Home Depot & Viqua: Amassing Waranty Service!

Two weekends ago the power supply for my TrojanUVmax UV filter just stopped working, for no apparent reason. I went through all the troubleshooting steps in the manual - still kaput! I disconnected it and brought it home with me, confident that with a five year warranty I was looking at a no cost replacement.

At first I thought I was about to get the warranty run-around between the manufacturer and the dealer. You see I purchased the UV unit through Home Depot online. The manual and warranty stated I should call Trojan, which turned out to be Viqua, a Trojan subsidiary. So call I did.

I didn't wait long on the phone and I was speaking with a a real person at Viqua. A polite fellow, Marc, took all the details, serial number, part number, and asked where I got it. Then I got a bit worried. He stated that it was their policy that all warranty requests need to be processed through the dealer from which I purchased the unit, in this case, Home Depot online.

So I went to the Home Depot website, searched and found a telephone number to call. After another short wait I was greeted by a spunky gal, in customer support at homedepot.ca. Discovering that I have purchased the unit almost a year ago, she informed me that Home Depot only handles warranty returns only for the first three month.

Then I got a bit concerned! Was I about to go into warranty limbo, tossed between the various supply chain players?

I was then pleasantly surprised when after being put on hold for a time, a long time actually (I was getting even more worried), the Home Depot gal came back on the line. She had been speaking with the Viqua people, Marc to be specific, and had solved the issue, right then and there. Marc would be calling me back with a solution.

Sure enough, Marc called two days later, and said they would be replacing the unit, but that it might take a bit as they were low on parts, but expecting a shipment by the end of November. Then I was put on hold... Turned out it was a worthwhile wait, as Marc informed me they had been able to find one.

Marc then apologized that I would be responsible for the shipping cost for me to return the damaged unit but that I would receive a new unit ASAP. I was pleased to pay for the shipping!

ASAP really did mean ASAP!

I packaged the damaged unit up, and after giving Canada Post $11.99 sent the registered and insured package last Thursday - late in the day.

I was totally surprised, and delighted to no end, when I received the new replacement first thing on Friday morning. Now that is ASAP service! The two packages must have past each other in the system...

I quickly opened the box to discover that Vique had sent the new model of power supply as a replacement. Basically does the same thing but in a nicer, more user friendly format. On further inspection the power cord was not in the package - I had sent the one I had with the damaged unit.

I quick call to Marc at Viqua, and the problem was resolved - a new power chord would be sent ASAP - and again it was - Monday morning it came! Plus Marc emailed me the manual for the new model.

This is how service should be!

Here are my observations:

1) Both Home Depot and Viqua took responsibility
2) Home Depot took the lead resolving the impasse, but Viqua delivered
3) It was fast!
4) The people were very pleasant and very service oriented.

As a result, both Home Depot and Viqua (Trojan) will have a fan and champion - I tell everyone about my great experience.

Coming Up:
This weekend I am up to the Cottage - the task at hand is to continue installing the basement bathroom: vinyl floor, toilet, plumbing for the shower and sink. Subsequent trips will address: installing the shower stall, the molding for the baseboards, door and window, and also a cover for the basement jack post.

Related Posts:
Creating Clean Water at the Cottage
;-)

Dale's goes to the Dark side...

Brad Dale had warned me, but driving up on Friday night I was startled to see that Dales Home Building Centre had become Dale's RONA Building Centre. The change was even more pronounced when I visited Dale's the next morning to pickup some plumbing materials. Not only was the big blue sign up on the front of the store but very pronounced inside the store. Brad and his father Bobby, and all the staff were proudly wearing RONA gear.

My initial feeling was not positive as my dealings with the RONA store closest to my home (Innis Road in Ottawa was and continues not to be great (see previous post). This local store is filthy, the staff surely, the inventory is poorly organized and the prices seem on average to be more expensive. My wife won't join me when I go tot he store. The Home Depot across the road from it is the exact opposite: clean, well organized, great prices and the people are on you like flies to help...

But then I remembered that the biggest reason I selected Dale's Building Centre was because of the owners. They run the store superbly! They are friendly and always willing to help and suggest alternatives. I simply get great service.

