When Customer Service Goes Wrong - Shame on Walmart

(Addendum - Since the people at Yorktown Walmart are on the verge of solving my problem, they are off the hook, and off the title. It appears that someone in claims may have tried to run off with the TV after I returned it. However, this has only magnified the ineptitude of the Walmart.com customer service department, who provided three online chat reps that did ABSOLUTELY NOTHING to help my cause.

Lesson learned - Walmart has NO level 2 form of grievance resolution. If a customer service rep tells you that they are "escalating" your complaint, it is merely an attempt to get you off the phone. They will do nothing after you hang up. So, I'm still pissed at Walmart, but not the one in Yorktown.

I have been voicing my opinions to co-workers lately about the concern that some people just fail to be accountable and do their jobs properly these days. Recently, I purchased a TV online from Walmart. Unfortunately, it had four good sized cracks in the screen upon arrival. Since I picked it up at the Yorktown Walmart and it had a 90-day return policy, I went ahead and made the return. In short, I have been shocked by the ineptitude and rudeness of customer service; first by a young woman whom I encountered twice in Yorktown, and then by online chat operators who have promised me the moon, but on three occasions delivered nothing to help my cause (but continue to ask for my patience while they "escalate" the situation.)

Well, my patience ran out, and I'm the calm one in my house. My wife Elizabeth -- not so calm. Here is one of many letters she has written or posted to about six Walmart sites, as well as the corporate site, based in Arkansas. We're hoping for a resolution. But until then, our pens and voices will be loud and mighty.

XXX

When you feel like you’re not getting the message across, you get the feelings out on paper and ‘have at it.’ The following is a letter I just penned to Walmart Corporate.

My husband and I are completely DISSATISFIED with Walmart's supposed expedited matter pertaining to an online purchase from December, 2015 of a television we received in January, 2016. When opening the product, the television was cracked in four places. When my husband returned the merchandise at the Walmart in Yorktown, VA, the sales associate was extremely rude and accused us of switching products. Once the matter was handled, the policy stated the refund would take 5 to 7 business days for a refund. It has now been over 17 business days without an apology from either the local store, the regional manager, or the corporation itself. Still, there is not a remedy.

What we are now expecting from Walmart and the subsidiaries are the following as remedies to the situation. The first is an apology to both my husband and I from your Yorktown store for basically accusing us for theft. It is unacceptable and unprofessional, as we are both well-respected educators in the Commonwealth of Virginia. To even insinuate a legitimate return of a product as deceit to a company is humiliating and undermines the example my husband and I illustrate for public education.

Secondly, we are asking for a monetary amount in form of a gift certificate total to the exact amount of the original purchase for the extensive time and correspondence to your company regarding this matter. While Customer Service called once or twice regarding this matter, guaranteeing a 24 to 48 expedited solution, again, we remain frustrated and seeking answers. Several times during the week of February 14, I have called Customer Service regarding this matter and left a home phone number along with my husband. My husband received a call on Tuesday from an associate in South Boston, Virginia. The location is exactly three hours away from our residence. The current information my husband and I provided to Walmart is our Newport News, VA residence.

Because Walmart has not handled our initial request, which was simple--a store exchange equivalent to the purchase price of the initial purchase from December 2015, my husband and I are willing to accept a new television from Walmart store WITHOUT CHARGE as a courtesy for dissatisfaction with the entire experience. We also expect an extended warranty also without charge on the television as well.

In closing, I would like for your corporation to know the impact you have on the community. In the same way, your clientele carries the same impact as well. I mentioned earlier that my husband and I are both educators. We are also journalists in our spare time. I am also a committee member on several city, state and national committees. My credentials include the National Education Association, the National Council for Geographic Education and National Council for Social Studies Education. I also participate in roundtable discussions across the Commonwealth.

Thank you for your time.

Wes Norton Overcomes Challenges While Aiming For World Bodybuilding Success

Wes Norton has overcome
Asperger's syndrome to enter the
world stage as a middleweight
bodybuilder.

When Wes Norton puts his mind to accomplishing a task, the sky becomes the limit.

The 21-year old bodybuilder, who trains out of Xtreme Muscle Gym in Hampton, has achieved more in just three years than many of his counterparts will in their lifetime. And as ironic as it seems, Norton had to learn to slow down in order for his bodybuilding career to speed up. Next task on deck – winning a world championship.

For Norton, the key to finding success was about channeling his energy toward a defined objective. However, that was not the only obstacle.

Years ago, the Zuni native was diagnosed with Asperger’s syndrome. Named after the Austrian pediatrician who discovered the disorder, Asperger’s is similar to autism, and characterized by a number of symptoms, including difficulty with social relations and odd patterns of behavior. By nature, Norton is quiet and reserved. Yet, the more intriguing symptoms include an intense ability to pay attention to details, as well as a heightened capacity to memorize data. When Norton sets a goal, all of his focus goes toward achieving that one thing.

