Twenty Ten (Cheese Remix): A Bit Of A Pickle

To have any chance of making sense of this continuation of my personal review of my year in 2010, please refer first to Twenty Ten (Part One): Hard Cheese.

My follow-up appointment with my psychiatrist was due mid-March. Scornfully following his advice to pull myself together and get a life in the month that had passed since our first (and to be last) meeting I had actually begun to feel quite a bit better in myself, but my ever decreasing lung capacity meant that even if I'd wanted to go, I wouldn't physically have been able to. I could barely walk to the corner shop and back.

Yak Shaving vs. Bureaucrazy

I had a letter from the psychiatrist's secretary inviting me to the meeting, so I thought I'd email her to let her know I wouldn't be going and why. Much easier than dragging myself out to the post box, I thought. Little did I realise then the wailing and gnashing of teeth that was to follow as I set about shaving this particular yak.

Although her email address wasn't included in the letter I knew from my work that the mental health trust, like most organisations, uses a standard email address format:

firtstname.secondname@nameoflondonborough.nhs.uk

No problem! Oh, wait. The email bounced. I tried again:

firstname.secondname@nameofmentalhealthtrust.nhs.uk

That bounced, too. I looked up the names of the team managers on the trust's website and emailed them, along with the 'communication team' asking for the secretary's email address and explaining that I preferred to email her because of my poor (physical) health.

Several auto-replies later told me that three of them had already resigned or otherwise left the trust's employment. Then another two came in saying the same thing. I went higher up the food chain and emailed their managers, one of whom - instead of simply giving me the email address I asked for - copied in two more managers to ask them to contact me.

By this time I had received and answered an unwanted, unwelcome and totally unexpected call from none other than my psychiatrist. I asked why he was calling me. It turned out that the communications team had assumed that my 'poor health' meant that I might be in danger of killing myself (which actually wasn't far off the truth at this point) and so decided - instead of simply giving me the email address I asked for - to place an emergency call to my psychiatrist, who then called me. He did, however, give me his secretary's email address (it turned out that she helpfully uses a shortened version of her first name for her email, unlike on her letters).

When I finished the call I went to email the secretary to confirm what I had told my psychiatrist, that I would not be attending any further meetings with him because, apart from providing me with her email address he had been no bloody help at all. One of the other managers had also now replied to me saying that he knew that my psychiatrist had just spoken with me and gave me the secretary's telephone number, which I had already - instead of simply giving me the email address I asked for.

I decided to make a formal complaint, as that is what gets me off what I do here. Of course, five months later, the chief executive wrote to me to say how sorry she was that I felt that no one wanted to provide me with an email address, but not to uphold my complaint on the grounds that the team manager had emailed me to give me the phone number (that I already had) after being asked by someone else to give me the email address I asked for. Coincidentally, last week, I received information about who has accessed my patient record, when and why. Interestingly, the team manager and the person whose email I wanted both accessed my patient record shortly after I sent the first email and several hours before the team manager actually emailed me (the why is unclear as it's a coded reference).

Oliver! vs. Pickabook

Speaking of complaints, I also got into a bit of a pickle with Pickabook. After that musical romp I had a stiff neck, a bad back and was short of breath. Another x-ray or and a big fat needle in my back later I was feeling sick, sore and sapped.

Meanwhile, the price of cheese in the UK doubled, nightmares fell by 50% and (presumably due to a price-related cheese shortage) cheese rolling in the UK was outlawed.

Various doctors still hadn't been able to diagnose me with enough certainty to prescribe any treatment, so I headed off for a CT scan. The good news was that I didn't have anything really horrible and/or potentially deadly, the bad news was that they still didn't know what was wrong with my lung and that keyhole surgery would be necessary.

Turtles vs. Tortoise

To matters worse, much worse, United contrived to snatch a one goal victory and an aggregate draw (meaning defeat on the away goals rule) from the jaws of an assured three goal victory and safe passage through to the semi-finals of the European Champions League.

