Jun
14
Frigidaire customer service makes up for frigid reseller
June 14, 2006
I’m a firm believer in Customer Service… always have been. Like many consumers, I remember bad Customer Service experiences and I don’t patronize those establishments anyone. I know it’s not fair, but bad experiences seem to be remembered more than good experiences… that’s life.
Additionally, retailers need to remember that the sale doesn’t end when the customer gets the product. Issues with the product can result in more business or no future business.
I also believe it can take years for a business to create a good reputation, and minutes to ruin it. That’s what happened to a local retailer today…
Last week I ordered a new Frigidaire Oven from a local appliance retailer. Prior to ordering I called the sales staff at least five times… asking all sorts of questions. They were always courteous and helpful, and I chose to purchase this oven from them instead of the local Lowes, where the sales staff didn’t know much about ovens.
The oven was delivered in two days. This was unbelievable and actually exceeded my excitations! The delivery crew was also courteous and quickly unloaded my new oven, installed it, and carted away the old.
However, during the quick install, I small piece of plastic was accidentally left inside the oven… and I didn’t notice it. Excited to use my new appliance, I turned it on and start preparing a meal. A horrible smell soon came out of the oven and when I opened the door, I saw this small piece of plastic melting and burning… completely ruining the bottom tray of the oven. Oven cleaner… Brillo… nothing worked.
Needless to say, I was completely upset with the outcome… but not mad with the retailer or installer. It was an accident. They happen. I’m sure they’ll take care of it.
It was delivered, and ruined, on Thursday. The store was closed on Friday, Saturday and Sunday. Monday I was too busy to call. But finally on Tuesday I was able to call Customer Service.
Now, I would just like to recap:
- Their sales staff was amazing… always courteous and helpful. I dealt with them at least five times over three days.
- The installers were also courteous. Even though they caused the problem, I was not upset with them. It was an accident.
Up to this point, I am very happy with the retailer… then I talk to Customer Service….
The woman who answered the phone was not pleasant, and really had no sympathy for the situation. It didn’t seem to matter to her that I had no oven for 5 days. She told me it was still under warranty and I’d have to contact a Service Organization.
That’s it. Done. In one minute, this woman convinced me not to do business with this local retailer. The courteous sales staff… the quick installers… they don’t matter anymore. This woman ruined the work they did.
I asked if she could send a replacement part, since going through a Service Organization could take a few days. Finally, after some convincing she agreed, but only if I called her back with a serial number. But the damage was already done.
You can’t slap a consumer in the face, say “Sorry”, and think everything is better.
She told me she would email me a list of local Service Organization, which at the time of this writing I have not yet received.
However, the story does turn positive…
I called Frigidaire directly. Within minutes I was on the phone with their Customer Service department and they were overnighting me a new part.
Would I buy another Frigidaire product… absolutely! Just not from this local appliance reseller.
Frigidaire easily makes Bruner’s Best Businesses.
*I ended up receiving an email from the reseller with the Service Organizations… three days later.
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