and the award goes to...

New Water Plumbing

is presented the award

for being the Suckiest Company of the Year 

(and perhaps the decade...does the decade go from 2000-2010 or 2000-2009 and then start again at 2010?)

Yes, it is only July and I can already tell you that they are, by far, the worst company I will have dealt with by the end of 2010. Why? Because they are liars. Deceitful, dishonest people.

It all began a couple of weeks ago when my kitchen sink clogged the week before I was going out of town. Time was limited between work and getting ready to leave. I called in New Water Plumbing, whose vans I often see parked outside my condominium. Normally, I would do some research, ask our building manager for the low-down, but again time was limited. A quick check of their website said they specialize in condominium and apartment plumbing. I called for a quote and was told they charge $115 for the first hour, $35 per half hour after that, plus materials.

So they come in on the Thursday (we're leaving Friday morning), and I get a call from my husband asking if they had quoted me for a tool charge. Um, no, I told him. Just deal with it. When I got home, I asked what had gone down. So apparently, they wanted to charge us $36.50 for a "tool use" because a snake is a specialty tool for a plumber (this is news to me). My husband refused to sign the order, called in and talked to their service department. They refused to resolve it with him. By the time I got home, it was already 8pm and we still had to pack, so we sent their service department an e-mail:

From: N
Sent: Thursday, June 24, 2010 8:56 PM
To: 'rick@newwaterplumbing.ca'
Cc: B
Subject: Service call at XXXX

Hello Rick,

We had a service call today to unclog a kitchen drain. Afterwards, we were provided a work order which noted a charge of $36.50 for Tools. This was explicitly excluded from the quote provided by your dispatch team. The team quoted us $115 for the first hour and $35 for each half hour after that, plus materials costs. Materials, in my mind, does not include tools needed for a trade. A material is something that is necessary to make a repair and that is retained. This charge is the equivalent of calling a carpenter and being asked to pay for his saw. Unless he is leaving his saw with me, I am not paying for his saw. The plumber did note that this was a tool cost, not a materials cost. If we had been properly informed that we would be charged for tools, which effectively increases your actual rate, we would not have called you in. This misrepresentation is not a satisfactory way to do business.

Furthermore, when we provided the credit card number before the call, we were told it was for the reservation, not to authorize payment. This is an unacceptable business practice if you charge this to our credit card, as we have not approved the amount and have not signed the work order.

We hope to resolve this issue with you amicably on Monday, or I will be discussing this issue with our condominium’s property manager and board of directors. Please call my wife at XXX-XXX-XXXX on Monday morning.

Thank you,

So, there was no call on Monday. I called in Monday at 4 and was told he was already gone for the day. I got a chance to call them on Wednesday morning at 8am. He was in a meeting, I was told, and would call me when he finished. No call by noon, so I called back. Oh yeah, he was talking to someone about that this morning, but now he's gone. I asked: there is no possible way to contact him at all? So they said they would call him and have him call me back within an hour and a half. Still no call. Then it was the July 1 holiday (Canada Day). Up until this point, we had not been charged. Then last night, I found that they had charged us for the full $159.08 (1 hour of work at $115 and $36.50 for tools). So Tuesday morning, we sent another e-mail:

From: N
Sent: Tuesday, July 06, 2010 8:01 AM
To: rick@newwaterplumbing.ca
Cc: B
Subject: RE: Service call at XXXX

Hello Rick,

My wife has made several attempts to contact you without any response. If you continue to ignore our inquiries, I will be reporting your poor business practices to the media.

When my wife called your customer service department last Tuesday to follow up on my e-mail (below), she talked to Jaime. He again told her that the charge was because the snake is a specialty tool. That is a ridiculous claim, as when we placed the service call for a clogged kitchen sink, even I, who has no plumbing knowledge, knew that you would require a snake to fix it. If this charge is standard, as it is starting to sound like from your staff, then we should have been informed when we asked about the cost. Furthermore, it is not a “material” as said before.

Your refusal to respond is unprofessional and unacceptable. I expect this matter to be dealt with today or I will be contacting VISA to dispute the charge.

Again, the number to reach my wife today is XXX-XXX-XXXX.

Thank you,

So less than an hour after this, I get a call. I think they don't actually know how to read. It says to contact his wife, but he still asked for Nick. Then we got into it:

Richard: I already spoke with your husband, which is why I didn't call you back.

Me: But the issue was not RESOLVED.

Richard: I was on holiday last week.

