borders books and music review: lack of customer service 4

Customer Care division
Corporate Office
612 East Liberty Street
Ann Arbor, Michigan

Dear Sir/Madam:

My name is Jerry Boyd Jones, and I have frequented Borders beginning with its first store in Ann Arbor, Michigan. I was stunned when the General Manager, Bobby Polsky, Borders, 1201 South Hayes Street, Arlington, Virginia said, “You need to limit your time in the store”. This statement has been repeated on several occasions. I asked some of my friends who are regulars in the store whether this statement has been extended to them and their response was a resounding no. Why?

I was cognizant, while I was browsing in the magazine and book sections that I was been watched. I have become immune to these surveillance activities. It’s apparent that my presence is a disrespected “sore spot” to Bobby Polsky. Racial profiling and intimidation continues to a critical issue of concern in this country. His deficiency in people skills and display of insensitivity toward individuals of other ethnic backgrounds has Borders sitting on a time bomb.

While completing the requirements for my Masters Degree, University of Michigan at Ann Arbor, I visited Borders 2 to 3 times per week. The ambience and the environment were conducive for me because I am an avid reader. The attached resume supports my stay in Ann Arbor.

After graduation, during my travels, I visited Borders in each city where I had an assignment. While working at the American Association of State colleges and Universities, DuPont Circle, Washington, D.C., I referenced the Presidents and Chancellors, Deans of Education, educators of America higher education institutions to purchase their research material and reference books from Borders.

A few years ago, the then Manager of Borders, Pentagon city, Virginia afforded me the space to display my photography exhibit, “Inside Africa”. The images in the exhibit were captured while I served as a missionary in the Republic of Liberia for five years. The local Television station WCBS-9 featured the exhibit on the evening and late night news garnering publicity for Borders. With enthusiasm, the Manager asked me to extend the exhibit for three months and I affirmed.

The images guided the viewers through the lifestyle of the indigenous population at the village level and highlighted all those activities that were critical to their survival.

I continue to be an avid reader and look forward Borders flooring a civilized and sophisticated general Manager.

As I continue to pursue this issue, I look forward to your response and best wishes to Borders.

Sincerely,

Jerry Jones

cc:

Bobby Polsky, General Manager, Borders, Pentagon City
Virginia

NAACP, Virginia Division
Equal Employment Opportunity, Washington, D.C.

Downloaded to Borders Customer Care

Attachment:

Jerry Boyd Jones
P.O. Box 25281
Arlington, Virginia 22202
703. 868.4101
jonesj22202@yahoo.com

PROFILE
Twenty years of successful experience as a project manager and technical adviser with both international and national educational institutions and organizations. Adept manager with considerable experience in developing, planning and directing international education projects, routinely advised and guided leaders of America ’s state colleges and universities. Formulated and implemented a number of strategic plans and international initiatives to restructure and modernized higher education systems always cognizant of budgetary constraints.
RELEVANT EXPERIENCE
►Routinely wrote and spoke on international education and development issues. Chaired the Committee on International Programs to set policy and program direction for the Association’s Office of International Programs.
►Worked directly with the South African Ministry of Education and developed training programs for female mid level managers to improve administrative skills aimed at efficient management of their respective institutions. Designed and directed projects that enhanced the living and study conditions of students in Monrovia, Liberia .
►Pioneered programs that established linkages between Vietnam, the American Association of State Colleges and Universities and its member institutions.
►Developed strategic vision plans and provided technical assistance to aid member institutions of the American Association of State Colleges and Universities in establishing linkages with foreign institutions in the Socialist Republic of Vietnam, South Africa, People’s Republic of China and the Association of African Universities; Accra, Ghana. Programs led to development of national “Guidelines to Internationalize the Campus and Curriculum”.
►Designed and wrote proposals for the American Association of State Colleges and Universities. Secured a one million dollar endowment to support and sustain the Japan Studies Faculty Development Institute aimed at training faculty members to infuse Japanese studies into the undergraduate curriculum.