Self-styled football hooligan Luke Slater summed up the evening so perfectly that I had to beat him over the head with a baby turtle. So-called journalist and self-styled football expert Daniel Taylor, on the other hand, told Sir Alex that he needed to spend big if he wanted to bring further success to United.

My sour mood was lifted somewhat the following day thanks to Marvin Preuss who slapped me around the ears with a gigantic tortoise:

Tommy Steele vs. Chris the Crafty Cockerney

Five days later I was told to attend the Heart Hospital in London in three days time for surgery on my lung, prompting a lovely conversation on Identi.ca covering a whole range of medical complaints and procedures including diarrhoea, halitosis, Tommy Steele, anaesthetics, hypnosis, funerals, cirrhosis and, of course, cheese.

I'm pleased to say everything went well and the price of matured dairy products fell as freshly-plucked cheese flooded the market. Although rather than keyhole surgery, I had a regular thoracotomy, which would extend the recovery time - something which escaped my Dad, who a week after visiting me in hospital, phoned to ask if I was going back to work the following week. No Dad. I'm having my stitches taken out tomorrow.

With hindsight, of course, I do wish I'd followed the sage Andy C's advice to take six months off work to recover fully, but at the time it just felt impossible. Especially as the doctors still hadn't been able to rule out that I might have (latent) tuberculosis.

Everything is permissible.

Pickabook Pick A Pocket Or Two

Warning! This post contains large amounts of text.

I’ve included a song, some pictures and a video to try to make it more palatable. If you think that lots of text might not be quite your cup of tea – or perhaps you are looking instead for a radical critique of blogging quackery – please click here.

Although It took me two months to write, I do hope that it won’t take so long to read. Absolutely no refunds.

If not, hold on to your pants, click on the play button and enjoy an Oliver!-style romp with me through the Distance Selling Regulations (2000).

Here goes.

In a previous life, on another planet, I ran a multi-million pound pick-pocketing scam.

It worked like this. People were already getting their pockets picked and being left empty-handed, angry and upset at their loss of money, handbag, wallet, etc. Rather than trying to prevent pick-pocketing – there are already enough laws and police officers in place (or sat in the station doing sudoku paperwork or too busy arresting people for throwing snowballs), which singularly fail to do just that – I figured it would be more fun to to exploit it even more, but make everyone feel better about it, too. Rather than seeing pickpockets as thieving scum, people would come to see them in an entirely new light as part of the Forces For Good. And I would make a tidy million or so and receive an OBE.

[caption id="attachment_134" align="alignnone" width="300" caption="Picture pickpocketed from http://www.smh.com.au/news/people/artful-dodger-dies/2006/03/03/1141191823901.html"]Picture pickpocketed from http://www.smh.com.au/news/people/artful-dodger-dies/2006/03/03/1141191823901.html[/caption]

So, I hired pickpockets and dressed them up as Dickensian cheeky-chappy/chappette Artful Dodgers to pick people’s pockets and give the money to me. I then invested it in high-interest, very short-term funds and used the profits to pay my staff what they would have earned from the original theft plus a nice bonus for returning the stolen items to their original owners – preferably in a suitably stealth-like manner, or alternatively, brazenly so that they could use the distraction to take something else. The US American tourists in particular thought it was wonderful. How they loved posing for pictures with real life Fagins and Oliver!s while the little urchins snatched their belongings and quaint Olde English decimalised money.

“More!” they cried, “More!”

“Less is more!”

I also donated a percentage of all my profits to children’s charities and orphanages and issued calling cards to customers thanking them for participating and supporting a worthy cause.

As enterprising as this sounds, it didn’t really work. Although I was employing thousands of pickpockets who would otherwise have been unemployed, on the streets and committing crimes to earn a living, what I had to face up to was the reality that they were still homeless criminals, albeit now tax-paying homeless criminals. In effect, as their employer, I was no better than the tobacco business.

Well, ok, I wasn’t that bad. At least I wasn’t killing people. (Skip to 5:40 on the video for the bit about the tobacco business.)

Anyway, why am I telling you this?

