Monday, January 9, 2017

Healthcare pricing:
Forcing change through non-payment


I just ran across a CNBC.com article written by the head of a large Denver-based consulting group (bmgi.com) who's trying (as a side project, via a nonprofit he set up) to reform healthcare by forcing hospitals and other healthcare providers to publish price lists.

Though his article on cnbc.com is rather long and rambling and could use a good edit, it gets across a rather brilliant strategy to force change in the industry: Patients come to his nonprofit (brokenhealthcare.org) with inflated or confusing bills and he guides them through the steps needed (including sample correspondence) to tell the provider or collector they will not be paid until the provider produces a published price list and a detailed account of what the final price is based on.



"Just because you signed something saying you would be responsible for your bills does not mean you have agreed to simply pay any bill presented to you. Hospitals must explain their prices and how they are derived. It is insufficient for them to merely say the charges are “customary” or other such language.

Request an explanation of how they derived the price of services you are being charged for and ask for specifics. For example, is the bill based on the time you spent in the hospital, the time doctors and nurses spent with you, the skill level or years of experience of those who cared for you? What is the formula they are using to calculate your charges, if any?"

He shows you how to avoid being reported to credit agencies for nonpayment, or rather, to force them to note the charge is "disputed" when and if they report you--again, until the provider produces a price list. He dares them to sue for payment.

His nonprofit has legal help available and is itching to take a provider to court and force this issue out in the open, to break the cartel that keeps provider pricing (he seems to focus primarily on hospitals) so secretive, variable, and confusingly billed. So far, none have taken him or the patients he represents to court--or even made them pay their disputed bills.

He's not trying to avoid paying providers what they have earned. He is trying to force them to develop a consistent and transparent pricing model--to change the law to require it, in fact.

And though he doesn't articulate it very well, I think he's saying that he wants the cost shifting going on below the surface to be fully revealed, to show who is subsidizing who among the patients being treated--which would include disclosing how much care is written off, so we can see exactly how much those who pay are transferring to those who will not. His prediction:

"You will repeatedly assert that you will pay the bill once the hospital gives you the information you are requesting. The hospital will eventually pull the bill because it would rather lose your money than reveal details about its pricing and negotiated deals with insurance companies."

If you don't feel like reading his whole piece on cnbc.com, see his video on the home page of brokenhealthcare.org. He's right: We will not solve our healthcare payment mess by merely repealing O-Care. We must have transparent pricing to force the market to yield to the forces of supply and demand, like all the other markets we each participate in, from food to haircuts to car repair.

If you work in healthcare, pass this around to your colleagues. As a provider AND a consumer, you know better than anyone how broken the pricing and payment of healthcare delivery is. The doctors I've talked to admit they have no idea how their back offices are coming up with pricing for various patients--and they just want to do their job, not mess with billing.

This guy is throwing down the gauntlet, and I believe his non-payment movement is going to spread until hospitals pry the lid off their secretive, manipulative, and deliberately confusing pricing machines.

Monday, July 27, 2015

Star . . . bust

Dear Wm. Wrigley Jr. Company:

I just bought another bag of Starburst FaveREDs, the assortment of watermelon, cherry, strawberry, and fruit punch Starburst chews.

I have had the impression in the past that there were too many of the flavors I didn't like, and too few of the ones I did like. But I had never done a quantitative analysis of this idea before.

As it turns out, I was right. When I dumped out a brand new bag and sorted them into four groups, I found that the most prevalent flavor by far is the disgusting Fruit Punch, with 36 pieces out of 81, or 44.4% of the bag. Coming up next is cherry, with 26 out of 81, or 32.1%. Watermelon is 11 pieces, or 13.6%. Finally, there's strawberry, with 8 pieces or 9.8% of the bag.



Now I realize that you can't please everyone, but why not make the flavor mix closer to equal among the four? Watermelon and strawberry are my favorites, but together they represent a paltry 22.4% of the bag! So I'm not going to buy FaveREDS anymore unless you change it so each flavor in the bag gets a quantity deviation of no more than 5%.

I am sharing this letter on my consumer affairs blog, the "eValue-ator," and I will share your response there as well.

Sunday, August 17, 2014

Fis-Cares? We'll find out!

Dear Fiskars Consumer Feedback Form:

I recently went to Walmart, and bought what this page of their site lists as a Fiskars Basic Pruner: http://www.walmart.com/ip/Fiskars-Basic-Pruner/23598073

It cuts fine, but has an annoying habit of self-locking when you are squeezing the handles together. Essentially, when you are holding the tool in the position I consider most natural (front blades curving upward, as shown in all images of the tool), and squeeze the handles together, the (very light) weight of the locking tab--driven by gravity--makes the tab drop down and lock the blades together, even when you don't want them to. There should be a mechanism that holds the locking tab in place and requires pushing it downward--not just allowing it to drop downward into the notch. This seems cheap and un-Fiskars-like.

I wanted to leave this feedback on Amazon, but they don't list this tool (#9686). In fact, I can't find it anywhere but Walmart.com, so it must be a "special" model for that chain's discriminating buyers. I am sharing this note on my consumer blog and hoping others will be aware before they purchase this pruner from Walmart. I am not satisfied with this tool, now that I see how it self-locks, but I doubt Walmart will take it back in used condition. I will be happy to share your response on my consumer blog, as well, if you have a response. Thanks.

--The eValue-ator

Tuesday, November 19, 2013

Sears in the Twilight

Watching TV last night, I was surprised to see an ad for Sears. Specifically, they were (pre-?) promoting their Black Friday "Doorbusters." In fact, I'm always surprised to see that Sears still bothers to advertise, given their ongoing losses and such extreme financial distress that they might spin off their auto centers and Lands’ End division.

Sears was extremely important to our middle-class, suburban-style farm family in the 1960s and 70s.

