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Last August, Sandy Callahan booked a package tour with G Adventures. It started in Hanoi, Vietnam, on Oct. 29 and ended in Bangkok, Thailand, on Nov. 14. The same day, she went to online travel agency Expedia to book a flight from Toronto to Hanoi and a return flight from Bangkok to Toronto. Expedia suggested she find a hotel, so she reserved a room at the O’Gallery Premier Hotel & Spa in Hanoi in advance of the tour. “I booked what I thought was a one-night stay,” she said. “I briefly noticed that the total was over $1,000, but I thought that my flight and hotel were combined. I ..read more

Mindy Pollishuke paid $2,700 for a KitchenAid refrigerator in 2013. It was a KFIS29PBMS French door model with 28.6 cubic feet of space. Alas, her fancy fridge needed repairs twice a year. The ice buildup was so extensive that it would overheat and stop working. “We had to empty the whole fridge out multiple times and find neighbours to store our food temporarily,” she said. “The extra bar fridge and small freezer we bought a few years ago were not big enough to hold it.” In January 2019, after the fridge died three times in one week, she wrote to me in despair. I contacted Whirlpool (the manu ..read more

Matt Caron found a crack in his Apple Watch’s glass face just three days after his one-year warranty expired. Both Apple and the store (Best Buy) said he didn’t qualify for extended warranty repairs. “Good news and bad news,” Caron said on Sept. 20. “I’ve been advised that the hardware engineering team agreed with the technician that my watch doesn’t qualify for this support program.” Apple Canada suggested he go back to Best Buy to ask for free repairs. But since Best Buy denied his claim before, he didn’t have the energy to reach out again. “Apple then said it would make an exception and fix ..read more

Here’s part of a Toronto Star column I wrote last year about a quality issue with a high-end manufacturer: Apple denies watch defect that sees screen break, but makes time to fix it By Ellen Roseman Personal Finance Columnist Mon., Dec. 24, 2018 Holly Harris bought an Apple Watch this past August, a Series 3 product currently selling at $369 to $499. Just 20 days later, she had a frightening problem. While watching TV, she reached across her watch to press a button to check data. The screen was raised and she tried to put it back in. “As I did, the glass started to break into smithereens. I ..read more

Hi everyone, I haven’t written anything here for a couple of years. But I plan to start again now. Although I’m no longer writing for the Toronto Star, I’ll still try to resolve your consumer complaints and address your concerns. Here are complaints I like to handle: — Problems with large well-known Canadian companies, including telecom and technology providers, financial institutions, airlines, travel agencies, appliance manufacturers and national retail chains. — Problems that affect many people, not just one. I’m looking for systemic issues with large companies. That’s where a consumer advo ..read more

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