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Archive for the ‘Service’ Category

Heinz uses ketchup packet idea created by Joe and I

February 5th, 2010

Ketchup PacketA few years ago my friend Joe Coffey and I sat down to eat some fries from the Ziggies van in Churchill Square and a mountain of ketchup packets.

When we were applying the ketchup we exchanged our annoyances with the design of standard ketchup packets.

Firstly, the packets never contains the right amount of ketchup. You always find yourself opening multiple packets.

Second, they always make a mess. You have to squeeze the ketchup through the rip in the corner. It’s hard not to get ketchup on your fingers.

We thought surely there must be a better design.

The biggest problem is affordability. Restaurants are not going to pay extra for a ketchup packet that is larger and cleaner. The current design is very efficient.

Joe and I thought of many options but narrowed it down to one perfect design. We shared it with a few people in the industry and it garnered a little excitement.

Unfortunately it ended there. We didn’t persue it any further.

Recently Heinz released a new ketchup packet design. It’s more or less the same design Joe and I created with some minor differences. Here is their new design:

Heinz introduces new ketchup packets

To read more, check out Heinz Ketchup Packet Makeover

GregPike.ca, Rants, Service ,

St. John’s issues snowclearing tickets on clear night, irks residents

January 6th, 2010

On January 4th St. John’s began issuing snowclearing tickets as promised. They advertised on the radio and on television. I rarely pay attention to either, but even I was aware of the snowclearing date.

All the same, 300 motorists found themselves with hefty $45 snowclearing tickets the next morning.

Needless to say,  many were not happy.

You leave your vehicle on the road overnight when snowclearing is in effect and you deserve a ticket. I agree with this. Otherwise we have messy streets in the morning because plows were unable to maneuver properly through them.

But 300 tickets on a clear night? City Council is just going out looking for people to ticket needlessly. Random sweeps are fine. The odd ticket for a violator will prevent people from parking on the road overnight. Obviously if it snows, nail them with a ticket. Otherwise, frig off.

There is no need to ticket so many people on a night where there was no snowclearing and the weather forecast indicated no chance of snow.

But if the city must ticket absolutely everyone with a tire on the road, then why not put the money they make to snowclearing?

In one night of ticketing they raised $13,500.00. Take out the expenses for ticketing those violators and you have a significant profit from one night’s work. Surely this kind of cashflow could be put towards improving the city’s dismal snowclearing efforts.

If St. John’s put as much effort into actually cleaning the streets as they do ticketing parked vehicles we’d have wonderfully clean streets.

Local News, Rants, Service ,

MEC goes greener… well, even more than usual

August 24th, 2009

The popular outfitters department store Mountain Equipment Co-op is well know for being a green company. From providing bike racks to building a self-sustaining prairie environments on their downtown Toronto department building, they have a track record for setting the green bar high.

Their latest store in Burlington, Ontario has taken going green to another level.

MEC - Hybrid parking onlyFor starters their white rooftop detracts heat from the sun while their rooftop windows provide free, bright light. Additionally there are two massive solar arrays that provide heat in addition to electiricy.

Water is collected from the roof from rain and snow and used for their toilets and there is special reserved parking for energy efficient hybrid vehicles.

The building is 68 percent more energy efficient than other department stores of similar size.

Part of that is due to their new air conditioning system. In so many words, they will be using ice to keep their store cool during hot summer days.

They are using a system known as Ice Bear. It’s essentially a refrigeration system that freezes water in a large cube and then distributes the cool air from the ice.

MEC acknowledges that there is certainly no ROI on investing in the Ice Bear. It is double the cost of conventional air conditioners. But it’s much better for the environment.

As a result of all there greener innovations they have been awarded the LEED Gold Rating.

From TheStar.com: Utilities warming to ice-storage air-cooling systems
From The Urben Country: Mountain Equipment Co-op Takes Home Gold

Business, Environment, Interest, Service ,

St. John’s street cleaning doesn’t clean up

August 20th, 2009

A while back I wrote an post jesting that street cleaning in St. John’s is a big money scam for the city to make money off of your parked cars.

Last night there was street cleaning on the street (and there will be again tonight). Most people on the street continued to park as they normally do, unaware of the ticket they were about to receive.

It absolutely kills me that the city does not provide more notification about street cleaning. If everyone is still parked in their usual spots, the street isn’t going to get cleaned, so why bother?

No other reason I can think of than money.

From GregPike.ca: Street Cleaning – St. John’s Biggest Money-Making Scam

Local News, Rants, Service ,

Street Cleaning – St. John’s Biggest Money-Making Scam

July 7th, 2009

Last night (and the night before) there was street cleaning on my street in Downtown St. John’s. I knew about it because shortly after moving in I got a street cleaning ticket (without warning) and I immediately jumped on the St. John’s Street cleaning mailing list. I also check the City of St. John’s website frequently.

