Category Archives: Bad Warners’ Stellian

The value of apologies for bad service

It may be interesting to note that I wrote this article on Saturday, January 17th.

These days, I’m paying very close attention to how well I’m treated as a customer. I’ve written previously about how some pretty good-sized businesses have taken steps to make their customers feel appreciated. But what about when something goes horribly wrong (like that ever happens)?

David @ 37signals published a recent post called “The bullshit of outage language“. 37signals provides web-based productivity applications, and one of the points of failure for their business model becomes quite evident if they suffer any kind of service outage. If their service goes down, all of their customers are affected. Very similar problem to those faced by ISPs, webhost providers, telephone companies, etc.

A business should do what they can to make sure that they minimize the occurance of problems. But hey, there are going to be problems, no matter how hard they work to prevent them, no matter what type of service they provide. And when there are problems, it’s going to piss off their customers.

So doesn’t it make sense for a business, especially one in a market with lots of competition (cell phone companies, webhosts), to have a good way to apologize?

As a consumer, does it matter that a company apologize if something goes haywire and affects you?

Have you ever gotten a believable apology from a company that’s screwed up?

UPDATE – An apology received

About 6 hours after publishing Monday’s post, I received a call from the Warners’ Stellian customer service manager (can’t remember if she said THE manager or just A manager) regarding my latest problem. She indicated that she’d heard about my issue via this blog and offered to have someone come out to fix the problem. Since Erin had already given them a call 45 minutes earlier, we’d already had an expedited service call set up.

She then apologized for the fact that I had to call back, and I believe that it was sincere. I mean, that’s got to be the worst part of a service professional’s job, to have to apologize for something that he/she didn’t actually do. I’ve had to do it many times, and it’s never fun.

And while I appreciate the fact that they recognized that the issue merited an apology, I can’t help but note that the well-worn phrase “too little, too late” was invented because of situations like this.

This same issue has been ongoing since September 18th, 2008. And it wasn’t until December 1st that we got any inkling of a sense of urgency from Warners’ Stellian about our refrigerator. Granted, it wasn’t entirely WS’s fault that the duration spans 4 months (wait times on parts and confirmations from the warranty company were largely responsible for that). But because the wrong part was ordered in September, what should have been a 1 month problem turned into a 4 month problem that required several service calls and exposed many inefficiencies in their operation.

So, while the apology (and follow-up call regarding confirming the description of the problem and scheduling) from the manager was nice to get, it came far too late in the process to have any real value. It did change my disposition about the company from angry to merely disappointed. But it hasn’t changed my mind about buying an appliance from Warners’ Stellian.

Links

“The bullshit of outage language“ – 37signals blog

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Q-Review: Sources of possible inspiration for Warners’ Stellian’s customer service

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In a recent post about the bad customer service I’ve received from Warners’ Stellian, I talked about how our time was wasted because Warners’ Stellian took a week to put together an estimate on parts and labor and then called us to see if we wanted to pay their price, not bothering to look at our account. Because if they did, they’d have seen that we’d not only purchased the extended warranty from them, but that we’d had 5 or 6 parts already paid for by the warranty in the last 2 months!

There’s a complete disconnect somewhere in that company. And that disconnect really makes a customer feel like they don’t matter at all.

But that’s business, right? How can a company be expected to keep track of every little detail about their customers? Like how long they’ve been without a major appliance. Like whether or not the repairs will be covered by an extended warranty that they’ve purchased from your company. Is it unrealistic to expect that kind of attention to detail? Is that asking too much?

Apparently, it is with a company like Warners’ Stellian. But I’m here to tell you that acknowledging your customers, hell, just displaying something resembling a passing familiarity with your customers will go a long way toward inspiring customer loyalty.

Want proof?

Acknowledge your customers and they will be loyal

I’ve been a Netflix customer since June 2000. And I’ve recommended their service to family and friends since day one. Why? First of all, they provide a terrific service at an affordable price. A low monthly subscription keeps me in more video entertainment than I can consume. And they keep adding services without bumping up the price. Their recent addition of all-you-can-eat video-on-demand came without an increase in their rates.