A few months ago I started ordering books from Pickabook via my charity’s webshop – I think we get 5% commission on every purchase, which is considerably more than using Amazon or Waterstone’s. So, the first few books arrived at my door, no problem. Then, one book I ordered didn’t arrive. I emailed Pickabook’s customer care and asked them to resend, which they were happy to do after I’d assured them that I’d checked with my neighbours and the local Royal Mail sorting office. The book duly arrived a couple of days later.

I ordered some more books. Some of them arrived, but two didn’t. I asked Pickabook to resend. Again, they agreed. One came and one didn’t. Another book I’d ordered since didn’t arrive, either. According to the online order tracking facility on Pickabook’s website, one of my undelivered orders shipped on 29 October, the other on 27 November. On 10 December I went back to customer care and asked them to re-order (again) or refund me. This is their next day response:

On Fri, Dec 11, 2009 at 1:30 PM, Pickabook Customer Care <care@pickabook.co.uk> wrote:

Hello

Thank you for your e-mail and carrying out the checks we suggested in our last e-mail to you.

I am sorry to hear that Royal Mail still hasn’t delivered your parcels. Delays like these are extremely unusual, and we share your frustration.

When Royal Mail cannot deliver, its normal procedure is to return the parcel to us. We have checked our returns, and your parcel has not been returned to us. This means that there is a good chance that Royal Mail will still deliver your parcel to you.

In very rare circumstances, we have known deliveries with the Royal Mail to take up to three weeks. Could we please ask you to wait a little longer, therefore?

In the meantime, if your parcel is returned to us, we will be sure to let you know immediately and to offer you a refund or perhaps replacement. Likewise, if the parcel reaches you, please do let us know.

Given that we have attempted to issue replacements and these too have not arrived, we would not be willing to reorder again at this stage.

Regards,

Susie

Well, I’d been waiting six weeks already for the first book and two weeks for the second. But anyway, I waited another ten days without receiving anything and decided to ask for a refund.

On Tue, 2009-12-22 at 12:59 0000, Pickabook Customer Care wrote:

Dear David,

I have looked carefully at your situation. Of the orders we have despatched to you, you seem to be advising that the following orders have not been received – 269985 despatched 11th October, 270164 despatched 13th October, 271141 despatched 30th October and 272949 despatched 27th November. Each of these orders were despatched as individual items via Royal Mail Second class post. None of these items have been returned to us which is the usual procedure when Royal Mail are unable to make a delivery.

We are been trading now for over ten years and have used Royal Mail throughout this period to make our despatches. We have never had a situation arise such as yours before and have no other customers in your area reporting delays or non arrivals of their orders. As this seems to be a problem specific to you in isolation, I will need to pass the claim onto the relevant authorities.

Please can you confirm by return of email that you are stating that four out of the five despatches we have made to you have not arrived so I may make my report to Royal Mail?

Regards,

Susie

I don’t like the way she seems to be saying that I am the problem here. And I still want a refund, which I’m entitled to in law.

Hi Susie,

Yes you are correct in your summary.

I have been buying goods online for ten years, too, and never had a problem like this either. In addition, while I’ve had occasional delays from other suppliers I’ve never had so many items from one supplier not be delivered. So, likewise, this seems to be a problem specific to you in isolation, too! Of course, to be fair, I have received a number of books from you (hence my continued use of your online shop) and you have received all payments for these goods in advance of shipping, including for the books I haven’t received.

I’m happy to help with any way I can with Royal Mail and in the meantime, I’d appreciate it if you will process a full refund for me.

So, Xmas came and went. We entered a new decade. Vast amounts of tumbleweed rolled by. My right lung stopped working properly. The credit card I used to buy the books expired. I was feeling kind of pissed off.

Sent: 23 January 2010 13:15, To: Pickabook Customer Care, Subject: Fwd: Order #s 271141 and 272949

Please update me on what you are intending to do about refunding me for the items I have purchased but not received.

If I do not receive notice that you will refund me in full, I will notify the relevant authorities.

On Wed, 2010-01-27 at 13:36 0000, Pickabook Customer Care wrote:

Dear Mr Marsden,

I have thoroughly investigated the circumstances of the despatch of orders to you.

