For the last 11 years I’ve been taking my 91 Jeep and all 240,000 kilometers of it to Mountview Jeep for service. They’ve kept the old heap running like a top. They’re a family run business and it shows.

When I called yesterday to make a service appointment they told me they’ve been sold. Not sure what it’s going to mean, but they’ve been bought out by a big dealer, so my guess is the changes won’t be for the better.

Oddly, their web site doesn’t say anything about the changes. One staffer there told me that because no-one knows (yet) if they’re going to have a job or not with the new owners, people have been leaving in droves for other, sure-things. They’ve been told some of them may be kept on, but who and how many won’t be known for a week or so yet.

Time to find a new spot.

Last week, after our fabulous experience geocaching, we decided to buy a map enabled hand held GPS unit.

Here’s the short story.

Whatever you do, do not buy one at Canadian Tire.

Here’s why:

I admit it, I was in a hurry.

We’d done our homework and knew we wanted the Garmin 60C.

We quickly checked the web for availability and that our local Canadian Tire Store (North Vancouver) had one in stock.

We trotted down only to discover the sporting good counter to be a total mess of boxes, papers, and assorted detritus – and no staff person to be found. We pushed the electronic call button. After 20 minutes, someone finally showed up.

We told him what we wanted and he pulled out the box and away we went.

Customer wait time = 21 minutes. Time spent with customer = 1 minute.

The next day was Sunday, and while looking for some information on software for the unit (the clerk at CT didn’t have a clue about any) I came across my new favourite store, Deakin Equipment.

Not only did they have software, they had the same unit for 50 dollars LESS, plus a 25 dollar one-time coupon. These stores are a 10 minute drive apart.

What I should have done was return the GPS at CT and buy the one at Deakin. It was a Sunday, and Deakin was closed.

My son Matthew had noticed a ‘price gaurantee’ sign at CT, so I called, they said said YES, just bring down proof of a lower price.

So off we went again.

15 minutes in line at Customer Service, and we’re told that the guarantee is only if you show them the lower price BEFORE you buy something.

Huh ? I look up at the guarantee sign directly in front of me. It’s posted on the wall. It doesn’t say that.

I point out this anomaly to the clerk. Besides, I had called first and was told they would honour the price guarantee.

She checks. Yes, ok, we’ll make an exception.
And exception ? At this point, I’m finding customer service to be a tad customer annoying.

Here’s the exact text of the sign (I made them give me a copy)

Price Match Guarantee
Canadian Tire will match any competitor’s price on an identical item AND give customers an extra 10% of the lower price in Canadian Tire “money”.
The competitor’s lower price must be verifiable (advertised price, flyer, phone call, etc.)
Whether an item is ‘identical’ will be determined by looking at:
– product features
-brand/manufactuer
-model/size/volume
-warranty

Any questions over whether an item is ‘identical’ will be resolved on a case-by-case basis by the Dealer, Store Manger, General Manager or other appointed Manager.
The Price Match Guarantee program applices to compitor’s regular and sale prices.

Exceptions to the Price Match Guarantee program are:
labour, competitors’s clearance, bankruptcies, volume discounts, mail-in rebates, wholesale prices not available to the general public, live goods, web-based competitors, propane tank refills.

Thank you for bringing this item to our attention. Your assistanace will help Canadian Tire price our products more competitively.

So, the clerk takes my credit card and refunds me my 50$.

“But wait” says I, “What about the 10% extra in Canadian Tire money.”

For those of you from away, CT money is worth par at CT stores. This is going to be almost 45 dollars I can spent right here, right now.

Another pause from the clerk. She looks at me like I’m a complete idiot.

She tells me I do not get the CT money because I used a credit card to pay for my purchase.

Huh?

I look at the Price Match Guarantee sign again.

Now I’m annoyed, but I’m calm. After all, I am in the right.

I ask her to show me where the policy explains this new wrinkle. “Nowhere” she says, “it’s always been that way.”

At this point, the clerk actually removes the sign from the wall. She’s literally peeling it off the wall. The Guess Who’s “Undone” is running through my mind.

Ok. Time to get serious.

I ask to see a manager.

There are now about 10 people in line behind me.

I’ve now been at the so-called customer service desk for 34 minutes.

Manager “Blair” (not his real name) shows up. “Sorry, can’t do it”. We go through ‘what about the sign’ questions again. I calmly ask him to explain to me why they do not adhere to their publicly posted policy (which is now no longer actually posted…)

Blair explains there is nothing he can do. I’m flabergasted, but I’m calm. There are now 15 people in line behind me. I ask Blair for his name, and a copy of the sign. He actually makes a photocopy of the sign for me right then and there.

Then Blair has a brainstorm. If I pay with cash or debit I can get my CT money. He starts to walk away.

I pull out my secret weapon. The debit card. Hey, I’m no flakey customer. I’ve got money IN THE BANK!

I’m now handed back with the clerk who issues a huge sigh, and says: “This is going to take awhile”. Gee, I’m so surprised.

It’s now 40 minutes and counting.

