The Survive and Thrive Boomer Guide

What were your best and worst consumer experiences this week?

Which consumer happenings cheered you this week and which ones made you want to scream or weep?

Here are my best and worst consumer experiences this week:

My best consumer experience: New gloves from REI

After I lost a pair of gloves (with fingers) and one of my mittens (no fingers), I went to Macy’s to see if I could find a pair of gloves at a good price. I was hoping to find some on sale. I didn’t get lucky.

Then I thought about ordering some gloves from REI. I’ve just become an affiliate of REI, a program where I receive a small payment for each item ordered through my blog. I looked through REI’s eco-sensitive clothing offerings to see what I could find.

I selected the REI Recycled Fleece Grip Gloves for $24.50. I ordered them on Monday, and they arrived on Thursday – just in time for the freezing weather.

The gloves are terrific, warm and comfortable. And another thing I like about them; they aren’t smelly. Some new clothes have a strong chemical smell – these don’t.

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My worst consumer experience: New payment policy and slow service at Kits Cameras

Recently, Kits Cameras adopted a new policy: You must pay for your photos when you order then, not when you pick them up.

I think this is a bad policy. You don’t have the opportunity to review your photos before you pay for them.

Several times, I explained that I wanted to wait until I saw the photos before I paid; the sales associates agreed.

However, this week, they insisted that I pay in advance. I was upset. Then, to make matters worse, a trainee fumbled around for 15 minutes trying to figure out the amount of my bill.

I plan to write the CEO about this policy. It doesn’t make sense.

Copyright 2009, Rita R. Robison, Consumer Specialist

Airlines slapped with precedent-setting fines for tarmac delay

Continental Airlines and ExpressJet Airlines have been fined $100,000 by the U.S. Department of Transportation for their roles in causing the passengers on board Continental Express flight 2816 to remain on the aircraft at Rochester (Minn.) International Airport for an unreasonable period of time on Aug. 8, 2009.

Continental also provided a refund to each passenger and offered additional compensation to acknowledge his or her time and discomfort. In addition, the department assessed a civil penalty of $75,000 against Mesaba Airlines, which provided ground handling for the flight, for its role in the incident.

These precedent-setting enforcement actions are the first enforcement orders punishing carriers for extended tarmac delays, as well as the first time a carrier acting as a ground handler for another airline has been punished for failing to properly help passengers leave an aircraft during an unreasonably long tarmac delay.

“I hope that this sends a signal to the rest of the airline industry that we expect airlines to respect the rights of air travelers,” said U.S. Transportation Secretary Ray LaHood. “We will also use what we have learned from this investigation to strengthen protections for airline passengers subjected to long tarmac delays.”

The Aviation Enforcement Office’s investigation found that all three carriers violated the law that prohibits unfair and deceptive practices in air transportation for their respective roles in the incident, in which a Continental Express flight from Houston to Minneapolis/St. Paul operated by ExpressJet was diverted to Rochester due to bad weather in Minneapolis.
 
The aircraft reached Rochester about 12:30 a.m. and the passengers were stranded aboard the aircraft until approximately 6:15 a.m. when they were finally deplaned into the terminal.

In November 2008, the department proposed a rule to enhance airline passenger protections, including a provision that would require airlines to adopt contingency plans for lengthy tarmac delays and incorporate them in their contracts of carriage.  A final rule is expected by the end of this calendar year.

Copyright 2009, Rita R. Robison, Consumer Specialist

Recall of the Week: Stork Craft drop-side cribs that can entrap and suffocate infants

More than 2.1 million Stork Craft drop-side cribs, including about 147,000 Stork Craft drop-side cribs with the Fisher-Price logo, are being recalled by Stork Craft Manufacturing Inc., of British Columbia.

The recall involves about 1.2 million cribs distributed in the United States and nearly 1 million in Canada.

The U.S. Consumer Product Safety Commission urges parents, grandparents, and caregivers to immediately stop using the recalled cribs, wait for the free repair kit, and don’t attempt to fix the cribs without the kit. They should find an alternative, safe sleeping environment for their baby.

