HOT WATER!

Dear American Home Shield, thank you so very much for your follow up call and generous offer of the gift card for the next service call.  Adrian Rodriquez was here this morning from AZ Plumbing and fixed the hot water heater.  It is working, knock on wood.  We have hot water and I plan to take a nice long shower in a few minutes and wash some clothes.  Mr. Rodriquez is very pleasant and seems to know what he is doing.  I would recommend him to anyone and hope he will coninue under contract to you.
This has been aggravating, for sure, but there is nothing that could have been helped and again, I have to be grateful that clean water is available to me 24/7 by the flick of a wrist...more than many in this world can say.
Thank you, AHS...until the next time and I hope that is a long way off.

Hello again American Home Shield

Dear American Home Shield,
     It's me again.  Still no hot water.  No part arrived but I did get a phone call telling me the part should arrive tomorrow, Thursday.  Rather strange as it was supposed to be sent by overnight Express at AZ Plumbing's expense on Monday which should have put it here by today, Wednesday, at the latest.  I received another call telling me the technician will be here Friday to install it so at least two more cold showers are ahead.  I have such a hard time understanding the caller I have to get her to repeat several times.  Geez...where is she?  Pakistan?
     Now the good news...for some reason I received a check for $22 from American Home Shield.  There was no note saying why I was getting it but I will indeed cash it.  I just wish it were big enough for us to check into the new Hilton down the street and enjoy a hot shower, a loooonnnnggg hot shower.
     We have had no hot water since a week ago last Sunday.  I would like to say that I am getting used to it but spoiled woman that I am, I'm not.  I'm trying to think positively and be really grateful that I have clean water knowing that there are many in the world who do not.  We do have a tub but I'm too old and stiff to get in and out of it so any suggestions of heating water on the stove and carrying it across the house are not valid.  Besides I don't think I can carry a big tub of anything all the way across the house but maybe two of us could.
     I can't point a finger at anybody in this.  It is what it is...what's broke is broke.  But word to the wise:  Do not buy a Whirlpool hot water heater.  Replaceable parts are unavailable at Home Depot, Lowe's and local plumbing supply houses.  Parts must be ordered directly from Whirlpool which frankly sucks for everyone but Whirlpool.

Geez louise...still no hot water

Dear American Home Shield, I know you consider me a liability at this point and I am beginning to wonder about you.  But I live in a house that is nearly 50 years old and shit just seems to happen through no fault of mine or yours BUT I still have no hot water.

The plumber was here Saturday, bless his heart, really, really nice guy named Adrian Ramirez who is truly doing the best he can with what he has.  It seems that he can't install the new part to the hot water heater because there is another problem concerning the baffle.  Evidently when it was installed a few years ago (by a plumber you, AHS, sent) it is minus some clips that hold up the baffle.  I recall the installation being done by an old guy and a young helper.  We were relieved he had a helper as he struggled to get up the ladder in the attic and we were afraid he might have a heart attack up there.  Evidently the clips were knocked off in the installation and I guess he didn't notice or figured it would last a while without them.  Well, it did until now.  So now we need another part in order to replace the previously ordered part.

Adrian called the "emergency parts" department of Whirlpool, the maker of the hot water heater.  They have the parts but can't ship until Monday. So even overnight the parts won't arrive until Tuesday or Wednesday.  Once again I am to call when the part arrives and pray that Adrian can come back ASAP to make the repairs.  I'm trying to think positively but past experience makes me wonder "Oh geez, what if they aren't the right parts?"  Here we go again?

I am learning to go with the flow...no pun intended or maybe it is.  I have figured out that if I wait to shower between 3 and 5, the water pipes in the attic are so warm that if I jump into the shower quickly, the water is hot for a few seconds before it turns lukewarm.  So I shampoo quickly, soap fast and then brace for the cool.  Hey, it works for me thought the rest of the family aren't  happy campers.  Granddaughter tried heating several kettles of hot water for her bath but by the time each kettle had heated, the water in the tub had cooled.   Hubby and daughter are just gritting their teeth and going for it.  We're using paper plates which ecologically bothers us but we do heat water for pots and pans, etc.

I am so happy to report that the light on my ceiling fan has been repaired, is better than before and the electrician was so polite and courteous.  That problem is fixed, thank you very much, American Home Shield.

Now the question:  back to the hot water heater....is this what is happening to everyone who has to deal with repairs?  Or is it just the tradesmen under contract to American Home Shield?  Up until this year we have never had a problem.  We've used AHS for years, used it for rental property.  Does this happen to everyone who lives in a house that is over 20 years old?  So frustrating.

Here we go again...

