I bought an actual croissant that had been turned into a lamp by a Japanese artist who I found on the internet and she sent me a small bag of croutons made from the removed bread to make the lamp as a thank you and
MAN, WHAT A TIME TO BE ALIVE
Kate Klonick
14.8K posts
Kate Klonick
@Klonick
Law Professor and Journalist • Online speech & governance, cogsci & AI
- I had a Very Bad experience with @Hertz over Thanksgiving. This is what happened & the letter I wrote. We are totally fine, & our Thanksgiving ended up wonderful, but I suspect this is a fraudulent business practice, & I want to give it visibility for those who don't or can't.
- Can I just state, on behalf of everyone everywhere whose mother KEPT HER MAIDEN NAME, how incredibly sexist it is that we assume "Mother's Maiden Name" is so secretive and hard to discover that it's a completely acceptable secondary form of identification.
- Me, starting Internet Law class w/a joke: Guys, the last time this course was taught here the cutting edge case was Napster! [blank stares] Me, horrified: Wait. DO YOU KNOW WHAT NAPSTER IS? [sheepish shaking of heads] Me: I'M ONLY 34 I CAN'T ALREADY BE THAT PROFESSOR
- Replying to @KlonickThe final page. Also, heads up to Contracts law profs if they want a fun little issue spotter.
- Replying to @KlonickHonestly did not write this up and post this letter for myself. I really did it because this was not just poor customer service or bad logistics. It was extortion. They had the cars, they wanted me to pay more for them. They said that to me at least 6 times.
- Replying to @KlonickUPDATE: I received a call a little after 5pm ET today from an executive customer service rep from Hertz's corporate office. They refunded me the entire amount I requested on my credit card. When I asked how I would have ever resolved this if the tweet hadn't gone viral...
- Replying to @KlonickTL;DR Hertz refused to honor our contract, we had to call 20+ times, were hung up on 6 times, were 2 different locations that couldn't help us on our own dime, tried to make us pay $1800 for a new rental 4 times, and ended up making us pay $500+ over quoted price for a bad car
- Replying to @KlonickA number of their employees shared that this happens all the time, and I suspect it is by design to force higher payment when customers are most vulnerable. I also suspect the Kafkaesque customer service is part of this.
- Replying to @Klonickgiven that the only number I had left me consistently without recourse, and their complain form gave me an internal server error when I tried to use it. She gave me an "executive" email to use for the future and said they endeavor to serve all customers equally.
- The First Amendment protects Twitter from Trump. The First Amendment doesn't protect Trump from Twitter.
