It's now the end of May. I arrived here in Kula two months ago, to address some repairs and additions to the house, get an electrician in, get a plumber in. My car arrived a day early, and our shipping pod arrived a week early - so that both arrived on the same day, which was a circus. Getting my car registered was an all-day exercise, but I learned a lot that helped Sarah get the same done for her car in half the time (although DMV at first refused to believe that a VW Golf could be a diesel). Our dog Beast didn't make the trip, as we had to put him down a few weeks before his quarantine period was up. We miss him.

The major and minor construction projects are pretty much finished, and it's time to get down to living the island dream. I plan to keep posting as I learn things about this beautiful place. I must say that both Sarah and I feel blessed in that pretty much everyone we've interacted with here on the island has positively exuded aloha.

Now it's time for us to find some ocean to jump into...

Posted
AuthorDavid Phillips
CategoriesMaui
TagsMaui

A year and a half ago, we added Xfinity Home Security to our Comcast subscription. Comcast sent in a guy who installed all the wireless (read: peel and stick) components throughout our house in Issaquah, Washington, installed the control unit and extra router (which killed Back to My Mac until I reconfigured their network components), and of course added a monthly charge to our bill. The system mostly worked, with some odd behaviors from the control unit, an essentially bad systems architecture, and the “security router” that was basically a joke.

A few months ago, we sold our house and moved. Because we were terminating service before our 3-year Xfinity Home Security contract was completed, we found ourselves facing an early termination fee of nearly $500. But since the new owner wanted the same security system, we were told we could transfer our contract to them and avoid the early termination fee. But to do that, I had to reach out to the new owner, and we both had to meet, in person, at the Comcast service center, to present IDs, sign a bunch of forms and officially transfer service. A total pain in the ass, reminiscent of something out of the 1990s.

We canceled our Comcast service on 27 March, 2014,

Two months later, living on Maui, I was surprised to see that we appeared to be continuing to make monthly payments to Comcast. WTF? That’s where the surreal fun began. I called Comcast and chatted with Jose (Note: I am honestly not making this up.) :

“You have to talk to the account owner to stop this.”

“I was the account owner. I don’t live in that house any more.”

“I’m sorry, but the current account owner for that address is the only one who can change this."

“What? You can’t just stop this there?”

“I’m sorry, but only the account owner can change their automatic payment arrangements.”

I was the account owner. I sold the house. Why are you still using my checking account to pay for someone else’s cable service?”

“I’m sorry, but perhaps you can have the account owner add you to the account so that you can log in and change that.”

I demanded to speak with a supervisor, and was connected with Anthony, who informed me that, because we’d transferred the Xfinity Home Security account to a new owner, Comcast apparently transferred all service to the new homeowner, kept my autopay configuration in place, and effectively ignored my service termination request. Anthony also told me there was nothing I could do about it short of begging the current homeowner to stop using my checking account to pay for their service.

I demanded to speak with a manager and Anthony’s response was:

“I can request that you be connected with a manager, and someone should contact you in three to five business days.”

Thats when I went from perplexed to angry, told Anthony he’d better damn well connect me with someone who could fix this now or I’d talk to my bank about rejecting the payments. Anthony put me on hold for 15 minutes and came back, telling me he’d spoken with a manager:

“We have stopped the autopay from your account, but we will not refund money for services rendered.”

“But those services were rendered to someone else. And it was your team that screwed this up when the account changed hands."

“I’m sorry, but we will not refund money for services rendered.”

I then contacted my bank. The representative there informed me that, once you sign up for automatic withdrawal with a company, there is no way you can prevent a company from continuing to extract funds from your account short of closing that account. He said I could report the withdrawals as fraudulent, which is in a sense completely factual, and the bank would take the matter up with Comcast, and possibly the authorities.

Reporting the withdrawals as fraud would put the new owner in an uncomfortable position with Comcast, so I reached out to him, let him know his cable service was no longer being paid for by me, and asked him to send me a check for the payments I’d made for him. He was agreeable to that, and as far as I know, the situation has been resolved.  

We’ll see in another month if Comcast has really truly dissolved our relationship. Their team screwed this up in a spectacular way, and their customer support proved either powerless or apathetic when trying to resolve the situation.

Posted
AuthorDavid Phillips
Categoriesactivism
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If you've been reading my blog, you've been following our preparations for relocation to Maui. Part of that adventure included getting Beast, our Alaskan Malamute, to the island as well. Sadly, those plans have now changed.

Beast had been having some throat issues for a while, and we thought we had it pretty much taken care of. Last week, the coughing became suddenly worse, and he started refusing food. Sarah took him in to the vet, and the X-ray revealed a huge tumor in his throat, distorting his trachea, and putting him at risk of asphyxiation, a horrible way to go. Sarah was with him in Newport with family while I was in Kula setting up the house. I turned off the saw, realized I had a text from Sarah, and called her. Her first words were "he's gone, baby, I'm so sorry." Sarah had been trying to reach me, and I either couldn't hear the phone or wasn't getting reception, so she had to make the hard call by herself, a hellish task. We can only be thankful that the choice was clear.

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Change is hard for dogs, and the last month or so had been especially challenging for our boy, with strange people viewing the house, packing, things disappearing into boxes. We set his travel crate up in the living room with us and he really took to it, preferring to stay in there quite a bit, denning. Then out of the house and into a hotel for a week. Sarah was working, so Beast and I were on our own, together constantly, going for walks, exploring the pet store, finding the hotel room, learning about elevators. He was game, curious, playful and, a bit unusual for him, snuggly.

On the 30th, I gave him a hug and a belly rub, and departed for the airport for Maui. I didn't know it was the last time I'd see the dog I'd adopted seven years ago.

Since my departure, Sarah had him roaming the beaches in Oregon, playing with his new dog friend Odie on the ranch in Newport, and seemingly rediscovering some of the puppyhood he'd never had. His last weeks were filled with adventure and he embraced it.

When I first brought Beast home with Belle, he was the troubled one, lacking any sort of confidence, glued to Belle's side. Touching him anywhere back of his shoulder blades caused him to cower and cry in fear. Three years later, I could grab his tail and he'd understand it was play - but that was a long, gentle process to get him to realize he had a place in our home that was his. We watched him blossom, learning it was all right to play, to ask for attention, to demand dinner. When we lost Belle, he became our only child, the sole center of our dog-world. He moved out of her shadow and started expressing himself more than ever before. He watched more television than any dog I've ever known.

Beast was a gentle giant, curious but insecure, loving but only just beginning, really, to understand how to ask for love, fascinated by little children. I like to think he's running with Belle now, free and happy. Our pack is smaller, and we miss him terribly.

Posted
AuthorDavid Phillips