Consumers should contact Stork Craft to receive a free repair kit that converts the drop-side on these cribs to a fixed side, the commission advises.

The cribs’ drop-side plastic hardware can break or deform, or parts can fall off. In addition, the drop-side can be installed upside-down, which can result in broken or disengaged plastic parts.

All of these problems can cause the drop-side to detach in one or more corners. When detached, a space is created between the drop-side and the crib mattress. The bodies of infants and toddlers can become entrapped in the space, which can lead to suffocation.

Complete detachment of drop-sides can lead to falls from the crib.

The commission, Health Canada, and Stork Craft are aware of 110 incidents of drop-side detachment; 67 incidents occurred in the U.S. and 43 in Canada. The incidents include 15 entrapments; 12 in the U.S. and three in Canada. Four of the entrapments resulted in death.

Included in these incidents are 20 falls from cribs; 12 in the U.S. and eight in Canada. Fall injuries ranged from concussion to bumps and bruises.

The recall involves drop-side cribs with plastic hardware, but doesn’t include cribs with metal rod drop-side hardware.

See the commission’s announcement for information on how to identify the recalled cribs.

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Major retailers in the U.S. and Canada sold the recalled cribs including BJ’s Wholesale Club, J.C. Penney, Kmart, Meijer, Sears, USA Baby, and Wal-Mart stores and online at Amazon.com, Babiesrus.com, Costco.com, Target.com, and Walmart.com. The cribs were sold from January 1993 through October 2009 for between $100 and $400.

For additional information, contact Stork Craft toll-free at 877-274-0277 anytime to order the free repair kit, or log on to www.storkcraft.com.

Class action lawsuits are being filed in Canada against Stork Craft Manufacturing, ConsumerAffairs.com reports in its article “Stork Craft Facing Wave of Lawsuits.” The article also discusses flaws in Canadian consumer protection laws exposed by the crib recall.

To learn about other recalls, visit www.recalls.gov.

Copyright 2009, Rita R. Robison, Consumer Specialist

What were your best and worst consumer experiences this week?

Which consumer happenings cheered you this week and which ones made you want to scream or weep?

Here are my best and worst consumer experiences this week:

My best consumer experience: Good customer service at Jo-Ann Fabric and Craft Stores

When I went to a Jo-Ann Fabrics and Crafts store in Sacramento with my daughter to buy some material, we received good customer service.

We were looking for broadcloth for two children’s costumes. A sales associate, who we were able to locate quite quickly, showed us where to find it. She also explained what broadcloth is and what fabrics were similar.

The woman who cut out fabric also was courteous. She also told us about her job, her interest in sewing, and when and where Jo-Ann’s was founded.

When we checked out, the cashier was friendly.

All in all, a good consumer experience.

My worst consumer experience: Confusion about a tip at a coffee shop

While my daughter was at work, I went to Temple coffee shop in Sacramento to work on my blogs.

The first day was fine. Nice staff, good atmosphere, excellent hours.

However, on the second day, I had problems about the tip.

Temple doesn’t accept credit cards, only debit cards. And they charge 35 cents for the use of a debit card.

The clerk handed me the device used for making charges and told me the green screen was about the tip. I didn’t understand what he meant. I knew he wanted me to decide about a tip, but I hadn’t seen the “green screen” tip option and I didn’t know how to use it.

I typed in my security code. “No, no, no,” he said, deleting the information. Then I figured out I was supposed to enter information on the size of the tip.

I usually don’t give tips to clerks who stand behind a counter, unless it’s a coffee shop I go to regularly. Since an issue was being made about the tip, I entered 50 cents and went on to the next screens to compete the transaction.

The clerk was snappy and unfriendly. Not a good consumer experience.

Copyright 2009, Rita R. Robison, Consumer Specialist

Recall of the Week: Gas grills being recalled due to fire and burn hazards

Perfect Flame SLG Series Gas Grills, about 663,000 in the United States and about 1,700 in Canada, are being recalled due to possible burn hazards to consumers.

Manufactured in China by Lucas Innovation Inc. and imported by L G Sourcing Inc., of North Wilkesboro, N.C., the grill’s burners can deteriorate causing irregular flames and the lids of some models can catch fire, posing fire and burn hazards to the consumer, reports the U.S. Consumer Product Safety Commission.

