Ranger Up - A Sad Tale of Customer Service Failures

As a veteran, I love Ranger Up's products. Sometimes their products make me laugh, while at other times their products make me proud of my time in the service. In fact, I wear at least one of Ranger Up's t-shirts every week. But my love for that company was seriously damaged when they completely failed again and again to fulfill a very basic order. To better understand what I mean, here are the details:

I placed an order near the end of November for three products that I wanted to give as Christmas presents to my son-in-law, who is a fellow veteran. Two weeks later, I received only one of the products, even though Ranger Up's website and email notifications claimed that the order had been fulfilled. I understand that mistakes happen, especially around the holidays, and I wasn't concerned because there was still plenty of time to rectify the situation. To that end, I tried using the contact form on Ranger Up's website, then I tried using the web-based chat on their website, then I tried sending emails to their customer service address, and I left a couple voice mail messages at their customer service telephone number. I heard nothing from all of these attempts. Once again, I understand that the holiday season is busier than normal, but still - I heard not the slightest peep from Ranger Up.

After several days of hearing nothing, I followed a friend's suggestion and I reached out to Ranger Up's Facebook account. To my amazement, I heard back in a few hours, whereupon I was informed that I needed to allow 2-3 business days for follow ups from Ranger Up's staff due to the holiday volume. (I had already done that, of course.) But I was assured that someone named "Regina" would follow up with me that day to get everything squared away.

But I heard nothing more that day. Nor the next day.

As I mentioned before, the missing items were meant to be Christmas gifts, and by that time it was already a few days away from Christmas. With that in mind, I reached out to Ranger Up's Facebook account again, and I informed them that I had already waited longer than their requisite 2-3 business days, yet I still had not heard anything from them - despite assurances that I would hear from them on the same day that I had contacted them through Facebook. I pointed out that in order to receive the rest of my order in time for Christmas, Ranger Up would have have to ship my remaining items by 2-day mail. The following day I received an apology for my order "falling through the cracks," and I was assured that Ranger Up would ship the rest of my original order via FedEx, and Ranger Up would cover the additional shipping costs. (Just to be safe, I bought my son-in-law a couple extra gifts.)

A day passed, then two, then three... and eventually Christmas arrived - but still I had received nothing from Ranger Up. On the day after Christmas, I received an email that my order was finally on its way. By this point, I didn't hold my breath.

I'll spare you the additional details and cut to the chase - the remaining items from my order arrived today. FIVE. DAYS. AFTER. CHRISTMAS. More than a week after I was assured that my order would arrive in time for Christmas, more than two weeks after I first contacted Ranger Up to let them know that there was a problem, and more than a month after I placed the original order, which for any other company would have been plenty of time for the holidays.

At the end of the day, I'm a realist; I completely understand that things go wrong. And I'm patient; I do not call companies and scream at people who are trying to do their jobs. And in the grander scheme of life, missing a couple gifts for the holidays is a really small thing; I have my health, I have a wonderful wife, I have great kids, and I have cute grandkids.

But all that being said, Ranger Up failed. Big time. Again. And again. And again.

On Ranger Up's contact page, they proudly proclaim the following:

"From August 26th to 5 January 2016, Ranger Up used a third-party partner for customer service and fulfillment. During that period of time many orders did not get fulfilled and many customers were ignored. Those days are over. We will get back to you within 1-2 business days, and we will remedy all issues to your satisfaction. We learned the valuable lesson that no one cares about our customers as much as we do and we look forward to being us again in 2017."

From my perspective, it seems as if nothing has changed; my order was not fulfilled, I was clearly ignored, I did not hear from Ranger Up within 1-2 business days, and they certainly did not remedy any issues to my satisfaction.

Ranger Up's website also proudly proclaims the following: "Founded by veterans with an ethos forged by service." I'm not sure how things work in the military now, but in my day a soldier who demonstrated that level of failure again and again would have had his butt kicked over and over until he learned how to do his job.