I know that the great service will not disappear because they have switched to RONA. In fact after speaking to Bobby Dale, the owner, it is clear that by moving to RONA he actually has his customers best interests in mind. He feels the prices will be lower, the quality higher, and the speed of deliver faster.

I'm sticking with Dale's...

I believe that the quality of the store has everything to do with the owner or manager of the store.

I'd be interested in your opinion of service in the building materials industry, and the various suppliers - what has been your experience with RONA?

Ringing Around the House with Walls

Over the weekend we were able to frame all but one side of the cottage. The following pictures illustrate various views of our progress as you move right to left or counterclockwise around the floor.

Our progress is illustrated in the following pictures, starting with the east wall in the left picture. The east wall has the bathroom window. The wall next to the lakeside wall will have the wood stove.


The lakeside wall with the large picture window. I posted a picture of the view it will provide in the previous post.





This is the garden door which open up onto a big screened 12 x 12 octagonal deck with a gazebo like roof. The garden door will be 6 feet in width, and open fully to expand the living space dramatically. I can't wait to be enjoying a cold one sitting in there!








The rough opening for the kitchen window in the west wall. With large casement windows this will catch the westerly breezes and flow them through the cottage. Moving around the corner you can see the opening for the front door in the partially framed southern wall.

6 Criteria to Consider when Selecting a Building Material Supplier

or...
And the Material Contract goes to...

Today I finalized the supplier for the building materials for the cottage. The winner is Dale's Home Hardware Building Center in Otter Lake.

I have been working closing with Brad Dale at Dales Home Hardware finalizing the last few items. While his quote for almost all of the materials was relatively equal to his main competition at Home Depot, his quote on the Roof truss system was way out of whack with that of Home Depot and a quote I obtained directly from a roof truss supplier. And by out of whack I mean it was almost twice the price.

Brad was a bit curious himself so he had a few 'discussion' with his supplier. The result was that they agreed to not to match the Home Depot price to beat it by roughly $100 dollars.

Now, with almost identical price quotes I determined that the the Home Hardware would be the best overall, based on the following considerations I now deem very important:

1. Price
It is important to drive the best price, but there are other considerations, as long as there isn't a big difference say 5% then the other issues are as important, perhaps become more important. Beware the low ball bitter. Sometimes they are too literal in pricing your materials list, leaving out important elements. for instance for s steel roof, make sure the bit includes all the various metal connectors that are required, those 'extras' cn often skew a price by 10% or more, if they are not included.

It turns out that that the Home Hardware quote was very close to the Home Hardware quote so the following issues became important factors.

2. Service
How has been your experience with the supplier through the bidding process. Did they take you materials list and bit it directly? or did they take the time to understand what you are trying to do? Did they suggest alternatives? Did they suggest ways do reduce the cost?

Your experience with the supplier before you buy is often a good indication what kind of service you are going to get after or while you buy.

Home Hardware, Brad Dale specifically, was very interested in understanding my project and suggested many alternative options and materials.

3. Delivery Flexibility
Any number of things can cause the building schedule to change such as the weather, a missing helper, and heaven forbid a person catastrophe of some sort. Gee! maybe I have even over estimated how long a building task may take and the schedule goes faster.

Home Hardware is close to the Cottage, about 2 kilometers, with a weeks notice, sometimes less, I can make significant adjustments to may delivery schedule.

4. Materials Storage
I will be building from a far. That means I will be building my cottage on extended weekends and a few weeks in which i will take vacation. Security of my materials is paramount. The construction site will be unlike most - there will not be constant constant presence of workers to discourage a thief. Hence I need my supplier to store materials until I will need them, delivering them just in time - as I need and can immediately use them up. If the stud, or the truss, or the engineered floor joist is nailed down it is very difficult to steal.

Home Hardware is willing to keep my ordered material in their lumber yard until I need them. They will even do this for materials that they have sourced from a third party like the roof trusses. In fact the trusses are likely to be delivered well in advance - a month before I need them.

5. Ad Hoc Materials Needs
I am expecting that my materials list is not perfect. I am sure there will be the occasional time when I need that extra stud, or box of nails, or whatever I didn't quite consider or measure right. Without a close source of materials, the project could grind to a halt while that now key piece is sourced and delivered.

Dale's Home Hardware is only 2 kilometes away. I can easily go get the missing material or call them to deliver it.