The firm has received about 40 reports of fires from the burners deteriorating and about 23 reports of the lids catching fire. The firm is aware of one report of an eye injury requiring surgery and 21 incidents of minor burns to the hands, arms, or face, according to the commission.

The recalled grills are SLG series "Perfect Flame" brand outdoor propane or natural gas grills. The grills are stainless steel and painted black or gray metal.

See the commission’s announcement for the model numbers involved in the recall. The model number can be found in the compartment under the cooking chamber. No other Perfect Flame model numbers are included in this recall.

The grills were sold at Lowe’s retail outlets nationwide from September 2005 through May 2009 for between $200 and $550 (U.S.) and in Canada from December 2007 through May 2009 for between $200 and $250 (Canada).

Consumers should immediately stop using the grills and contact L G Sourcing to receive free replacement burners and, depending on the model of the grill owned, a free replacement lid, the commission advises.

For additional information, contact the firm toll-free at 888-840-9590 anytime or visit www.lowes.com.

To learn about other consumer products that are being recalled, see www.recalls.gov.

Copyright 2009, Rita R. Robison, Consumer Specialist

What were your best and worst consumer experiences this week?

Which consumer happenings cheered you this week and which ones made you want to scream or weep?

Here are my best and worst consumer experiences this week:

My best consumer experience: Customer service at one Verizon Wireless store

 

Although I’m satisfied with the cell phone I bought several years ago, I’m considering getting a new one because the one I have emits a fairly high level of radiation. See the article "Are You Using a Cell Phone That Emits High Levels of Radiation" to find out how to tell how your cell phone ranks in emissions.

When I went to the Verizon Wireless store in Lacey, Wash., to shop for a new cell phone, the customer service was good. When you walked in, it was clear that you needed to sign up at a computer screen to get in line for an appointment.

A customer service representative walked around and talked to the consumers who were waiting. He was able to answer questions for people who needed information but weren’t ready to sign up for plans.

He told me that since Verizon wants me to sign a two-year contract, several free phones are available to me online. If I signed up again at a Verizon store, I’d have to pay sales tax.

My worst consumer experience: Customer service at another Verizon Wireless location

In Olympia, Wash., Verizon has a kiosk-type outlet in one of the malls. I went there to shop for a new cell phone.

I waited a half hour before I figured out that you had to sign up for an appointment. The employees didn’t make eye contact with consumers who walked up. I waited for an additional hour and a half before my appointment came up. When people arrived at the kiosk, I told them about the sign in procedure. They were thankful someone informed them about it.

When I finally got my turn, the sales associate told me that I couldn’t get a free phone. I found that surprising since Verizon had been mailing me information about free phones. I left and went to the Verizon store described above.

I’ve been satisfied with my Verizon service, and Verizon gets higher ratings for coverage and fewer dropped calls than its competitors. However, I’m disappointed by the phones they offer for sale in terms of their emissions.

In the rankings by the Environmental Working Group, Verizon didn’t have one phone on the top 10 list of the cell phones with the least emissions.

The top phone on the list is the Samsung Impression SGH-a877. It’s sold by AT&T. I don’t think I’d like being an AT&T customer.

I checked the database for the top 10 Verizon phone in terms of emissions. Most of them are BlackBerries and SmartPhones. I don’t want one of those due to the extra charges for the Internet.

What to do?

I guess I’ll think it over for a while.

Copyright 2009, Rita R. Robison, Consumer Specialist

Recall of the Week: Maclaren strollers recalled after 12 fingertips severed

About one million strollers, distributed by Maclaren USA Inc., of South Norwalk, Conn., are being recalled.

The stroller’s hinge mechanism poses a fingertip amputation and laceration hazard to the child when the consumer is unfolding/opening the stroller.

The firm has received 15 reports of children placing their finger in the stroller’s hinge mechanism, resulting in 12 reports of fingertip amputations in the United States, reports the U.S. Consumer Product Safety Commission.

The recall involves all Maclaren single and double umbrella strollers. The word “Maclaren” is printed on the stroller.

