Saturday, August 29, 2009

Chef Debbie Says: Just Give Me What I Want & There Won't Be a Problem!

Four years ago I bought a new home range. I paid quite a bit of $$$ for it and it was a huge upgrade from my previous 25~year old one.

In March, one of the burners ~ the large front double burner ~ quit working. As in, hot one second and dead the next! Not a good thing for somebody like me who cooks a lot.

So I called the repair company. They came out and, long story short, didn't have the part I needed.

No problem, I thought, I'll just find it online.

Huh! Seems that EVERY online appliance dealer had that part on back~order.

Interesting, but not impossible. I'll just call the Customer Service department of the company that manufactured it. They've always been responsive and able to help me.

Well. Seems there might be a bit of a problem. Said part is no longer being manufactured, and is on indefinite back~order. You can, I was told, keep calling back to see when the part will be available.

OK sure. I'll call back. After all, I can't be the ONLY person with this problem. Surely they'll realize that thousands of these ranges were manufactured and that a critical component is not working. I mean, what are they going to do about the ranges still under warranty?

After five months of calling every 10 days, I'm fed up. The part is still not being manufactured, isn't going to be manufactured in the foreseeable future and basically I have a $2,000 piece of equipment that is only 75% functioning. And, since the same part is in the other 2 currently (and 1 intermittently) working burners, I'm not holding out a lot of hope that they won't have problems in the very near future...

Now I'm mad. Boiling, pissed off, don't mess with me M. A. D. And, as sweet husband Tim can attest, pissing me off is not a good way to start, end or have in any part of your day.

So I wrote a letter. A very detailed letter describing exactly what happened when and what I tried to do to solve the problem. Sent said letter to the top marketing person at the manufacturer. Very simply stated that I'm going to start talking to EVERY PERSON I see about this problem. And I know a lot of people.

Mr. Marketing Person called me and assured me that they would take care of the problem ~ one way or another. So they looked for the part. And looked. And looked. There isn't one to be found anywhere.

Received another call from the company. Seems I can go online and pick out the replacement range I'd like to have, it will be delivered and the old one pulled.

So, my friends, bottom line here. If you have a legitimate complaint and Customer Service can't ~ or won't ~ solve the problem, make sure the marketing people know about it. Keep track of what you've done to attempt to correct the problem yourself, be fair and respectful and then just politely suggest that you're going to talk to EVERY SINGLE PERSON YOU KNOW about your problem.

It worked for me ~ but then again I am a persistent PITA until I get what I want!

1 comment:

Lisa said...

Way to go, Kitchen Bitch!