Tag Archives: Consumer Service

Only Child continues consumer agitating– Rogers Cable TV and Day-Timer

Only Child  rests before doing more battle with companies screwing the consumer

Only Child rests before doing more battle with companies screwing the consumer

My consumer agitation and advocating continues. Every week I pick up at least one more company or government agency to add to my (s)hit list.

The Rogers Cable TV saga continues. Last week the tech service guy showed and because the service had kicked back in again before his arrival, he did a cursory check of the TV, digital adapter box, cables downstairs (just stared at them) and the outside box on the brick wall. He said the problem was because Rogers is doing the final upgrades for all digital service and went into a rant about one area of Toronto’s (not my area) service disruption and many calls from the apartments in that area.

Wrong diagnosis. The past weekend the cable service went again – from Friday until yesterday afternoon (Monday). Friday I phoned yet again and complained and after insisting, I  talked to the same supervisor of two weeks ago. He said it was not service upgrades but a street problem if more than one person on the street had the problem. (I had already phoned Tanya next door). I told Richard the supervisor that the service was fine across the street as I had also checked with a friend there. He figured it was a loose old cable or maybe one where some water got in. He said he would try to escalate my Monday appointment (for later Saturday and/or Sunday) but that didn’t happen.

Monday afternoon two tech service guys showed up and said there had also been a call from No.9 on my street and they figured it was something in the cable over the end of the backyard behind No. 5.

Do you think? I had been hammering at the techies who came before to check the damn cables at the end of the backyards because I figured it could be there. None of the other two listened to me. Hey, I’m just a customer, not a techie, so what do I know? Turns out I was right. These two guys did check out the back cables – they were there for some time – and  checked right across the back of our properties. They said maintenance would be called in and service should be 100 per cent within 48 hours, although there could be a bit more disruption before then. But as I had not service when they arrived, one of them fiddled with the cable going into the digital adapter box and got the service working.

It was nice to be able to watch some TV last evening. So far I’ve missed Blue Bloods, The Mentalist, Once Upon a Time, Grimm, Heartbeats (or parts of them), Bones and a new Christmas movie. I got about $21. and some odd cents off my bill I just paid. And I pulled the senior card and am getting an extra $10 off each month for a year. The bill I paid last week was less than what I paid when I first moved here 15 years ago. It’s the least Rogers could do.

I was ready to go to Rogers head office in midtown Toronto and picket.

The latest consumer issue is the Day-Timers I have been ordering annually for at least 25 years from the company of the same name. The Day-Timer company  used to be in Niagara Falls and now they are down in Florida – at least the call centre is – that I think may be new this year. And the company has the nerve to still call themselves Day-Timer Canada? Well, they are out of stock of my standard order and won’t have more in until January 8 and it will take up to two weeks to get shipped to me. By tortoise I presume. They offered me a choice of a couple of other similar Day-Timers (one Day-Timer per month and similar setup of two pages for each day) both now in stock. I didn’t like the first choice and the second one only a little better. I kicked up a fuss about all this so they are waiving the shipping charges. While the guy was getting this all set up I did an online search of Staples (who used to carry Day-Timers but at a higher price) but they don’t anymore. So I went with second choice and no shipping charges.

But I’m not happy. I don’t recommend doing business with Day-Timer of any country. If you are a company carrying appointment books and planners it kind of helps if you have plenty  in stock to get to the customer before the year starts.

And before anyone tells me to go online for my calendar/planners – been there, tried that. Don’t like it. Not having a smart phone or any other kind of cell plus, I’m not online 24/7 – by choice. Throw in what the Day-Timer guy said. My particular planner sold out fast this year because more people were ordering them this year.

So technology apparently isn’t ruling everywhere.

No wonder I’m cranky24/7.

Cheers.