They’ve also got a great policy for when discs get lost in the mail and for customers who receive damaged discs. Neither of these things happen very often, but they do happen. And as long as it’s not apparent that you’re abusing the system by doing this repeatedly, they send out replacement discs. No questions asked. They don’t assume you’re gaming the system. Just fill out a webform, explain the problem, and they immediately send out a new one. Top notch service.

But the thing Netflix has done that’s kept me as a customer and inspired me to recommend the service to everyone I know is that they acknowledge the fact that I’m a long-time customer and have actually rewarded me for it.

In the 8 1/2 years since I first became a subscriber their plans and rates have changed. I’m not exactly sure of the progression , but when I first started, I got 4 discs a month for about $20. At some point a few years ago, they changed the plan to offer new customers 3 discs a month for that price. But because I was an existing customer, they kept me at 4. What’s more, when they lowered the price of the 3 disc plan to $17 a month, and raised the 4 disc plan to $24, they lowered my rate to $17 a month and kept me at 4 discs!

It’s remarkably easy to do

37signals is a software company that delivers some highly regarded web-based applications. They also keep a blog that publishes many articles about customer experience and examining how businesses can work to make the customer experience better, which in turn, sets them apart from their competition. There is a lot of good advice here.

One example that most recently caught my attention was posted by CJ Curtis. It was just a quick little description of a few small things that DirecTV did that made him feel good about being a customer of theirs.

First, they gave him a “gift” of 3 free months of Showtime. A marketing technique, to be certain, but who’s going to be mad about getting free premium content for a few months? Second, on their bill, DirecTV printed that Curtis had been a loyal customer since 2004, which made him feel like the company knew he’d been around that long, and it made him feel like his business important to them. And third, when Curtis sent a quick note via a feedback link, he got a personal response from customer service.

I love how they not only responded to my note, but that they also reiterated that I have been “part of the DIRECTV family since 2004”. There is something “mom and pop shop” about that. That recognition of how long I’ve been a customer made me feel important. It’s such a simple little thing to do.

What could Warners’ Stellian have done in my case?

Right now, despite the fact that I’ve had an open issue with them for 3 months, I feel as though I don’t matter to them.

1. When dealing with the extended warranty, take some responsibility, even if it’s not your fault

Warners’ Stellian sell a third-party extended warranty. Every action that Warners’ Stellian takes has to be approved by the warranty company. I ran into an issue where I had two problems occurring at once on my refrigerator, one of which involved leaking water. But since I already had an open issue, Warners’ Stellian would not dispatch a tech to diagnose or replace parts until they could do it all at once.

There was no consideration at all for my situation. I had been without a refrigerator for over a month at the time of this call, and the response I got was a cold dismissal. Because the warranty company wouldn’t pay for two calls, Warners’ Stellian would take no action. The result being that I had to sit for another week with no resolution.

I don’t know how much it would have cost them to send a tech out to address my additional problem without the warranty company’s approval. But I do know that it cost them a repeat customer (who will soon be in the market for a dishwasher).

2. Acknowledge your customers or at least demonstrate a vague familiarity with them

Again, I point to the fact that, despite our having an open issue for the last 3 months, Warners’ Stellian wasted my time by calling me with an estimate for parts and labor when I have purchased an extended warranty, and taking at least a day to acknowledge the fact and move on to contacting the warranty company for approval.

The fact that I got this call is an insult, plain and simple. It shows that they can’t be bothered to provide good service. It shows that there is no consideration for a customer’s situation or history. And if they aren’t going to demonstrate that they value me as a customer, then I’m not going to give them any more of my business. And they’ve been so bad about this that I’ve taken it upon myself to do what I can to warn others that they shouldn’t become customers of Warners’ Stellian. So now, not only has their poor customer service cost them a repeat customer, it’s potentially cost them future customers as well.

