turn to this blog to vent or get advice.

And then there are times like the last two weeks, when life hands me a body blow – body blow – uppercut TKO and I’m left sprawled out on the mat faster than you can say Mike Tyson’s Punchout.

Right after Cordy’s birthday, my job went from your normal 8 hour job to a crazy mess. Overtime was strongly encouraged and soon I was only working – sometimes sleeping and sometimes eating – with the rest of my life simply put on hold. I was happy to help out in the situation, because we really needed everyone to give everything they had, but it quickly wore me down.

At the same time, Mira was also in the middle of a strange stomach virus. She had vomited the week before, then went a few days without eating much, then vomited three times in one night. Lather, rinse, and repeat the entire pattern two more times, and we’re left wondering what kind of virus can skip a few days and come back again. It also took away my chances at more sleep, meaning I’ve been extremely underslept for the past two weeks. One night was bad enough that I was sure I was hearing voices and hallucinating.

Then, just because a work crisis and a sick child weren’t enough, I developed the stomach virus as well, although mine was more of the single 48-hour variety. But in that 48 hours I purged everything from my digestive system and developed a strong aversion to food. It took several days for me to gain the ability to eat more than a few bites of food at a time, which was a shame considering my work was provided gorgeous meals for everyone working overtime that I couldn’t enjoy.

Add in a broken water heater, a three year old who cut her own hair on one side only, a headlight out on the car, and one aggressive school nurse threatening to pull Cordy out of school if we didn’t get her vaccinations updated ASAP, and I was starting to think it would be easier to stop trying to get up every time the karma bus ran me over and just lay there instead.

Everything else was in stasis for the week. We used any clothing we could find for the girls because I didn’t have time for laundry, other than laundry that involved puke. Pizza and fast food were regular meals for the family. I would often turn the TV on and nap on the couch when the girls got home from school. And I haven’t ran or exercised in any way since the March of Dimes 5K. Internet? Ha. I barely knew what was going on in the world.

There has been some good in the past two weeks, though. Seeing everyone at work pull together to get the job done has been inspiring. Aaron has a temp job – where I work, actually – helping out with all of the little extras that need done during this crisis. Cordy read every one of her birthday cards this year, impressing everyone with her previously hidden reading talents. And Mira…well…Mira only cut ONE side of her hair. You could call it a fashionable asymmetrical look.

What energy or personality I possessed was ruthlessly drained from me in the past two weeks, and I’m now desperately trying to pull myself back together and refuel my life force with small servings of Facebook, Twitter, cuddling on the couch with my family, and phone calls with friends and family.

Things are slowly going back to normal. Slowly. There is still a lot of overtime expected at work, but I got to sleep 8 hours this weekend. And do a couple loads of laundry. I got to spend more than a couple of hours with my husband and children, when we were all awake and no one was sick. It was short-lived, and I’m back to only sleeping and working, but I know those peaceful moments will be back again soon.

And I’m slowly inching my way back out into being social again.

Hope you haven’t forgotten about me. I’ve been here the entire time, missing my blog, my friends, and my leisure time. Life should get back to normal soon (whatever normal might be), and as it does nothing will get in my way of getting back to what I love.

Filed Under: clearly insane, fate laughing at me, me me me, plague, the J-O-B · Tagged:


Aug 13, 2010

Social Media Introduces, BlogHer Unites

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Disclaimer: if you didn’t attend BlogHer, I apologize in advance for the love fest about to follow. It doesn’t mean that you aren’t special to me, too. You just need to live closer.
—

I think that not only do I need a disclaimer to my BlogHer recap every year, but I also need my own personal disclaimer when I return from BlogHer. Something like Disclaimer: Expect me to be moody, pouty, low-energy and have at least one explosive crying fit post-BlogHer. Placate with kind words and chocolates for one week until back to normal.

Because honestly? After spending several days with friends – many of whom I only get to see once a year – I’m often hit with a mild depression when it’s over and I have to return to my normal life.

This year, on the last day of BlogHer, I sent out a tweet that simply stated: “I don’t want to go back to my real life tomorrow. I like my virtual life & friends too much. #BlogHer10” 

Soon after, one of my twitter followers responded with, “@mommystory That’s kind of a sad commentary on social media.”

I was puzzled. Clearly he didn’t get it, and it forced me to think about what I had written and why I felt that way.

It wasn’t a sad commentary on social media at all. Instead, it was a sparkly, shining example of the good that can be found in social media, all brought together in one conference.