CAREER HISTORY
Camera One International, Washington, DC 1998-Present
►Provides international education services to higher education institutions. Write and speak on international education and development issues. Capture digital and analog images for clients.
►Produced photography exhibition, “Inside Africa” featured on CBS affiliate television, Washington
►Displayed at Borders, Pentagon, City, Virginia
American Association of State Colleges and Universities Washington, DC [protected]
Program Manager
►Advocated for the support of international education via cooperative efforts with various government agencies including US Agency for International Development and the U.S. Department of Education.
►Chaired the Committee on International Programs to set policy and program directions.
►Organized and conducted workshops and seminars to better prepare faculty to train students.
North Carolina Central University Durham, NC [protected]
Sports Information Director
►Directed the public relations for the athletic department and managed a budget, supervised a staff.
►Disseminated sports information to the local, regional, and national media and promoted and presented athletes to professional leagues.
Foreign Mission Board Monrovia, Liberia [protected]
Missionary
►Directed projects that improved the infrastructure of education facilities including the construction of a water reservoir tower, power plant facility, road improvement, construction of a chapel and classrooms.
►Negotiated development contracts with senior Liberian government officials to expedite the timely completion of projects in Liberia .
EDUCATION/TRAINING
University of Michigan, Ann Arbor, MI : Masters of Science in Management
Jackson State University, Jackson, MS : Bachelor of Science in Physical Education

PROFESSIONAL ASSOCIATIONS

Black Photographers Association
National Association for the Advancement of Colored People
National Association for Equal Opportunity
Black Students Association
National Baptist Convention, USA Incorporated

I shopped at a local Borders store today. The store is closing.

When it was our turn to check out, the woman began ringing up our purchases, when HER CELL PHONE RANG. She looked up, said "I HAVE TO TAKE THIS CALL" and had us walk away.

We waited and another woman stepped in. She was moody. My phone beeped and I had received a Borders coupon.

I said wow ~ I just received a coupon. She yelled "You have to go to Farmington" over and over. No "I am so sorry we cannot accept at this location." Another woman stepped in and told us to leave. I signed the slip (should have walked and skipped the purchase) and yes, I threw it on the counter.

I asked woman #1 for her name (very politely). She refused to give it to me. I asked again. She refused and again they both were nasty.

I finally stated calmly, Ok I will describe you.

Good riddance Borders ~ No wonder I typically shop at Amazon!

Borders Books and Music is horrible. I am beyond disgusted with them. On February 22, 2011 I shopped at Borders Express at Fair Oaks Mall, in Fairfax, Va. The elderly cashier asked if I would like to upgrade to the Borders Rewards Plus program. Since I have been buying more lately, I figured why not. I like books, my family reads alot, etc. Well, she pointed out that on my receipt it showed that my account had been upgraded and activated in the system. So exactly one month later, March 23, I go to the Borders on Rte. 29 in Fairfax, Va. I purchase $30 worth of merchandise, including an $8 book that I bought for "children's donations". The cashier behind the counter scans my card, and asks me if I would like to upgrade. Uh, no thanks I actually already upgraded. Well, nope not in the system he says. So he calls over a frazzled looking "Manager" who double checks my card, and asks if I still have the original receipt. Which I did, but not with me. Anyway, she proceeds to manually give me the "discount" and instructs me to call "customer service, because sometimes the system doesn't work". After speaking to someone and being put on hold, repeatedly, that afternoon, I am promised that in "7 days the system will re-activate you, and here is a confimation # to reference"..So I call the Fair Oaks Mall store to confirm that I am not mistaken, and yep they do have record of the upgrade. Well, it's been 8 days, I just spoke to yet another customer service person, who informs me that not only has my membership been CANCELLED, they have also reimbursed me!? I have NOT received anything of the sort, which I told them, and told her to cancel the entire membership immediately. Yes, I realize that it's only $20, and no it's not a big deal in the grand scheme of things, but this is complete bull!

I didn't realize that anyone was still purchasing books at retail store like Borders!