Saturday, October 31, 2009

"The warranty on your car is about to expire!" My letter to General Warranty Services

I was weeding out my gmail box this morning when I came across the following. I thought that someone else might be able to use it — whether against General Warranty Services, or some other persistent, nefarious, unscrupulous telemarketers — so I humbly submit it here for your consideration and free use.

From: Frank & Di [lastname] [mailto: ________@msn.com]
Sent: Saturday, June 14, 2008 7:52 PM
To: bill@generalwarrantyservices.com; gary@generalwarrantyservices.com; compliance@generalwarrantyservices.com; ken@generalwarrantyservices.com; ray@generalwarrantyservices.com; media@generalwarrantyservices.com; kevin@generalwarrantyservices.com
Subject: Do NOT call!!
Importance: High


Frank [lastname]
_____ N. 43rd Ave.
Glendale, AZ 85306

14 June 2008

General Warranty Services, Inc.
282 Main Street
Salem, New Hampshire 03079

Bill Ranney, President
Gary Roberts, V.P. Operations
Peter Skouras, Compliance Manager
Ken Spencer, I.T. Operations
Ray Thayer, Customer Support
Kevin Hurley, Sales Manager

Gentlemen,

I am having a problem with your company. A MAJOR problem.

Almost daily, I receive a phone call on my cellular phone, number 602.696.0833, from one of your nationwide army of slave telemarketers. Since I don't recognize the area code from which the call is originating, I decline the call, but they leave a recorded message anyways.

When I get around to checking my messages later, it's always the same message:
THIS IS A COURTESY CALL TO ALERT YOU THAT THE WARRANTY ON YOUR CAR IS ABOUT TO EXPIRE!!
(A "courtesy call"?! That's **too rich!** And your "alert" would otherwise be really hilarious, considering that your company obviously has NO IDEA as to the status of my automobile warranties.)

Anyhow, when this whole song-and-dance first started, I simply deleted the calls.

But they kept coming.

So then I decided to try telling your nationwide army of slave telemarketers to PLEASE STOP CALLING AND REMOVE MY NUMBER FROM THEIR LIST.

I would press the necessary buttons to speak to somebody, but when I tried to tell them to PLEASE STOP CALLING AND REMOVE MY NUMBER FROM THEIR LIST, they either hung up on me, or said that they had removed me from their list — and THEN they hung up on me.

In short, I have asked to have my number removed from your call list dozens of times. BUT THE CALLS STILL KEEP COMING.

So when I received yet another call today, I finally asked the slave telemarketer the name of your company: "General Warranty Services."

When I told him that I have asked several times to have my number dropped from your list, but that I keep getting calls from his company anyways, he said "Sir, that's probably not the case, because there are dozens of companies selling extended auto warranties by phone."

And when I told him, "Gee, it's funny how every one of these companies uses the exact same recordings," he said that I had been removed from his call list and he would not call again — and he hung up on me.

(Fifty-second verse, same as the fifty-first ...)

So I Googled "General Warranty Services." As you are all likely aware, there is a firestorm of hatred and vitriol swirling about Internet telemarketer-complaint chat rooms about GWS. Here was my personal favorite:

Posted by Bill Ranney, Jr. on 23 May 2008

Hi, I'm the President of General Warranty Services, the company that's bothering you.

I'm a huge douchebag with a flimsy Product/Service that's been around for less than six months but has still garnered enough bad attention to fill posts and threads throughout the web with venom about my shady company. My business model is to have my poor employees call you constantly with no regard to "No-call lists" and requests to be removed from our sales list to try and trick you into thinking that this is your last chance to extend a warranty on a vehicle that I have no idea of the make/model/year or even if it exists.

It's likely that the person calling you has also been duped by my job ads stating they can make $700 - $1200 weekly, though there are many people like the girl who wrote this complaint about making $45 for 54 hours worked.

Whenever you receive multiple phone calls from General Warranty Services, and find yourself on the edge of losing your mind I encourage you call me, Bill Ranney at 603-685-6250 ext. 1141 as many times as my unethical company has called you and please let me have it.

P.S. I make love to children, animals and things that have died.

Now, I didn't want to simply call this "Bill Ranney" guy and unload on him, because that post could just as well have been fraudulent. (That is what is known as "being considerate of other people." You really should try it.)

So after Googling GWS/Bill Ranney a little more, I learned that Virtual Sun, LLC had designed a website for General Warranty Services — and Virtual Sun's home page actually has an audio-recorded testimonial from a "Bill Ranney" of "General Warranty Services"!

So I finally just Googled "General Warranty Services" — and bingo, I found your website!

To cut to the chase, I found your website's "DO NOT CALL" PHONE NUMBER field, entered my phone number (602.696.0833) and clicked "Submit" -- and GUESS WHAT?

A WINDOW CAME UP SAYING:

"The number: '6026960833', already exists in our do not call database"

THEN IF THAT'S THE CASE, GENTLEMEN, WHY DO I KEEP GETTING CALLS ALMOST DAILY FROM YOUR SLAVE ARMY OF TELEMARKETERS?!