Me: That's a lie. I called last week and they said you were in the office in a meeting.

Richard: This is a standard part of our billing. I'm sorry our dispatch team did not tell you about it. We have to charge because the tool costs $800 plus maintenance and we have to recover that cost. Other companies build it into their rate, so they charge much more.

Me: Yes, but then at least the cost is upfront. I spoke to 2 different dispatch members - once to get the quote and the second time to book the service call, and both did not include that cost when I asked. It sounds like you're trying to deceive people. 

Richard: Well, we need to figure out a resolution. We could split the tool cost.

Me: No way. The only resolution I will accept is to not be charged the tool cost, since it was not ever presented to me until after the job was completed.

Richard: But when I spoke with your husband, he said that splitting the tool cost would be fine.

Me: No he didn't and no, it is not. I will only accept a refund of the entire tool cost.

Richard: Fine, I will refund the tool cost just this once.

Me: Fine. Because I would never call you back here again, you asshole. 

Just kidding, I didn't say the last because sentence. I just thought it in my head.

What a horrible way to do business. So that is why they win the award for being the suckiest company of the year. 

Peace out,

B

Note: My conversation with Rick is not verbatim, as I did not actually record it. It has also been shortened here as there was a lot of back and forth. My suggestion to anyone dealing with the same issue: be firm or go to the press. Some light needs to be shed on how badly they do business.

the BEST fast drying nail polish ever

Today I am here to go on and on about one of my favorite products: Seche Vite Fast Drying Top Coat (www.seche.com).

It is amazing. In 15 minutes flat, your nails will not only be dry, they will be durable. I can do my nails, and literally walk out the door to work or for a night out. I have chipped them against my keys, against my seatbelt, against my pockets. Only when I have not waited the 10 - 15 minutes have I had smudges or dents in my nail color.

Con: really hard to find in Canada. If you live in the US, it's available at Sally Beauty Supply and Ulta.

It also comes with a warning that has made me do a little research. It "contains a chemical known to the State of California to cause birth defects or other reproductive harm." I have seen the online blog debates, but research into the ingredient list has shown me that it is most likely toluene that causes this warning. Toluene can cause those side effects if you inhale its' fumes for long periods of time. (Note: I cannot scientifically attest to this, as I am relying on online sources, but I feel confident that as long as I don't sniff it for long periods of time, I'm good.) Of course, when I left a bottle in my car and it froze and broke the bottle, leaving my car smelly for a week or so, that probably wasn't so good.

However, for use on your nails, just make sure you use it in a well-ventilated area and I think you're good. I used to live in California, and they're a tad bit lawsuit-crazy, thus the warning.

I hope you all enjoy this wonderful product. I even take it to my manicurist and make her use it.

my first complete rant (no positive thoughts today...)

I am a teacher. A non-conventional teacher. My hours are not 9-5, and not even 9-3. I teach classes in the evenings from 4:30-8. I do not teach regular curriculum, but a specialized one (okay, one positive thought today: I love my job). I get to interact with roughly 100 kids a week, and while that may seem like a lot, they each are special to me and they always make my week special, either by teaching me something or by making me smile. Each class of 20-25 kids I have is different and brings something different to my week. This leads me to my rant: people who think I do nothing during the day.

1. Teachers have to plan. In fact, because I only get 1 1/2 hours a week with my class, I really have to plan to make sure I don't waste a precious minute. My curriculum may be set and standardized, but that also means I have to make sure my job gets done in that hour and a half. This requires some forethought.

2. Teachers have to grade. I ask you all: DO NOT UNDERESTIMATE YOUR ELEMENTARY TEACHERS. Many people make the assumption that just because grade 3 work is easy that it is not difficult to grade. Let me correct your thoughts. I currently teach grades 3-6. In grades 3 and 4, there is more volume, but the material is easier. However, there are also more projects because projects are fun for kids. These projects require much more time to grade. In grades 5 and 6, there are less assignments and each is longer. Don't think any teacher's grading is a walk in the park. It all requires a lot of thought and takes time.

3.Teachers keep connected with parents. In a world of instant access and e-mail, connecting is not something that can be ignored.

4. Teachers do things outside of the classroom. They help coach extra curricular activities, they contribute to the well being of the school, they assist the principal. They are also undergoing continuous professional development.

The hardest part about being a teacher is the lack of stability. My job requirements change every week, and while this is part of what makes it so great, it is also what makes it so hard. Many people do not get that. So I ask you all, have you recognized all the hard work of your kids' teacher?