Links

Good Experience: It’s the little things – (37signals)

The customer doesn’t care whose fault it is – (37signals)

37signals

The week’s narrative told through its meals

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First, a small update on the fridge. As I’ve said, Warners’ Stellian came to take the still-malfunctioning on December 1st and give us a much smaller, but working unit. And on Friday the 5th, they called with the mistaken notion that we didn’t have an extended warranty and presented us with a $300 estimate. A mistake that they corrected, but took more than half a day to do so and inform us. This you know.

On Wednesday the 10th, they called to tell us that the warranty company had approved the work, and that they’ve now ordered the parts. This I don’t understand. The warranty company had to approve this? The fridge is broken. *Still*. Warners’ Stellian’s technicians have attempted to fix it several times, but have failed to do so. Does this somehow put into question whether or not the warranty still covers the cost of repairs? Does it mean that the warranty only pay for a couple of *attempts* to fix a covered appliance?

How does this require approval? And even if it does, how does this need to take 9 or 10 days to get approved? Is it such an unbelievable case that it requires vigorous debate? No. It’s crap. That’s what it is.

Okay, so on the 10th, my representatives at Warners’ Stellian have now ordered the parts. And, helpfully, they have absolutely no idea when they will get them. But if past experience is any guide, I’ll be without a fridge for another 20 to 30 days. Because a customer without a major appliance like a refrigerator for 3 months doesn’t instill the team at WS with any sort of urgency at all.

So at the time you read this, we will be going on 15 days with the loaner fridge, and 3 MONTHS (or 14 WEEKS or 98 DAYS, whichever you think sounds more outrageous) without a properly functioning refrigerator. That’s September 18th through today, December 15th.

And we still don’t know when the problem will be solved.

Want to read about my bad experience with Warners’ Stellian and their extended warranty from the start? I’ve created a new category here at the Q-Blog that contains all posts that touch on the subject of my powerfully bad experience with Warners’ Stellian.

[Check it out.](http://q-burger.com/category/blog/bad-warners-stellian/)

### The week in meals

In the many days sans refrigerator, my family and I have eaten out too often (and spent a lot of money we wouldn’t ordinarily have spent). I enjoy eating out, but only because it’s a treat. It’s somewhat special. But when you eat out so regularly that you start to get sick of it, it’s as though some of the fun has drained out of life. So while I have no update on the fridge, which is currently still in the shop, I am enjoying life a little bit more.

This past week I’ve been able to cook 4 meals and have enough leftovers to provide a bountiful leftovers night.

On Saturday, I made Bloody Mary burgers. Not so good. Don’t think I’ll be making them again anytime soon.

On Sunday, I made a modified chipotle chili with hamburger, ground turkey, bacon, and Great Northern Beans. Very very tasty. It’s been eaten for 5 meals and there’s still some left over.

On Monday, I made chicken with lemon poppy seed stuffing and gravy for me and my mom, who was in town for the week helping out. The stuffing was easy to make and interesting, made with leeks, celery, olive oil, various items from the spice rack, and crumbled poppyseed muffins, but this last ingredient made the concoction a little too sweet. I might try it again, but using plain old bread instead of muffins. Erin was in Chicago for a meeting this night. I had planned an early bedtime, as Torbin’s been pretty regularly going to sleep at 8pm or shortly thereafter, but it was not to be. At about 9:45, Thessaly woke me up with some coughing, which turned into yelling, which turned into vomiting. Which caused a 9:30pm bedtime into an 11pm bedtime. A subsequent coughing jag at 2:30am (and what turned out to be a stealth barfing) woke me up later that night. And since Erin was out of town, I had to handle the 4:30am feeding of Torbin. And a well-deserved morning of sleeping in until 7:30am was disrupted by an unfortunately timed pre-meeting check-in phone call from Erin. It was a bad night.

On Tuesday, the very very tired chef ordered a large mushroom pizza and cheesy garlic bread from Fat Lorenzo’s. So very good. I love that tubby Italian.

On Wednesday, I made a tasty soup with dumplings made from ground chicken. Also in the soup were penne pasta, grape tomatoes and spinach. Very tasty. Much leftover.

On Thursday, there was enough chili and soup and other items left over that Erin and I were able to mix and match for a very satisfying leftovers night.