Hello American Home Shield...are you listening, Ms. Cameron?  Now it is our hot water heater.  A Whirlpool which you installed a few years ago when the old one went out during Christmas dinner and leaked through the ceiling onto the bar filled with pies.

Sunday night we had no hot water.  Early Monday morning I called AHS to report the problem.  I asked for AZ Plumbing who had just done a great job unstopping the tub.  I was to hear from them within a few hours. 

Tuesday, no call as yet.  I call them and was told a technician would be out Wednesday between 8 and 1. Cold showers it has been for our family of four...no dishwasher, etc.

I had to leave at noon and left my 40+ year old intelligent daughter in charge.  The technician arrives at 12:45, goes into the attic and comes back to say we need a thermal coupler which will have to be ordered.  It could take up to 2 weeks but we can order overnight shipping at our expense.  No estimate on how much that would be.  I return at 3 and call AZ Plumbing and explained I needed to know how much the overnight would be. Two weeks with no hot water is not a pretty picture, spoiled rotten woman that I am.   I'm thinking it could be cheaper and easier to go to Home Depot and get one but it turns out it also needs a converter for the way it threads which has to com from Whirlpool.  Not available anywhere else.  I was told to call Simon, the Supervisor.  I call Simon who asks me to hold while he checks something.  He comes back and says I need to call the number I just called.  I told him I just called it and they told me to call him.  He says "Hold on while I check."  He comes back and says a dispatcher will call shortly.

The dispather calls 30 minutes later and says the overnight will be $30 but it is too late to overnight it today and it will go out tomorrow.  Reluctantly I give my credit card.  Why do I have to pay for the shipping when it is something the plumbing company should carry?  I am to call when the part arrives at my house.  Is this sounding familiar?  Holy moly! 
I insist that the dispatcher arrange that when I call with the newly arrived part, a technician be available to put the part in on Friday.  She sounds very skeptical but agrees to make a note.
I DO NOT want to go through the weekend with no hot water! 

Tomorrow the electrician is to return with the light kit to fix the ceiling fan.  Wanna take bets on how that is going to go?

Last Tuesday with no warning jack hammers started tearing up our street beginning on our side at the end of the block.  This was followed a couple of days later with a front end loader that was breaking up the cement and loading it onto large trucks.  Quickly we and all our neighbors snapped to the fact that we were not going to be able to get out of our driveways.  Duh!  My daughter and I raced off to the city office to complain and ask what were we to do.  We have a curfew in our neighborhood that no one can park on the street after midnight until 6 a.m.  The city secretary (it is a small village) apologized, explaining that the contractors showed up 3 weeks early before they could get notices out.  Our choices are to park at the end of the street (a pain in the you-know-what if you are hauling groceries) with a promise of no tickets or to buddy up with our neighbors across the street either in their driveways or on the easement between the curb and sidewalk.  Oh lovely!  I knew I would hear from my neighbor across the street...the realtor put a For Sale sign in her front yard the day the jack hammers started.  She offered her double driveway which would handle two of our cars but not the third.  She begged me not to park on her easement and I agreed to try though if I wanted, it is legal as the city owns the easement.  So far that is what we are doing with one car going on the easement to the house next door to her.

But the problem is our street is now one way and crossing the broken up concrete and dirt to get to the other side of the street is tricky for us old fragile folk.  So we are being very careful, very, very careful.  This is supposed to go on until Aug 14.  I'm just glad our street is the first of 17 and will most likely be finished complete with new and better drainage before any possible hurricane threat.  But right now it discourages any unnecessary trips out or company coming in.  I don't think my neighbor is going to get many house lookers until this is all over.