But most people don’t.

In fact, I don’t think the city really cares about actually cleaning the streets. They send the street cleaners down the streets still lined with parked cars and put tickets on everyone’s windsheild. The streets don’t get cleaned. The city just gets paid.

If they were really concerned they would provide some kind of notice to residents and I am sure people would move their cars.

I know there is a mailing list, but I can’t say I blame the people who aren’t on the mailing list. They send an email every day and list every single street that gets cleaned. It’s a mess. You should be able to receive emails ONLY when the cleaning affects streets you are interested in.

I have said this before (about potholes and snow removal and sidewalk clearing) and I’ll say it again. I wish this city was more progressive instead of just reacting to each situation thrown its way.

Signs, flyers, or e-mails would be a great first step to getting our streets clean.

Local News, Rants, Service ,

False Verbal Contract leads Bell-Aliant to Bad Service

May 26th, 2009

Written by Jason Peddle

Bell LogoUntil today, I would have praised Bell-Aliant to anyone who asked. I use them for wireless, home phone, and Internet, and have recommended them above competitors to everyone who asks. That all came to a screeching halt today.

I was on a family mobility plan with my mother for the past five or so years. Two cell phones, separate contracts, one bill. My contract had ~20 months remaining and hers was over as of January (or so she thought).

I recently decided I wanted to upgrade to a smart phone. I did the research, picked a phone, and due to my positive experience with Bell, decided to stick with them. My mother offered to take over the final 20 months of my family plan contract and cancel her own, then I’d start a brand new contract in my own name. Three years, plus the cost of the phone. She would take my old phone.

We went to a local Bell-Aliant store and I explained the situation to the employee, who claimed it would be no problem. We filled out necessary paperwork and things went fairly smoothly. I was informed I’d have to pay a $20 fee to swap numbers on the old phones. Fair enough. I was then informed that to keep my own number and carry it to the new account, it would be another $40. So, $60 total just to swap the numbers around. I was really skeptical and taken back by such exorbitant fees to move a number within the same provider, but reluctantly agreed to pay it. I was also informed that the now abandoned account would still sit there for a month and I’d have to pay that as well. Another $35. Ouch.

After coming to terms with all the fees, I paid for my new phone and we left. The only thing we couldn’t do right at the store was cancel the account with the finished contract. We were told to do it over the phone.

Today we called customer service to cancel the phone and things took a turn for the worst. The rep on the phone insisted that the orphaned account could not be cancelled because it was tied into it’s own three year contract, starting May 4th. This was a complete shock. My mother insisted that she did not renew any contract, but Bell claimed that she made a verbal agreement over the phone to renew her contract.

What actually happened was she received a call from Bell telling her she’d receive a $250 credit towards a new phone if she renewed her contract for three years. She was led to believe she could go to a Bell-Aliant store, upgrade her phone, and sign on for a new contract. When she went to the store, Bell had spontaneously dropped the bonus to $200. Not being one to get duped, she said she’d prefer not to renew her contract. That was the last she thought of it, and was fully under the impression that the contract had never been renewed.

Bell had in fact started the contract immediately on the phone. I’m not sure how it can be possible for one to enter a contract without even knowing it, but Bell stuck by this contract as valid throughout our customer service battle to come.

She went back and forth with customer service but in the end got nowhere. They said there was a $400 fee to break the contract and there was nothing that could be done about it. We now had three contracts between the two of us, one which was tied to a placeholder phone number. How did the store not notice the account they were changing already had a contract, I’ll never understand. Two visits back to the store, dealing with several employees, a manager, and customer service again. This mostly led to the store claiming we needed to talk to customer service… and vice-versa. Repeat ad nauseam.

After a particularly futile phone call, I explained the situation very politely and thoroughly, and the rep just continued saying “The May 4th contract is a valid verbal agreement and is binding. There’s nothing I can do to cancel it.” I tried desperately to escalate the call, to get a manager, another service number, ANYTHING, but he’d repeat that statement over and over again.

I understand that verbal agreements are binding in Canada. We did not wish to get out of any services, or scam anybody. We both wanted to continue being serviced by Bell, and in fact wished to sign longer contracts with more expensive plans. Even so, no one had any interest in removing the contract that existed purely to cost us unnecessary money while providing no service in return. Even though we had no idea the contract existed, did not agree to it, were not told OF the contract when getting a new one, and were only getting the new one because the old was was over. What a mess.