On Friday, I made one of the wife’s favorites, smoked paprika chicken with egg noodles. We wolfed that one down and even shared some of it with the little girl, who enjoyed it almost as much as her momma. No leftovers when we make this one.

On Saturday, because we were just so successful with getting our holiday shopping done over 2 weeks early, we celebrated with a take-out order from the 5-8 Club, a purveyor of fine burgers and cheap beer. And we finished off the leftover chili earlier in the day for lunch. Oh, and I made my first foray into baking by nearly ruining a batch of simple, take-out-of-freezer-and-bake Nestlé cookies. Wait. That’s not entirely true. My *first* baking experience was the creation of the lemon poppy seed muffins from a Betty Crocker box that Monday.

### I enjoy cooking and so does the budget

I’m not very ambitious, but I don’t have a lot of kitchen space (or refrigerator space) in which to get real creative, but I find that it’s a fun way to end the workday. I also find that our grocery bill is *significantly* smaller when I take a little time to plan out the week’s menu. Another thing that I’m looking forward to is older kids so that I can enlist them in the program. And then when we’re done, Momma can handle the clean up.

A focus on a happy thing

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It’s easy to simply not see big milestones because you’re too busy, moving too fast, too tired, or thinking about tomorrow instead of just appreciating today. It’s been especially true for me the last month or so, what with holidays, refrigerators, and the sick-sick. So I’m going to focus on a nice, good thing today, because I haven’t done that for a while.

Thessaly’s comprehension of what’s being said to her is increasing daily. I noticed this most significantly one day last week. There are dispensers for foamy hand sanitizer at the gym’s childcare center, and I often summon a flowery-smelling glop and rub it into her hands so she’s distracted a little while I buckle Torbin into his bucket.

As we were walking out to the parking lot (well, as *I* was walking; she and her brother were being carried…jesus, they’re getting heavy), I just happened to ask her if her hands smelled good. She looked at me, and then put her hands to her nose and sniffed. Now, this might not seem like that big of a deal, but it really, really is. For a number of reasons.

The fact that she put her hands to her face meant that she knew what ‘hands’ were, and that I was talking about *her* hands. This isn’t a big leap for her, since we’ve often gone through a picture book with a picture of a baby’s hands, and we ask her “Where’s Thessaly’s hand?”

And more amazingly, she knew what it meant to “smell”. She knew that in order to smell something, she needed to put them to her nose and inhale. This is the bigger milestone, because we don’t say “smell” or refer to the sense of smell (except perhaps to exclaim that she has a stinky little butt and needs a change) on a regular basis. Since my hands were full of bucket and girl, she got no prompting from me as to what to do.

I didn’t realize the monumental aspect of this simple act until much later, and it made me smile. She’s getting big.

### Fridge update

Because it’s still not a closed issue, I’ll sully the happy post with some news of Warners’ Stellian’s ongoing efforts to fix my fridge.

On the Monday morning following Thanksgiving, Erin called WS and managed to convince them that they should get someone out to our house ASAP. The service rep agreed and said that she would work to get a tech out that very day and call back with the results of her efforts. Erin gave the rep her work number as a point of contact.

Cut to me in my living room about an hour later, 9-ish, home with the kids, and wearing a puzzled expression as I watched a WS van pull up to the house. I later learned that Erin had received no phone call from the service rep to establish a time for a tech to come out or to verify whether or not someone would be home at 9am on a weekday.

Fortunately, this cowboy-like style of dispatching techs from the hip without confirming whether or not someone was home at 9am on a weekday wasn’t an issue since I’m home with the kids.

It was the same tech from the previous Friday. He pulled the shelves out of the fridge and spent the next hour or so with his head either buried in the machine or on the phone to LG. Thankfully, this time the tech decided to rail against the LG tech’s opinion that another controller board be ordered and actually coaxed quality troubleshooting out of himself and LG. Eventually, they seemed to figure out what the problem was:

The water reservoir was leaking into the vent that allowed cold air from the freezer to come up into the refrigerator. And since the freezer was in hyper-freeze mode for the last month as it waited for a new controller board, it froze the leaking water as well as the reservoir itself. That frozen water needed to be melted.

