Week 9 - Mer Bleu Bog

Mer Bleu Boardwalk
Originally uploaded by Twister65

My wife, daughter and I took a drive out to the Mer Bleu Bog for a walk on the boardwalk today. The parking lot was quite full, yet we didn't run across too many people on the actual boardwalk. It was quite cool, and very windy in the open areas of the boardwalk. About 3/4s of the way around the boardwalk look, we smelled a strong cedar aroma. My wife noted that it reminded her of wood shavings that we used for our hamster cage years ago. I love that smell.

Week 4 - Chateau Laurier

Chateau Laurier (4/52)
Originally uploaded by Twister65

My wife wanted me to drive her to the Byward market so she could pick up some veggies. Parking isn't cheap, so I dropped her off and drove around. I took this shot with my cell phone while I was sitting at traffic lights.

I even brought my camera with me because we were hoping to spot balloons across the river at the Gatineau Balloon Festival. Alas, there were none. Probably all airborne in the morning. I hope there's some this evening. They often fly over where we live.

Week 2 - Remic Rapids Rock Sculptures

I'm not going to have very much time to post a photo tomorrow for "Week 2" because we're going camping with friends for a few days, so here it is a day early!

Last weekend my family and I took a ride through downtown to Remic Rapids. I've often gone there at lunch during the work week to eat and relax. There's no shortage of geese and ducks to take photos of, if that's your thing, but you can also find some pretty cool rock sculpture.

This time, we were fortunate enough to see the man behind these creations: John Ceprano.

This is John working on one of his creations. Click to see a larger version and look the other photos from that day.

There's a printed sign on each sculpture warning not to touch them because they are all balanced. Each winter, the weather "dismantles" them and John rebuilds them the following summer. Some of these rocks are huge. I can't imagine the strength and patience it takes to lift and balance someone these.

I hope you enjoy them all!

You can bet I'll be bringing my camera camping, and I hope to have a bunch of photos to share next week. Until then...

More Ford Escape Fun -- a GOOD experience this time

Not all bad this time, but since I've whined complained in the past, it's only fair to mention when the experience is a good one.

A little history....

Monday morning:

• Our 2008 Ford Escape started and ran rough. It felt like the transmission was slipping when pulling out of our parking spot. It had been very cold overnight, so I just assumed that might be why. Once it was warmed up, it seemed OK.

Tuesday morning:

• Another rough start. More of that "slipping" feeling. Again, warmed up, it seemed fine, although sometimes when accelerating from a stop or a slow roll, something didn't feel quite right.

Tuesday afternoon:

• After sitting for 9hrs in the underground parking at work -- where it's above freezing -- the truck started fine. While driving through the underground parking, I accelerated lightly and felt slippage, followed by a sudden grip of the transmission. This is probably what it would feel like if you were in neutral, revved the engine slightly and put it into drive. It made the tires chirp on the concrete. Not good.
• While driving up the ramp to exit the underground parking, the transmission slipped again. I almost didn't make it all the way up. Not good at all.
• It drove fine to my wife's work. I told her what happened. She called the dealership and was told the transmission guy went home already, but would be in at 7:30am Wednesday morning. She asked if he could take a look at it right away in the morning and they said he could.
  

Wednesday morning:

• After leaving the block heater plugged in all night, the truck started fine. I felt a little slippage when we went to Timmy's for coffee.
• We drove all the way to Orleans and arrived at the dealership at 7:30am and pulled into the service bay.
• Jim, the "Senior Service Advisor", helped us. We explained the problem. He checked with the transmission guy and was told that he had 3 or 4 cars to do today. It probably wouldn't get looked at today.
• We had a choice: if it was deemed not serious, he could schedule us in for tomorrow morning and we could take our truck home and back tomorrow. If it was a serious problem, they'd need to keep it.
• The good: Because we have an ESP (Extended Service Plan), they'd cover a loaner/rental!
• The bad: they had no loaner cars available, and the liklihood of getting us a rental was slim to none because of the never-ending OC Transpo strike in Ottawa. On top of that, Ford would only approve of FORD rentals -- they won't supply non-Ford rental cars to their customers. That would make it more difficult for Jim to find us a rental. WTF, Ford?
• Jim told us about some nasty stories he had heard from the other dealerships in the area -- customers irate that they couldn't get loaners or rentals while their vehicles were being serviced. Apparently the cops had to be called to get one customer leave.
• My wife said that she was told they could take a quick look and maybe take it for a spin if we brought it in first thing this morning. Jim seemed a little surprised, but went to talk with the transmission guy. He agreed to take a quick look.
• The first thing the mechanic asked was to start the engine and pop the hood. He checked the transmission fluid. It was dry. O_o He put his hand under the bumper and something dripped on his hand. We had a coolant leak. He asked me if I had noticed any puddles under the truck when parked. I said I hadn't. Had it been summer, I surely would have noticed, but with all the snow lately, I hadn't seen anything.
• The good: a coolant leak is a quicker repair, if the parts are available. The mechanic left and came back to tell us that they had the parts, and a guy who can do the repair immediately.
• More good: the entire repair would be covered by the ESP.
• Jim told us it would be a 2-3hr job, if the parts they had matched the truck. We could wait, or they could give us a shuttle ride to work or home. We decided to wait until they could do a more thorough check with the truck on the hoist.
• A ½ hour or so later, Jim came to the waiting area to give us an update. Parts are confirmed in stock, they match, and the problem was as suspected.
• An hour passed and Jim again gave us an update: repairs almost done. The mechanic would then take it for a spin to make sure the problem was fixed.
• Another ½ later Jim came to tell us our truck was ready. The paper work would take another 20 minutes, but we could leave and they would mail them to us.
  