6. Payment Flexibility
I will be getting, receiving and hence purchasing materials on a weekly, maybe some weeks on a daily basis so having a convenient and fast fast way to pay will reduce the frustration. Plus I may need to send one of the building team, my wife, Lucie or one of my sons to get the material. having a means to address these issues just materials it easier to spend time building rather than dealing with logistics.

At Home Harware, Brad suggested setting up an account and listing all the people that can purchase on the account. I can pay the account weekly or monthly as the balance grows.

For those of you that have been following the quote contest the final point score is :

Home Hardware: 5 (WINNER!)
RENO: 0.5 (complete)
BMR: 0 (complete)
Home Depot: 3 (runner up)

Dale's Home Hardware Building Centre is found on Highway 303 just as you arrive in Otter lake, Quebec:

Material Quote Status... they are dropping like flies...

Oh I forgot I to tell you, I received a voice message from the head of the contractor's department at BMR (Building Materials & Renovations) last week. He confirmed they have misplaced - let's call a spade a spade - LOST - the request for quote and set of plans I left with them. ...and in this words, "would I be so kind to bring around another copy".

Not likely! Plans are not inexpensive! So I have written BMR off the list and assessed them a minus 0.5 (-0.5).

So the running score is:

Home Depot: 3
RENO: 0.5 (complete)
BMR: 0 (complete)
Home Hardware: 1

NOTE: I am moving primary residences this weekend so posting will resume earlier next week...

NEXT: Coming up next week

• Getting the permit
• Getting the foundation started
• ordering materials (maybe

Project Status

Gee!
There is actually a bunch of people following my blog, and a many of you have asked for an update of where I am at in terms of the project:

The Cottage Plans:

• The plans have been adjusted to take advantage of the unique features of the lot - mostly the slope
• The tentative location of the rooms in the basement have been added to the plans.
• The location of the plumbing necessary for installation prior to pouring the basement floor have been determined.
  

Material Quotes:

• Material list created
• Request for quotes made to 4 major lumber yards and one truss company

Foundation:

• If you have been following my initial plan was to build a permanent wood foundation
• However, the lateness of the snow melting, and a realization that the cost differential is not as big as expected, I am changing back to a poured concrete foundation
• I think this is much to the relief of my sons and wife
• So I have made a request for quote to two local contractors in the Otter lake and Shawville areas:
• Doug Zacharias Trucking - I have used Doug in the past to put it the driveway and clear my lot
• Mickey McQuire Equipment Rentals - who was recommended by the engineer doing my septic system report

The Septic System Engineers Report:

• This is required now in order to get the building permit
• Peter MacIntosh, out of Shawville, has been contacts and faxed with all the particulars
• He and I are now waiting for the snow to melt so he can get on the lot and do his thing
• The snow is reported to still be two feet but Peter hopes to be out there late next week.

Building Inspector:

• I called the inspector on Friday to alert him
• He will be working with Peter the septic engineer
• Rick, the building inspector, stated that he could pretty much issue the building permit the next day after receiving Peter's report.

The Construction Plan:

• I am using a project management software to understand the interdependencies of the work and to schedule the necessary resources
• I have three sons who will be helping so they now know when they will be needed at various stages of the project - and of course negotiate...
• My wife, Lucie, also has been able to schedule me around her Golf
• I have the GANTT chart printed and up on the wall.

There should be a fair amount of activity this week:

• Foundation Quotes
• Material quotes
• Roof Truss Quotes
• and hopefully the septic report!
  

BMR Matereials Quote Update

I also called BMR (Building Materials & Renovations) on Friday as I had noticed their number on my telephone. They hadn't left a message the both times they called but I thought I should call them.

Another telephone journey nightmare. I went through the main desk, the lumber desk, then a contractor sales person and finally to the head of the contractor's department. Bottom line no one have heard of me or my request for a quote.

I described the material quote and the attached plans to the head honcho at the Contractors department, and finally a gleam of hope appeared. He said "Oh! yes! I think Sergio was working on something like that. --- let me investigate and call you back."

As you can guess I didn't get a call back on Friday!

Score remains:

Home Depot: 3
RENO: 0.5 (complete)
BMR: 0.5 (I resisted adding a minus 1 tot he score)
Home Hardware: 1

Finally a Word from RONA...

