In my last column, I vented about things that irritated me
like the net and ordering things using the push button phones.
Just imagine if we still had the rotary phones, how long would
placing an order take?
I complained that the demeanor of some of the people you reach,
once you break through the push button code, could improve.
I suppose they might be crabby because they were napping and
hoped everyone would give up pushing and leave them to their
rest. I had decided that (after my wife/editor told me) no
one cared about my trivial problems.
I
was surprised, however, when a number of people took time
to express they too were upset by the new, “I don’t
care about the customer” attitude so many company
representatives display.
This
week, I was going to write about politics because it’s
a topic that always sparks controversy. No matter what I write
about politics, I find some who agree with me — and an
equal number who disagree. So it’s an easy to please
group. I guess I’m just not ready to join the throng
who are spewing out criticism of the president, his predecessors,
his opponents and anyone who mentions any of the aforementioned.
There are still months left to deal with decisions about the
November election, and there will always be “fresh” political
news to review.
I’m not done relating my everyday experiences; so I’m
going to follow up on last week’s column. Things can
change in a hurry; you recall I threw out my Norelco razor
because the crabby person I talked to wouldn’t help me.
I’ve decided next time I get a crab — I will hang
up first. My air conditioner parts problem led me back to a
factory rep who said my items would ship in seven to 10 days.
Surprise — they were in my mailbox in four days
and I was able to get the repairs completed before
the heat
hit.
I
was also unhappy with my doorbell order via an Internet outlet
that not only failed to deliver as promised
but also missed
their next three delivery dates. I canceled that
order and called a manufacturer’s outlet who promised three-day
delivery. I have to add, there were zero buttons to push, a
person answered, and apologized for the delay their dealer
had caused me and thanked me for my order. I’m
now convinced dealing with factory service is the
best way
to go.
Ordering over the net is all right sometimes, but often it
may work out better using another avenue. After spending hours
trying to locate a repair company to service my volume air
exchanger system (fan), I found three companies that would
sell me a new one for $600 to $900. Although old (circa 1960s)
my fan was in good condition so I knew it could be repaired.
I recalled an ad in the classified section of this paper that
mentioned a motor repair company in Bad Axe. I called the number
and spoke to a gentleman that I was familiar with from many
years ago. How great to discover he was still doing repair
service.
I delivered my system to his shop and he looked it over and
said no problem, I could pick it up in three days. While we
chatted, I learned he was a reader of my column so he knew
where I was coming from with my frustration using the net.
I was again pleasantly surprised when I picked up the fan,
the cost was $500 less than the lowest price for a new one
and it is working better than ever.
While
driving along in my pickup with my fan securely in the back,
I encountered yet another
problem
to solve. When
I hit
the brakes, they growled like an old dog, so
I knew it was time to check them out. I made
an appointment
with
another
service company that had helped me out in the
past for tire purchases. When I brought my
truck in,
I
was greeted
by a
young woman with a great smile and cheerful
demeanor. Pat was with
me and she marveled at how the waiting area
was “spit
polished” and neat as a pin.
If
you read my column regularly, you recall my last vehicle
service event was not pleasant,
so I was
apprehensive because this vehicle was past
her
prime. When I met
with
the mechanic
he was very professional and detailed. He
showed me exactly what I would need. He then wrote
up a reasonable
estimate
and said I could bring my truck in first
thing the next morning for the repairs. I was shown
the new
parts when
the job began
and a couple hours later my truck was ready
to go — minus
the growling. The whole experience was so
pleasant after the few days I had spent with
people
on the net and phone
who were
anything but.
As
I see it, yes there are polite, caring service people who
do provide “customer care” but you have to look
for them — sometimes right down the
road.