2 hours after arriving at Jim Keay, we were on our way to work with a working truck.

Needless to say, we were very pleased with the service we received this morning. Granted a little luck was involved that the repair wasn't as serious, but we left feeling that Jim -- the Service Advisor -- and the first mechanic put in additional effort to get us on our way quickly. I don't know what we would have done otherwise. Hopefully that's how they treat all of their customers.

Thanks, and kudos to the guys at Jim Keay Ford Lincoln!

Jim Keay breaks the silence

Someone named "Michael" from the Jim Keay Ford Lincoln dealership called yesterday and asked for me. But I wasn't home. They left a message with my mother inlaw saying that they would call back.

I assume that they'll try again today, after I get home from work. I'll be interesting to see what they have to say.

I did a search of "Jim Keay" and "FixAuto" on Google this afternoon and my complaint letter that I posted here shows up as the 3rd hit. If I just search for "Jim Keay", my more recent post about not hearing from them shows up 8th.

The sound of silence from Jim Keay

It's been almost 2 weeks since I returned the call to Ford's Customer Service regarding the letter I wrote to them about our experience with our bumper repair and we haven't yet(?) heard anything from the dealership, Jim Keay Ford Lincoln.

The fact that Ford confirmed and condensed my letter into key points, and then "submitted it" as negative feedback to the dealership and the owner, lead me to believe this was done electronically. If I ran a dealership and received such negativity I'd be all over it.

It's their loss. There are at least two other dealerships, that are actually more convenient for us, that we can deal with in the future.

Ford follows up on our complaint letter

While were on our vacation, Ford's Customer Service called us regarding the letter I had written and included with their feedback form.

I called them back today and spoke with one of their reps. He then read off our complaint in point form to ensure that they captured the details of our letter.

This took about 5 minutes to go through, and it sounds like the managed to get all the key points. He then said it would be submitted as negative feedback to the dealership and the owner.

Anyway, he apologized on behalf of Ford for our bad experience and said they hope it doesn't tarnish our view of Ford Motors... yada yada.

It was nice that they called, but I don't know why they don't just send a copy of the letter to the dealership. I guess sending paper via mail is too old school in this high tech age.

It'll be interesting to see if the dealership follows up now. Or maybe we'll be "flagged" as troublemakers? ;-)

If anyone is interested in reading the letter that I wrote, here it is. It's rather long. :)

To whom it may concern;

Please find the enclosed and completed feedback form regarding our recent service with Jim Keay, or more specifically, FixAuto, who repaired the defective paint job on the rear bumper of our 2008 Ford Escape XLT.

In late May, nine months after the purchase of our 2008 Ford Escape, I noticed a few paint chips on the rear passenger side bumper, along with a small bubble in the paint. See enclosed photo #1.

Around the last week of May, my wife called the Jim Keay Ford Lincoln dealership and explained the situation. She was advised that they would have to see the damage before they could assess whether it was covered under the warranty. In the first week of June, my wife drove our truck to FixAuto, located at the dealership, and also gave them a printed photo that I had taken – the same as the enclosed.

In the time that we waited to hear back from the FixAuto, we also discovered a few chips on the inside of the driver’s side rear bumper. My wife called them up so they could make a note that this would need repaired as well. Unfortunately, I do not have a photo of that particular defect.

On or around June 13th, we were called by Jamie at FixAuto and asked to bring the truck in for repair, covered under the warranty, on June 17th. My wife was advised that the time estimate for the repair would be three days. As this is our only vehicle, my wife inquired about “a loaner” vehicle. She was told that the body shop does not provide loaner vehicles and that she would have to speak with the dealership manager about one. She did, and was advised that one would be provided for $20 per day. Although we were already aware, based on past experience, that loaners are not free, we are still not pleased with having to pay for one for warranty repairs on our vehicle. However, that is not the main purpose of this letter.