Murdered by Chocolate and the Gospel

Well, too bad I don't have photos...just memories of a very interesting, slightly weird evening of I'm not sure what at a new venue in Clear Lake called Murder by Chocolate, upstairs in a building on Egret Bay.  I went to hear what I thought was going to be a poetry reading for a couple of hours. I had made myself attend after a busy day in order to support a young poet who is working really hard to create a strong poetry scene in the area. I joined my friend, John, professor of creative writing and poet extraordinaire, on the sidewalk.   Bless John's heart, he is so supportive of poetry.  The young host was waiting at the bottom of the stairs ready to collect our $10 cover charge. We had no change and promised we would pay after buying a cup of coffee upstairs. 
        At the top of the stairs we were ushered in and stood in the entry hall facing a wall with a mantel over a fake fireplace.  A small button  on the edge of the white mantel beckoned a push and suddenly the wall swung back creating an entry into a large room carpeted in red with round tables and high back chairs upholstered in a patterned red, all under crystal chandeliers...very Adams family decor.  Cool, huh!  To the immediate left was a bar with a large blackboard behind it listing all the coffee drinks and other beverages and desserts available.  In cases along the bar were tempting chocolate sweets of all kinds.  A cute young woman in a white blouse and blond pony tail greeted me and asked to take my order.
        "A medium decaf sugar-free hazelnut latte."  She repeated it minus the decaf.  I stated once again "Decaf, sugar-free hazelnut latte."  She began taking John's order and after we both paid, she repeated my order again.  A couple of men were seated at a table and one got up to greet us...I gathered he is the manager.  The barrista indicated she would bring the coffee to me.  After handing the organizer our ten bucks, John and I made our way to another door where the poetry would take place. It is a giant room with big draped windows, deep red carpet and more round tables with upholstered chairs.  In the middle of each table was a large hurricane glass sitting on a metallic red scarf and a large magnifying glass.  In one corner was a large black man sitting at a keyboard and another sitting in the corner with a set of drums.  In the opposite corner was a black man sitting behind some electrical equipment talking with another black man.  
           John and I settled at a table near the microphone and band and opposite a long table against the wall where a beautiful young blond had her eyes glued to a lap top.  Finally someone we recognized came in...a young local poet who always dresses like one of the Blues Brothers with a hat and sunglasses.  The next time I looked over he was in a passionate embrace with the blond behind the computer.  I gather they know each other.
       The barrista came running in the room and to our table.  "Do you want whipped cream?"  "Of course," I replied.  She disappeared only to be replaced by two large black women and a teenage black boy in charge of a small camcorder.  They appeared to be related to the band.
       Whew...our poet friend, Carmen, joined us at the table.  So far we three were the audience and the host kept peeking in the door as he was sweating bullets hoping more folk would show up.  I felt sorry for him and was glad I made the effort.
       The star of the evening, Kamara, came up and introduced himself.  Very charming and explained that his show would be interactive and he would be addressing each of us.  If we were uncomfortable with that, we should probably leave.  We didn't move and why would we...we had paid $10 for this whatever it is.
       The band started playing and a pretty slender black woman introduced herself as Lady Emerald and began the show with what might have been funny stories and jokes but she had the mike cranked up so loud that I couldn't understand what she was saying.  She would address our table and I just had to nod like I knew what she was saying.  Finally I leaned over to Carmen and asked if she could understand her.  She said no and was relieved to learn she wasn't alone in the difficulty.  Lady wanted to know if John and I were a couple.  I said, "No, I'm his mother."  John didn't seem too thrilled about that...he must have a more refined mother...and explained that we were poets.
       Lady grandly introduced the first act...the man who had been at the back of the room.  The band cranked it up a notch or two and he began to sing a gospel song all about Jesus and being saved.  Oh my, it was all I could do to keep a straight face and I didn't dare look at John or Carmen.  Before the next number he encouraged us to follow God, be kind to one another, etc.  The man has a beautiful voice and I keep thinking he is a candidate for American Idol if he could give up the religious stuff.  He obviously had been "saved", from what and for what I'm still not sure.
     Lady Emerald with her crazy microphone pranced around the room telling what might have been jokes if I could have understood them.  She introduced Birdman...a tall, nice-looking black man who had earlier introduced himself and showed me his poetry publications.  He read a couple of poems which were commendable and a couple more from his latest book.  Applause, applause and off he went with the keyboard and drums playing his exit.
      Enter Lady Emerald again to do another round of non-understandable comedy relief.  She introduced Zack, the passionate Blues Brothers imitator, who read on and on pages and pages of poetry that made no sense to me at all while his girl friend kept her head into the lap top.  The band tried to provide a little background music for his poems but they struggled.  Their wives to my left kept perfectly still as their eyes glazed over.  I tried valiantly to keep the smirk off my face and look attentive with only a couple of furtive glances to my watch.  Finally Zack tilted his head back, gathered up the pages he had cast to the floor and gave up the mike.
       Enter Lady Emerald again but this time she must have received some feedback on the mike and I could actually understand her.  But looking to my left, Carmen had disappeared and a black couple had joined the audience.  I was a little jealous of Carmen's departure but determined to hear a little bit of the headliner.  Lady explained that this was her debut as a stand-up comedian.  Really...I never would have guessed.  She told a couple of humorous stories about her mama and asked if our children had ever cooked for us.  Then went on to tell about an awful cup of coffee her child had fixed for her.  A strange choice I thought as we were in a coffee house and not that funny.  Ah well...
          About two hours into this whole program Lady brought on the star, Kamara, who is originally from New York and has a radio show somewhere.  A very good looking guy, he began be going back into the history of rap and hip hop and explaining the difference and talked about the base of hip hop in poetry.  He was very entertaining but by 9:30 I had had enough and left John to finish out the evening.  I met Lady Emerald on the stairwell and thanked her for her performance and wished her luck.  Damn, but she is going to need it.  I have to wonder where in the hell did our host meet up with these folks?
I chuckled all the way home thinking about Dr. John and how many hours he has spent listening to some really bad poetry even some of mine.  Bless the man.