Coping with Asperger’s is a balancing act. While one aspect of a person’s daily life may thrive, other elements may suffer. Norton, who generally trains for 90 minutes three or four times a week, thrives at bodybuilding because of his singular focus to the sport.

Norton deadlifted 425 pounds for nine reps during the
course of our interview. I believe this was #7

As Cheryl Piercy, one of Norton’s fellow competitors, attests, “It’s the other 23 hours (of the day) we have to worry about.”

Fortunately, other areas of Norton’s life have taken shape. He earned his GED, completed certification as a personal trainer and nutritionist, and next month, will go to settlement for the purchase of his first house, which will require a move to Smithfield.

With typical modesty, Norton says, “I’m very determined, and thankful to be going places.”

Five years ago, Norton was not thriving. He had recently dropped out of Nansemond-Suffolk Academy, shortly after starting as a tenth grader. Few things interested him, and his life had become empty – no school, no job, no hobbies, and no aspirations. Depression began to settle into the teenager’s psyche.

Nevertheless, Norton, an avid reader, discovered one book, Arnold’s Encyclopedia of  Modern Bodybuilding, an 800-page tome, written by Arnold Schwarzenegger, that outlines every aspect of the sport. The book caught his attention, and in 2013, Norton decided to take up weightlifting.

However, without a mentor or a lifting plan, his progress was stagnant.

“I was doing too much,” said Norton in a moment of reflection. Indeed, the routine of working out the same body parts every day without a pause was stunting any potential development. Coupled with carrying 140 pounds on a 5-foot-7 frame, there was little sign that the young man had grown any significant amount of muscle.

It took eighteen months of improper training before Norton sought outside help. Mother Brenda worked at Langley AFB, and a colleague referred her to Kevin Parrott, a certified trainer, and owner of Xtreme Muscle, just outside of Langley’s east gate on North King Street. Norton pulled up to the parking lot of Xtreme and waited outside the door for an hour before summoning the courage to step inside the gym.

“I told him that he was doing too much,” said Parrott, who also owns Body Sculpting Inc. in Newport News. “He had to learn not to work out as much – to slow down. Muscles won’t develop unless they are allowed to rest.”

Armed with a new plan, and an enhanced intensity, Norton quickly went back to work.

“I learned my lesson, and started channeling my energy into working out and taking better care of myself.”

Norton’s ascent as a bodybuilder was rapid. Within three months of linking with Parrott, Norton was fully entrenched in competition. He won the middleweight category of his first program. Moreover, in his first year, with only five shows under his belt, Norton has already won a division championship, a best overall title and earned his pro card as a middleweight.

His second season will begin on Saturday with the 7^th Annual WNBF (World National Bodybuilding Federation) Pro Qualifier, which is promoted by Parrott, and held at the American Theatre in Hampton. Last year, Norton placed second in the Men’s Open Short Class. This year, he will compete in the Novice and Open categories.

Because it is a pro qualifier event, the competition will come from near and far.

“As we speak, there is someone in San Diego getting on a plane to come here and compete on Saturday,” says Parrott. “In Scottsdale, Arizona, someone is getting ready to come here for Saturday’s competition – Illinois, Maine; we will have 91 athletes from 12 states.”

The screening process is rigid. Every competitor must pass a polygraph test before getting on stage, with questions focusing on the use of muscle enhancing drugs. And as Parrott adds, ”Once we announce the seven winners who will earn their pro cards, they are escorted off stage and straight to a bathroom where someone will watch them pee into a cup, and that sample is sent directly to the testing site – that day.”

For Norton, Saturday’s show will be the start of an aggressive 2016 campaign, albeit one with only three competitions.

“He’s ready to go to the World Championships,” declares Parrott, adding that competitors who earn their card merely qualify for the pro events, but have three years to “get ready.”

Norton appears to be ready. Prior to his workout, he poses in his competition singlet, sporting bulging leg muscles and a well-defined chest and back. Shortly thereafter, he begins his training routine, and at one point, the now 166-pounder dead lifts 425 pounds for nine repetitions, a personal best.

But patience is not a virtue for Norton, a fact that becomes more evident as Parrott starts describing his trainee’s competition schedule for 2016.

“He will be competing in the Yorton Cup World Championships (in Washington D.C.) this October.”

However, there is another World Championship in Hungary, which will be held in June, that Norton is aiming for.

“He’s still working on me,” discloses Parrott. “He hasn’t convinced his trainer yet.”

