Tuesday, January 3, 2012

The death of customer service

For the last few Christmases, Hubby and I have opted to buy one big household item instead of exchanging gifts. This year was a little bigger than usual, but sorely needed: a new stove.

We researched models, scoured reviews and comparison shopped. We decided to pull the trigger and take advantage of a Cyber Monday deal that gave us a significantly lower price plus free delivery and haul-away. Sounded too good to be true. There's always a catch, right?


The earliest delivery was Dec. 22. I hesitated, but knowing we wouldn't find a lower price or a way to pick up the stove ourselves, I didn't have much choice. It was still before Christmas, so we could thoroughly enjoy cooking on it for Christmas Eve dinner and Hubby could cook to his heart's content over break.

At 4:30 p.m. the afternoon before delivery I got a call saying the stove was on back order from the manufacturer (not cool, GE). They only deliver to our area on Tuesdays, which put delivery on the 27th, when we were out of town. Next available delivery after that? Jan. 3.

Freaking A.

But right at the beginning of our 4-hour window today, I got a call from the delivery truck that he was 25 minutes away. Sounded promising.

Until he arrived and said he couldn't unhook the old range and haul it away without installing the new one. I didn't pay for installation. Something about an open gas line (pssh)... But no one told me that was the case when I opted OUT of paying for installation and Mr. Delivery Guy didn't have a cap or anything to account for the fact that he wasn't going to be installing the range. He suggested leaving the old range until Hubby got home to install it. I not so politely asked him what I was supposed to do with it in the meantime. He suggested the garage. Uh, no hand cart dude, and I'm not carrying a damn stove that shouldn't be in my house.

I had had it up to *here* with the run around and delays from Home Depot and GE, so I gave him an ultimatum: either he figured out how to safely leave me my new stove and get rid of the old one, or I would be refusing delivery.

He quickly ducked out to his truck to call the home office.

Good idea.

The home office wisely decided that a good way to appease a disgruntled customer was to install the stove free of charge.

Another good idea.

But you better believe I won't be buying from either company again any time soon.

It is pretty though...

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