Much heavy sighing and muttering. Ms. Helpful counts out my CT money in (and I am not kidding) denomination of 1’s (18 of them) and the rest in .25 cent and .50 cent denominations. She’s got a wad of CT money 3 inches high on the counter.

Total time invested: 52 minutes. Total refund: 50 real dollars, 49.20 in Canadian tire.

Since I’ve got this useless CT money, I actually go back to the sports counter, wait another 15 minutes for someone to show up, so that I can buy what I later find out is discontinued map software for the Garmin.

At the checkout, the clerk freaks out at the tiny denominations of CT money, and I explain that I just got them from her co-worker over at customer service.

Incredibly, she won’t take it or count it and insists on getting someone from customer service to confirm the amount, even though it is ACTUALLY PRINTED ON MY RECEIPT. Finally, some haggard looking fellow clerk tells her to take it. I know, it’s like an episode of The Canadian Tire Twilight Zone.

Total time spent, and the last time ever you’ll find me at CT : 1 hour 12 minutes.

But here, fellow bloggers, the story gets much cheerier.

The next day I make the trip to Deakin Equipment, only to discover they have the world’s most amazing customer service, informed courteous staff, a wonderful attitude, and great prices.

It’s like the CT store in North Van is this black hole of negativity, and this place, across Burrard Inlet, is the exact opposite, the ying/yang of retail. No, that’s not it.

I know.

It’s the BIZZARO of Retail.

Deakin was super helpful, found me the accessories I was looking for, and actually spent time talking to me about what I need. As i was paying, I casually meantion that I bought my unit at CT. The counter person asked me “how was your experience at CT, did they know anything about GPS?”

To which I laughed, and said “you’ll have to read the blog…”

Want one of these ? Buy it at Deakin Equipment in Vancouver or online.

Oh. One other thing.

I noticed that CT still hasn’t changed its price on the unit. So much for their pledge that ‘your asssitance will help Canadian Tire price our products more comptetively”

Yah, right.

A couple of weeks ago we had a fabulous time out at Royal Roads University in Victoria BC, geocaching at Hatley Park National Historical Site.

They’ve got a really great program tailored for families and even for birthday parties. Matthew and Garnet totally got into it, though Matthew had done geocaching before with Scouts. He helped get the rest of us up to speed, but the geocaching activities here come complete with a guide ! You get the thrill and fun of geocaching along with historical information about this amazing location (at 10U 465022 5364730 if you’ve got MapSource of other GPS enabled software).

Check out the program here.

Checking out a cache at Hatley Park National Historic Site

We had a blast – so much so that a week later we bought our own map-enabled Garmin GPS unit. And that experience itself is worthy of another blog coming soon.

How’s your day. Click here to find out.

Had a great morning snowboarding on Cypress yesterday. Planning on heading up again tomorrow morning for a few quick runs. It’s been snowing there all day and well below freezing so things should be great.

Spent the afternoon at the Vancouver Art Gallery where they’re showing some Picasso etchings and a few paintings.

I love the rain in Vancouver in the fall. It means snow on the local mountains and that means snowboarding.

This could be a banner year for early-on-the-mountain. As I write this, Blackcomb is open, and locally, my season-pass-hill, Cypress is talking about opening next week.

This is good.

This is better than good.

Bring on the rain.

Boo.

In any given week we all deal with small business. As a small business owner myself, I know the joys and the pressures that come with running your own business.

So, when I encounter exceptional service and dedication, I can’t help but jump with joy.

I had 2 such encounters in the last couple of weeks.

Western Imperial Magnetics.
I had a last minute request from a client for a very specific media product that is rarely in demand anymore. Calls all over town resulted in ‘sorry’ answers from everyone. A sales rep at a local audio store suggested I try Western Imperial Magnetics.

Between rushing to meetings and juggling a busy day I got on the cell and found someone who listened to my request and came up with a brilliant response: SURE we can help.

What I needed, she explained, would required a custom assembly. The type of cassette tapes my client needed just aren’t stocked anymore. The time was 11am. I told Sue I was up against some tough deadlines to meet the courier, and she said she’d do the best she could.

Sue’s best was above and beyond. Within 7 hours, I had the tapes in hand, delivered to my home that evening. I couldn’t believe it.

Second Wave – Surf, Snow, Skate.
These guys are the best. Last year, after picking up a used Burton snowboard for my 7 year old, I had to get some Burton plates for his existing bindings. Everywhere I went I hit a dead-end, and one service rep at a big sports store suggested I’d have to pay 20 or 30 dollars to get some. Another guy suggested Second Wave on Lonsdale Avenue in North Vancouver. Within seconds of arriving, I had the Burton plates in hand, including new screws and a few kind words of advice. Total cost, 2 bucks.

I’ve been in a few time since just to window shop, and everyone in the store is awesome. (I’m an old guy don’t forget) Most time when I go into a board shop I get the ‘look’. You know, like how did gramps wander in here ? Not at Second Wave.