Late, unlamented Wards took some of our retail dollars, and JCPenney (whose name at the time still had periods, and spaces) had the nearest thing to a department store in the small town we shopped in, but for day-in/day-out acquisition of the material good life, Sears was king.

The local Sears store (never as posh as the sign shown here) was right downtown on old Main street, in a traditional and pretty narrow storefront that stocked nothing but boring (to a kid) appliances like fridges and dryers and water heaters (all of which we bought at one time or another). But it was also the place we went to pick up everything we'd ordered from the magical Sears catalog.

Yes, there were the seasonal catalogs--Spring and Summer, Fall and Winter, and the wonderful Christmas WishBook. But several times a month, smaller Sears catalogs filled with sales and special deals and items that weren't in the big catalogs also hit our mailbox.

For a kid like me, who loved reading about products and seeing what was new and comparing prices, the Sears catalogs were a taste of everything modern and exciting in a variety that our small local stores just couldn't stock: Clock radios, TVs, bicycles, power tools, watches, cameras, water skis, you name it--it was all there--Just a phone call away.

Mom would call the local Sears store and say "I'd like to place an order" and the clerks would take her catalog numbers and name and say, "You can come pick it up on Thursday!"

I think it usually took only 4 or 5 days, although occasionally something popular might take a week and a half, and we didn't mind waiting. The next time mom was in town for groceries, she'd stop at Sears, write a check, and stick the goods in the trunk.

I can picture the family car (an Oldsmobile) slowing down to turn into our farmyard after I'd been home from school a couple hours, anticipating Mom bringing home something I'd ordered--Like my first Instamatic camera, my waterproof divers' watch with glow-in-the-dark hands, or a darkroom kit--All purchased after long and serious consideration and months of dreaming in the pages of the Sears catalog.

When we would go to see relatives in a bigger Midwest city, the big Sears at their mall was a place of glamour. They had, it seemed, almost everything in the catalog in stock, even a candy counter where you could buy treats by the pound. You could buy LP records made by a Sears recording label (I have some from the 60s in my record collection). It was about the ultimate retail experience. My aunt and uncle, like us, bought nearly everything there--and without time-consuming waits.

Dad got most of his hand and power tools from Sears--occasionally Wards, which would ship them directly rather than have you pick them up--and even quite a few of our clothes came from Sears. I wouldn't say we never went to a clothing store (usually Penney's), but for a lot of things it was just easier to find what you wanted in the catalog and place an order (and in the 70s, that often meant polyester was involved!).

I really loved the blue running shoes with white stripes--clearly a Nike knock-off--that I got from the Sears catalog around 1978 or so. But it was one of the last clothing items I recall getting from Sears, because by then I was in high school and we preferred to go to one of the real malls that had sprung up in our mostly rural state, even if it was a couple hours away, with far more stores than Sears to choose from.

Now, Sears struggles for life, and with the many online and brick-and-mortar choices available to me in a big city, its passing will have little impact on my family’s daily life.

A former Kmart near us became a Sears "Grand" a few years ago. As a “Grand,” it had a food “pantry” section and drugstore departments, very similar to the Kmart it replaced. Despite being near a busy intersection, it was nearly always empty, which I actually liked because I could stop by on the way home from work and get in and out quickly for commodity items like shampoo or batteries. No lines, no crowding.

They later converted it back to Kmart, but it remained empty and lasted only about a year before closing for good. (You know things are bad when your Kmart division is outselling your Sears division, though you have to wonder about the skill of their retail managers at reading local sales and economic data to arrive at such frequent and costly brand-flipping decisions.)

I have seen some stories about how the land and buildings that make up what remains of the Sears retail chain are actually worth more than whole value of the brand itself. Their Craftsman and Kenmore brands are still worth something, but I see that they're starting to sell Craftsman at True Value (and Kmart) and clearly preparing for a day when the whole thing winds down.


I have good memories of Sears, but its time has clearly passed. My teenagers have zero connection to the Sears brand, despite being in one a few times. My parents’ Sears religion has been converted to our family’s retail faith in Amazon/Target/Walmart.

Saturday, October 5, 2013

The Damp Reality

Dear United States Postal Service:

We have a persistent issue receiving magazines in our mailbox that have a wet, wrinkly, and pages-stuck-together spot on the front or back. It has been a recurring issue all summer, and occurred again today. We suspect that the wetness and deterioration comes from a carrier's perspiration or perhaps a dripping water bottle in his or her bag of mail. In any case, it is icky and degrades the quality (and sometimes readability) of our magazines. I will be sharing this letter with readers of my consumer-affairs blog online, and will be happy to share your response with them, as well.

Sincerely,

The eValue-ator

Response (two days later):

Dear [eValue-ator]:

We will act immediately to ensure that your mail, your carrier’s performance, and service in general receive more care and attention. We must catch mistakes like the ones you brought to our attention before they happen. We are truly disappointed that we did not provide you with good service. We will make extended efforts to improve upon our performance, as we value your business and would like to keep you as a satisfied customer.

Thank you for the opportunity to address this matter with you.


[local city name] Post Office

Thanks, post office. We'll be alert to damp mail from now on and let you know.


Tuesday, August 27, 2013

Eddie Bauer, the Response

It took several weeks, but Eddie Bauer headquarters finally responded to my criticism of their hyper-aggressive retail sales staff. I'm proud to have my comments shared with their "leadership team" and sincerely hope that some heads will get banged together over their foolish, heavy-handed, utterly repellant customer stalking. Perhaps it's time for a re-visit, unless of course this email was written with "AutoResponder 7.0 software" and the corporation is so bureaucratic that it takes weeks for leadership to actually read and react.