      

It's only a microwave

April 12
         "Thank you for calling American Home Shield.  Para espanol marque nueve ahora.  If you want to hear an introduction, say introduction.  Otherwise stay on the line for our menu.  If something in your home isn't working, say service request."
         "Service request"
"What is the item that is broken?"
          "Microwave."
          "Please hold while we connect you with a service representative."

           "This is Imran.  Can I have your contract number?" (note the accent)
           "918774532"
            "And to whom am I speaking?"
            "Kathryn Cox."
            "Can you verify your home address, Mrs. Cox?"
             917 Broadway, Seabrook, Texas, 77586."
            "And what can I do for you today, Mrs. Cox?"
            "Our microwave is making very strange noises and won't turn on."
            "I'm sorry to hear that, Mrs. Cox.  What is the brand and model of the microwave?"
             "Sharp and I don't know the model number.  It is built in.  I think it is about 8 or 9 years old."
             "I see.  Can you please hold while I see when a technician is available to come out?
                        (long pause)   A technician is available Monday between 8 and 12.  He will call prior     to his visit.  Will someone be home? "
              "Yes, thank you."

April 16
         Call from Sears repair service on contract to American Home Shield.
         "Our technician has been delayed and will be at your home between 8 and 12 on Thursday, April 19."

April 19
         Technician calls.  He is on his way.  Technician arrives, takes one look at the microwave, takes off interior shield which is fried and gets on his computer and phone.  "I will have to order the part and I can show you how to put it on when it arrives."
       "Great, that is easy enough.  Thank you and when should the part arrive?"
        "Within 3 to 5 days."
 He climbs in his Sears truck and leaves.

April 23
          Box on doorstep with new part.  But alas, this shield is less than half the size of the original.
          Call to American Home Shield.
           "Thank you for calling American Home Shield. Para espanol marque nueve ahora. If you want to hear an introduction, say introduction. Otherwise stay on the line for our menu. If something in your home isn't working, say service request."
      "Service request"
      "What is the item that is broken?"
      "Microwave."
       "Please hold while we connect you with a service representative."
      
       "Please remain on the line.  Our representative will be with you shortly."

        "This is David.  May I have your contract number?" (note the accent)
        "918774532"
        "And to whom am I speaking?"
        "Kathryn Cox."
        "Can you verify your address for me, Mrs. Cox?"
        "917 Broadway, Seabrook, Texas 77586"
        "And what can I do for you today, Mrs. Cox?"
        "A part arrived and it is way too small...less than half the size of the original."
        "I'm sorry to hear that, Mrs. Cox. What is the brand and model of the microwave?"
        "Sharp and I don't know the model number."
       "Can you hold while I look up your request?  (Long pause)  I have contacted Sears and they will send another technician out to take a look."
         "Thank you."
 
 Phone call from Sears:
      "We have scheduled a technician to arrive at your home between 8 and 12 on Saturday, April  28."

April 28
         Technician Robert arrives and looks at the part.
         "This ain't gonna work.  It is way too small."  (DUH!)
          Robert declines coffee and gets on his computer and on the phone with Sears parts research department.
          "Mrs. Cox, this ain't even the part that was ordered.  I've ordered you another part and it should be here within 3 to 5 days.  Please call when the part arrives.  It should be fine."
          "Thank you, Robert" and I watch him climb in his Sears truck and drive away.

May 3
         Box on doorstep.  New part, this time in a bigger box.  The part is in a box in a plastic bag, in another plastic bag and under lots of bubble wrap.  I'm hopeful.  Alas, this one is bigger than the last one but half the size of the orginal.  I am SO frustrated and begin again.
     "Thank you for calling American Home Shield. Para espanol marque nueve ahora. If you want to hear an introduction, say introduction. Otherwise stay on the line for our menu. If something in your home isn't working, say service request."
"Service request"
"What is the item that is broken?"
"Microwave."
"Please hold while we connect you with a service representative."

