Anthy Lorrel (anthylorrel) wrote in bad_service,
Anthy Lorrel
anthylorrel
bad_service

Bad service made good!

So, we have several rent to own companies in the area. Our TV broke, and conveniently, one of the companies we used before (colortyme) called us offering us a really good deal on a nice tv with no payments until October. I mentioned the monthly payments still were a little too high for us, since we (my SO and I are both on disability). He said he had a few of the same model that were previously leased (used) but in great condition. The price was about $20 less per month and about $200 less in total than the brand new one. This was in our price range, so we agreed and scheduled delivery and set up. They arrived in the scheduled time frame the next day, and set up the TV, and then rushed out the door before I could give it a thorough looking over. Taking a good look at the TV the whole top of the frame had little gouges taken out of it, like a dog had chewed on it. I understand than a used product would ahve some minor wear and tear, but when I'm told it is in great condition, this is a bit much. I called them at the store immediately, and they apologized and said they would try and send some one back out that day, or the next morning to replace it, and would get back to me about it. The person I spoke too called later that evening saying that they were having truck problems and he would put me first on the list for delivery the next morning, some time before noon. We later find out that the delivery drivers left the garbage from the packaging sitting in my yard.

I wake up nice and early waiting for them to show up. 1pm rolls around, still no sign of them. I call the store, the person I speak to told me that they just now left the store and apologized for running late. The store is only 2 miles away, so it shouldn't take more than a few minutes to get to my apartment. So, I wait, and wait, and wait. Then 4pm rolls around. I call the store again. He puts me on hold and tries to get in contact with the driver. Comes back on the line to say that the driver isn't picking up. He says he will keep trying and call me back. At 4:30pm he calls me back, and says that the driver wasn't told that I had priority and was making deliveries in the order of farthest away from the store first, but some one should be there in 15 minutes or so.

Here is where it all got better. Just a few minutes ago, the person I had been speaking to on the phone, rolls up in his car, with my TV in the back seat. He felt bad for all the hassle and time that was wasted, so he wanted to make sure that I got my product as soon as possible. He brought it in, unwrapped it and inspected it with me, and plugged it in to make sure it was working properly. He then personally apologized for the defects in the first products because the drivers should have seen something that obvious when setting up the TV the first time, and apologized for the drivers leaving trash in my yard as well. It turns out that he is the floor manager of the store. I have to say, I was quite impressed with his initiative. Kudos to him.
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