The models included in the recall are Volo, Triumph, Quest Sport, Quest Mod, Techno XT, TechnoXLR, Twin Triumph, Twin Techno, and Easy Traveller.

Manufactured in China, the strollers were sold at Babies “R” Us, Target, and other juvenile product and mass merchandise retailers nationwide from 1999 through November 2009 for between $100 and $360.

Consumers should immediately stop using these recalled strollers and contact Maclaren USA to receive a free repair kit, the commission advises.

For additional information, contact Maclaren USA toll-free at 877-688-2326 between 8 a.m. and 5 p.m. ET Monday through Friday or visit the firm’s Web site at www.maclaren.us/recall.

Maclaren’s Web site went down when the recall was announced last week due to thousands of consumers trying to get information about the recall, according to an article on The Consumerist Web. It’s back up now and functioning for consumer use.

The Consumerist also reports that Maclaren was aware fingers could be amputated its strollers’ hinge mechanism. See the article “Stroller Company Maclaren Knew About Amputation Risk Five Years Ago.”

To learn more about recalls of consumer products, see www.recalls.gov.

Copyright 2009, Rita R. Robison, Consumer Specialist

Recall of the Week: Fairbank Farms beef recalled due to E. coli outbreak; 28 illnesses, two deaths reported

Fairbank Farms, of Ashville, N.Y., is recalling about 546,00 pounds of fresh ground beef products that may be contaminated with E. coli, reports the U.S. Department of Agriculture's Food Safety and Inspection Service.


FSIS became aware of the problem during an investigation of a cluster of E. coli O157:H7 illnesses. Working with the Centers for Disease Control and Prevention and state health and agriculture departments, FSIS determined that there is an association between the fresh ground beef products subject to recall and illnesses.

The cluster includes 28 persons from 12 states infected with matching strains of E. coli O157:H7, reports the CDC.  

The number of ill persons identified in each state is as follows: California – one; Connecticut – four; Massachusetts – eight; Maryland – one; Maine – two; Minnesota – one; New Hampshire – four; New Jersey – one; New York – one; Pennsylvania – two; South Dakota – two; Vermont – one.

States where persons infected with the outbreak strain of E. coli O157:H7 live, from Aug. 21, 2009, to Nov. 2, 2009

The first reported illness began on Aug. 18, 2009, and the last began on Oct. 10, 2009, according to the CDC. However, all but two patients reported becoming ill between Sept. 17 and Oct. 10, 2009.

Sixteen patients are reported to have been hospitalized, and three developed a type of kidney failure called hemolytic uremic syndrome. Two deaths have been reported, according to the CDC. Sixty-seven percent of patients are male and 43 percent are less than 18 years old.

Anyone with signs or symptoms of foodborne illness should consult a physician.



Among the stores that sold the recalled products are Trader Joes, Price Chopper, Lancaster and Wild Harvest, Shaw's, BJ's, Ford Brothers, and Giant. See the FSIS announcement for a list of the products recalled.

Most of the beef packages in the recall bear the establishment number "Est. 492" inside the USDA mark of inspection and have identifying package dates of "091509" or "091609."

Consumers are urged to check their refrigerators and freezers for beef products produced by this firm and purchased on or after Sept. 15, 2009. They should discard or return the recalled beef products to the place of purchase for a refund.

Consumers with questions about the source of a package of beef should contact the grocery store, club store, or meat market where they purchased it, advises the CDC.

E. coli O157:H7 is a potentially deadly bacterium that can cause bloody diarrhea, dehydration, and in the most severe cases, kidney failure. The very young, seniors, and persons with weak immune systems are the most susceptible to foodborne illness.


FSIS and the CDC advise consumers to safely prepare raw meat products, including fresh and frozen, and only eat ground beef or ground beef patties that have been cooked to a temperature of 160° F.

The only way to be sure ground beef is cooked to a high enough temperature to kill harmful bacteria is to use a food thermometer to measure the internal temperature.

See “Is It Done Yet?” for details and food safety resources.


Consmers with food safety questions can "Ask Karen," the FSIS virtual representative available 24 hours a day at AskKaren.gov.

