Sunday, January 27, 2008

Staples - Free Paper for Inkjet Cartridge Offer

Location: Ontario, Oakville
Industry: Technology
Company: Staples

Staples is offering to give you a free pack of printer paper for every empty inkjet cartridge you turn in.

I went to the Oakville store (Dorval and QEW) and they said the offer had expired. After wandering around the store, I found the current flyer outlining the offer.

After waiting in line (again), I showed the flyer to the clerk and he agreed to honour it. When I complained that the packs he handed me were torn and damaged, he said "What do you expect for free?"

Great customer service!

Friday, January 18, 2008

Dairy Queen workers' hijinks on web shock owner: The mooning video

Location: Newfoundland and Labrador, St John's
Industry: Restaurant

Source: CBC News

Check out the video here:

The owner of a St. John's Dairy Queen franchise reacted with disgust when informed of an internet video that showed his employees goofing off on the premises — in one case mooning through the drive-thru window.

A worker at a St. John's Dairy Queen dropped his pants at a drive-thru window, in a phone video posted to a Facebook group. (CBC News)

A camera phone video posted in December to a Facebook group involving employees of the Topsail Road Dairy Queen shows some of them cavorting in the empty restaurant.

In one scene, an employee drops his pants and bares his bottom outside the takeout window. Then, he does the same before the camera.

"Oh man, you gotta wipe that now," a co-worker advises him, apparently in vain. The employee continues about his work, without — at least immediately — washing his hands.

The video also shows a snowball fight behind the counter, where food orders are prepared and served. Christmas decorations are visible in the video.

Messages posted by former and current employees also made comments about the questionable handling of food at the restaurant.

Franchise owner Albert Buott reacted angrily to the video when informed of it by CBC News.

"Good God almighty," he said. "Where's my managers? Who's allowing this to happen?"

He described the employee hanging a moon outside a drive-thru window as "disgusting," and said he would investigate.

Shortly afterward on Thursday, the video was removed from the Facebook group.

A provincial food inspection official said dropping one's pants behind a restaurant counter is a health-code violation.

Inspectors, as well, will be contacting management at the Dairy Queen restaurant.

Wednesday, January 16, 2008

Canadian Tire

Location: Ontario, Sudbury
Industry: Retail
Company: Canadian Tire

I had brought my car in to have my roaders and barrings looked and and possibly fixed, i had left for an hour then when i came back the mechanic told me it would cost me 950 to repair my car, i was shocked and i didnt understand, he told me i needed 4 new tire and a new rim on the left front side. I then asked him if he had looked at my roaders or barrings and he said no, he then said he could not look at other parts of my vehicule because he had already seen damaged parts that needed to be fixed i then asked to speak with the manager, the maneger was extrmely rude and told me i was a danger to everyone on the road and needed new tires, i did not dissagree with the man i just wanted my barrings and roaders looked at first, i was very dissatisfied with the service, i was then charged the 30 dollars for the mechanic looking at my car, even though i did not even get a brake expection or my raoders and barrings looked at.

Lies, problems, no service, no follow up - Customer Service the Future Shop way

Location: Ontario, Mississauga
Industry: Technology
Company: Future Shop

This is a copy (99%) of an email I sent to the Toronto Star today regarding the "fun" I have had of late with Future Shop:

On December 24, 2007 I went on line to order some of the boxing week special items at Future Shop. My desire was to order a replacement fridge, stove, washer and dryer … stainless steel for the kitchen appliances, and plain white for the laundry pair. I had planned on the Maytag laundry pair, a GE stove and an LG fridge.

That night was the night that the website e-commerce portion crashed. I spent three hours that night waiting and watching (and reading the increasingly frustrated rants of other customers on the FS community site). Eventually I was able to order the fridge and the stove, but not the washer and dryer.

I went to my local FS the morning of December 26 to order the washer and dryer. At the time, I asked that the delivery be set to coincide with the fridge and stove delivery, although I did not know what that date would be. The order was placed by the sales associate. He asked about the pedestals for the pair, and I indicated I needed to check on space first. A delivery charge was added to the order, similar to when I ordered the other two items on line. The salesperson indicated that this could be reversed when the delivery happened. Delivery was scheduled for January 3, 2008.

I returned to the store on December 27 to inquire about the pedestals. I was told by the same associate that they were not in yet, but that I could pay for them to get the best chance of having them show up. They could not be sure that the pedestals would be delivered at the same time as the washer and dryer. I paid for the pedestals, with the salesperson putting the order in after reviewing my original order.

I returned to the store on January 2 to check on the status of the pedestals, and was told that the hoped for delivery of the next day would not be possible. I also at that time had the delivery rescheduled for January 15 (including the pedestals), and added on the option to have my existing washer and dryer taken away, for which I paid $40.

I went to my local FS again on January 3 in the evening. I wanted to change the fridge that had been ordered on line to a larger (and more expensive) one. I waited for 15 minutes in appliances with no-one showing up, then hunted down a cashier to assist. She paged someone (Chris) to appliances; I waited another 10 minutes with no-one showing up. She then went to hunt someone down. The person who came back indicated that they could order the fridge but could not do anything about the one ordered on line … I would have to call customer support (CS) for that. I declined ordering from him, as I wanted to make sure that I did not end up with two fridges. The timeframe for delivery was between noon and 9 PM; the associate said that a more definite time would be provided to me in the pre-delivery call I would get the day before.