In addition to all of that, I am a woman. And despite sociologists' studies about gender equality over the last decade, many household duties still fall upon the woman. I cook, I clean, and I help care for 3 elderly people over the age of 75 (my grandparents).

So to answer all of you who are so quick to jump and ask: what on earth do you do all day? I work. I work on improving our next generation. I work on keeping standards high in education - unless you want to hire someone who can't add 6+5 or who spells before as b4. I work on helping children feel successful, so that they can have self-confidence in their own abilities. I work on keeping parents updated on their kids' progress, so they can see into a part of their kids lives that they may not have time to monitor. I work on improving my own skills, so that I can give my best (isn't that they only way to expect my students' best?). I work on nurturing my own family, because families are the lifeblood of my occupation.

Most addictive website EVER

www.freerice.com

This site lets you play trivia games (vocab, geography, math) and for every correct answer, it donates 10 grains of rice to the UN World Food Program.

Thank goodness it's all over!

After 3 weeks of waiting for 4 packages, I FINALLY have all of them in my hands...muahaha (sorry, evil laugh doesn't really go there, but the phrase "in my hands" seemed to beg for it).

Because I have a week's worth of work to do this weekend, but feel the need to procrastinate right now, I will share my love/hate relationship of the mail carriers/couriers with you:

1. My toilets: My toilet broke at the beginning of February. Unfortunately for me, I reside in a very old condo building that does not have your regular 21st century plumbing. So my toilet is not a regular toilet that I can go to Home Depot to replace (don't worry, it's not some freak alien toilet, just that the plumbing goes through the wall instead of the floor). Home Depot doesn't carry them in Toronto due to this city's goal to make everything and anything eco-friendly. Home Depot offered to special order one for me, but don't be fooled by their nice offer. They wanted $973 before taxes to get my special toilet. So after scouring online to find a better deal, I finally found it for half the price (even with shipping, taxes, and duties) on the US website faucetdirect.com. LIFESAVERS! So I ordered it and prepared to wait while the slow border customs people took their time. (Note: don't be grossed out by the length of time I had to wait for my toilet...we are fortunate enough to have 1 1/2 baths, so we still had a functioning toilet during this time.) After neurotically checking the courier's website to track my package, it finally told me it was in Toronto and that an appointment was required. So I called them up to make my appointment. And subsequently had to leave a message. That was Tuesday morning. I didn't hear back from them all day Tuesday and being the impatient person I am, I called them up again on Wednesday morning, pointing out that I had called the day before and left a message but no one had called me back. This is what I was told: Well, I can't do anything but transfer you to the appointment clerk. It has only been one day and it was just a long weekend. I'm sorry, but when did long weekends extend into Tuesday? Fortunately for you, I wasn't forced to leave another message and continue this rant because someone picked up the line after I was transferred. However, my joy was short-lived. After telling me they could come the following day, he then shocked me more than a courier company has every shocked me before: Will you have someone there with you? Why? I asked. Because we are only authorized to hand it off (at this point, he didn't say "hand it off" but used some fancy courier term I don't know and still don't know because he kept saying it and I kept saying, HUH?). After going back and forth like this for a few minutes, he finally explained, We are not authorized (read: paid) to deliver it to your door, just to hand it to you off the truck (not even lowering it from the truck on a fancy machine or old-school ramp. Me: But, but, but...but my building isn't that old! We have an elevator. There are no stairs. The shipper's website only said that I had to worry if there were more than 5 steps. I don't understand. Doesn't shipping it to me mean that it will be shipped to my door? We went on and on for 10 minutes or so and finally he said he would call the shipper to see if they would authorize taking it up to my condo. I asked him to call and let me know what they decided. He said he would only call if there was a problem. So I had to leave it at that and never heard back from him. So after getting back from work at 8:30 that night, I decided that they were indeed coming the next day and prepared to wait around all day for my package. Lucky for me, the guy arrived at 9:26 am, less than half an hour into my wait time! Unlucky for me, my super was PISSED. Why didn't you book the elevator? (Because they're just 2 toilets...not some massive piano that can't fit easily into the elevator. Because I didn't have to book it for my dishwasher and last time I checked, my dishwasher is bigger than my toilet. I could go on, but he was already rudely walking away.) Where are your renovation papers? (Well, the lovely C in my management office told me that it wasn't necessary because it wasn't really a renovation, but rather a necessary repair.) Ending on a good note though, he went to complain to the lovely C, who told him off (and we then scheduled my old toilet pickup for his day off to avoid more crabbiness from him). And another good note, the delivery guy was SUPER nice, delivering it where I wanted in my condo, waiting while I opened the boxes to check that all was okay before signing for it. My only question now is: why did they have to make the process such an ordeal?

