August 2008

Wednesday, August 20, 2008

How Not To Conduct Customer Service

I sent Hershey’s an email via their web request form on Monday looking for the ingredients for the Krackel Bar, which is part of the Miniatures assortment. (They stopped making the full sized bars in 2006.)

I emailed them because I didn’t really want to transcribe the list on the phone. Let them do the typing.

Instead of sending it to me in the response, they replied with a case number and told me to call them during business hours (9-4 Eastern) to get my answers.

Okay, I called this morning and gave the representative my case number and she read back my request: What are the ingredients in the Krackel bar. The ingredients list on the Miniatures bag lists them all together and I want to know just what’s in that bar.

She asked me why I want to know.

I stammered that I wanted to know what I’m eating.

She asked if it was an allergy issue.

I replied that I wanted to know what was in that bar. If I ate only that bar, what would I be eating? (The package does say “something for everyone” so Hershey’s understands that sometimes people just pick through and eat only one variety.)

She said she did not have that information. It doesn’t exist in her records. If she wanted she could escalate me to a supervisor, but they had only the same info that she does.

That seemed pretty useless.

She asked if I wanted to be transfered. I said no, if they were comfortable with me publishing that they are unable to give me the ingredients for that bar, then I think we were done.

So there it is, no way for you to know what’s in a Krackel. Well, there’s a long list on the back of the package of what could be in a Krackel. So as long as you’re comfortable with some combination of those ingredients, go ahead and enjoy.

UPDATE 8/22/2008: I got another email from Hershey’s and it said this:

Thank you for contacting us about HERSHEY’S MINIATURES chocolate bars and your question regarding the KRACKEL bar which is part of the assortment.

Our Nutrition Department personnel reviewed your contact and confirmed that all of the ingredients contained in the KRACKEL bar are listed on the label of the HERSHEY’S MINIATURES chocolate bars. The KRACKEL bar is currently not sold individually and is only produced as part of the assortment. The recipe for this bar is proprietary and cannot be shared.

However, if you read the ingredients on the Hershey’s Miniatures package, it includes the ingredients for all four mini bars combined. It goes like this:

Sugar, chocolate, cocoa butter, peanuts, vegetable oil (palm, shea, sunflower and/or safflower oil), crisp rice, contains 2% or less of: lactose, nonfat milk, milk fat, cocoa processed with alkali, whey, soy lecithin, PGPR, salt, malt, vanillin.

Based on what I know of the Mr. Goodbar’s ingredients, which is also a mockolate bar (Sugar, peanuts, vegetable oil (palm, shea, sunflower and/or safflower oil) chocolate, whey (milk), nonfat milk, contains 2% or less of milk fat, soy lecithin, salt, vanillin.) and the last known ingredients of the true Krackel I’ve extrapolated the following as the likely ingredients of Krackel:

Sugar, vegetable oil (palm, shea, sunflower and/or safflower oil) chocolate, whey (milk), nonfat milk, crisped rice, salt, malt, contains 2% or less of milk fat, soy lecithin, vanillin.

If you’re going to give someone a bag of candy with the motto of “A Little Something For Everyone” you should be prepared that folks are not only going to have a favorite, but they might actually eat ONLY that one and they might want to know what’s in just that individually wrapped candy. That candy that says on the wrapper nutrition information 1-800-468-1714 ... which they also cannot provide separately.

But really I don’t think that it’s because the “recipe is proprietary” (believe me, I don’t wanna make these at home), it’s because they’re ashamed.

POSTED BY Cybele AT 7:03 am     Curious News

Tuesday, August 05, 2008

Is not giving change illegal?

I got my car washed yesterday, mostly in an attempt to get rid of the bird crap crusted on the front of the car from the Santa Barbara trip. (Note to self: while parking under a tree might seem like a good idea at the marina, it’s really just a roosting place for gulls.)

Sunset Shell Car Wash - (Sunset & Wilton)

Since there was a line, I sat at the little input system long enough to really look at it this time.

The price of all washes ends in 99 cents. I pay at the pump with my gas purchase, so I just input my little code and go. But if you decide to purchase the wash here you have the choice of inputting only 1 or 5 dollar bills or quarters ... in any combination. Now I’m no math whiz but I can tell that there is no way to put in $6.99 with those as your sources. Not only that, the machine will not give change and doesn’t take cards of any kind.