My wife dropped our truck off at FixAuto on the morning of June 17th, 2008, and received a 2008 Ford Focus as a loaner from Jim Keay. We were quite pleased with the vehicle. It should be noted, however, that the interior could have used a good vacuuming and we found a pair of men’s work pants in the back seat.

Our truck was at the body shop for three days while we waited for the repair work to be completed. My wife called on the third day, June 19th, and was advised that the work was completed, but our truck was currently being washed and vacuumed so we could pick it up in an hour or two. That was unexpected and we were pleasantly surprised.

I drove the loaner vehicle to the dealership that afternoon, parked it near FixAuto and entered the customer entrance. The office was empty, so I sat there for five to ten minutes waiting for someone to assist me. As I was waiting, I noticed that the keys sitting on the counter, in plain view, were my wife’s keys for our truck along with the repair paperwork. Anyone could have walked into that office and taken them. Thinking that I could be waiting there for longer, I exited the office and walked into the garage bay to ask one of the body shop people if there was someone who could assist me. I then walked back to the office where I was greeted by Jamie, the gentleman with whom my wife had dealt with regarding the repair. He picked up the key and paperwork off the counter and asked me to follow him to the cashier inside the dealership to settle the bill for the loaner. The bill came to ~$67.

We then walked back to the body shop office where Jamie handed me my copy of the paper work, along with the key to the truck. Before entering my truck, I made a quick visual inspection of the repair work and it appeared satisfactory.

After arriving home 20 minutes later, I made a closer visual inspection and noticed that there was a small paint bubble on the driver’s side, rear bumper, that was not there prior to the repair. The following day, my wife called Jamie at FixAuto to advise him about our discovery. He explained to my wife that they did not inspect the entire bumper. They only repair what has been reported. She asked about getting this new defect repaired. Jamie didn’t seem too pleased and explained to my wife that they can’t keep billing Ford for repairs on the same parts and would have to get approval.

On June 26th, I received a phone call from Jamie asking me to bring our truck to the body shop so that they could photograph the defect and submit to Ford for approval. Within the hour, I drove the truck to the body shop, Jamie took a few photographs and told me that they would be in touch once they heard back from Ford. See enclosed photo #2.

On Monday, June 30th, Jamie called my wife to ask us to bring our truck in on the morning of July 2nd. At the same time, my wife inquired about a free loaner, as we did not feel that it was fair that we should have to pay for one a second time for the same repair work. Jamie advised my wife that he could not make this decision, and suggested that she call the dealership Manager. My wife called the dealership Manager, but had to leave a message for him to call back. We never did receive a return call.

In the meantime, we discovered a few more paint bubbles (photo #3) as well as what we can only describe as a build-up of paint between the bumper and the truck’s body (photo #4). Clearly, the repair job was not done properly.

On the morning of July 2nd, my wife dropped our truck off at the body shop at 8:00am. She told Jamie about the additional defects that we discovered. He dismissed the “build-up” as “the way the bumper was designed”. It is rather strange that we did not discover this “design” prior to the first repair. My wife also mentioned to me later that Jamie’s demeanor was not as polite and friendly as during her first visit. She felt that he thought she was being too picky or a nuisance.

Once again, we received a 2008 Ford Focus as the loaner vehicle. This is where the customer service begins a fast decline.

Not only was the interior of this vehicle more dirty than the first one, the passenger side of the windshield had a large crack. Photos of the filthy interior (#5 & #6) and windshield crack (#7) are also enclosed.

Safety and legalities aside, you wouldn’t be able to sell a vehicle in that condition, yet we were expected to pay for its use? We found it ironic that the rental form is stamped with large, red, words stating that smoking in the vehicle is forbidden, and that there will be a cleaning charge as a result. Is that the only time a loaner vehicle is cleaned?

The following day, Jamie at FixAuto called us to advise us that our truck repair was completed. My wife asked if the repair had been inspected so we would not have to return again for any further repairs. She was assured that it had been inspected.

As we would not be able to pick up the truck before FixAuto closed at 5:00pm, we were advised that the paperwork and our key would be left with the cashier inside the dealership. Later that evening, my wife and I dropped off the loaner car at the dealership, paid the ~$45 fee for the loaner, and received the key for our truck. Again, we made a quick visual inspection before leaving for home.