"Dear [eValue-ator]:

Thank you for contacting Eddie Bauer regarding your recent experience in our store. I am pleased to hear that you have been such an ambassador of the Eddie Bauer brand for many years. However, it is always an immediate concern to hear when a customer is disappointed in our service. I genuinely apologize for any dissatisfaction you experienced during your visit.

We do ask our sale associates to follow five requirements that include greeting the customer and asking questions to ascertain the customer's needs to help them find what they are looking for. Certainly, your indication that you were simply browsing and did not need further help should have clearly defined your needs.

At Eddie Bauer, we strive to develop a sales staff that is attentive and enhances the selling experience by listening to the customer. Assistance should be offered but not forced. From your description, it certainly sounds as though we failed to listen to your needs and respond appropriately.

I appreciate the time you took out of your schedule to write us regarding your shopping experience. We take great interest in our customer’s feedback on the products and experiences on which our brand was built.

It is our practice to share customer comments with the leadership team responsible for your experience. We can only hope that you will remain a loyal customer and allow us another opportunity to extend to you the premier level of satisfaction our company demands.

Sincerely,
[name of responder]
Office of the President

Eddie Bauer"

Monday, August 5, 2013

High-Guilt Sweetener Drama

High-fructose corn syrup (HFCS) has spent several years becoming the villain of health reformers and public-health do-gooders, taking the blame as an almost unstoppable force behind climbing levels of obesity, diabetes, and the other public health "epidemics." In fact, many health advocates say that HFCS is the latest tool of big, evil food companies (and/or the medical/industrial complex) trying to KILL us all! BAN IT NOW!

A new story in Scientific American ("Is Sugar Really Toxic?") reinforces what I have always believed: There is nothing inherently harmful about consuming modest amounts of HFCS, or any other sugar, as part of a balanced diet.

HFCS is a miracle of science, a cheap sweetener that brings pleasure and variety to our diet. Our family loves a good salad, a serving of freshly steamed broccoli, or a slice of whole-wheat toast. But we also enjoy an occasional can of ice-cold soda, scoop of Sherbet, or bowl of Super Sugar Crisp (now the absurdly renamed "Golden Crisp.")--all infused with HFCS. 

Jog on, food-control nannies--we're going to continue to eat modest portions of what tastes good, and let the joyless extremists vacillate between public denunciations of supposedly evil foods and the secret binges that feed the guilt they attempt to inflict on everyone else. (And by the way, our kids have far fewer cavities than my spouse and I, who grew up in an era before HFCS existed.)

Sunday, July 28, 2013

Eddie Bauer:
Exploring New Frontiers in Live Harassment

 Dear Eddie Bauer, Inc.:

Yours is one of only a handful of companies that I have felt some enduring connection with and loyalty to as an adult consumer for the past 25 years. It is one of the few companies, along with Apple and John Deere, that I would consider a personal “lifestyle brand” encapsulating my values and aspirations. If my recent experience in your local store is any sign of things to come, our relationship may be coming to an end.

I have long embraced the Eddie Bauer ethos of adventure, outdoor living, and classic American style. I was delighted when your company started producing home furniture and textiles (which graced our own home) in the 90s. I was particularly impressed by your brief experiment of selling upscale clothing under “AKA Eddie Bauer” brand, and still count the high-quality garments I bought there among the most treasured in my portfolio.

It was difficult to watch the decline of your brand in the marketplace, to witness the elimination of lines like furniture and “AKA” and to see the once-expansive Eddie Bauer presence in our local mall shrink to a fraction of its former glory.

Admittedly, I have shifted much of my shopping to online, including the shopping I do with your brand. But today, I happened to go to the mall with my adult daughter, and the colorful backpacks in the window caught our attention, so we went in.

The first clerk who approached us gave the standard opening pitch about the current sale items and the usual promise to help. We thanked her and said we were just looking. We had browsed for only about a minute when she stood in front of us again as if she had something to say, and asked again if she could help. We again said, “No, thanks” and moseyed along.

Another minute passed, and we were intercepted by a second clerk who repeated the special sale items (“gear”), gave us her name, and again insisted we locate her if we had any questions. Again, we said thanks, but we’re just looking. Another minute passed by, and she reappeared as we browsed the clearance rack, and she gave us a long pitch for how a jacket I was looking at had been tested by real mountain climbers. We attempted to ignore her, and when she finally walked away, my daughter said, “Let’s get out of here.” And although I wanted to browse some more, I had to agree the environment was distinctly hard-sell, and we got out while we could.

I don’t know which customer-experience genius at headquarters came up with this new push to be in the customer’s face every sixty seconds, but this short-sighted decision to corner, harass, and push customers into buying at regular, short intervals has turned me off to the Eddie Bauer retail store experience forever.

Your high-pressure “constant contact” approach may work with other people, but we are not the type of people you can sweet-talk or bully into buying. In fact, the only circumstance under which we might buy is if we are free to explore on our own and determine which items meet our needs without anyone shadowing us, almost acting is if they think we’re shoplifting. (My daughter, back from a year of study in Europe, said it almost felt as if she was back in Morocco with smarmy street vendors and obnoxious storekeepers pressuring the Americans to buy. Way to turn off not just late-middle-age men, but the next generation of your buyers at the same time!)

I realize your brand went through bankruptcy and changed owners a few years ago, and your new management may now be manically obsessed with increasing revenue per store to avoid repeating the financial problems of your past. However, your decision to harass customers with a hard-sell approach is foolish and will ultimately result in more shoppers being driven online and missing out on the experience of touching and trying on items that only live shopping can achieve. When a customer says, “I’m just looking,” don’t forget that they’re also looking for a reason to never darken your doorway again.

I am posting this letter on my consumer-affairs blog for anyone searching for your brand to find. I will be happy to post your response, as well. The final chapter of this story is up to you.