So if you want to pay cash right there, let’s call it a one penny convenience fee. (I think the more convenient thing to do is to price the washes at $7.00, $8.00, $9.00 and $10.00 and have a clear conscience about your pinching of pennies.)

Oh, and the bird poop ... not really gone.

POSTED BY Cybele AT 8:29 am     Curious News

Blue Whale Adventure

Dolphins!The Condor Express left a little late on July 26th, a calm Saturday morning. We waited about 10 minutes for the last pair of passengers that called ahead to say that they were running late. And run they did, across the parking lot of the Santa Barbara Marina to join the eager passengers already itching to get out to sea.

The water was calm and glassy as we left the harbor. It also seemed oddly empty. Besides the half a dozen California Sea Lions on the buoy, there were no bottlenose dolphins near the sand bar as have often sent us off on our deep channel voyages.

So we pressed on, heading straight towards Santa Cruz island and the famed Painted Cave.

Sure enough about 30 minutes into the trip with the continued glass calm waters were some common dolphins. It didn’t look like much of a group, perhaps 20 dolphins that appeared to be feeding. But as soon as we stopped, it became apparent that they were only a small part of a larger pod feeding in that area. About 300 or so, surfacing, milling about, diving and splashing. There were a few that we could spot zipping around near the boat, chasing fish up and out of the water on several occasions.

Mama and baby dolphinOthers were cow/calf pairs. Some of the babies (sometimes called footballs) weren’t more than a week or two old, still almost all gray and with slack skin that needed filling out with rich milk.

After delighting and interacting with them for at least a half an hour or literally running circles around them, we pushed on towards Santa Cruz Island.

As we could see the land off in the distance, I was talking to Bernardo Alps and we both turned to see a Minke Whale surfacing nearby. In my experience with Minkes (and one in nearly the same location last year) I figured that’d probably be the only look we’d get.

Instead this Minke surfaced again and again, in regular succession. Then turned back towards our boat, coming about thirty feet from us and turned upside down, pushed with its strong flukes and came up and out of the water for a moment. It looked a lot like those common dolphins chasing down bait fish earlier - only instead of being six feet long this one was about sixteen. (Still a very small specimen.) We got a good look at his white belly, striped flipper and even the narrow and pointy chin as he lifted it out when surfacing.

After a few more cycles another Minke surfaced nearby, much larger, and possibly the mother of our unusually exuberant one.

Whale Watchers aboard the Condor ExpressWe continued to spot dolphins for pretty much the rest of the voyage, sometimes stopping for a few minutes to enjoy them.

We pushed on to Santa Cruz Island to have a look at Painted Cave. It’s an interesting opportunity to look at the sea birds that skim the waters near the rocks and perch there.

Part of the reason for the early look at Painted Cave was the hope that the fog would burn off out in the Channel. Alas, little luck with that, so we pushed on, into the fog to see what we could see.

After putting a photographer on a research vessel from the University of Oregon, they told us of a blue whale in the area. Even though visibility was poor, probably not more than fifty feet, Captain Mat slowed the boat and ran in wide circles. Eventually someone heard one of the blows and there it was a huge blue whale. It was strong and much meatier/fatter than ones I’ve seen in past years.

Blue Whale TailFor the next three or four hours the fog slowly fizzled away and we saw more and more blue whales. Most were in pairs and often we’d have four or five in view at any given moment. The UoO vessel was in sight most of the time as well, though we were rarely on the same whales.

Unfortunately I had a bout of motion sickness about the time we spotted the first whale which lasted for pretty much the whole afternoon. This leads to a lot of internal admonishments about bringing medicine or maybe just not going on the full day trips in the future. As the wind picked up though and the air cleared I felt much better and enjoyed our last few sightings. (Though I took fewer pictures towards the end.)

What’s become clear is that the Santa Barbara Channel has become host to a vigorous group of Blue Whales and the prospect of seeing other creatures like Minke and Humpback (none this time) and of course the many species of dolphins makes this a world class destination. Just 90 minutes from my house. Now I just need to conquer sea-sickness.
More photos here.

POSTED BY Cybele AT 7:32 am     Whale Watching













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During November it's all about me writing a novel. Sometimes it's about whalewatching. You know, and then there's other stuff.