A toll-free USDA Meat and Poultry Hotline at 888-674-6854 is available in English and Spanish and can be reached from l0 a.m. to 4 p.m. ET Monday through Friday.

Copyright 2009, Rita R. Robison, Consumer Specialist

What were your best and worst consumer experiences this week?

Which consumer happenings cheered you this week and which one made you want to scream or weep?

Here are my best and worst consumer experiences:

My best consumer experience: Getting a free pair of fitovers

Recently, I lost my beautiful, purple, prescription sunglasses.

While it was upsetting, I’d been thinking for some time that I should wear “fitovers,” sunglasses that fit over regular glasses.

Fitovers aren’t attractive, but they offer better protection for the eyes because the sun’s rays can’t get in behind glasses. Consumers need to protect their eyes from ultraviolet rays to prevent eye problems, such as cataracts, later in life.

I was pleased when my sister gave me a pair of fitovers. She had an extra pair.

The photo shows what fitovers look like.

Flickr photo by cobalt123

My worst consumer experience: A ‘secure’ mailbox that isn’t secure for letters I'm mailing

Recently, my neighbor came over and asked if I was interested in getting a new stand for the mailboxes she and I share with another neighbor. She said she was buying a secure mailbox.

I’d been thinking about buying a secure mailbox, so I said yes right away.

My neighbor indicated her handyman would be coming the next week, and, if I purchased a new mailbox, he’d install it when he put hers up. I agreed.

I went to Ace Hardware, Lowe’s, Target, and Home Depot. Only Lowe’s and Home Depot carried secure mailboxes. I didn’t have time to shop further or check the Internet.

I selected a mailbox from Home Depot made by Architectural Mailboxes for $118. It was more than I wanted to pay, but I had a deadline.

The mailbox has two sections. The letter carrier puts the mail in the top section, and it falls down into the bottom section, which is locked.

After the mailbox was installed, I called the U.S. Postal Service to see how I could get the second key to the letter carrier. I wanted to put letters with checks and other personal information that I was mailing in the locked bottom section.

An employee told me that the Postal Service doesn’t accept keys for secure mailboxes. They don’t want the liability.

I was flabbergasted. The box for the mailbox made by Architectural Mailboxes says “U.S.P.S. Approved.”

I’m going to call the company about it. It appears to be false advertising.

Copyright 2009, Rita R. Robison, Consumer Specialist

Recall of the Week: Halloween flashlights sold at Target recalled due to burn hazard

About 610,000 flashlights sold at Target are being recalled because the flashlights can overheat and melt, posing a burn hazard to consumers, reports the U.S. Consumer Product Safety Commission.

Manufactured by DGI LLC, of Warren, N.J., and Tien Hsing, of Wanchai, Hong Kong and imported by Target, of Minneapolis, Minn., the flashlights have been the subject of eight reports of overheating and melting, including one report of burns to the hand.

The recall involves two types of Halloween-themed flashlights: the mini flashlights and flashlights sold with stencils.

Mini Flashlights – The mini flashlights have a key ring extending from the bottom and were sold in a pack of three colors: orange, green, and black. The orange and purple packaging has “Mini Flashlights (3 Pack)” printed on the front and “DGI,” “Made in China,” and “DPCI# 234-02-1813” printed on the back.

Standard Size Flashlights – Also included in the recall are standard-sized flashlights with a black handle and an orange top. The flashlights were sold with six stencils in various colors and images: a pumpkin, ghost, spider, cat, witch, and skull & cross-bones. “Flashlight with Stencil” is printed on the front and “Tien Hsing,” “Made in China,” and ”234 02 1838” is printed on the back of the packaging.

The flashlights were sold exclusively at Target stores nationwide from August 2009 through September 2009 for $1 for the mini flashlights and $2.50 for the flashlights with stencils.

Consumer should immediately stop using the flashlights and return the product to any Target store for a full refund, advises the commission.

For additional information, contact Target at 800-440-0680 between 7 a.m. and 6 p.m. CT Monday through Friday, or visit the firm’s Web site at www.target.com.

Copyright 2009, Rita R. Robison, Consumer Specialist