The problem was that there was no way to safely do that with the fridge in my kitchen. It needed to go to the shop. This was good news. Why? Why would the fact that the solution involved taking away my fridge make me happy? Because this solution came with a loaner refrigerator!! Finally, I would have a properly functioning device that would keep my food cold! Huzzah!!!

And so it came to be that before the noon bell chimed I had a functional refrigerator in my kitchen. I didn’t care that it was significantly smaller than mine. I didn’t care that it came at the cost of snowcaked boots of the delivery guys marching several times back and forth through my house. My food is cold now!

But the fun hasn’t stopped!

On Friday of last week, Erin received a call from WS. The rep on the phone was calling with an estimate of $300+ for the repair of the unit, and needed to know if we would like to go ahead and pay for the repairs. Erin kindly informed the rep that we had purchased the extended warranty and that we *did* expect the repairs to be performed, and we did not expect to have to pay one penny for them to *be* performed.

Unable, for a reason incomprehensible to me, to confirm while on the phone whether or not Erin was telling the truth, the rep had to call back later. Which she did. It seems that the repairs should be completed by Monday or Tuesday of this week.

Want to read about my bad experience with Warners’ Stellian and their extended warranty from the start? I’ve created a new category here at the Q-Blog that contains all posts that touch on the subject of my powerfully bad experience with Warners’ Stellian.

[Check it out.](http://q-burger.com/category/blog/bad-warners-stellian/)

Worst Thanksgiving Week. Ever.

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*This post was written on Sunday; November 30, 2008 at 10:08 AM.*

The week started bad with Erin contracting a stomach bug that kept her home for a few days. That’s bad enough. She had been looking forward to the holiday-slowed work week to get some loose ends tied up. Instead, she spent it in bed. Fortunately, the malady cleared itself up in time for her to enjoy the fine Thanksgiving dinner that my mother put on. Sadly, I, on the other hand, was not so fortunate.

The bug had jumped to me and had me fully in it’s grip on that fateful Thursday. Earlier in the day, I had felt stable enough to make the trip there, but I knew that the pleasure of eating would be severely curtailed. My typically everpresent appetite was apparently content with the toast I had thrown to it hours before. But as the day wore on, I began to regret my decision to soldier on.

After an uncharacteristically small portion of food, a very mild round or two of Wii bowling, and a few hours of chatting, I was officially in the throes of sickness. Cold and hot, the ride home was uncomfortable. The walk through chilly night air from car to house was a spastic and palsied effort (although Thessaly seemed to enjoy the vibrating conveyance). And the night was an unpleasant, thrashing, sweating and shivering affair, buried in a polar fleece, flannel pajamas and socks.

But what stung worse than the illness was the fact that I was unable to eat to the point of bursting, unable to drink beer or wine, unable to eat but a slice of pumpkin pie.

And what I didn’t know was that the fun was just beginning. I *did* get my chance to feast like a Roman on turkey, potatoes and pie (much pie), and it was grand. But I paid for my extravagance.

### Friday

We left the house Friday afternoon, after what we’d hoped to be the last time we’d have to deal with repairmen from Warners’ Stellian. The tech finished his work by 1:30 and we were on the road before 2.

We made the in-laws’ house by 4:30 and settled into their freshly inhabitable, self-constructed home. We were the first guests to arrive. The main event was scheduled for the next day as was the arrival of the rest of the family, but our small group of Grandma, Grandpa, Mom, Dad, and Grandchildren all enjoyed the inaugural meal of shrimp creole prepared in the newly furnished, spacious kitchen (of which I’m most jealous). I couldn’t eat much, as I was still convalescing, but I put in a good showing.

The night was a poor one. I retired early at 8:30. Torbin, and therefore Erin, retired at a late 10:30. I awoke at 10:45 and wouldn’t return to sleep until 2-ish. Thessaly was up at 5:45, and Torbin woke himself at 6:15 by thoroughly wetting his shirt and sheets.