Later that evening, while there was still daylight available, my wife and I inspected the bumper again. The small areas that were repaired looked great! However, larger areas of the corner of the bumper – on both the driver and passenger side – did not look so great. They were dull, and slightly rough to the touch. (Photos #8, #9, & #10) If you stepped back, you could see clearly that these areas looked as if they had been sanded with a fine grade of sandpaper, removing the smooth, shiny finish that the rest of the vehicle had. They were not like that before the last visit. It was clearly evident that the repair work had NOT been inspected, as my wife was assured earlier in the day. A quick visual inspection perhaps, but one would assume that when you are making the same repair for the second time, there would be a little more attention to detail given to ensure that a third visit would not occur.

The following morning, my wife and I drove our truck to the body shop before work. We asked to speak with Jamie. He was sitting in his office and said he would be with us shortly. We waited outside near our truck and about 10 minutes later, Jamie came to ask us how he could help us. My wife explained that the bumper now felt rough, and didn’t have the same shine as the rest of the vehicle – as if it had been sanded.

Jamie bent down and had a look at one of the corners. He then stood up and said something to the effect of “I don’t know... we could try to buff it out, or it would have to be repainted.” My wife said that this was his speciality, so they should do whatever he felt was necessary to return it to its proper condition. Jamie said that they would try to buff it out first, since it was the “quickest and cheapest”. My wife asked if they could do it immediately, Jamie said he would have to check and left us. He returned about 5 minutes later, asked us for our keys and drove our truck inside the bay.

Approximately 30 minutes later, our truck was backed out of the bay. My wife and I walked over and inspected the rear bumper. It was a 100% improvement. It was smooth, and shiny, like the rest of the bumper. There were no paint bubbles or other visible defects. We told Jamie that it looked good, he apologized for the problem, and we were on our way.

After three repair visits over the course of a month, over $100 for dirty and potentially unsafe loaner vehicles, and time off work for what we consider a simple repair, we are now satisfied with how our bumper looks. A simple, yet thorough, inspection of the completed work the first time could have prevented this unpleasant experience.

We have been customers of Jim Keay since around 1997 when we leased our first vehicle. We returned to Jim Keay for additional leases in the later years, as well as the purchase of our 2008 Escape last year. It’s certainly not the nearest dealership to our home, but we believe that good customer service earns customer loyalty, and up until recently we have always received good customer service. It’s a shame that this one bad experience paints a pretty bleak picture of what we can expect in the future. Perhaps it’s time to start shopping around.

That's it, that's all.

Rogers Television Sucks

I woke up early this morning to watch the live broadcast of the Landsdowne Park South Side stands demolition. It was supposed to be broadcast from the City of Ottawa web site starting at 7:50am, with the actual implosion at 8:00am.

I was sure there'd be plenty of replay broadcasts available later in the day, but it's not the same as actually seeing something like this LIVE.

I got up at 7:30am and loaded up the web site at 7:45. The Rogers Television logo stared back at me from the web page. That should have been my first indication that this was going to go very well.

On cue, the live broadcast began at 7:50am. As 8:00am approached, the streaming broadcast began to stutter.

"Great. Rogers can't handle the demand", I said to myself.

A few minutes after 8:00am, according to my PC time, the warning horn sounded.

More streaming stutter.

My wife and I joked that we're going to miss the implosion. We'll see one frame of the stands still intact, and on the next it'll be gone.

That's pretty much what we saw.

The broadcast stream continued to get worse. Pausing for 10-15 seconds at a time.

Seconds before you could hear the countdown, the tiny screen went all blue. WTF?

You could still hear the occasional bit of audio.

Then the countdown started. Or parts of it. Followed by broken sounds of the explosive charges going off.

Then a picture. A paused picture of the left side of the stands beginning to fall.

Then applause as the demolition crew cheered.

I sat staring at the one image.

All week, the newspapers were warning of road closures and advising people to watch the broadcast stream. That there was no way they could get anywhere near the site to see it live, and then Rogers totally screws up the broadcast stream.

I'm sure it was all due to their inability to handle the demand, but what the hell did they expect?

Way to go Rogers. Fuckin' morons.

If you're interested in seeing what most of Ottawa probably missed, they're replaying the event here: Implosion of the lower south-side stands at Lansdowne Park

Am I the only one who thought the entire stands was going to be demolished? It's still kinda cool to see.



This is a spectators video of the implosion. I guess you could get somewhat near enough to see it in person. Judging from a few comments you can hear on the video, I wasn't the only one who thought the entire thing was coming down.

Rideau Falls, Ottawa, Ontario

I stopped by Rideau Falls today to check out the ice. They had crews there monitoring the ice flowing into the Ottawa River. My guess is that they just opened the dam. There must have been 20-30 people there all watching. It was pretty cool.

I took some photos and posted them online.