I called that night to CS and spoke with a person (Chad, employee xxxxx). They indicated that if I placed the order on-line they could put the cancellation order in. They were also going to update the requested delivery to be January 15 so that all items would show up the same day … thereby providing a single delivery charge (I was now up to three of them – one for the washer/dryer, one for the fridge/stove, and one for the replacement fridge) and making sure I did not have to reserve two days for the delivery. I was told this should be possible. The CS rep said he would contact me within 3 to 5 days to confirm all of this, and indicated that the credit to my card for the cancellation would take 7 to 10 days.

By Saturday, January 12 I had not heard from the CS rep and was getting worried. I called in (waiting about 20 minutes again for someone to pick up) and spoke to another rep (Ruth, employee xxxxxx). They indicated that the cancellation for the first fridge had not been put through, that the second fridge was scheduled for delivery on January 21, and that they could not be sure that the replacement fridge could be changed to be delivered on the date of the other deliveries. She said she would put the request through. I expressed my extreme displeasure … it got me nowhere.

I received a call from the delivery company the night of January 14 saying the delivery was going to be as planned the next day. They could not tell me if the replacement or original fridge was being delivered. They also indicated that they could not give me a better idea of the delivery time (despite what the sales associate said). They gave me a number to call in the morning to get the better idea of the delivery time.

I called the number they gave me at 10 AM – I did not speak with anyone, but had to leave a message. I did so, giving my name phone number and street name and asked to be called back. No one called back.

No one had showed up by 6 PM so I called through again. The person I spoke to said it was out for delivery, and should be there by 9. Shortly after 9 PM it had not arrived, so I called the number again … no one was there – they closed at 9 PM.

A little after 9:30 the delivery truck showed up. It had the original fridge on it (not the replacement). The pedestals which the salesperson had ordered were also the wrong ones – I had ordered a Maytag set, and the pedestals were for a Whirlpool set. The delivery and installation person indicated that they would NOT work for my Maytag set. Therefore, I declined the fridge and the pedestals. Oh yes … and they did not have notice that they were to take away my old washer and dryer … I showed him my sales receipt for it and he then took them away.

So … the summary:

- The salesperson in store ordered the wrong pedestals for my set.
- The on line CSR did NOT cancel my original order as he had promised
- The on line CSR did NOT arrange for the delivery of the replacement fridge on the same day as the other items
- The salesperson in store (or someone) did not make sure the delivery company knew to take away the old washer and dryer.
- I have been charged 3 delivery charges
- The charge for the cancelled fridge is still on my credit card
- I did not get a clearer timeframe for delivery on the pre delivery call
- The call the next morning to ask this was left ignored with no call back, despite my request to get a call back.
- The call just after 9, by which time the items were to have been delivered, was unanswered as they were closed … I do not understand this – how do you find out if the delivery was lost, delayed or something else if you cannot get through that night?
- I had to go back to the store to get a credit for the pedestals – another 45 minutes out of my day. They could not yet process the credit as they needed to email / call with the warehouse. They did credit one of the delivery charges (their's, but not the web site ordered ones). The salesperson told me that the pedestals would work fine … that they are from the same company. Given the choice of believing someone who delivers and installs them versus someone who works in a store, I chose to decline this and have the cancellation and credit to my card processed.

The entire process seems to be set up to serve the profits and needs of Future Shop with little concern for the customer. From what I can see, there are 4 parties involved in my orders – Future Shop (the store), Future Shop (the website), the delivery arranging company, and the delivery company. None of them seem to communicate with each other.

I find it astonishing that I could have received such consistent poor service, pack of lies, mistakes in ordering and delivering, and lack of response.

I would love to hear what Future Shop has to say about this, and what they can do to satisfy my level of upset. Regardless, I can guarantee that I will never order something from either Future Shop or Best Buy that I cannot carry out of the store… this process was just too damned painful and time consuming.

Mike G. from Mississauga

Monday, January 14, 2008

Rogers Customer Service

Location: Alberta, Medicine Hat
Industry: Telecom
Annoyed By: Rogers Wireless

Accepting Responsibility I would like to relate the following as a warning to those who expect some compassion or understanding from Rogers Wireless.

1 year ago my family moved from Nova Scotia to Alberta with our 7 young children & and a family friend who wanted to better herself. Arriving in Medicine Hat I decided as a family we needed to keep in contact and got a Rogers Family Plan with 4 cellphones. 1 for my wife, 1 for myself, 1 for the children & 1 for our friend with the understanding that all she was required to do was pay the bill. She lived with us, and my wife being the manager of a large national store gave her employment.

My first bill came to over $600 – the sales reps had given me unclear and inaccurate information concerning minutes on our plan, and after contacting Rogers they agreed, reducing the bill by $200 and putting us on a more appropriate plan.

I continued to pay the bills on a regular basis, receiving no money from our friend after repeated requests. For months this continued to the point where I eventually stopped paying her portion of the bill and contacted Rogers who told me that because the contract was in my wife's name we were responsible.

Eventually this friend's bill was $1400 calling Nova Scotia on a nightly basis. I informed Rogers on several occasions and refused to pay her bill. Eventually Rogers cut us off, even though I had paid the bills for the remaining family 3 phones & contacted Rogers explaining the situation.

The friend returned to Nova Scotia, Rogers sent me a letter stating they had bought out our remaining contract and we now owed $2800, and put it in the hands of a collection agency, just before Christmas 2008. My wife has an otherwise spotless credit history – to keep it that way I went and got a loan ( paying $3500) and paid this ludicrous bill.

I know and accept that ultimately with my wife's name on the contract we are ultimately reasonable, but Rogers could have shown a little compassion before Christmas time – they ensured my 7 children did not get what they wanted from Santa. I have this friend's cell-phone, her numbers, friends & family of her in Nova Scotia, would not be hard to prove in a small claims court, yet Rogers would not believe me nor were they interested.
I am now considering pursuing through small claims court.

Chris Ware