Sharon A. Crawford

Only Child Writes

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Filed under Consumer action, Daytimer, Only child, Rogers Cable TV Service

Only Child faces more worries and snafus

Only Child and her late dad on the veranda of 139 where Only Child grew up

Only Child and her late dad on the veranda of 139 where she grew up

Last Saturday was wasted dealing with worries and snafus, including a new one – the cable part of the cable TV not working. Late Thursday evening the picture started breaking up on four channels but not on the rest. One program showed fine on the US station but not on the Canadian station doing simultaneous airing. The cable TV tech department booked an appointment for Saturday between 4 and 6 p.m. but put me on a waiting list for anything sooner.

Saturday I had to go out to deal with another house repair/replacement issue, so called the cable company and they sent someone right away. He fixed it but it took him over two hours because he couldn’t find one end of the cable in the basement (I didn’t even know a TV cable was down there as previous cable tech visits had concentrated outside or with the TV in the living room). So this clown decided he would have to drill holes in the inside wall (living room) and the outside brick wall to set up the new cable there. He got the permission form which I signed but he didn’t and got to work. After he drilled four close-together holes in the inside wall, he had another look downstairs and found the other end of the cable. He told me and when I asked about the holes he’d drilled he said he put an electric outlet cover there. He also made a mess with the foam insulation in the basement laundry room but did vacuum upstairs in the living room. I seldom fill out surveys but filled out the automatic one that comes when you phone the call centre – the comments section was where I “blasted” the technician’s work – but I kept it factual and polite (although I threw in the “senior’s card”).

The errand to deal with the other issue – replacing the defunct window air conditioner turned into a customer service mess. I had done some online research but I like to see the air conditioner up front. I had already checked out Home Depot but wanted to see what else was available before buying one. So off to Canadian Tire as they are supposed to carry one brand of vertical window air conditioners. Also there was some indication they do installations.

It was like a civilian version of Keystone cops or Keystone-like service snafus. I talked to four employees (when I found them). The first staffer said “oh we don’t do installations” and gave me the wrong aisle for air conditioners – at least none were there – the ones on sale (not vertical) were at the front and I finally found them with a note for installation to call an 800 number or speak to staff. I was there so staff it was. Canadian Tire’s customer service is both for returns and product information with one clerk handling a long line up of customers with returns. I asked a couple of other staffers who were up at the counter for other things. Both phoned the person responsible for the air conditioning section. No one arrived. Then I nagged another clerk, explained the situation and asked to speak to the manager. He looked for him, returning a couple of times with a progress report. Eighteen minutes later (he counted) he returned and said he hadn’t found the manager, this wasn’t acceptable, gave me his first name and an 800 number to complain about the manager. Of course, you can probably only get someone on weekdays. News flash. I work weekdays, albeit from home and resent any house-related problems I have to dealt with then. But I’ll call sometime this week. Guess where I won’t buy my air conditioner.

A friend said that nothing is perfect in this world. But I know there are too many screw-ups caused by too many people. And if you mess up – at least where it concerns others – you should be held accountable – one way or the other.

I certainly don’t remember my parents having to deal with all this nonsense but maybe that’s my child’s view and remembrance. I do remember for plumbing problems that Ken, a friend of dad’s from his work area (geographically), would come and fix the situation, although Mom, Dad and I had to listen to Ken sing opera. That might be why I’m not a fan of opera. But Ken recommended a carpenter to build our rec room and he did a good job. One shoddy job – after Dad died (he had been the house painter and was so good he is still the benchmark for excellence here), Mom hired a painter who did a so-so job… and spilled paint on the front lawn which killed that spot of lawn. But whenever the TV needed fixing we called in a repairman and he came in and fixed it.

One good thing – the friend mentioned above – removed all three of my old computer and printer equipment (she rolled them up the stairs; I helped her carry out the heaviest one into her van’s trunk). She hauled them away to the recycling depot.

At least the water meter installers/retrofitters can’t complain about space to get to the water meter. They better not.

Cheers.

Sharon A. Crawford

Only Child Writes

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Filed under Consumerism, Family and Friends, Help and Support, Home and Garden, Life demands, Mom and Dad, Only child, Problems, Responsibility, Sharon A. Crawford, Uncategorized, Worrying