Failing Enterprise Blog 2005-09

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The Admin talks about our online community

Tuesday, September 20th

I received another Enterprise Rent-A-Car Horror Story today.  It's too bad this stuff just continues on and on and on.

Web traffic seems to be picking up after a distinct lull after Hurricane Katrina.  It probably wasn't because 1% of the population lost power and Internet access, but because TV images of mayhem and suffering are a plausible substitute for talking about the mayhem and suffering at Enterprise on a discussion board.  I guess there's only so much people can take and flooded cars in New Orleans are more important than a flood of reservations without cars everywhere else.

I finally heard back from the Enterprise attorney (see blog for September 14th) about the threatening e-mail.  Thanks to those who sent in information and suggestions.  I'm concerned that it took almost four weeks to get a reply, but maybe they're still working on getting connected to the Internet.  We certainly know their inventory system and reservations system aren't talking to each other yet.

Wednesday, September 14th, 2005

After a week and a half in which Hurricane Katrina took a bite out of our traffic, things are again on an upward path.  I think the nation has just been glued to their TV's, watching the horror (and incompetence) unfold, and not feeling so eager to jump in on a web site to discuss the ongoing problems at Enterprise Rent-A-Car.  Sure, there is plenty of horror and incompetence at Enterprise as well, but it pales in comparison to the problems in the Gulf Coast.  I've never said Enterprise has a monopoly on responsibility-avoidance.

Several weeks ago, I received an e-mail from someone identifying themselves as an Enterprise employee, threatening physical violence because of my protected speech on this site.  I've forwarded it now twice to the Enterprise attorney I normally communicate with, asking her to disavow the threat and ensure I never hear from this employee again.  I have not yet received a response.

Attention Enterprise management / attorneys who monitor Failing Enterprise:  Does she still work there?  On vacation?  Decided a little threat of violence hanging in the air is best for our relationship?  Somebody please send a clue to comments2 ((at)) failingenterprise ((dot)) com.

Two new Horror Stories today, as well as some new Fan Mail.

Friday, September 2nd, 2005

Like a lot of people, for the last five days I've been glued to my web browser, watching the horror unfold in New Orleans and the Gulf coast.  Of course, the horror is magnified because every expert in the field (and a few concerned amateurs, like me) have been warning for decades that New Orleans was overdue for precisely this type of catastrophe.  Humans and their political leaders seem to be especially bad at managing risks that have small probabilities and grave consequences, although how small the probabilities were in this case is subject to some debate.

Nonetheless, I want to ensure I give credit where it's been fairly earned.  The Enterprise Rent-A-Car Foundation is donating $1 million to the American Red Cross Hurricane Relief Fund.  The company has waived drop-off charges for people escaping the hurricane, and employees unable to work due to home or branch losses will retain their paychecks and benefits.

Enterprise still has some very serious ethical problems that need to be addressed, in my opinion, and I wish they'd extend their compassion to their customers who are temporarily stranded in their branches every day due to intentionally overbooked reservations.  But here they've stepped up to the plate with Hurricane Katrina and taken some bold action.

My hat's off to Andy Taylor, Enterprise CEO, for doing the right thing in this time of need.

If the Failing Enterprise online community can help in any way, let us know and we'll deliver.

More on Enterprise car rental at the Failing Enterprise home page.