We eventually ended up talking to the original employee, who conceded that the only way to make sense of anything was to cancel the new plan under their buyer’s remorse policy (pending less than 30 minutes use of the new phone), switch me to the May 4th commitment, and then separate the accounts. Finally, some hope. After lots of paperwork and phone calls, we seemed to be getting somewhere. I’ll admit, this employee was much more sympathetic and helpful than the rest of the people we dealt with. She even tossed in a car charger.

However, I was then informed it would be another $40 to move my number back again. To the account I paid $40 to move it from. Ergo, $80 total to return my number to the place it started when it shouldn’t have left in the first place. She did manage to get it waived, but the original $40 fee remains. It’s attached to a service I never did receive, but I’m tied to it anyways. In addition to that there’s a $25 fee to separate the accounts. A problem we wouldn’t have had if the bogus “verbal” agreement didn’t exist in the first place. I tried desperately to get these fees waived, to no avail.

I am disgusted by the lack of compassion and understanding displayed by customer service over this issue. It should not be possible to not know you’re agreeing to a contract with or without the promised incentives, and then duped into getting a new contract without being told you already have one. That’s ridiculous. We spent 10 hours today going back and forth with Bell-Aliant and each other trying to sort this mess out. I sure hope Bell doesn’t feel entitled to a useless contract with us because they crossed their wires. It’s money for absolutely nothing. I understand is first line service reps can’t handle these situations, but I was very understanding of that and simply wished to speak to someone who could help me. No one could. No one exists to solve these kinds of screw ups? That’s it? The customer foots the bill for Bell’s issues? Please.

I’m relieved that we shook one of the three contracts, but it was under very specific circumstances and the sketchy “verbal agreement” contract was never called into question by anyone we dealt with. I don’t feel this issue is fully resolved and until all unnecessary fees have been removed, I will not be satisfied. If anyone at Consumerist can suggest who to talk to next, I would appreciate it greatly.

 

UPDATE: Since this entry was posted a representative of Bell has followed up with Jason and his mother.  On her own time once the situation with Jason and his mother passed she contacted any supervisions she needed who had the authority to drop certains fees. Now all of their unnecessary fees have been dropped and they are happy, despite all the suffering they have endured.

Rants, Service

Amazing service at CafePress.com

May 15th, 2009

For Nerissa’s birthday I ordered her a cotton track suit from CafePress.com.  I only found it on Thursday night, three days before her birthday which was Monday. I pumped in some extra dough for shipping in the hopes that it would be in Newfoundland shortly after her birthday.

I go to work Monday, as I normally do and decide to go home for lunch. When I arrive I find a large package in the mail.

It’s her suit! How timely! It arrived on her birthday.

I give it to her and she seems to love it. She tries it on and the pants fit her perfecty but the top is very loose.

I email the company to see what they can do and here is their response:

Dear Gregory,

CafePress.com

I am sorry the item you received does not fit perfectly. I want you to be 100% satisfied with everything you purchase at CaféPress.com. I’m processing a replacement for the whole tracksuit in a size small since I’m unable to send just the jacket.  You should receive the replacement by May 29th. 

There is no need for a return! I do not want you to incur any additional shipping charges. Please keep the original as our way of saying thanks for shopping at CaféPress.com. If there is anything else I can do for you please let me know.

We hope we have answered all of your questions. If not, please chat with us now.(Mon-Fri)

Best Regards

How awesome is that!

And to top it off I sent them an email expressing my gratitude and they replied very timely with a very nice and personalble email to conclude the deal. It was such a great experience.

I also submitted this to I Shop and Tell.

Service

Kilmory Resort

March 9th, 2009

Nerissa and I went to Kilmory Resort for Valentine’s Day. It was a late Valentine’s Day, but we celebrated it all the same.

It was a great weekend. Very relaxing. The scenary was gorgeous.

The was one thing that was a little off though. We paid for a chalet with a fireplace a jacuzzi. We didn’t mind that the fireplace was a propane fireplace (we brought logs). We went to fill our jacuzzi ad once the water got half way up the tub, it turned freezing cold.

The next morning I went to the office to see if there was something we were doing wrong or if there was some trick to it. The lady at the desk told us that the hot water boiler only contains enough water for half of the jacuzzi.

Half the jacuzzi?!

She recommended that we fill half the tub, wait fifteen minutes, fill again until the hot water runs out, repeat.

This chalet was a four-person chalet. There were only two of us and there wasn’t enough hot water!

Aside from the inconvenience of the tub, the weekend was awesome. As I said, the scenary was beautiful. I could only imagine what it is like in the summer.

Kilmory Chalet

Kilmory chalet

Kilmory Scenary

Kilmory scenary

Service, Trips ,