"This is Gloria. Can I have your contract number?"
"918774532"
"And to whom am I speaking?"
"Kathryn Cox."
 "Can you verify your address for me, Mrs. Cox?"
  "917 Broadway, Seabrook, Texas, 77586."
"And what can I do for you today, Mrs. Cox?"
"Another part arrived that is the wrong size."
"I'm sorry to hear that, Mrs. Cox. What is the brand and model of the microwave?"
"Sharp and I don't know the model number. It is built in. I think it is about 8 or 9 years old.  This has been going on since April 12 and I'm getting very frustrated.  So far we have two wrong parts and two technicians.  You could buy a new microwave for what you are spending on parts and labor."
"I am sorry for your inconvenience, Mrs. Cox. "

May 4
         Answering machine:  "This is Sears, please give us a call."
         "This is Kathryn Cox.  I'm returning your call regarding service to my microwave."
          "May I have your home phone number, Mrs. Cox?"
           "487 773-6945"
           "And your address, Mrs. Cox?"
          "419 Broadway, Seabrook, Texas, 77586"
           "And what is this about?"
   By now I'm beginning to lose it...."My microwave" and then proceed to recite the saga of visits and parts. 
         "Just a moment please while I transfer you to the research department."
              (long pause...10 minutes roll by)
         "This is Denise.  How may I help you?"
          "This is Kathryn Cox.."
          "May I have your home phone number, Mrs. Cox?"
          "487 773-6945"
           "And your address, Mrs. Cox?"
          "419 Broadway, Seabrook, Texas, 77586"
           "And what is this about?"
          I explain the whole history again along with my frustration and my voice is getting louder and louder and higher and higher.  My daughter steps in and says "Mom, it's not her fault."
           "I'm sorry.  It's just we've been dealing with this since April 12 and getting no where."
           "Let me see what I can do and get back with you."
           "When will I hear from you?"
             "Within 24 hours."

May 7
           Phone call to American Home Shield:

           "Thank you for calling American Home Shield. Para espanol marque nueve ahora. If you want to hear an introduction, say introduction. Otherwise stay on the line for our menu. If something in your home isn't working, say service request."
"Service request"
"What is the item that is broken?"
"Microwave."
"Please hold while we connect you with a service representative."

"This is Susan. Can I have your contract number?"
"918774532"
"And to whom am I speaking?"
"Kathryn Cox."
"And would you verify your address for me?"
"419 Broadway, Seabrook, Texas 77586"
"And what can I do for you today, Mrs. Cox?"
I relay once again the history of the service request.
"Another part arrived that is again the wrong size."
"I'm sorry to hear that, Mrs. Cox.  Let me set up a conference call with Sears."
      (another pause)
Sears is on the line and I listen and the rep goes through the record they have of the technician and the visits and the parts.  Susan thanks Sears and hangs up.
      "Mrs. Cox, this sounds like we are going in circles.  Let me put our research department on it and see what we can come up with."
       "Thank you and when can I expect to hear back?"
       "Within 24 hours."
      "And if I don't?"
      "Call us back."
      "What do I do with these parts that don't fit?"
       "Seal them up and I will call UPS to pick them up.  Thank you for using American Home Shield."

May 14

     Message to call Sears which I do but give up part way through the menu when no one seems to know why I am to call them.
    
May 15
      A message on the answering machine from a very tired sounding Sears rep. 
           "Please call Sears at 1-800-776-4663."
   
     "This is Kathryn Cox. I'm returning your call regarding service to my microwave."
       "May I have your home phone number, Mrs. Cox?"
        "487 773-6945"
        "And your address, Mrs. Cox?"
        "419 Broadway, Seabrook, Texas, 77586"
         "And what is this about?"
         "My microwave...the wrong part was sent again."
           "Can you hold for a moment while I check the record?"
          "Do I have a choice?"
          "Mrs. Cox, I need to transfer you to the research department.  Please hold."
         "Please stay on the line.  A representative will be with you shortly."
               (long pause)
           "Hello, Mrs. Cox.  What can I do for you?"
    I tell the story again while gritting my teeth and refraining from screaming into the phone.
             "We are in the process of checking into another supplier.  Thank you for your patience.  You should hear from us in 24 hours"

May 16
        A message late in the day from a very tired Denise saying that they have ordered another part and to call when it arrives within 3 to 5 days. 

May 21
        No UPS.  No part as yet.  By now  I can see the humor in all this ...the absolute absurdity of bureaucratic systems.
       I really don't want a new microwave as it will mean making the cabinet fit all over again so wish me luck.  Crazy world we live in!
       I have to say that in the 40 plus years we have used American Home Shield Insurance on all our appliances this is the first time I have had a problem.  They have replaced the stove, the dishwasher, the washing machine, the garage door opener and saved us thousands on plumbing and air conditioning problems.  But I can't say the same for Sears repair service with whom they contract.  Sheesh!