Sincerely,


The eValue-ator

Monday, May 13, 2013

Returns aren't a Treat



My wife was recently in your store and considered a nearly ten-dollar bag of something that included chocolate, pecans, and caramel. She thought I might like them, but wasn’t sure. She asked the clerk, “Can I return these if my husband doesn’t want this variety?” The clerk specifically said, “Sure, no problem.”

When she returned to the store the next day with her receipt and the unopened bag (since I decided I didn’t need a big bag of candy) and requested a refund, the clerk gave her a line about how “we can only give you store credit.”

When my wife pointed out that the previous day’s clerk (who was sheepishly standing behind the one she was now talking to) had implied that a refund would be “no problem,” the new clerk said, “Well, we don’t normally allow returns for cash, but I’ll make an exception in this case.”

What exactly is the return policy on unopened, receipt-provided items? I suppose the selling clerk was technically correct in saying, “Sure, no problem,” but since she failed to add “for store credit only,” we—like most consumers—assumed "return" would equal a no-questions-asked refund.

Please, get your staff straightened out on this matter, post your policy, and stop guilt-tripping customers who are making day-by-day, moment-by-moment decisions on whether to ever come back in your store again!

Your new stores are as attractive as anything in the retailing business. It’s time to make sure your staff lives up to the quality that the buildings themselves project.

I am sharing this letter on my consumer-affairs blog and will post your response, as well.

The eValue-ator

Dear [eValue-ator]:

We apologize for the poor service you and your wife received when visiting our retail store. The return policy for our Russell Stover Retail stores, as printed on our receipt is:

Russell Stover Candies proudly guarantees the quality of our products. If you’re not completely satisfied with your purchase, you may return it along with the original sales receipt to receive in-store credit in the amount of the original purchase price. Returns without the original sales receipt will be issued in-store credit in the amount of the lowest current sale price. See posted policy in store for further details.

We understand the policy, which should have been posted at the register, was not in sight and it should have been. When we remodeled the store, we failed to re-post the sign. We are correcting this matter to avoid misunderstandings in the future. We understand the problem with your experience was that our employee mistakenly gave the impression that the candy could be returned for credit if you were not satisfied. We are sorry for this misinformation and we are working with the employees to make sure they are communicating our policy correctly to customers in the future.

We appreciate the time you took to let us know of your experience, and we are sending a check to cover your expense. We hope you continue to be one of our valued customers and please feel free to contact us with any further comments or concerns.

Sincerely,
Russell Stover Candies Customer Care Team


Acknowledging that their staff misled a buyer is a start. But they don't even attempt to justify their "store credit only [even with a receipt, unopened merchandise, and the next day]" return policy, which is extremely rare among retailers.

Also, I'm not sure why sending a check is necessary (and I'm not sure what amount it's going to be), since we actually did get the refund from the clerk, as I stated.

These are nice stores, and it's a company with a proud history. I hope they succeed. Give them a try.

But make sure you know what you want! I think their "store credit only even on receipt-accompanied, unopened, quickly returned merchandise" policy represents short-term thinking that I believe will, in the end, cost them more customer loyalty than it adds to the bottom line.

Sunday, March 17, 2013

New floor - New flexibility


It's always satisfying when a DIY project starts out with a simple goal in mind but ends up improving your daily quality of life in ways you hadn't anticipated. That's what happened with the floor I recently installed in our "sunroom," the little-used front entrance area of our 1939 home.

The room has always had plenty of charm thanks to its large windows bringing sunny views of the neighborhood to our south, and eventually of our detached garage/studio to the west. But it lacked a clear purpose, despite its proximity to the living room, particularly since we as a family enter via the back (kitchen) door, due to the positioning of the garage, and visitors also mostly use the back entrance after parking in front of the garage.

It has functioned over the years as sort of a playroom (when the kids were little), an occasional place to sit in the wood IKEA patio chairs we brought inside and repainted as beach-house-ish "sunroom chairs," and as a storage place for coats, shoes, backpacks, and umbrellas--despite being inconveniently located on the opposite end of the house from where we actually come and go. When we got a cat, it became a place to put the food, water, and litterbox.

I installed the vinyl floor visible below not long after we moved in in late '99. The previous owners had kept this room, with its then-varnished three-quarter inch tongue-and-groove paneling, pretty rustic, with a strictly decorative old iron cookstove on display (which they fortunately took with them) and brown-painted plywood floor. However, the floor was extremely flat and flex-free--I later found out it was 3/4" plywood over 1/2" plywood resting on stringers over the solid concrete slab of what had likely once been an open porch.

After researching various flooring options at the time (and heeding my wife's insistence that no fake woodgrain be involved, ruling out Pergo laminate), I settled on solid Armstrong vinyl flooring squares, the same kind that have been used in schools and churches and retail stores for 60 or 70 years.

With their precision-cut edges, the vinyl went down quite quickly after I applied--with a grooved trowel--the approved Armstrong adhesive.


The color on these things, with their "flecky" texture, goes all the way through, making them popular for high-wear situations. I knew that Armstrong recommended waxing this vinyl, but the floor looked fine and I didn't really want to mess with it.

I should have. While the floor went down flat and straight, I believe that over time moisture migrated into those unsealed cracks and the tiles began loosening, to the point that the floor sometimes seemed like a giant "slider puzzle."



For the most part, the squares were still in good shape, though dull on the surface. But I knew I'd have to re-stick them to the floor, and I didn't want to mess with wax any more than when I put them in.

Thanks to a tip from Family Handyman magazine, and again keeping in mind the "no fake woodgrain--or any woodgrain" request of my wife, I found and ordered some new flooring that we'll get to in a moment. But first I had to remove the old one.

Fortunately, the adhesive had loosened so much that no chipping or pulling was required. My son and I really just grabbed them by the edge and lifted them up.