A leisurely morning wound into a more densely populated afternoon. I successfully lobbied for an increase of pie count from 4 to 7 (2 pumpkin, 2 apple, and 3 cherry). And we ate well. Thessaly had a busy day of chasing cousins, hanging over railings and eating, eating, eating. Torbin was manhandled and admired by all. It was a fine day.

We departed at 8:30 and made our way back home in a thankfully quiet car. I listened to Clive Barker’s “The Great and Secret Show” as I drove through some not quite severe icy roads as children and mommas snoozed. Despite nearly overwhelming fatigue, a nice quiet drive is often the most pleasant way to end a very noisy day. Sadly, the drive home was *not* the end to my day. *That* prize would be won by the cleaning up of vomit.

We arrived home shortly before midnight. And moments after laying Thessaly down to sleep away the rest of the night, she puked in her bed. We had cleaned her up, changed her sheets and her pajamas, and were rocking her quietly when she puked again. On the rug. On the couch. And. On. Me.

In my underwear, I rinsed out barfy clothes and scrubbed the furniture while Erin ran a bath and scrubbed the barfy, but markedly more comfortable-seeming child. Sometime before 2, Thessaly once again asleep, and ourselves just lying down for the first time in 17 or 18 hours, bets were made as to when the little girl would rouse us again. As it turns out, we both lost. Thessaly made it through the rest of the night. And neither of us had though to bet on Torbin.

A 4 am feeding was required, and two and a half hours later, still not wanting to sleep, Erin implored me to take the little bugger. Unhappily, I did so. He did not seem remotely interested in sleep, so I popped him in his newly built jumper. He bounced for a few minutes, smiled at me, and then pooped. And it was suddenly clear why he wasn’t interested in sleep. However, the pleasure at my discovery and the hope for more sleep were short-lived. Thessaly had awoken.

Having been the one who’d puked the night before, and knowing what other kinds of effects a recent stomach bug had had on the two adults in the house, the girl took priority. I went into her room and checked her for stinky messes at both ends. She was clean. She was clean and she was mad. She was mad because she was “Owng-ry”. 10 minutes passed as, through a high-pitched, red-faced period of trial and error, I eventually discovered what she was owng-ry for (graham goldfish, as it turned out), and was finally able to return to Torbin, his diaper…and that which had not been contained by his diaper.

I had heard him poop, but it didn’t seem to be anything unusual. However, unbeknownst to me, Torbin had not pooped the previous day, choosing instead to save it all up for this particular moment. This small boy had stealthily unleashed what must have been a half-dozen gouts of yellow horror and timed the release to coincide with the waking of his sister to maximize spread, coverage, and leakage.

It was down his leg. It was in his sock. It was up to his shoulder blades. It pasted his shirt to his back. It was on the seat of the jumper. It was drizzled on the floor like a gourmet sauce. It was on the changing pad. It was on my hands. Erin was roused and while she bathed the little poop monster, I bagged the diaper and buttwipes, rinsed out and Spray ‘N Washed the clothing, washed off the jumper, and wiped the floor.

I have managed to convince my wife to let me out of the house for 2 hours for a cup of coffee, a muffin, and a chance to let this out. Soon, I shall be returning there, and I am afraid of what I’ll find.

Oh, and I forgot to mention: The newly repaired fridge was a balmy 50 degrees when we got home. GODDAMMIT!!!

Want to read about my bad experience with Warners’ Stellian and their extended warranty from the start? I’ve created a new category here at the Q-Blog that contains all posts that touch on the subject of my powerfully bad experience with Warners’ Stellian.

[Check it out.](http://q-burger.com/category/blog/bad-warners-stellian/)

More disappointment from Warners’ Stellian customer service

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By the time you read this, I’ll have enjoyed a nice quiet weekend to myself. A rare treat. It doesn’t quite salve the wound I’m about to describe to you.

### Fridge update

When we last spoke, the ETA on replacement parts for the fridge was 11/17. On 11/20, I received a call from the parts department. A very nice woman with a sympathetic voice was on the line to inform me that they’ve received some of the parts, but are still waiting on a final piece of equipment. And after speaking with LG, they’ve updated the ETA of that part to today, 11/24.

