Seaken:
I can’t help but feel, because I laid out some tools T. COULD use,
if VC’s subsequent responses were as ridiculous as their initial response, that you feel my post was part of
“a lot overreaction here.”
Before I get into that,
let me assure you that I know YOU understand good customer service. In the latter part of your email, you describe an excellent thumbnail sketch of good cust. svce.
Too bad that NONE of what you suggest was done, initially, by VC.
That is why the actions I and others are suggesting that T. may pursue,
as options, should VC persist in their horrible cust. svce., are not “a lot of overreaction here."
Let me make this perfectly clear to you and Elk:
a)
The suggestions I made were ALL TO AVOID going to Court, by enabling T. to prove he’s an EDUCATED CONSUMER with certain rights. If T. educates VC, (not that he should
have to) everyone wins, when VC does the right thing, and LEGAL ACTION IS AVOIDED.
b) My outrage is not b/c of a bad weld (unless, as I suspect, Roo is right and this is a DESIGN defect). But for now,
my comments are directed solely at VC’s RESPONSE, not at VC because one stove failed (though now it’s two stoves and counting…hmmm).
Once more, for clarity—it’s not the end of the world b/c a weld (oops, THREE WELDS) broke—
it IS an outrage when the cust. is ACCUSED OF ABUSE, right out of the box, then stonewalled.
You said:
There is a process for handling defects.
I, or another qualified technician, do a site visit and visually inspect the stove.
Great! No problem. But, let’s see what VC said:
From T.:
I called the local rep, they in turn called VC (maybe a VC rep) and their response was “are you starting your fires with gasoline?” I about had a fit! (I’m also on the local VFD)
Let me explain—I’m only an amateur welder, but I am a customer service PROFESSIONAL, and a licensed attorney, though I no longer practice.
You said
We have learned that some consumers cannot be satisfied and we are not in the business of baby sitting
....and you are correct that some customers cannot be satisfied.
However, it was my job to BABYSIT ALL CUSTOMERS, as the first voice they heard on an 800 “hotline” at the National H.Q. for one of the most prestigious luxury import cars.
It was my job to PREVENT CLASS ACTIONS by making happy customers. Not as a lawyer, but as a cust. svce rep.
My point here is that what the company says, on that initial call, IS CRITICAL.
Suggesting T. reweld his own stove is insulting, outrageous and, if he were not qualified, or if the basemetal is somehow flawed, and the weld fails, could be FATAL.
That is not overreacting—it is stating (what should be) the obvious.
When you say
Let’s give them a chance to make it right before we go for the jugular!
...you mischaracterize what I said. T. has given them TWO chances so far, and they’ve effed up, seriously. But neither I nor anyone else has suggested “going for the jugular.” (That would be hiring a plantiff’s atty and filing suit.)
T. has done the morally-responsible thing and notified his govt-sanctioned product safety group, so that, in the event that this is a recall-worthy defect, some other stove doesn’t burn down a house with someone YOU love inside.
That is not “overreaction” either.
Now, you said
The house is not going to burn down because the stove body slipped down a bit.
But T said:
3 welds completely let go on the left side.
If there’s only four welds total, that’s pretty serious! Yes, it’s “only an insert” so it’s in a fireproof enclave. But what IF T.’s hearth is NOT “to code”?
You seem pretty willing to play fast and loose with others’ safety.
Let’s change the scenario slightly:
Free standing stove, and three welds break.
You pick which ones: three legs? Or how about two door hinges and one leg? The stove tips forward, the door pulls away from the stove, and the coals roll out on the floor.
Hey man…it’s only THREE WELDS…. Right?
Like you said:
For god’s sake. We don’t live in perfect world.
T. CAN do as you suggest:
Why can’t we work these things out without threatening one another with court action?
But as a cust. svce. professional, with experience as an atty, and in the INVESTIGATION AND SETTLING OF
WRONGFUL DEATH CLAIMS for a HUGE insur. co., and “face-to-face” experience with angry auto dealer customers, and extensive cust. svce. in the NATIONAL H.Q. of a major car co.,
I can tell you that nothing VC has done here, to date, is going to help work this out.
Gunner has said it in fewer words than I can:
Hummm let’s see-
- $2500 on a new insert, literally falls apart after 6 months due to 3 failed welds and a bad design.
- Company recommends that the customer fix it themselves since they are a welder.
- BS excuses about techs still being at a trade show that is over.
I think tendencies is pretty calm considering, I would not be. I am not recommending taking legal action, I would let it take it course first, but the foot dragging would sure piss me off.
Again, the process you describe that you would follow, in this scenario, seems fine to me.
I was simply suggesting that, as T. has experienced THE 100% OPPOSITE of what you would do, (i.e., using good cust. svce. skills) he has other options.
And again, my suggestions WERE MERELY THINGS TO SAY, to educate VC. I did not suggest he go to Court—I SIMPLY TOLD HIM WHAT TO SAY,
to AVOID COURT.
It's unfortunate that I needed to explain this to you, Seaken, based on your mischaracterization as "
a lot of overreaction here"--everyone's time is precious--even mine.
So...how long have you sold VC?