Well after waiting almost three weeks, I decided to call RONA, if only to give them a piece of my mind on Friday.

I called the main number and asked for the contractor's desk, and got to a cashier. I politely explained that I was looking for a quote on the material list I have left... She said " Oh! you need the contractor desk..." duh!

After weaving through a few more people I was finally connected to the contractor desk, and speaking to the head cheese at the time, I got the message "Oh yes, I emailed that to you a week ago". I obviously didn't get it in my email, but giving them the benefit of the doubt I suggested that it may have been spammed out and asked to have it resent... "But sir it was just an alert that your quote was ready, now you just need to come in an get it".

In my glee that I was about to get my first materials quote I said "Great I will be over this evening to get it!"

So Friday evening, and at the contrctor's desk, I get a blank look from the lady at the desk. Essential saying 'Gee! I haven't a clue where to look'. Fortunately the head cheese, linkely anticipating that the off commercial hours staff were 'clueless', said to direct them to look in the centre island location and look for an envelope with my name on it.

Well Madam Clueless, proceeded after my passed-on directions to pull out almost every file folder on the 'center island'. I became privy to the building plans of several to become customers of RONA, before finally my file was discovered.

With the quote in hand I proceeded home, after a detour to the grocery store, two in fact, eager to crack open the quote.

While RONA won the honours of the first to get me a quote it turned out to be wanting in a number of respects. The major issue with the quote is that they picked and choose what items they quoted on. The only basis seemed to be what was easy to quote. The biggest item missing was a quote for the roof trusses - a key component.

I guess RONA should get some points for responding the fastest, however, everything else was a disaster. Perhaps we will give them a half a point - just to indicated that they did play in the game - but perhaps a different game, or league than the rest...

You will understand if I don't call them back...
"The Canadian How to People" - give me a break, I am embarrassed to say they are a Canadian company...

So far:
Home Depot: 3
RONA: 0.5 (out of the game...)
BMR: 0.5
Home hardware: 1

Material Quotes: an Update

Well if you been following the saga, I have given a request for quote to four suppliers:

• Home Depot (two weeks ago)
• Rona (two weeks ago)
• BMR (one week ago)
• Home Hardware Building Centre (one week ago)

Here is an update:

Home Depot called yesterday to first apologize for being tardy but also to ask a few questions abut the material list.

BMR I know has called because their telephone number is registered on my home phone - twice in fact, and I suspect once on my cell phone. However, they never left a message. I will call them on Monday.

No word from RONA.

No word from Home Hardware but we had a good meeting over the material list last weekend so I wasn't really expecting a call.

So the score so far is:

Home Depot: 3
BMR: 0.5
RONA : 0
Home Hardware: 1

Coming up this week:

• Call the septic system engineer to get him in to do the survey
• Call two contractors for a quote on the foundation
• Touch base (call) the building inspector
• Find a electrician

It's beautiful... Even with all the snow!

My wife and I drove up to the cottage lot today. It was a beautiful day, and a beautiful drive. The temperature is about 12 degrees (C) and sunny. The drive takes about an hour and fifteen minute but it took a little longer, as we enjoyed the drive, catching up on all the changes that happened over the summer.

We thought that the snow fall had been less but when we got onto the lot it was three feet in places... I appreciated that I brought my heavy winter boots!

We walked on to the lot from the access road as the snow bank by the road was five feet high making it impossible to drive on - even my SUV can't negotiate that! It was a beautiful sight. Quiet, sparkling, and the air smells clean. We did have to clear snow off the shed as it was feeling the pressure under the three feet of snow on it.

We paused for a lunch break sitting on the tailgate of my Jimmy, waving at our neighbours as they passed by.

On our way back we stopped at the local Home Building Center, and discussed the quote I needed. Brad Dale, Bobby's son, who now works at the store was very helpful.. In reviewing the plans and the material list he asked all the right questions. Furthermore, he was very forthcoming on suggesting a number of trades people in the area that I could use for the various aspects of the project: electrical, excavation, gas, and drywall.

Overall I was very happy with the service. I should get a quote near the end of next week.

Coming up: In the next week I will be revealing the comparative quotes, and progress towards the foundation contractor.