No, I really don't care what the answer is!

JUST CONSIDER THIS E-MAIL TO BE LEGAL NOTIFICATION THAT:

1) YOUR NATIONWIDE ARMY OF SLAVE TELEMARKETERS ARE TO **IMMEDIATELY** STOP OR REFRAIN FROM CALLING MY TELEPHONE NUMBERS:

602.696.0697

602.696.0833

602.441.2569

2) YOU ARE NOT TO PROVIDE MY NUMBERS TO ANYONE ELSE.

I will be sending a copy of this letter to the office of the New Hampshire Attorney General, and I will be calling them at my first opportunity Monday morning to file a formal complaint against GWS.

Lastly, I am now keeping a log of all calls received from your nationwide army of slave telemarketers. (I found a handy "Do Not Call" log form at the NH AG's website!)

An acknowledgment of receipt of this e-mail and a statement of intent to immediately address my complaint would be greatly appreciated — and might, in fact, serve to assuage the anger I currently have toward GWS by the time I call the NH AG's office.

Very truly yours,
Frank [lastname]

cc: Kelly A. Ayotte, Attorney General of the State of New Hampshire

I sent that email on a Saturday, and received the following reply Monday morning:

From: compliance@generalwarrantyservices.com
To: ________@msn.com
Subject: RE: Do NOT call!!
Date: Mon, 16 Jun 2008 14:29:52 -0400

Frank [lastname]
[address]
Glendale, AZ 85306

GWS - Mr. Frank [lastname] -000164

Dear Mr. Frank [lastname],

In response to your request for written reply to the above captioned reference number. Your name has been removed from our Telemarketing Program. In addition, we sincerely apologize for any inconvenience or aggravation we may have caused you. We gladly send you this sincere written apology per your request. However, at this time, it is certainly not our intention to inconvenience or aggravate you any further.

Upon receipt of this letter could you please respond with your telephone number or numbers so we could absolutely confirm the complete removal of your entire information from our telemarketing program?

Also as a preventive nuisance practice, we do in fact "scrub" all of our outgoing telephone lists with State Do Not Call Lists and the National Do Not Call List so to remove any number from our outgoing call list that appears on the National DNC. As of January 3, 2008 we hired an independent company called Protus, Inc., who among other business practices specializes in such "scrubbing" procedures regarding the National DNC and as a result our current complaints are nearly non-existent.

As you may or may not be aware, there are at least twenty-two other companies nationwide with over two hundred call center under their direction conducting nearly the same business as General Warranty Services, Inc. GWS is one company with merely one call center under its direction. Therefore, it is at least possible that other similar warranty companies have called and will continue to call you or any other resident who is a member of the National DNC List. Obviously, we have no control of other companies using unethical or suspect business practices.

Also, GWS has a strict policy never to call residents of any state until the passage of at least thirty-one (31) days from the day we issue a campaign in that specific state. Therefore, it is probable that other warranty companies are responsible for at least some of the calls that you allege we made to you. In any event, your name has definitely been removed from our telemarketing program and once you inform us of your telephone number as requested above, you will NOT receive any further calls from GWS. However, as we previously stated, we have no control over any of the other similar warranty companies that may continue to call you.

Furthermore, General Warranty Services, Inc. does not condone any type of predatory practices and we continually remind our employees via daily employee meetings and weekly written memos of our policy regarding consumers requesting to be removed from our call list. General Warranty Services, Inc. has developed an easy and simplistic system for all of our employees to immediately remove consumers from our call list upon their request. At the bottom left on our home page @ www. generalwarrantyservices.com is a selection box where the consumer's telephone number is typed in and immediately removed.

If you have any further questions please do not hesitate to contact me directly at the telephone number, e-mail or address listed below.

Respectfully,

Peter G. Skouras
Compliance Department
General Warranty Services, Inc.
282 Main Street
Salem, NH 03079
(603) 685-6156
compliance@generalwarrantyservices.com

Closing notes and observations:
  • Those courtesy [sic] calls alerting me that my car's warranty was about to expire originated from a variety of area codes around the US. I wonder if GWS has subcontracted work out to non-GWS call centers who sell GWS's "service"? That way they can plausibly claim that their own (GWS) call centers adhere to a strict code of telemarketing ethics, while avoiding having to address the ethics of other call centers who still sell for GWS.
  • Regardless, after my email to GWS, all such calls immediately ceased.
  • Although I signed the national "Do Not Call" Registry shortly after moving to Spokane in August 2008 (despite advice to the contrary from Lew Rockwell), we still receive unsolicited calls from what appear on our Caller ID screen to be telemarketing firms. I either don't answer them, or I occasionally pick up the phone and hit the "O" (operator) key, which sometimes puts your number on their "Do Not Call" list.
Then of course, if you are mentally prepared and think you can pull it off with a straight face, there's always this approach [NB: some adult language].

1 comment:

Semen Rendi said...
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