These tiles are such workhorses that I knew they could have a second life with someone willing to reinstall and wax them. But with all the other options out there, is there still anyone around willing to trade maintenance chores for superb durability? Instead of just throwing them in the trash, I stacked them under the garage porch, took a few photos, wrote up some ad copy (complete with brand name, color name, and full disclosure about the waxing requirement) and posted it on Craigslist. This was one of the photos.


Within a week, I had a buyer, who--per my instructions on Craigslist--loaded them up while we were away and left the requested $30 under a nearby brick. Gotta love the Midwest.

With my floor cleared for installation, and several days of holiday available to work on it, I gathered my supplies and brought the new flooring up from the basement.


It's "Marmoleum Click," a snap-together surface made by the European flooring giant "Forbo." Though they offer plenty of snap-together floating floors by Pergo and other American makers, the big-box home supply merchants don't sell this particular stuff, and it may be because it has none of the fake wood grain that Americans love. You're going to find Marmo Click at specialty flooring retailers--in my case, Inhabit, a downtown purveyor of unique and eco-friendly building products.

Marmoleum is considered "green" because its wear surface (top) is actually old-fashioned linoleum, one of the earliest modern flooring types whose key ingredients are linseed oil, pine rosin, and sawdust. Remarkably durable and easy to care for, it has fallen out of favor as plastic flooring has grown in popularity. But it is making a small comeback among those who explicitly want flooring made from organic ingredients, or who (like us) just prefer its authentic pattern and texture, which--like vinyl--goes all the way through.

Marmoleum's real genius, however, is the way it's mounted on what appears to be some form of MDF (not sure how green that is) and a cork backing, which adds insulation and softens its step a bit. Equally important, it has a uniquely and precisely milled edge-interlocking system that makes getting a smooth and visually seamless surface drop-dead simple--a far cry from the old days when Linoleum came only in big stiff rolls that required professional installation.

Here's the first two tiles (each about 1' x 3'--actually 30cm x 90cm) in place in the southeast corner of the room.


Since this is a "floating floor" (no adhesive holding it down), you have to leave a quarter-inch or so gap all the way around (to be later covered by shoe molding) to allow for expansion and contraction. That's why I cut little pieces of scrapwood to stick around the edge as temporary spacers until the mass of floor gets big enough to not move on its own during installation.

The way the floor snaps together with a well-engineered clicking action is particularly satisfying. The tongue and groove of adjoining sections pulls the pieces together so tightly that you can't feel the seam with your fingers, and the lighting has to be just right to even see the line.

The first row is especially easy, because you're not tongue-and-grooving two edges, as you have to do on later rows--although even that is not difficult. Jus align the first end . . .


And push it down on the leading end. Then you're ready for the next one.


Here's the first three rows, giving a real flavor of the mottled gray color we chose. It almost looks like some sort of stone. But not woodgrain! That would be terrible.


Note that the leading edge of the installation (the row next to the unfinished floor) is just slightly flared up over by the distant base molding. This is normal, and its due to the slight resistance that helps the engineered tongue-and-groove system make the flooring seams so snug. When the next row of flooring gets attached, this one will lay completely flat from its weight.

I swept and vacuumed the plywood before starting, but stuff happens, so I kept a whisk broom handy as I went along to ensure that everything under each new row stayed clean and--the whole point of that--flat.


Also note (above) the temporary wood block propping up the tile just behind my hands. This is necessary because you're mating two adjoining edges with the same tongue (or groove). 

It goes together brilliantly. First, you connect the short edge and pivot it down. Because the whole row is at a slight angle, you can still slide the long-edge tongue and groove together easily.


Sometimes, a slight tap is necessary to really snug them up, but your Marmoleum dealer will loan you a small, plastic block that fits over the edge just for this purpose, and avoids damaging the connecting edge you'll need on the next row.




Once the row is done, you pull out the "angle-preserver" wood blocks I mentioned above and push the whole row down. My son and I started at opposite ends and just sort of crawled toward each other until the row was flat, or nearly flat. It takes about ten seconds.

This continued on for several hours, and into the next day as we worked our way across the room and prepared for the irregularly shaped cuts on the north side of the room. One problem with buying this flooring is that you have to buy the planks in seven-plank packs, so I measured several times, particularly around the various ins and outs of the north wall, and it looked like it was going to be really close--I didn't know how close. I didn't want to order another package with its minimum of seven planks.

I'm not going to lie to you--It got ugly as I began to cut planks over on the other side of the room. Sawdust covered everything, tools were scattered everywhere, and my legs began to ache as I went up and down a hundred times--cut, fit, cut, fit.


After getting the floor in place, I had to start on shoe molding to cover the gap around the edge. This required primer and two coats of latex matching the existing room's green trim color, a separate operation done in the basement a few days earlier.

Fortunately, I bought a good pneumatic finish nail gun a few years ago, and it quickly locks the trim into place once I finish fitting and miter-saw cutting each piece in the hopeless A-R fashion I am compelled to follow.

However, it was all worth it once the tools were gone and cleaning commenced. I swept the dust into a big pile, vacuumed everything with the shop vac, and gave it a light damp mop (no soaky-mop water cleaning here--it's not designed for bathrooms). With each stage of cleaning, the floor I'd imagined emerged ever clearer, until . . .




Amazingly, this was all the scrap I had left!


Now, there is one more part to this story. In the northeast corner of this room (just to the left of the front-entrance door visible above) is a little four-foot-wide nook, formed by the inverse shape of the "fireplace bulge" from the living room (left side of image, below, behind the temporary work-light cord). From the time we moved in here, we didn't really know what to do with this little shelf area, so Sheri filled it with a variety of vintage-60s toy collectibles that few people ever saw. I should have gotten a picture when those items were on display, but at least I got this one, after the new flooring had almost reached this point and we suddenly decided to decommission it from its former function.