Political and Civil Divisions

A little while ago, one of my friends posted the following meme to Facebook:

obama-divisions

I have to say, I disagree with that meme. To that end, let's look at the past four decades of US Presidents:

1976-1980 President Carter narrowly won his election; he made mistakes in office, and took ownership of his mistakes.
1980-1988 President Reagan won both of his elections in massive landslides; he made mistakes in office, and took ownership of his mistakes.
1988-1992 President Bush Sr. won his election in a massive landslide; he made mistakes in office, and took ownership of his mistakes.
1992-2000 President Clinton won both of his elections due to fact that the Conservative vote was split between the official Republican candidate and Ross Perot running as an independent Conservative; without Perot's interference and hubris, the official Republican candidate would have defeated Clinton in either election. Nevertheless, Clinton made a lot of mistakes in office, yet he and his wife spent their entire tenure in office claiming that: 1) they didn't remember making any mistakes (even when caught), or 2) everything was a "vast right-wing conspiracy" pitted against them. In short, the Clintons did not own up to their mistakes; they blamed everything on their opponents, which created the foundation of the division that we now see.
2000-2008 President Bush Jr. narrowly won both of his elections, although the first several months of his first term were wasted on the incessant whining of the DNC and Al Gore, which dragged the country through a never-ending stream of recounts and wasted millions of taxpayer dollars, and furthered the climate of division that was created during the Clinton years. Nevertheless, despite years of being mocked by the press, Bush Jr. took ownership of his mistakes.
2008-2016 President Obama won both of his elections by a wide majority; he made mistakes in office, yet he largely followed President Clinton's example by blaming others for his mistakes - although never to the same degree as the Clintons. However, President Obama created a great deal of additional division by refusing to become involved in a myriad of press-manufactured riots that occurred during his tenure in office; there was never a President more situated to step in and request that everyone involved lay down their arms and cease fighting, yet he did nothing - thereby proving once and for all that his Nobel Peace Prize was a farce. That being said, the Obama presidency was also marred by the continuous promotion of Liberal agendas that Conservatives find anathema to common sense, scientific thought, and basic morality; this created additional division, to the point where some pundits now consider our country engaged in a "Cold Civil War."

It is unmistakable that the roots of political division within this country were planted firmly during the Clinton years; both preceding Presidents (Reagan and Bush Sr.) were elected to office in massive landslides and therefore had the support of most of the country behind them. When those Presidents made mistakes, they publicly took ownership of their mistakes. However, they were superseded by a serial liar/rapist who only won both of his elections because the Conservative ticket was split between two candidates running in parallel, and Clinton spent his entire tenure in office shifting the blame for all of his mistakes to someone else. The flames of division may have been fanned into a bonfire during the Obama years, but they were ignited during the Clinton years.


UPDATE: To be fair, I should add a note that the president from 2016-2020 was also a serial liar/philanderer, who also barely won his election, who also constantly shifted the blame for his mistakes to others, and who also created a great deal of additional division. If there was a bonfire of division during the Obama years, there was a raging inferno of division during the Trump years.

Burning the Candle at Both Ends

I tend to work late. A lot. Most of the time, in fact. I have done so my whole life - even during my years in the Army; despite being required to show up for formation around 6am every morning, (and therefore rolling out of bed at 5am), I still stayed up until 2am almost every night. It's simply the way that my brain is wired, I guess. To be honest - it often feels as though I'm living two lives at once, although I know of no other way to live.

That being said, it's not healthy. And I know that. I have written blogs about my experiences with Essential Tremors, and a lack of sleep makes my struggles with that disease so much worse. And yet, night after night I find myself back at my computer slogging through another list of issues that I feel I should have resolved a few days earlier. I just cannot seem to turn my brain on and off according to some other schedule - even if that schedule is being dictated by the rotation of the planet.

Out of frustration with my personal dilemma, I penned the following:

If you burn a candle at both ends
To slave throughout the night
It illuminates your toils
To your struggles brief respite

But its glow is a deception 
And does not dilute your plight
Its candescence will soon wither
As shadows reclaim their right

Two flames convey no solace 
For despite their pretty sight
Candles last for half as long
When they
burn with twice the light

burning-candle-both-ends


(H/T Edna St. Vincent Millay)