I asked if, since they had some of the parts, they would stoop to send someone out to put in those parts, already knowing what the answer would be. And I was not disappointed. They will not. “Tough call” the nice woman said, “but no.” It is tough, isn’t it?

Just to make things interesting, the fridge’s symptoms are changing. The freezer is still completely full of frost, but it’s not hyperfreezing things anymore, just superfreezing. Ice cream is still impossible to spoon right out of the freezer, but it takes far less time to become servable.

In addition, the fridge is now running colder for some reason (40 degrees instead of 45 to 50), but earlier this week, ice was discovered building up in the bottom crisper drawers, freezing some spinach I had in there.

And then this morning, much to my surprise, I discovered that the water dispenser has completely stopped working. I could still hear water running somewhere in the machine, but none was coming out of the dispenser. None seemed to be leaking out of the cabinet, but it’s going somewhere. I shut off the water to the fridge just to be safe.

I’m not calling this in until they are out to fix the existing problem, however, because that will only delay their already delayed repair call.

Keep in mind that all of this is very likely related to one problem: a bad controller board that they replaced…with a known bad controller board. They ordered the wrong part, made me wait a month for this wrong part to arrive, installed the wrong part. And then had to order a replacement. Good god, this one had better be the right one.

The truth boils down to this statement:

I have been without a properly functioning fridge for an additional one full month due to the incompetence of Warners’ Stellian and the employees who’ve handled my issue.

Want to read about my bad experience with Warners’ Stellian and their extended warranty from the start? I’ve created a new category here at the Q-Blog that contains all posts that touch on the subject of my powerfully bad experience with Warners’ Stellian.

[Check it out.](http://q-burger.com/category/blog/bad-warners-stellian/)

Week of Lightning

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Like lighting, this week went by with a quickness and surprisingly little insanity. I seem to be getting the hang of wrangling two small children by myself.

I’ve mastered the art of getting two children prepped and out of the house by a specific time. LifeTime requires that parents of children under 1 year schedule an appointment to ensure that they have the appropriate staff on hand. This means that I have to be able to predict when naps will have been taken, snacks been eaten, and afternoon poopings completed. And while this is relatively easy to do with adults, children seem deadset on being spontaneous.

But we’ve managed to get into a semi-solid routine, and I’ve been able to make 2:30pm a standing appointment for the last couple of weeks. A 2:30 appt requires a 2pm departure time. Shooting for 2pm departure ensures that we have enough of a cushion to allow for last minute diaper changes and infant top-offs, and still have enough time to let Thessaly walk from the car, through the facility and to the childcare place. She seems to enjoy this quite a bit. It also reduces the screaming fits when I leave her there.

Time spent being screamed at by two children at once has been reduced. I’ve learned to anticipate when Torbin will be hungry so that I’m not being hollered at while milk is warming. We’ve started Thessaly eating with a spoon, which she enjoys greatly, and it has the added benefit of keeping her occupied for longer in the highchair. A bowl of Life cereal will keep her occupied for a good 10 minutes or so and so this has become her new first breakfast.

The next challenge is going to be incorporating some sorely needed housekeeping tasks. At this point, it’s all I can do to survive the day. But I feel like I’ve rounded a corner, established a fairly predictable routine, and now I can start to work in other items like sweeping the floor between meals, straightening up the living room, vacuuming, taking out trash, getting the recycling prepped and out of the way.

Not much of this has been happening regularly enough, and it causes a bit of tension in the house when the two adults are exhausted after a long day and hip deep in the toys strewn about the living room.

### Fridge Update

I have been notified by Warners’ Stellian that the ETA for the replacement parts is today! We’ll see if that’s going to actually translate to a fixed refrigerator this week.

Want to read about my bad experience with Warners’ Stellian and their extended warranty from the start? I’ve created a new category here at the Q-Blog that contains all posts that touch on the subject of my powerfully bad experience with Warners’ Stellian.

[Check it out.](http://q-burger.com/category/blog/bad-warners-stellian/)