The little built-in cabinet--also made from this beefy solid-wood paneling--was less useful than you'd think. We used it for overflow toy storage when the kids were younger (our entire "Hot Wheels" collection lived here, as well as some Polly Pockets), and then as a place for litterbox collection bags, once we got a cat and had the litterbox in the nook to the left, just below the vent visible above. But it was a dead node, overall, unclaimed space that contributed little to our everyday life.

While working on the floor, and having husband-wife discussions about the purpose of this room, an idea emerged from the fact that I had mentioned putting a small desk in this room for mail sorting and laptop-based web surfing--something I'd been doing for years at the dining room table. Sheri said: Why not turn this shelf/cabinet space into a little desk area? It was a good idea, but one I had never considered since I thought she considered her collectibles too precious to ever remove--but it turns out she was ready to close the museum down. I asked if she minded getting rid of the built-in cabinet (she is an even a greater champion of the Old and Authentic than I am), to allow for leg room. She did not.

So, faced my wrecking bar and hammer, the surprisingly stout cabinet was pried apart and turned into firewood. After doing touch-up painting where it had been, I continued laying flooring all the way under the former cabinet spot, further stretching my just-barely-enough flooring plank stock. But the emerging desk-y possibilities presented by this spot made it all the more appealing, and I pushed forward until this was the result:




During the next few days, I tried it out as a surfing station. Success! It worked great, even with the lousy "balance chair" (half-sit, half-kneel) from the basement office. But this was just the first step.


During January and February, I made a few additional enhancements . . .
  • salvaging a piece of cabinet-grade plywood from the basement, painting it gray, and sealing it with wonderful Polycrylic from Minwax to provide a larger (and non-stick) desk surface on top of the existing narrow ledge.
  • adding a task light. I bought this low-voltage, high-intensity halogen spotlight years ago at IKEA, and it was sitting in the "lamp bank" in the basement awaiting its next purpose.
  • getting a new chair
. . . it was finally taking shape as a comfortable place to surf in the evening, sort the mail, and charge electronics.


In fact, charging electronics--the camera batteries, the phone, the laptops--is one of its most important tasks, greatly reducing the wires and gadgets formerly found on the shelving unit in the dining room.

To help tame a potential cable tangle in this new location, I picked up an odd but useful wood box at the thrift store and cut it in half to make two under-desk cable/charger holders. They're now screwed to the underside of the desk where they hold a power strip (behind the sliding cover on the right) and the charger for my work laptop (on the left), out of sight. An inconspicuous hole in the corner of the desk now routes wires safely to and from the work surface above.


I'd been looking at chairs and knew that the big box and office-supply store ones are made-in-China cruddy. While sofa shopping at Crate & Barrel, I stumbled across this one, whose sharp styling and ergonomic quality immediately grabbed my attention. It's a Steelcase Cobi, a "contract" (office) quality chair that sits great and was worth every penny of its greatly reduced floor-model pricing at C&B. And I could have it in any color I wanted, as long as it was black!


I'm writing this from that chair, in this formerly unused corner of the house, and it's obvious now that reclaiming this space has had ripple effects, including clearing off the dining table for actual eating, making the dining room cabinet less cluttered with electronics, and providing a good spot for mail and magazines to get sorted out without going to my "main" office in the basement.

Oh, and though he was traumatized for several days by the sound of saws and nailguns, Kitty approves of the new space, too. He's adapted to his new fully enclosed litterbox in the basement and has a new and tidy corner of the sunroom to eat and drink in (just to the right of this picture).


One more interesting point about Marmoleum--It's available not only in the 1 x 3-foot planks I used, but in 1 x 1 squares that can be mixed and matched to create original designs like this:

More here.

Thursday, January 3, 2013

Doesn't measure up

Dear Wescott Customer Service:

I purchased a metal Wescott ruler, in green, at Target about a year ago. It has been a useful ruler, but the markings on the squared-off end are rubbing off due to normal use. So now I can't measure anything below one inch or above 28 mm (scale on the opposite side). 

Do you consider this an acceptable performance characteristic for this product? I do not, and--as a consequence of someone's cost-cutting idea of using printing that wears off--I will always look on Wescott products with skepticism. 

I am sharing this letter with readers of the "eValue-ator." I will share your response with my readers, as well.

Sincerely,

The eValue-ator

Wednesday, December 19, 2012

Crush the PAR16 Cartel!


A few months ago, I was replacing another of the narrow halogen bulbs (with a built-in reflector, thick glass, and standard screw base, aka: PAR16) that are in some of the track and can lights in our house. They're pricey ($8 or $9) and seem to burn out too often. I looked at various LED-based replacements for these, but they cost even more and aren't as bright. And for the locations I use these bulbs in, I don't need a bulb that will last forever.



Browsing on eBay, I came across an interesting product that I thought might get around the problem--an adapter/converter that screws into standard ("E27") bulb base fixtures and lets you use GU10 bulbs. GU10s are the little halogen reflector bulbs (right) that have two "posts" with enlarged ends that install with a bayonet-like twist.

I found a plastic version of this adapter from China on eBay (how bad could it be?) for a couple bucks, but realized a few days later that it had literally melted in my track light (no harm done)! Fortunately, I found another version on eBay made with a ceramic/porcelain body that couldn't melt. Success!

I can now buy a three-pack of GU10 bulbs for $9 - $10 at any store--and even cheaper per-bulb online--and stick them in the same fixtures that formerly took the costly bulbs. They are available in a wider range of wattages than the PAR16s, too--I have seen 20, 35, and 50-watt versions, so you're covered for a range of needs.

This combo might also work in place of the thinner-walled R20 reflector bulbs that other fixtures take. I see that Amazon has a variety of these adapters, but they all appear to be plastic (even the one marked "porcelain"), so I would avoid. However, eBay still has the real porcelain ones I bought in a five-pack for about $10, shipping from USA included--an investment that should pay back pretty quickly given the two bulb types' price differential. (If this link goes dead, search their online store: Centrix International.)