My “real life” is filled with a lot of ordinary, with a smattering of extraordinary here and there. I do a lot of mundane tasks each day: I go to work, I do chores, I drive my kids to and from activities, I buy groceries, etc. I don’t get the chance to talk to representatives of major corporations or government agencies on a regular basis. When I buy my groceries at Kroger, the cashier doesn’t care what I think of the store’s expansion of their organic section. I doubt my daughter’s school principal will want to make a video of me sharing my views of the district’s special needs program to then present to the superintendant.

But with social media, my little voice is given a megaphone to be heard loud and clear, and no louder than at BlogHer, where companies and bloggers come together. I was interviewed by three huge companies at BlogHer this year (two of the videos are online), and had the chance to speak with several more. My feedback (along with that of other bloggers) a few years ago helped guide a company to create a better product that they presented to us last year at BlogHer. When Aaron was laid off in 2008 and we found ourselves without health insurance, CNN contacted me and our story was one of several that would be an early warning of what was to become the recession.

Our voices do have power, especially when used together. At home I may be a shy nurse, going back and forth to work and quietly raising my daughters in Columbus, Ohio, but with social media I have the opportunity to yell and be heard around the world. I am a smart person with good ideas (not trying to brag, I swear) and my voice shouldn’t be limited to Columbus, Ohio. With social media, it doesn’t have to be.

As for missing my “virtual” friends, I’ll just say that it’s very possible to miss someone you see once a year just as much as someone you see every day. In my “real life” I do have a few best friends and several other good friends that I share many interests with. But the majority of my real life connections are based primarily on geography. The pool of potential friends and acquaintances is limited by distance and location.

I grew up in a small Ohio town and making friends in my early years was terribly hard. I had little in common with my classmates and just didn’t fit in. But what could I do? There weren’t that many other kids my age, leaving me with a couple of friends who had some shared interests and otherwise a class full of people who simply didn’t understand me.

Online, though? My social net is so, so wide. You can bet that I’m going to find other moms who understand what it’s like to have a child on the spectrum and who also have a love of showtunes and Lady Gaga. (And maybe have even dressed up in renaissance clothing, too.) The pool of like-minded (or at least complimentary) individuals is exponentially larger. I can find my tribe beyond the boundaries of city limits and miles.I now have friends in California, Florida, Massachusetts, Minnesota, Canada and everywhere in-between.

When I’m at BlogHer and can’t make it across the lobby of the hotel in under an hour because I keep running into people I love, I’m reminded of how thankful I am to social media for introducing me to these intelligent, interesting and strong women (and a few men). The hugs I gave out were absolutely genuine and from the heart. I treasured each spontaneous conversation I participated in, soaked in my time strolling New York with women I usually only see through a computer screen. When my schedule forced me elsewhere, I felt awful saying goodbye to whoever I was with, worried that we wouldn’t get another chance to chat that weekend.

It didn’t matter that we met online – in person we were like old friends, completely comfortable with each other with no pretense of formality. After all – we’ve already bared our souls on our blogs, right? If anything, this was a chance to deepen friendships, sharing personal stories that are too personal even for our blogs. And once those connections are made – sharing love, heartache, tragedy, hopes, fears – you don’t want to let go.

So yeah, I didn’t want to leave BlogHer. I didn’t want to put down that megaphone. And I didn’t want to leave good friends behind with only the hope that we would see each other again soon – maybe next month if they live in or near Ohio, maybe at another conference, maybe next year or longer.

I only wish I could find a way to merge my virtual life into my real life, but I doubt I can put up a good enough argument for everyone to move to Ohio. These voices, these personalities – who would want to leave them all behind?

So maybe my twitter follower misunderstood me. I do love my friends and family in my “real life” and I’m glad to be back to some of my routine (not the chores, that’s for sure), but four days is not enough time to cram a year’s worth of opportunity and friendship into face-time.

It was an awesome BlogHer. And I can’t wait to see all of you again soon.

Photo credit: Jenna Hatfield

  Photo credit: Michelle Lane

 (and everyone else I didn’t get photos with!)
Filed Under: BlogHer10, me me me · Tagged: ,


Jul 9, 2010

Losing My Hind

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Those of you who follow me on Twitter or Facebook may know that I started working out again. And while I had a blast with Hot by BlogHer last year, I wanted to create a more year-round space to document my attempts at good health and losing weight. I haven’t said much about it yet because I wasn’t exactly posting much, and was fighting with myself over how much I wanted to share. Truth is, I need to share this kind of stuff – it helps me keep going.

So if you like reading about more than my two adorable children, be sure to check out Losing My Hind. There’s even a juicy new post today about what a head case I am when it comes to physical activity.

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Filed Under: clearly insane, healthy living, me me me ·