First let me thank everyone for the suggestions about getting our clothes clean – laundromats and wash/fold services. With a scheduled fix date of yesterday we were pretty confident we could make things work. Here’s how it unfolded.
Our three hour window for repair yesterday was from noon until 3 p.m., with a call one half-hour before they arrive.
2:30 p.m. rolls around and I am starting to get a little nervous so I call.
Me: “Hi, my name is B and I have service scheduled today between noon and 3 p.m.. I just wanted to make sure everything is still in place for our washer/dryer to be fixed today”
Him: “Hold on”
Five minutes on hold.
Him: “Um, I’m very sorry to tell you this but we will not be fixing your washer/dryer today. We can reschedule you for . . . “
Me: “Wait a second. Why are you not coming to fix it today?”
Him: “Well, the original tech called in sick so I gave the job to another one of our workers but he doesn’t think he will be able to get to it today.”
Me: “Seriously? This is the third day someone here has stayed home from work . . .”
Him: “Sir, I understand your frustration and disappointment but there is nothing I can do”
Me: “Sure there is, you can have someone come out and fix the unit today as scheduled. Look, the first time a tech came out he arrived with a flash light so there was no chance for him to fix the unit. The second time they came with the wrong part . . .”
Him: “That was LG’s fault that they sent the wrong part . . . “
Me: “I don’t care who’s fault it was for getting the wrong part but your guy showed up, wasted my day, and didn’t have the parts needed to complete the repair.”
Him: “The label on the outside of the box said it was a different part than was inside. We don’t open the boxes before we arrive on the site”
Me: “Well that’s a bad policy considering you wasted his time and mine on that day. I was told the part would come in on Monday or Tuesday and I had to call on Tuesday to see if the part came in and it had. Now today I have to call 15 minutes before the 3-hour window and you tell me nobody is going to arrive today”
Him: “I’m sorry sir, I understand your frustration and disappointment . . .”
Me: “Honestly, I don’t think you do. This is day 13 without a washer/dryer, I’ve been buying clothes day by day and mostly because your company continues to drop the ball here. Is there anyone I can speak to, a manager perhaps?”
Him: “I am the manager”
Me: “What about Alexander. He was supposed to call my wife on Friday, then again on Monday and he hasn’t done that”
Him: “Alexander is not available”
Me: “Fine, Alexander is not available. I would think considering the situation you would ensure this was fixed today, even if your guy has to come off hours, that’s okay with us”
Him: “He can’t do that, he only works until 4:30″
Me: “Then pay him overtime, I don’t care really. On top of it all I had to call you to find out nobody was showing up!”
Him: “That’s why I am taking the initiative now to get things completed . . .”
Me: “No, actually you are not. I took the initiative and called you. I am giving you suggestions on how we can solve this.”
Him: “I can have someone there on Friday morning”
Me: “Friday morning? Why two days later?”
Him: “That’s the first time I have available. For your trouble I can make sure you are first customer of the day and give you a two-hour window”
Me: “The two hour window isn’t making this right”
Him: “I don’t know what else you want me to do”
Me: “I want you to not make me take a fourth day off of work, three for no reason”
Him: “I don’t know what you want me to do. I’m sorry”
What followed was two calls to LG to see if they could do anything (they can’t/won’t) and a call from H to the same service company to follow-up. She asked why someone couldn’t come out on Thursday and was told “… we are booked on that day and we are not about to inconvenience someone else for your troubles” Seriously?
This all follows another battle I started with Old Navy earlier in the day when they charged me four times for the same pair of underwear on Sunday. That resulted in the old “I will look into it and call you back”
Still waiting.
Time to go sift through the cleanest of our dirty clothes.