2. B-day love from the family: So my family sent me a package for my birthday (Rare Minerals face care! TO DIE FOR!! <3 you guys). Since my birthday was the day after the long weekend (family day, none the less), I didn't get my package until afterwards. And I missed the delivery while at work. So I went to go pick it up the next day. And after waiting in line to get it behind the woman who wanted to get a moneygram but in a currency not available (apparently, she didn't understand this, but I heard the clerk say it clearly 4 times), and the man buying a box but stopping to ask in broken English if it was okay if he put the address on 3 different sides of the box (which astoundingly took 5 whole minutes), I was relieved I could finally get my package. But no, the woman behind the counter decided that the woman at the lotto checkout had been there first until I shoved my notice in her face and said CAN I PLEASE GET MY PACKAGE ALREADY? She tried telling me the woman at the lotto checkout was there first. Oh no, I said, actually I was here first (there were only those 2 idiots before me when I walked in), so I shoved my notice at her again and she had my package to me in less than 1 minute. Was that so difficult? Why don't we learn to prioritize? Don't you know that picking something up takes a lot less time than any purchase transaction? Get rid of me quickly and without stupidity when you have a huge line of people in your store.

3. Dell: Man, I hate these guys. My laptop power cord broke around the same time as my toilet (I know, great start to 2010). So I went online to get a replacement but couldn't. So I called them to get one. The guy took FOREVER taking my order, but I gave him the model number and the serial number of the computer and he told me it would be here in 3-5 days. So later that week I get a call from Purolator telling me a package for wdfoinasflnkv (that is not my name) had a package and would be available for pickup until a certain date. So I decided to ignore it, but when I was curious about when my package was coming, I went on the Dell website. Now, I had not been given a tracking number, but I had been given a customer and order number. So I thought, maybe I can look it up online, but the guy had not set up an online account for me. So I set one up. And it let me link my customer number and order number to my account. Where I saw my package tracking number. So I looked it up and saw that it was the package Purolator had called me about. So I went to pick it up (in the other end of the city of course), got home, excited to have power once again only to discover that they had sent me the wrong type of cord. After arguing with them on the phone about getting me a new cord ASAP (my post is getting too long for me to get into details), I finally sat down to wait for my new package. My order was listed on my account online, but I couldn't see a tracking number, just Information Unavailable - In Transit. So then I got a call the morning I was waiting for my toilets. They would come the next day to re-deliver it or it would get sent back (apparently, they said I should have gotten a call like last time, but I didn't this time). So I sat to wait all day for this package. Around 3:30, I once again got impatient and called Dell to get the tracking number so that I could call Purolator to find out where it was. Well well, lo and behold, they had already "been here" at 11 am and had left. I called and pleaded and must have sounded like a maniac because I did not want to have it sent back and start this all over again. They promised to contact the driver and call me back. Not just 1 person, but 2 people called me back and said the driver would return if I could wait until 5:30. I needed that cord, so I said sure. The guy did indeed return with my package. So now I have my power cord working and all is right in my world again.

Please note, I normally am not this neurotic and crazy, but I went through a period of mishaps with couriers in 2008 when my wedding registry was being delivered in pieces, and this brought forth many of those bad memories.

No more online orders for quite some time. I'm sick of wasting my time waiting for the mailman...

starting with a rave

As I sit down to finally enter the world of blogging, I decided it would be best to start off with a positive note. I apologize in advance for the caveman-like formatting (I am completely blog-illiterate). Seeing as I don't know anyone who will read my blog, maybe it won't matter...

In 2010, my favorite things so far are:
1. Container Store's cereal to-go containers = ingenious! Instead of carrying around 2 containers + a spoon, it's now all compacted into 1 container that fits in my cup holder.
http://www.containerstore.com/shop/kitchen/foodontheGo/foodContainers?productId=10022692

2. Pedicures where the pedicure chair gives you a massage. 'Nuff said.

3. The Bay department store: because they care about their existing customers. N's jacket broke 2 months after we bought it (not ideal when it's winter in Canada). The clothing company refused to answer my e-mails and calls, but after 3 weeks of non-response, I stopped by the Bay on a whim and asked if they could do anything about it. The Bay is fixing the jacket for us. They actually care about their customers. That made my day :)