Crush the PAR16 Cartel! Rally behind the GU10 vanguard!


Sunday, November 4, 2012

NoPhoto -- No Ticket!


Traffic cameras? It's about time someone fought back against this blatantly unconstitutional tax on random drivers. Introducing NoPhoto, by No Limits Enterprises.

Note: I don't support speeding or running lights. But having read many stories about how the contractors who put these cameras in cities are allowed to fine-tune the timing of the yellow light to trap more drivers, and because I believe in the right to face one's accuser, and because the corrupt Port Authority of NY/NJ has TWICE attempted to fine me (when I returned home) for not paying Lincoln Tunnel tolls into NYC when I had receipts to prove I had paid (they're obviously expecting an out-of-state driver wouldn't bother to fight them--I sent a copy of the receipt both times and was then left alone) . . . I think we must fight back against this tyranny, although--plan on it: "chipped" plates that detect your proximity to a traffic cam are probably coming next. Smart guys will figure out how to jam those, too.

For years, I was envisioning a clear plastic license plate cover that would contain LCDs capable of generating random characters, but this will work, too:

"While the noPhoto is a highly advanced piece of equipment, the concept behind its operation is elegantly simple.  Here is how a typical traffic camera encounter would happen with the noPhoto installed on your car:

  1. The traffic camera fires its flash to illuminate your car for a picture
  2. The noPhoto detects the flash, analyzes it, and sends the proper firing sequence to its own xenon flashes
  3. The noPhoto precisely times and fires the flash at the exact moment needed to overexpose the traffic camera
  4. Since the traffic camera is not expecting the additional light from the noPhoto, all of its automated settings are incorrect and the image is completely overexposed.  Your license plate cannot be seen and you will not get a ticket in the mail."

Friday, September 21, 2012

Dear QLess:

Kansas Dept. of Vehicles is using your web-based software to "serve" customers who need license renewals and title work. It's a good concept--no more waiting in line! But in practice it's awful--About 45 minutes after "getting in line" online, I was sent a text that my estimated time until I'd get service was thirty minutes, but when I got to the motor vehicles office it ended up being an hour and a half. 

Q-less? More like Queue-max!

Time to tune up those time-estimating algorithms just a bit! I hope I won't be subject to them for a long time--the next time I have to register or title a vehicle.

I'm publishing this note on my consumer activism blog, and I'm sure people shopping for software like yours will find it. I'd be glad to publish your response, as well, if you can think of any possible way to defend yourself.

Wednesday, April 4, 2012

Squeaky Wheel Re-runs:
The Kikkoman Incident


Since starting the eValue-ator, I have gotten several comments from friends and family recalling the letter I wrote to Kikkoman in 2007, decrying their soy sauce dispensing system. I always wondered if the day this clearly articulated gripe arrived in their inbox and started getting circulated throughout the office, if meetings were held and desks were cleaned out as an HR representative stood nearby. 

My ending is rather harsh, because I had not yet developed this blog and the concept of "allowing" the company to "write the last chapter" of the story, preferably by acknowledging the problem, promising to at least look into solving it, and providing some sort of compensation for the trouble endured and the letter written. In this case, Kikkoman sent me a standard apology letter and one of their classic glass decanters with the double pinhead-sized pour spouts on its plastic cap. This dispenser (at right, in the photo) works much better than their bottle at the table, but it comes up short in the refrigerator, where it could easily tip over and start dribbling out--or at the very least exposing the soy sauce to air through the two permanently open holes, thus making it lose freshness.
Dear Kikkoman.com: 
Our family have always been fans of Kikkoman soy sauce, but your 15-oz. bottle has put a dark cloud over our experience with your product.

The LAST bottle of Kikkoman we bought (probably a couple years ago), which was about a 10-12 oz. bottle, had an efficient, small-diameter cap insert that dispensed the sauce with a quick shake, exactly where you wanted it.

The new 15-oz. bottle has four large slots around the edge of the insert under the cap, and the sauce comes POURING out if you attempt to shake it onto food on a plate. If you carefully tip the bottle to coax just a few drops out while moving it around the food on your plate, it simply dribbles down the side of the bottle and onto the table.

Folks, this is not ketchup! Soy sauce is a concentrated, runny condiment that is delightful in small amounts but disgusting in large, splashy pools that overpower the subtle flavors of our homemade stir-fry. It's positively Kooky, man! 
What were you THINKING in making such a change?!? My GUESS is that you were thinking, "Hey, let's put bigger holes in the cap insert so that people can POUR it into measuring spoons for COOKING, and they'll WASTE even more attempting to dispense it at the TABLE, too, thus leading to higher sales."

Which middle manager of your organization came up with this foolish scheme? Which vice president signed off on it? Their short-term thinking for quick-term profits has led not only me, but undoubtedly many consumers, to think twice before buying another bottle of Kikkoman. Sentence the offenders to a week of waiting tables at a restaurant where Kikkoman in the 15-oz. bottle is served, and make them hear the curses of its users and clean up the stainy, sticky mess that results from ordinary table use.
Now I will BOYCOTT Kikkoman soy sauce and pass a copy of this letter on to EVERYONE on my personal e-mail list, warning them to avoid your needlessly gushy delivery system until we see a new badge on the Kikkoman label that says, "Now with NEW variable-flow dispenser cap!"
This boycott ended a year ago when my wife picked up another bottle of Kikkoman, apparently having forgotten my big position on this Crucial Issue of Our Era. And I regret to report that the stuff still comes gushing out of the bottle, and we'll have to switch back to our regional grocery store chain brand.