Where Does Peyton Rank Now? All-Time Best NFL QB's

Two years ago, I took the liberty of compiling my all-time list of NFL quarterbacks. Here's what it looked like:


1) Joe Montana                
2) Johnny Unitas
3) Otto Graham
4) Tom Brady
5) John Elway
6) Peyton Manning
7) Brett Favre
8) Dan Marino
9) Fran Tarkenton
10) Bart Starr

With the Broncos 24-10 win in Sunday's Super Bowl, I wanted to revisit this list, and provide a few updates. A couple of things have happened since the end of the 2013-14 season, and as such, should dictate a reshuffling. I'm not inclined to add anyone to the new list, but feel that some adjustments are needed. Here goes:


1) Tom Brady - my feeling is that Manning and he would have switched places if the Broncos had won two years ago against Seattle, but Brady holds his place for now. He earned his fourth championship, and has some gaudy passing numbers (over 58,000 yards, 428 TD's vs. 150 picks). Career record of 194-60 (counting playoffs) is best winning percentage since Graham.

2) Joe Montana - 4 Super Bowl wins, 40,551 passing yards, 117-47 record as starter, plus 17-6 in playoffs. And who else can claim to have thrown "The Catch?"

3) Johnny Unitas - reinvented the position. Also passed for over 40,000 yards (first to do so), and held most QB records at the time of his retirement, including TD passes (290). Won the greatest game ever, 23-17 in the 1958 NFL championship.

4) Peyton Manning - With second championship in hand, as well as most wins ever for a QB, and most passing yards, Manning bumps up two spots. But his final numbers may now be the best ever. Currently, number 18 sits at 71,940 yards and 539 TD passes -- never mind having arguably the greatest passing season ever in 2013. 55 TD passes? Enough said.

5) Otto Graham - played for the NFL championship in each of his ten seasons (1946-55), and won seven! His team, the Browns, went 114-20-4, including 9-3 in the playoffs during Graham's time on Lake Erie. Highest winning percentage for a QB ever.

6) John Elway - known as a great talent who couldn't win the "Big One" early in his career, Elway won the championship in his final two years to end up with two rings out of five tries. Finished his career with 51,475 passing yards and 300 TD's.

7) Brett Favre - in spite of a lot of interceptions and only one ring, Favre has to be in the mix. His 71,838 throwing yards would have held for at least ten more years if Manning didn't pass the standard and he held the TD record with 508.

8) Dan Marino - if only he had won a ring or two. But, Marino was the best pure passer of his generation and held the season TD record of 48 for almost thirty years.

9) Fran Tarkenton - the maniacal Vikings (and Giants)QB was a threat with his arm and feet. A living human highlight reel who could turn a 60 yard dash into a two yard gain. Was all-time passing yards leader when he retired.

10) Bart Starr - As a rule, I almost ruled out any QB with more career interceptions than TD's, which amazingly would have eliminated Ken Stabler, Joe Namath, Sammy Baugh, and almost Terry Bradshaw, who threw for 212 scores against 210 interceptions. Starr ended up with 152 TD's and 138 INT's, but he won more championships than the others, even Bradshaw, so he gets the edge here.


Honorable mention - Warren Moon, Sonny Jurgensen, Drew Brees, Steve Young, Baugh and Bradshaw. Ah heck, I'll add Staubach to the list too.

49'ers Antoine Bethea Starts Shutdown Academy for Footballers Ages 5-14

Denbigh High's Antoine Bethea of the San Francisco 49ers, is getting set to give back to the Newport News and Hampton, Virginia communities yet again. Antoine remains a fine example of a young man who looks back to help others. Please support Shutdown Academy, as he is looking for volunteers who can coach, tutor kids, and really put their talents to work for a great cause - our youths. Here's Antoine's press release:

NEWPORT NEWS/ HAMPTON VIRGINIA GET READY THE NFL IS INVADING YOUTH FOOTBALL!!! ELTON BROWN(ARIZONA CARDINALS) ANTOINE BETHEA(SAN FRANCISCO 49'ers) have TEAMED UP TO BRING YOU SHUTDOWN ACADEMY!!!

Shutdown Academy offers Mentoring, Tutoring and a high level of competition in football for boys AGES 5-14 years old!! We are trying to prepare the next generation of STUDENT ATHLETES on and off the field for high school and college!! With this structure we are looking for volunteers for admin positions and coaching positions!! Also, mentors and tutors who can donate at least 1-2 hours per week!! WE ARE HERE TO GIVE BACK AND SERVE THE COMMUNITIES THAT HELPED US BECOME SUCCESSFUL and WE NEED YOUR HELP!! More detail information is coming! If you’re interested in joining or have any questions please feel free to contact me.