Quoting Wars: Home Depot 2; Rona 0

I promptly received a call this morning from Mark Leger who is the supervisor at the contractor desk at Home Depot. It was a pleasant call. He asked a few clarifying questions, and then addressed two issues in the request for quote.

First he suggested that he not quote on the sections involving items that require choice, if fact he was very intuitive and further to say that perhaps these are items that would require my better half in the decision making process... as if us men ever have a choice when it comes to picking styles and colours! Rather he said he would concentrate on the construction materials.

Secondly, he suggested that would not be in my best interest to insist on a 90-day quote guarantee as lumber costs are dropping, so I would miss out on any savings.

He thought that I would have a quote by Friday.

No word from Rona - enough said...

The bottom line is

• Home Depot: 2
• Rona: 0
• Home Build Centre: n/a (they haven't received the RFQ yet)

Coming up: I am traveling up to the cottage lot this weekend for two reasons. First to check out the depth of the snow and how it is melting so I can gauge when operations can start. Secondly, I need to visit Bobby Dale at the Home Hardware Building Centre in Otter lake to start the quoting process with him.
;-)

$70K + You would thing they would be scrambling for my business...

It never ceases to amaze me how some businesses do everything in their power to turn customers off.

Just back from dropping off my request for a quote at the local Home Depot and Rona stores. They both can't handle these requests on weekends both stated that they only handle that during week days but they both said they would pass them on to the manager at the contractor desk on Monday - and I would be called! Gee I hope so... an order of $70K plus is up for grabs...

The Home Depot fellow at the contractor's desk said that he would look at getting to the quote first thing on Monday, after the weekend madness. I actually didn't expect an instant turnaround because I know they will need to call out for various sub-quotes for floor systems, roof trusses, etc. But the fellow immediately started to look at the material list and started to ask a few clarifying questions. I was pleased that he was eager to get at it. Well the weekend madness beaconed his attention so we agreed he would call me on Monday with further questions.

I left Home Depot with a smile - actually a stayed a bit to have lunch in the Harvey's which is inside the store -- I had a 'Gary's Burger"... ;-)

A little less satisfying was my experience at RONA. What really floored me was before I left the "lumber" Desk at Rona the fellow at the desk slipped in that a $100 fee would be required for the quote - which of course would be refunded if I actually purchased with them. Gee I guess they think they are doing me a favour or something... I promptly replied that perhaps Rona really didn't want my business after all! The fellow curtly said well the contract desk will call you on Monday...

I and my wife spent a about an hour walking around in RONA - it had been a long time since I had been there - and I just wanted to get updated on the kinds of brands and materials that they stocked for future reference. Unfortunately, my previous impression of RONA was only strengthened... RONA could learn a lot from Home Depot. I left with the following perspective:

• Rona is generally more expensive ( you see I had already did a preliminary costing at Home Depot the previous weekend - that is why I know it is going to cost me about $70K) Yes there were a few, very small few, number of products where Rona was marginally lower in price - but not many
• The place is horribly disorganized, and a mess. I was looking to price some woodstoves and the chimney accessories, and while I new where the general area the product were in, when I got there I almost passed it by. The aisle was so cluttered it obscured the things I was looking for and until I did some acrobatics thought they didn't have them
• The place is filthy! My wife said she was afraid to touch anything as just about everything was covered with a thin film of dust. As we left she said to me "I feel like I need to take a shower!"

It is amazing what some businesses will do to reject your business.

THE SCORE: So far Home Depot 1; Rona 0

I mentioned in an earlier post that I will be getting 3 quotes. My experiences with Home hardware will be coming soon. That store is located near where the cottage is to be built so I need about an hours drive to get there. That will a future story here...

Getting the Material quotes...

Armed with the material list, details for the exterior windows & doors, and a copy of the architect drawings, I am off to start the quoting process.

I also created a supplier cover sheet where I listed a few quoting rules like:

• Substitution of materials - I listed a few brand names for materials
• Location of the construction site - so they know where they are delivering
• A delivery schedule - I grouped the materials in to delivery lots because I don't want materials sitting around for itchy fingers
• How to contact me
• Return of the plans - they are damned expensive and in limited supply
• The quote must be valid for at least 90 days

I have chosen to get three quotes. The lucky suppliers are Home Depot, Rona and Home Hardware Building centres.