Thursday, March 29, 2012

Five Easy (if Wordy) Things I Hate about the Dell Latitude E6510


I’m a Mac guy who has for the most part uncomplainingly used the Dell laptops my employer has supplied for seven years. I’ve gotten used to these Dull information appliances as a way to get the job done, however joylessly, but I’ve never hated a laptop with the white-hot intensity of the Dell Latitude E6510 I’m currently using—my third Dell for this job, and arguably the worst ever. Why?

1. Batteries and power non-management:
1.1: Laughably short battery life—The standard battery, that allows the unit to fit in my laptop bag, lasts about 45 minutes. 
1.2: A larger, higher-capacity battery is available, but the single battery bay (and zero backup power on main logic board) means the charger has to be plugged in to swap batteries—or you’ll lose everything currently in RAM. An annoyingly time-consuming restart follows each time. 
1.3: The battery bay is at the back of the unit, so the battery can’t be physically swapped out (say, from the small battery to the larger one, before a meeting) if the unit is on its docking stand. (My previous Dell had a small, permanent battery accessible from the underside, which was on all the time and kept RAM contents alive while swapping batteries on either side of the computer, easily accessible while on or off the docking station.)
1.4: I have played with my power management settings in Windows, but can’t get this thing to reliably give me a warning about low battery/time to plug in. It just dies. 
1.5: Even after reading and re-reading online help, I don’t get the difference between “sleep” and “hibernate,” particularly in relation to the laptop’s lid being open. Some combination of “sleep” and “hibernate” should allow the laptop, when on batteries, to go into a low-power-consumption mode on its own after a defined period of time, and manage its remaining power carefully enough to allow hours or days (depending on battery state) without losing what’s in RAM. It doesn’t work that way. 
1.6: “Resuming Windows”—If you’re lucky, you’ll get back to this laptop before it sucks the final electrons of energy from its battery. But even if you do, you’ll still wait about 30 seconds every time you come back, wake it up, and wait while it displays a bogus animation and the message “Resuming windows.” Why does an OS and hardware, that presumably keeps its last-used state in RAM while it hibernates or sleeps, need a time-consuming “resuming” step?
 2. Space heater: This laptop runs hot, and a fan blows this hot air out of a vent on the left side, right where I like to position my left hand when not typing. Even in the winter, the heat is so intense as to make you move your hand from where it naturally rests. If you set a cold drink over there, it will actually make it lukewarm after 15-20 minutes. If you lay a piece of chocolate nearby, it will melt.

3. Grime catcher: The speakers on either side of the keyboard sound pretty good, but the black perforated metal over them (serving as a grille) and extending far further than it needs to (for styling, I guess) appears to be almost designed to catch debris in its tiny holes, along with the various other gaping Catch-o-Matic™ cracks between subassemblies surrounding the keyboard. You know how the MacBook Pro has a smooth, seamless surface? This is the exact opposite, and I resent it.

4. Keyboard smarmyness: The last Dell laptop I was given had a lightly textured keyboard that showed a bit of smoothing/glossing on heavily used keys after three years, but this one has smooth keys that almost seem intended to show fingerprints/glossy wear/dust.

5. Beefy. This baby’s level of miniaturization is state of the art—for 1993. And this boat anchor ultimately does no more than the MacBook Air of a colleague who brought his featherweight laptop from his last job.

I am no fan of Microsoft or MS Windows, but in this case I’ve got to say that I actually feel Windows 7 Enterprise is being held back by the shoddy hardware it runs on.

Monday, March 26, 2012

American Cameo apples

A few weeks ago, I tried an apple I'd never heard of before and have been quite impressed: American Cameo.

Be sure to click on the "About Cameo" button on the left side of their site to see how they got started and what their goals for this apple were. Having one for lunch right now, and it truly appears to meet those goals: Crunch and flavor . . . Dah!

Every time I go to the store I am surprised that Red Delicious is still (judging by the size of the bins) so popular when it tastes so blah, bitter, and often mealy. I saw a story on the web a few years ago about how Red Delicious has been bred and changed and processed and stored to this point of non-deliciousness (I remember them being better when I was a kid). I guess a good brand name (and that bright red skin) somehow fools people into thinking they're still good, somehow. 

Sunday, March 11, 2012

TurboTax Support: a Taxing Experience

Dear TurboTax Customer Support:


The TurboTax help agent I chatted with via instant messaging tonight, "18_Bonnie C", was very understanding, responsive, courteous, and helpful, and was able to resolve my issue.

The problem?

A. Your password reset system is apparently broken.

The evening started with me not remembering my user ID from last year, so I selected the "send me my user ID" option or some option with similar wording. That worked well. I was sent the user ID within a minute, then attempted to log in using what I thought was the password.

I tried several variations on the password, but none worked, so I clicked the "reset my password" option. It presented me with a challenge question, which I correctly answered, and then I waited for the email it said it would send me.

After waiting over an hour, I finally got on instant chat and got "18_Bonnie C" to fix the issue, even though she couldn't explain why the automated password resets weren't working. This leads me to my second point of what's wrong with your system:

B. The wait time for help is excessive. 

I probably spent nearly a half hour waiting for someone to help me. Understaffing a customer service organization may seem like a good way of saving money, but in the long run it will make longtime customers like me flee for greener pastures. In such a situation, you would lose my business not just for this year, but for countless more years to come. Is it really worth chintzing on customer service if tens of thousands of customers feel the same way, and leave you en masse?

"18_Bonnie C" was very nice, but I am reluctant about continuing with Turbotax for this season's returns considering these two factors. I could just as easily switch to H&R Block's online tax product.

I am posting this letter on my consumer blog for other people to read, and I hope many of them carefully consider whether they want to try, or stick with, a company that has such a dicey password reset system--They might wonder, "What else might be broken on Turbotax?"--a legitimate question, I'd say.

You can write the final chapter of this story. I will share your response with my readers, too, and if you don't respond, I will make note of that, as well. 

Why should I stick with TurboTax?