Each order was despatched individually and correctly. We have used two different despatch centres in different locations and you advise neither has been successful in getting orders to you.

Royal Mail are unable to identify any local problems and, as I stated in my previous email, we have not received any other reports of failed deliveries either of this nature or in your area.

I am therefore unable to refund your purchases until the orders are returned to us.

I would recommend that you carry out your own local enquiries with your neighbours and your local sorting office to see if they can assist you in locating your missing deliveries.

Regards,

Susie

Wow! The bare-faced cheek! Since when was it my responsibility to ensure they delivered their goods, not to mention investigate my neighbours’ potential criminality or sort out the mess that is the Royal Mail? I sent them another reminder of the law, which they clearly seem to believe they are above:

As I’ve already stated in previous emails, I’ve asked my neighbours and the local sorting office.

I’ve paid for goods which I haven’t received. In law (Sale Of Goods Act), I’m fully entitled to a refund, so please action this immediately.

If you do not do this I will have no option but to report you to the Office of Fair Trading.

On Wed, 2010-01-27 at 14:22 0000, Pickabook Customer Care wrote:

Dear Mr Marsden,

I am unable to process a refund for the outstanding items until they have been returned to us. If Royal Mail return them to us I will advise you by email.

Regrettably I am unable to assist you further until that time.

Regards,

Susie

Aaaawww! Diddums. Not speaking to me anymore?

At this point, I thought I better double-check with a consumer rights expert, as by now I was beginning to doubt my own sanity. Maybe Pickabook are allowed to offer to deliver me a book, take my money for it and then just keep my money? Maybe I missed the meeting where pickpocketing was legalised?

A quick call with Sally at Consumer Direct confirmed, however, that I’m going mad and that, indeed, I am entitled to a refund and Pickabook are breaking the law by refusing to do so. Sally advised me to send the following by Recorded Delivery (this is the email version, which they completely ignored):

Pickabook Limited

Wolseley House

Oriel Road

Cheltenham

Gloucestershire

GL50 1TH

27 January 2010

Dear Sir/Madam,

RE: Order #s 271141 and 272949

I’m writing to ask for a full refund for these two orders, which I have not received. I am entitled to a full refund under the Distance Selling Regulations 2000 and as I have not received the books I have paid for and you have refused to refund me despite several requests by email, you are in Breach of Contract.

I expect you to give me a written response within a reasonable time – I suggest that five working days is reasonable. I will also send a copy of this letter by recorded delivery.

Yours sincerely,

Due to my deteriorating – and I should say, unrelated – health condition, I wasn’t able to get out to the Post Office for a couple of weeks, but within a couple of days of posting I got a reply.

Et maintenant, mes amis, la pièce de résistance:

Pickabook pay up

Don’t worry. I won’t be ordering from you again. Cheeky bastard.

I made this up. The bit about the pickpocketing. Really.

On Tue, 2009-12-22 at 12:59 0000, Pickabook Customer Care wrote:

Dear David,
I have looked carefully at your situation. Of the orders we have despatched to you, you seem to be advising that the following orders have not been received –  269985 despatched 11th October, 270164 despatched 13th October, 271141 despatched 30th October and 272949 despatched 27th November. Each of these orders were despatched as individual items via Royal Mail Second class post. None of these items have been returned to us which is the usual procedure when Royal Mail are unable to make a delivery.
We are been trading now for over ten years and have used Royal Mail throughout this period to make our despatches. We have never had a situation arise such as yours before and have no other customers in your area reporting delays or non arrivals of their orders. As this seems to be a problem specific to you in isolation, I will need to pass the claim onto the relevant authorities.
Please can you confirm by return of email that you are stating that four out of the five despatches we have made to you have not arrived so I may make my report to Royal Mail?
Regards,
Susie

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It’s Just A Ride. Today a young man on acid realized that all matter is merely energy condensed through a slow vibration, we are all one consciousness experiencing itself subjectively, life is only a dream and we are the imaginations of ourselves. Here's Tom with the weather. Bill Hicks

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