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
;-)

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

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

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.