This weekend we popped in again. Looking to take advantage of last year models, I got a too-good-to-resist deal on a Nitro board. They’re full of helpful advice, great attitude, and clearly love what they do. They’ll even wax my board all season, free of charge.

These guys have my business for life.

Back on the 1st of October I blogged about a letter I got from my local natural gas company, Terasen.

I was ticked off because of a form letter I got regarding the meter reader having trouble getting to the meter.

Friday, Oct 14th, I got a call from a person who manages the meter readers. Apparently someone at Terasen gas saw the blog, which prompted Friday’s phone call.

The short story is that they plan to change their ‘form letter’ to include contact information, and there will be a revisit to my house to look into the meter reading ‘problem’.

It is true the meter is hidden behind this tree:

So, anyone trying to get to the meter by going to the left side of the tree is going to have problems. But the right side provides easy access.





I must say I’m totally impressed with the follow up – we’ll see what happens when the meter reader returns. I suggested he/she let me know when they are coming and we can both have a look.

Since everyone I’ve solicited in my informal focus group ( my kids, my neighbours and even passers-by) have been able to read the meter, I’m sure it won’t be a problem for a professional to do the same.

Time to bust out my old bell bottoms. Better yet, maybe I should be finding that old rawhide choker I used to wear (ugh, please no).

As I awoke to news of yet another strike, I broke into a cold sweat. Why?

Because this is what the mid 70’s was all about. Everywhere you went in Canada there was a strike or lockout or some kind of labour unrest.

Fuelled by a totally different economic environment, Canada introduced Wage and Price Controls in 1975. I’m hardly a student of history, I just happen to be there at the time, a cub reporter no less, chasing stories in Calgary.

Most of you probably have no idea what things were like in 1975. You are forgiven. But just so you realize how utterly frightening this really is, let me remind you of something.

In 1975, the top 10 songs of the year were, in order:

1. Captain and Tennille – Love Will Keep Us Together
2. Silver Convention – Fly, Robin, Fly
3. Elton John – Island Girl
4. Dawn – He Don’t Love You (Like I Love You)
5. Neil Sedaka – Bad Blood
6. Glen Campbell – Rhinestone Cowboy
7. David Bowie – Fame*
8. Elton John – Philadelphia Freedom
9. The Bee Gees – Jive Talkin’
10. KC & The Sunshine Band – That’s the Way (I Like It).

Now, if that isn’t enough to scare anyone into submission, I don’t know what is.

Please, we can’t live through 1975 again.

Please Please Please.

Besides, I looked like this in 1975:

Need I say more ?

* I make an exception for David Bowie. He actually has a blog.

Here in BC, Terasen Gas plans on hiking our rates again this month, this time by 13.3%.

I don’t usually jump up and down about this kind of thing, I’m pretty much resigned to the notion that if the price of natural gas goes up, Terasen will pass those costs on to me as quickly as possible.

But in the mail came this ridiculous form letter, and now I’m ticked.



I wouldn’t be ticked if my bushes/shrubs/trees were in fact making it difficult for anyone to read the meter. The fact of the matter is, there is a spruce tree beside my house, and you can only get to the meter by going to the east of the tree, since the branches on the west side are thick. But dude – if you can’t get around that way, did you think about going around the OTHER way ? Besides, the tree’s been there for 15 years and this is the first time Terasen’s had trouble finding it’s way to the east.



The other thing that ticks me off is there is absolutely no contact information on this letter. There’s a number and email if I want to start reading my own meter, but no follow up contact for the offending bushes/shrubs/trees. This is just plain rude and annoying. The letter is signed “Terasen Gas”. Ok, so the company is writing to me now ? True, the letter is ‘Per: szd”. But who or what is that ? They were good enough to include their file name in the footer though, like that’s helpful.



In any event, I think I’ll just post the map up by the tree for the next time Terasen Gas comes by. Or, if Terasen Gas wants to trim my bill by 13.3 percent, I’d be happy to trim the tree.

Just back from a short road trip to Toronto and I must say, I’ve got serious trouble sleeping. It is the time zone change you ask ? No. Is high strees from all the work ? No. It is too many ideas cramming my tiny brain ? No. It’s an owl.

Audio proof. Tomorrow, on the BigSnit podCast.

It only comes once a year, and it’s here. Talk Like A Pirate Day.
If you’re a little rusy on your pirate word-power, check this Pirate Glossary.
If you need ’em to decorate your workspace, there are pirate images here and here.
If you’re looking to for just the right get-up for today, I particularly like the DELUXE pirate hat, not to be confused with a regular pirate hat

The pet owners will be lining up in droves for this one. The newest domain to get the go ahead is .cat – this from ICANN or Internet Corporation for Assigned Names and Numbers. It’s meant for “individuals, organizations and companies that promote the Catalan language” but like the .tv domain, watch it get picked up for all sorts of other uses. I’m betting cool.cat and hep.cat will go fast. Our cat’s already pestering me for his, but Ozzie’s going to have to wait.

At the same time, ICANN deferred again the idea of creating the .xxx domain for porn sites, despite some logical arguments that having their own domain would help clean up other parts of the name space.